Christopher Smith
Youngstown,NY
Summary
Forward-thinking and organized Warranty Administrator with a results-driven approach. Proficient in checking details, following up with manufacturers, and ensuring high customer satisfaction. Strong skills in time management, multitasking, and communication. Bringing extensive experience in the field.
Overview
24
24
years of professional experience
Work History
Warranty Administrator
Joe Cecconi's Chrysler Complex
Niagara Falls, NY
05.2016 - 10.2024
- Reviewed and processed warranty claims to ensure accuracy of all information.
- Resolved discrepancies in warranty coverage for customers.
- Provided technical support to customers regarding product warranties and returns.
- Developed and maintained relationships with vendors, suppliers, and other third-party providers related to warranty services.
- Monitored warranty costs, identifying areas for cost savings opportunities.
- Generated reports on warranty performance metrics including turnaround times and resolution rates.
- Investigated customer complaints regarding product defects and non-compliance with warranties.
- Assisted in creating standard operating procedures for processing warranty requests.
- Maintained up-to-date knowledge of current industry regulations related to warranties.
- Collaborated with team members on special projects as needed.
- Evaluated existing policies and procedures for processing warranties and identified areas for improvement.
- Compiled data from various sources into meaningful reports that could be used by management for decision making purposes.
- Communicated effectively both verbally and in writing with customers regarding their inquiries relating to their warranties.
- Stayed up to date on factory announcements and recalls.
- Processed warranty paperwork for accurate documentation, reporting and filing.
- Followed up on payments for outstanding claims.
- Resubmitted rejected warranty claims and received authorization for write-offs.
- Reconciled warranty receivables with payments using appropriate accounting schedules.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Checked documentation for appropriate coding, catching errors and making revisions.
- Collaborated with fellow team members to manage large volume of claims.
- Organized information by using spreadsheets, databases or word processing applications.
- Examined claims, records and procedures to grant approval of coverage.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Served as subject matter expert for non-standard coverage questions.
Automotive Service Advisor
Basil Ford
Niagara Falls, NY
03.2014 - 04.2016
- Greeted customers, identified their needs and provided advice on automotive services.
- Inspected vehicles for mechanical issues and recommended appropriate repair services.
- Provided estimates of repair costs to customers and discussed options with them.
- Scheduled appointments for vehicle service and repairs as requested by customers.
- Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
- Communicated effectively with technicians regarding current jobs, status updates and special requests from customers.
- Monitored work progress to ensure timely completion of services within specified timeframes.
- Resolved customer complaints promptly in a professional manner while adhering to company policies.
- Educated customers about preventative maintenance programs available at the dealership.
- Coordinated delivery of vehicles upon completion of repairs or scheduled maintenance.
- Followed up with customers after service visits to confirm satisfaction with completed work.
- Ordered necessary parts for specific service jobs as needed from suppliers or dealerships.
- Upsold additional products such as extended warranties, oil changes, tire rotations.
- Adhered to all applicable laws, regulations and standards related to automotive servicing operations.
- Collaborated closely with colleagues across departments such as sales, finance and accounting.
- Analyzed technician notes to ensure accuracy of repair orders before submitting invoices to customers.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Conferred with customers to obtain descriptions of vehicle problems and discuss work or future repair requirements.
- Estimated costs of vehicle repair.
- Reviewed work orders and discussed with supervisors.
Quicklane Manager
West Herr Ford of Amherst
Amherst, NY
03.2013 - 04.2014
- Managed daily operations of Quick Lane, including staffing, customer service, and financial performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Monitored employee performance and provided feedback to ensure quality standards were met.
- Trained new employees on Quick Lane policies and procedures.
- Resolved customer complaints in a timely manner and communicated solutions to customers as needed.
- Ensured compliance with all state regulations regarding automotive repairs and services.
- Conducted regular staff meetings to discuss goals, objectives, and progress towards them.
- Implemented cost-saving measures throughout the Quick Lane operation.
- Evaluated Quick Lane processes regularly to identify areas for improvement.
General Manager
Goodyear Auto Service Center
Lockport, NY
05.2005 - 09.2013
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Developed marketing strategies designed to increase brand awareness within target markets.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Supervised employees through planning, assignments, and direction.
- Tracked monthly sales to generate reports for business development planning.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Quicklane Manager
Gambino Ford
Lockport, NY
10.2003 - 10.2004
- Managed daily operations of Quick Lane, including staffing, customer service, and financial performance.
- Monitored employee performance and provided feedback to ensure quality standards were met.
- Trained new employees on Quick Lane policies and procedures.
- Resolved customer complaints in a timely manner and communicated solutions to customers as needed.
- Ensured compliance with all state regulations regarding automotive repairs and services.
- Implemented cost-saving measures throughout the Quick Lane operation.
- Evaluated Quick Lane processes regularly to identify areas for improvement.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Implemented quality control measures to uphold company standards.
Service Manager
Expert Tire (Firestone)
Lockport, NY
10.2000 - 09.2003
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Resolved customer complaints in a timely manner.
- Enforced safety protocols to ensure a safe working environment for all employees.
- Analyzed existing processes for potential cost savings initiatives.
- Maintained accurate records of all service requests, including resolution times.
- Ensured compliance with applicable laws and regulations related to services provided.
- Created standard operating procedures for all service functions.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Adhered to customer service standards to foster satisfaction and retention.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Hired and trained service department staff to drive performance.
- Created employee work schedules to keep shifts properly staffed.
- Guided department employees on changes from management.
- Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
Education
High School Diploma -
Grand Island Senior High School
Grand Island, NY06-1989
Skills
- Claims submissions
- Error reviews
- Compliance reviews
- Paperwork Processing
- Microsoft Office
- Claims Processing
- Technical knowledge
- Compliance Monitoring
- Paperwork coordination
Timeline
Warranty Administrator
Joe Cecconi's Chrysler Complex
05.2016 - 10.2024
Automotive Service Advisor
Basil Ford
03.2014 - 04.2016
Quicklane Manager
West Herr Ford of Amherst
03.2013 - 04.2014
General Manager
Goodyear Auto Service Center
05.2005 - 09.2013
Quicklane Manager
Gambino Ford
10.2003 - 10.2004
Service Manager
Expert Tire (Firestone)
10.2000 - 09.2003
High School Diploma -
Grand Island Senior High School
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