Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant
Penny Rogers

Penny Rogers

Sacramento,CA

Summary

Accomplished Customer and Warranty Service Manager with a proven track record at Lennar Homes for enhancing customer satisfaction and streamlining warranty claim procedures. Expert in warranty administration and operational efficiency, I excel in team management and fostering collaboration. Achieved significant improvements in claims processing turnaround, demonstrating a strong analytical nature and a positive attitude.

Overview

19
19
years of professional experience

Work History

Business Manager

Zeam Medical Group
06.2020 - Current
  • Communicated with customers and vendors positively with particular attention to problem resolution.
  • Spearheaded recruitment and hiring process and compiled training materials for new and existing team members.
  • Oversaw and improved deliveries through proactive coordination of daily operations.
  • Assisted with hiring process and training of new employees.
  • Mentored junior staff members, helping them grow professionally and contribute more effectively to the team''s goals.
  • Fostered a culture of continuous improvement by encouraging employee input on process optimization efforts.
  • Implemented cost-cutting measures, resulting in substantial savings for the organization without compromising on quality or performance.
  • Coordinated team schedules to keep shifts properly staffed during busy periods.
  • Increased overall team productivity by fostering a positive work environment and providing effective leadership.
  • Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.

Customer and Warranty Service Manager

Lennar Homes
12.2014 - 12.2020
  • Streamlined warranty claim procedures, resulting in faster resolution times and improved customer experience.
  • Maintained comprehensive records of warranty claims, ensuring accuracy and facilitating analysis.
  • Collaborated with Quality Assurance teams to conduct in-depth product analyses, identifying potential warranty-related issues before they reached customers.
  • Managed the warranty service team, effectively reducing turnaround time for claims processing.
  • Enhanced customer satisfaction by promptly addressing and resolving warranty issues.
  • Implemented a centralized database system for tracking warranties, allowing for better monitoring and reporting capabilities.
  • Served as the primary point of contact for customers regarding all aspects of their warranties, fostering strong relationships built on trust and responsiveness.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.
  • Managed budgetary responsibilities for the warranty department, ensuring cost-effective allocation of resources.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Customer and Warranty Service Manager

Amberwood Custom Homes
10.2011 - 12.2014
  • Served as the primary point of contact for customers regarding all aspects of their warranties, fostering strong relationships built on trust and responsiveness.
  • Enhanced customer satisfaction by promptly addressing and resolving warranty issues.
  • Conducted root cause analysis for major warranty issues, identifying problem areas and implementing corrective actions.
  • Managed the warranty service team, effectively reducing turnaround time for claims processing.
  • Streamlined warranty claim procedures, resulting in faster resolution times and improved customer experience.
  • Implemented a centralized database system for tracking warranties, allowing for better monitoring and reporting capabilities.
  • Maintained comprehensive records of warranty claims, ensuring accuracy and facilitating analysis.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.

Customer and Warranty Service Manager

Don McBride Builders
10.2005 - 03.2014
  • Served as the primary point of contact for customers regarding all aspects of their warranties, fostering strong relationships built on trust and responsiveness.
  • Enhanced customer satisfaction by promptly addressing and resolving warranty issues.
  • Conducted root cause analysis for major warranty issues, identifying problem areas and implementing corrective actions.
  • Managed the warranty service team, effectively reducing turnaround time for claims processing.
  • Streamlined warranty claim procedures, resulting in faster resolution times and improved customer experience.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

AA - Business Administration

Maricopa Community Colleges, Chandler-Gilbert Community College
Chandler, AZ
02.2008

Skills

  • Complaint Handling
  • Warranty Administration
  • Escalation management
  • Operational Efficiency
  • Team Management
  • Compliance Management
  • Product expertise
  • Cost Control
  • Department operations management
  • Warranty claims processing
  • Positive Attitude
  • Teamwork and Collaboration

Timeline

Business Manager

Zeam Medical Group
06.2020 - Current

Customer and Warranty Service Manager

Lennar Homes
12.2014 - 12.2020

Customer and Warranty Service Manager

Amberwood Custom Homes
10.2011 - 12.2014

Customer and Warranty Service Manager

Don McBride Builders
10.2005 - 03.2014

AA - Business Administration

Maricopa Community Colleges, Chandler-Gilbert Community College

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Penny Rogers