Brian Brotzman
Bertram,TX
Summary
At RV Outlet Mall, I excelled as a Service/Warranty Administrator, enhancing claim accuracy to near perfection and fostering strong manufacturer relationships for faster approvals. My expertise in warranty management and exceptional organizational skills led to significant improvements in service delivery and customer satisfaction, while diligently maintaining comprehensive records and effectively negotiating goodwill assistance.
Overview
22
22
years of professional experience
Work History
Service/Warranty Administrator
RV Outlet Mall
05.1999 - 03.2021
- Maintained a high level of accuracy in claim submissions, resulting in minimal rejections due to incorrect information or incomplete documentation.
- Maintained thorough records of all warranty claims, ensuring accurate documentation and timely submissions.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Supported service department in understanding applicable warranties, leading to improved accuracy in diagnosing warrantable repairs.
- Collaborated with service technicians to accurately diagnose vehicle issues and determine warrantable repairs.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
- Analyzed warranty data and provided regular reports to management, highlighting trends and identifying areas for improvement in service delivery.
- Monitored factory recalls and announcements to stay on top of changes.
- Developed strong relationships with manufacturer representatives, facilitating smoother communication and faster claim approvals.
- Stayed up-to-date on changes in manufacturer warranties and communicated updates to service department staff as necessary.
- Processed claim paperwork and followed up on missing information to complete processing.
- Maintained detailed service and customer records.
- Conducted regular audits of warranty work orders to ensure compliance with manufacturer guidelines and maintain dealership reputation for quality service delivery.
- Managed warranty parts inventory, ensuring prompt return to vendors for reimbursement purposes.
- Enhanced customer satisfaction by promptly addressing and resolving warranty claims.
- Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation.
- Reviewed monthly reports to identify trends in warranty claims, informing strategies for reducing future issues or expenses associated with unwarrantable repairs.
- Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
- Negotiated goodwill assistance from manufacturers when appropriate, securing financial relief for customers facing costly non-warranty repairs.
Education
High School Diploma -
05.1993
Skills
- Claims Processing
- Warranty Management
- Warranty Analysis
- Records Maintenance
- Typing
- Computer Skills
- Organizational Skills
- Customer Service
Timeline
Service/Warranty Administrator - RV Outlet Mall
05.1999 - 03.2021
Georgetown High School - High School Diploma,
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