Diana Uspanova
Houston,TX
Summary
A highly analytical and self-motivated professional with more than 15 years of diverse experience in customer service, warranty administration, optimizing A/R functions, claims processing, and collecting and analyzing data
Overview
16
16
years of professional experience
1
1
Certification
Work History
Maintenance Warranty Analyst
SYSCO Food Services
09.2021 - Current
- Conduct filing of eligible warranty claims through work orders raised across maintenance facilities, follow-up with vendors and process received vendor credits
- Support the development of policies and procedures necessary for corporate governance to assure optimal application of the warranty programs across the entire company
- Assist in the development and maintenance of management reports, performance metrics for warranty reimbursements
- Act as interface between Sysco and vendors/suppliers for warranty claims and assist in analysis on contested warranty claims
- Participate in development of Technical Service Bulletins, Campaigns and Recalls, and analysis of work order trends specific to frequency of specific repairs not covered by OEM warranties
- Stand up warranty department and assist in recovering over $1M in the last fiscal year
Warranty Manager
AutoNation
06.2014 - 09.2021
- Directly work with OEM, vendors and internal stakeholders to create processes and procedures to optimize the warranty submission and recovery
- Head of warranty compliance related activities: lead and supervise filling of eligible warranty claims, compile and analyze data, create reports, and complete corrective action plans for non-compliance
- Conduct periodic interval reviews and audits to ensure compliance with company policies/procedures and manufacture identified regulatory requirements
- Prepare accounts receivable reconciliation reports for service and warranty base accounts (portfolio of $1 million in a monthly basis)
- Supervise office daily activities and manage the team of six employees
- Direct periodic training of service department staff on warranty procedures
- Reduced warranty payment cycle from 90 days to 30 days.
Compliance Coding Analyst
AutoNation
11.2008 - 06.2014
- Processed warranty claims on a timely basis and strict deadlines
- Researched and analyzed technical papers and regulations to resolve warranty corrections
- Assisted with accounts receivable activities: prepared necessary documentation, ensured prompt payments, analyzed charge backs and delayed payments, systemized and improved the processes
- Assisted in achieving industry-leading standards of process efficiency and cost control by monitoring and communicating quality assurance metrics and KPI levels
- Performed operational account management and front-line service support in dispute/resolution of customer discrepancies, including collection efforts/chargebacks and aging on all accounts for the third-party warranty and insurance claims
- Reduced insurance and third-party claims' payment cycle by 30%.
Education
Master of Science - Supply Chain Logistics and Project Management Technology
University of Houston
Houston, TX05.2015
Bachelor of Science - Business Administration and Accounting
University of Houston - Downtown
Houston, TX05.2012
Skills
- Warranty Management
- Compliance Monitoring
- Technical knowledge
- Claims Processing and Evaluation
- Critical Thinking
- Analytical Skills
- Policy investigations
- Multitasking Abilities
- Excellent communication skills, both verbal and written
- Teamwork and Collaboration
- Coaching and Mentoring
- Microsoft Office Suite
Certification
Lean Six Sigma Green Belt Certification by University of Houston
Timeline
Maintenance Warranty Analyst
SYSCO Food Services
09.2021 - Current
Warranty Manager
AutoNation
06.2014 - 09.2021
Compliance Coding Analyst
AutoNation
11.2008 - 06.2014
Master of Science - Supply Chain Logistics and Project Management Technology
University of Houston
Bachelor of Science - Business Administration and Accounting
University of Houston - Downtown
Lean Six Sigma Green Belt Certification by University of Houston
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