Hi, I’m
Franceska Rodriguez
Miami,FL
Summary
Bilingual Warranty Clerk with fluency in english and spanish. Over a a year background handling the warranty bookings, claims and adjustments of three different vehicle brands, including Land Rover/Jaguar, Infiniti, and Ford/Lincoln. Proficient in CDK,OMS(Ford), DBS(Nissan/Infiniti).
Overview
10
years of professional experience
Work History
Warren Henry Auto GroupNorth Miami, FL
Warranty Clerk
08.2022 - Current
Job overview
- Reviewed warranty documents to determine validity of claims and determined whether customer was eligible for coverage.
- Investigated problems related to defective parts or materials used in production process.
- Generated reports detailing warranty information such as expiration dates, product types, and customer contact details.
- Compiled data from customer records, warranties, and service orders to verify warranty status.
- Identified potential fraudulent activity on submitted claims by analyzing patterns in customer behavior.
- Prepared invoices for payment processing for approved warranty claims.
- Processed warranty claims in accordance with company policies and procedures.
- Maintained accurate records of all warranties issued and tracked them until expiration date.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Collaborated with fellow team members to manage large volume of claims.
- Examined claims, records and procedures to grant approval of coverage.
- Organized information by using spreadsheets, databases or word processing applications.
- Work alongside the Warranty Administrator to check repair orders against the vehicles service history to avoid making duplicate claims and Technician receiving double payment
- Assist Service Advisors with closing of open warranty repair orders.
- Review repair orders written for proper completion, accuracy, and legibility according to the applicable policies and procedures manual.
- Determine and enter the applicable labor operation codes, failure codes, parts stamps, and/or other administrative data required and enter them onto the repair orders
- Interpret and translate Technicians comments into damage codes/operation codes.
- Flag the appropriate Technicians for the hours earned on the operations they performed according to the manufacturer’s policies.
Warren Henry Auto GroupNorth Miami, FL
Bilingual Customer Care Specialist
02.2019 - 08.2022
Job overview
- Developed strong relationships with customers through active listening and communication skills.
- Answered inbound customer calls, responding to inquiries and resolving complaints in a professional manner.
- Collaborated with various departments to resolve complex customer issues.
- Followed established policies and procedures when handling difficult customer situations.
- Assisted customers with order placement, payment processing, product returns, delivery status updates, account maintenance, and other related requests.
- Used problem-solving techniques to quickly resolve any technical issues that arose during calls.
- Provided support for customers with questions about products or services in both English and Spanish.
- Trained new hires on best practices for providing excellent bilingual customer care.
- Performed data entry tasks accurately and efficiently into the company database.
- Adhered to all applicable laws and regulations when dealing with sensitive customer data.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Sixt Rent A CarFort Lauderdale, FL
Administrative Assistant
09.2015 - 10.2018
Job overview
- Support all branch administration activities including telephone answering, message delivery, office supply maintenance and logistical support.
- Managed administrative expenses of travel, events, and supplies with a setup budget.
- Understood and followed oral and written directions.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Manage executive calendars, strategically coordinating meetings, appointments and travel arrangements for management.
Sixt Rent A CarMiami, FL
Senior Rental Sales Agent
08.2014 - 09.2015
Job overview
- Greeted customers in a timely fashion, while quickly determining their needs while making their rental agreement.
- Upsell additional extras, insurance and offering different options for vehicles.
- Developed a highly empathetic client relationship and earned a reputation for delivering exceptional customer service.
- Following up overdue contracts by making calls and sending emails according to company policies.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained updated knowledge through continuing education and advanced training.
- Planned and completed group projects, working smoothly with others.
Education
University Gardens High SchoolSan Juan, Puerto Rico
High School Diploma
05-2005
Sistema Universitario Ana G Mendez - Universidad Del TuraboGurabo, PR
Some College (No Degree) from Nutrition Sciences
Skills
- Report Generation
- Microsoft Office
- Claims Processing
- Technical Knowledge
- Warranty Processing
- Fraud Detection
- Detail Oriented
- Confidentiality
- Customer Service
- Claim Amount Calculations
- New Policies Processing
- Data Entry
- Teamwork and Collaboration
- Reliability
- Organizational Skills
- Problem-Solving Abilities
- Critical Thinking
Languages
English
Professional
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Warranty Clerk
Warren Henry Auto Group
08.2022 - Current
Bilingual Customer Care Specialist
Warren Henry Auto Group
02.2019 - 08.2022
Administrative Assistant
Sixt Rent A Car
09.2015 - 10.2018
Senior Rental Sales Agent
Sixt Rent A Car
08.2014 - 09.2015
University Gardens High School
High School Diploma
Sistema Universitario Ana G Mendez - Universidad Del Turabo
Some College (No Degree) from Nutrition Sciences