CAROL MASSLOW
Amelia,OH
Summary
Results-driven Warranty Administrator experienced in managing warranty claims and ensuring compliance with manufacturer policies. Achieved high customer satisfaction through efficient claims processing and effective communication with manufacturers. Focused on enhancing operational efficiency and delivering exceptional service in fast-paced environments.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Warranty Administrator and Manager
7 Hills Harley-Davidson
Cincinnati, Ohio
10.1999 - 09.2026
- Analyzed warranty data to identify trends and potential areas for improvement.
- Assisted in developing training materials for service advisors on warranties and claims.
- Resubmitted rejected warranty claims and received authorization for write-offs.
- Evaluated existing policies and procedures for processing warranties and identified areas for improvement.
- Resolved discrepancies in warranty coverage for customers.
- Followed up on payments for outstanding claims.
- Maintained up-to-date knowledge of current industry regulations related to warranties.
- Reconciled warranty receivables with payments using appropriate accounting schedules.
- Stayed up to date on factory announcements and recalls.
- Collaborated with team members on special projects.
- Managed the return of defective products from customers, ensuring timely replacement or repair.
- Generated reports on warranty performance metrics including turnaround times and resolution rates.
- Assisted in creating standard operating procedures for processing warranty requests.
- Investigated customer complaints regarding product defects and non-compliance with warranties.
- Reconciled deliverables, monitored schedules of open claims and collaborated with accounting staff to pursue payments.
- Monitored warranty costs, identifying areas for cost savings opportunities.
- Coordinated with internal departments such as sales, engineering, and finance to ensure accurate handling of all warranty claims.
- Utilized problem solving skills to resolve customer disputes quickly and efficiently.
- Examined claims, records and procedures to grant approval of coverage.
- Handled modification and updating of policies.
- Process warranty claims for motorcycle parts and accessories efficiently.
- Developed relationships with vendors for effective supply chain management.
- Resolved customer inquiries and complaints to maintain high satisfaction levels.
- Monitored staff performance and addressed issues.
- Provided leadership during times of organizational change or crisis situations.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Ensured compliance with industry regulations and company policies.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintain accurate records of warranty transactions and customer interactions.
- Collaborate with service department to ensure timely claim resolutions.
- Communicate with customers regarding warranty coverage and claim status.
- Analyze warranty data to identify trends and improve processes.
- Train new staff on warranty procedures and software tools.
- Review and verify documentation for compliance with manufacturer standards.
- Processed warranty paperwork for accurate documentation, reporting and filing.
Education
Norwood High
Cincinnati, OhioSkills
- Warranty processing
- Claims management
- Claims processing
- Claims submissions
- Warranty administration
- Warranty management
- Self motivation
- Customer relationship management
- Parts ordering
- Vendor coordination
- Problem resolution
- Error reviews
- Attention to detail
- Self motivation
- Reliability
- Communication skills
- Communication skills
Certification
- Certification completion of Warranty Administration for Harley-Davidson Motor Company. Must re-certify every two years. Most recently in March 2026.
References
References available upon request.
Timeline
Warranty Administrator and Manager
7 Hills Harley-Davidson
10.1999 - 09.2026
Norwood High