Danny Lau
Acushnet Company, Titleist Clubs
Carlsbad,United States
19
years of professional experience
Dedicated Titleist customer service professional with experience in golf club warranty/ repairs administration, customer support, claims processing, and problem resolution. Skilled at managing high-volume customer interactions, investigating and resolving issues, maintaining accurate records, and delivering exceptional service. Strong communicator with proven ability to build customer relationships, create champions, lead and help manage our strong department team, handle challenging situations professionally, and support organizational goals through efficient and detail-oriented work ethic.
Work History
Warranty/ Repairs Admin Representative-Titleist Golf Clubs
18 Years 11 Months- Process and review warranty claims for accuracy and compliance with company policies.
- Resolved warranty-related inquiries through effective communication with customers, dealers, and internal departments.
- Investigate customer concerns and recommend appropriate solutions.
- Maintain detailed records of claims, customer communications, and resolutions.
- Assist customers with product and warranty coverage questions.
- Prioritized and managed multiple tasks to consistently meet deadlines and uphold quality standards.
- Support customer satisfaction by providing professional and timely service.
- Expedited claim processing and issue resolution by collaborating with cross-functional teams.
- Create new orders and credits.
- Processed return sell-off orders to manage inventory effectively..
Education
Bachelor of Arts Degree - Graphic Design
Skills
Customer Database Management
Data Entry
Data entry proficiency
Salesforce
SAP
Call Center Applications
Data management
Microsoft Word
Warranty Processing
Data entry
Client relationship building
Customer support
Staff training
Goal-oriented mindset
Process Improvement
Accomplishments
- Recognized for repeated excellent customer service and issue resolution.
- Maintained high accuracy in claim processing and documentation.
- Consistently demonstrated professionalism in handling customer concerns and difficult situations.
- Contributed to improved customer satisfaction through timely follow-up and problem resolution.
- Helped create, lead and work with our strong warranty/ repairs club team.
Interests
Husband and father of 2 great kids
Health and Fitness with CrossFit
Brazilian Jiu-jitsu
Multi-media art and design
CORE QUALIFICATIONS
- Customer Service Excellence
- Call Center Operations
- Warranty Claims Processing via phone, email and Salesforces cases
- Problem Resolution
- Customer Retention
- Data Entry & Record Management
- Microsoft Office, Outlook, Excel, Salesforce, AGS, SAP
- New Order and Credit Processing
- Account Management
- Conflict Resolution, account partner and DTC consumers
- Multitasking & Time Management
- Verbal & Written Communication
- Team leading and Team Collaboration
Languages
English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Chinese (Cantonese)
Native or Bilingual
Spanish
Limited Working
Timeline
Warranty/ Repairs Admin Representative-Titleist Golf Clubs
Acushnet Company, Titleist Clubs
08.2007 - CurrentRead More
United States Marine Corps
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University of Maryland, Baltimore County
Bachelor of Arts Degree from Graphic Design
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