Clarence Stringer
San Antonio,TX
Summary
Resourceful Warranty Manager known for high productivity and efficient task completion. Skilled in claims processing, policy development, and customer service management. Brings strong problem-solving, negotiation, and communication skills to tackle challenges effectively and maintain positive relations with both customers and team members. Excel at managing time-sensitive tasks and making informed decisions to uphold company reputation and customer satisfaction.
Overview
21
21
years of professional experience
Work History
Area Warranty Manager
Lennar Homes
San Antonio, TX
08.2014 - Current
- Review and analyze warranty claims to determine coverage eligibility.
- Develop and implement procedures for processing warranty claims efficiently.
- Monitor warranty costs and negotiate with vendors to reduce expenses
- Direct supervision of 40 Customer Care Representatives
- Trade Partner EPO Approval Responsibility
- Generation and communication of weekly, monthly, quarterly & annual divisional performance reporting
- Direct resolution of customer disputes
- Direct resolution of employee disputes
- Direct resolution of trade partner disputes
- Track data related to returns, repairs, replacements, credits., for reporting purposes.
- Facilitate communication between customers and internal teams when resolving issues arising from defective products covered by a manufacturer's warrantee policy.
- Assign work and monitored performance of project personnel.
- Delegate work to staff, setting priorities and goals.
- Coordination of regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Provide leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Review employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interview prospective employees and provided input to HR on hiring decisions.
Senior Customer Care Representative
DR Horton
San Antonio, TX
12.2003 - 09.2014
- Developed and implemented customer service policies and procedures to ensure quality customer service.
- Provided feedback on customer complaints, inquiries, and suggestions to management for improvement.
- Resolved difficult customer issues in a timely manner while maintaining positive relationships with customers.
- Assisted customers with product information, order status updates, billing inquiries, and technical support.
- Trained new customer care representatives on company policies and procedures.
- Conducted regular follow-up calls to ensure customers were satisfied with their purchases.
- Utilized CRM software systems such as Salesforce or Zendesk to log interactions with customers.
- Participated in weekly meetings with other senior managers regarding progress made on various projects related to improving the customer experience.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Delivered customer support to high call load each shift.
- Educated customers where applicable to alleviate need for future contact.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Recommended potential products or services after analyzing customer needs.
- Supported customers to maintain positive relationships throughout and following sales processes.
Education
BBA - Management/Marketing
Texas State University
San Marcos, TX12-1987
Skills
- Team Management
- Complaint Handling
- Operational Efficiency
- Cost Control
- Employee Development
- Customer Service
- Budget Management
- Professional Demeanor
- Positive Attitude
- Active Listening
- Team Collaboration
- Adaptability and Flexibility
- Interpersonal Skills
- Hiring and Training
- Relationship Building
Timeline
Area Warranty Manager
Lennar Homes
08.2014 - Current
Senior Customer Care Representative
DR Horton
12.2003 - 09.2014
BBA - Management/Marketing
Texas State University
Similar Profiles
Tho Van HuynhTho Van Huynh
Construction Manager at Lennar HomesConstruction Manager at Lennar Homes
Gabriel SabatierGabriel Sabatier
Construction Manager / Quality Assurance Manager at Lennar HomesConstruction Manager / Quality Assurance Manager at Lennar Homes
Christopher CobbChristopher Cobb
Customer Care Area Manger at Lennar HomesCustomer Care Area Manger at Lennar Homes