Casandra Penland
Punta Gorda
Summary
Detail-oriented professional with extensive experience in customer service and warranty processing. Committed to enhancing customer satisfaction through effective communication and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Automotive Service Writer
Mazda of Portcharlotte
Port Charlotte
03.2026 - Current
- Prepared service orders and documented customer concerns accurately.
- Scheduled appointments for vehicle service and repairs efficiently.
- Guided customers through service inquiries and recommended vehicle maintenance options to enhance satisfaction.
- Communicated with technicians to relay information about service needs.
- Clarified service processes and pricing for customers, ensuring transparency and understanding.
- Managed customer follow-ups regarding vehicle status and services rendered.
- Processed payments and handled billing inquiries professionally.
- Managed incoming calls efficiently by providing timely responses or directing them accordingly.
- Delivered time and cost estimates for proposed services, securing customer authorization for repairs.
Assistant Service Manager
carroll gmc
Venice
01.2019 - 02.2026
- Managed daily service department operations and workflow, ensuring efficient processes.
- Trained new staff on service procedures and customer interaction techniques.
- Collaborated with management to implement service area process improvements, enhancing overall efficiency.
- Assigned tasks to technicians based on their skill level and experience.
- Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
- Collaborated with customers to offer solutions to service needs.
- Coordinated with the sales team to verify proper warranty coverage application.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Monitored technician performance and provided constructive feedback to drive skill development.
- Assisted in developing service strategies and budgets to meet customer satisfaction goals.
- Monitored employee performance through key metrics analysis.
- Created training plans for new employees entering the service department.
Warranty Administrator
carroll gmc
Venice
01.2019 - 02.2026
- Managed warranty documentation to ensure compliance with industry guidelines.
- Reviewed service reports to validate warranty eligibility and accuracy.
- Processed warranty claims to enhance customer satisfaction.
- Resolved discrepancies in warranty coverage for customers.
- Resubmitted rejected warranty claims to secure authorization for write-offs.
- Tracked parts inventory related to warranty repairs and replacements.
- Maintained up-to-date knowledge of current industry regulations related to warranties.
Education
High School Diploma -
Peninsula High School
Gig Harbor, WA08-1997
Skills
- Service advising
- Parts ordering
- Service documentation
- Appointment scheduling
- Problem solving
- Customer service
Timeline
Automotive Service Writer
Mazda of Portcharlotte
03.2026 - Current
Assistant Service Manager
carroll gmc
01.2019 - 02.2026
Warranty Administrator
carroll gmc
01.2019 - 02.2026
High School Diploma -
Peninsula High School