Gail Pennant
Augusta,GA
Summary
Highly motivated and organized individual who is passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Experienced in providing front-line assistance to users, resolving technical queries, and ensuring seamless operations. Skilled in performing user administrative tasks, and troubleshooting hardware and software issues. A quick learner with the ability to apply new material effectively who is seeking remote employment only at this time.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Lincare
09.2023 - Current
- Collaborated with medical professionals and physicians to ensure seamless patient care by communicating effectively and working closely with them
- Troubleshoot issues faced by existing patients, identified solutions and dispatched corrective action via appropriate departments within the organization
- Submitted new orders and monitored their completion, from initiation to set up, by working closely with clinical, sales, and service departments
- Deleted, corrected, or re-entered patient orders as deemed necessary
- Upheld a high level of confidentiality, ethics, and integrity
- Managed about 50 inbound phone calls positively and professionally.
Warranty Administrator
Blanchard Equipment Company
12.2022 - 05.2023
- Developed and implemented standardized warranty claim processes
- Monitored equipment records for extended and special warranties to ensure timely expiration
- Managed and processed parts and service warranty claims, including computation of charges for all locations
- Managed and processed parts and service warranty claims of charges of shop work including computation of charges for all locations
- Worked with service managers to ensure there are no expired Product Improvement programs
- Ensured compliance with non-returnable service parts policies
- Communicated to departmental management about warranty status on a regular basis
- Maintained knowledge of John Deere and competitive products
- Provided consultation and training to service managers.
Customer Service Associate
Sitel Group
08.2022 - 12.2022
- Provided exceptional customer service by handling inquiries and resolving various issues
- Exceeded metric goals by understanding and meeting customer needs while maintaining a positive attitude
- Multitasked and navigated through multiple systems to ensure prompt and efficient service
- Built rapport with customers by engaging and showing empathy when necessary
- Demonstrated resourcefulness by maintaining knowledge of resources and where to find them to answer difficult questions.
Communicator
InfoCision
09.2020 - 12.2022
- Managed a high volume of incoming calls related to fundraising and sales
- Provided personalized product recommendations to customers based on their tenure with the campaign
- Responded to customer inquiries about products and order status
- Processed payment information and other pertinent details such as addresses and phone numbers
- Identified and escalated priority issues to appropriate resources
- Provided accurate and valid information by using the right methods and tools.
Project Coordinator
Corsica Technologies
10.2019 - 03.2020
- Streamlined intake procedures for new work by managing workflow procedures to ensure tasks are assigned in a timely fashion
- Provided daily project status updates to management and conducted project meetings with internal and external resources
- Tracked and confirmed all hardware and software delivery to clients, acting as a contact between clients, vendors, and internal resources
- Assisted in updating software to ensure a smooth transition with company merger.
Warranty Admin. Coordinator II
Electrolux Major Appliances
06.2018 - 05.2019
- Analyzed work order errors and applied the appropriate fault code accordingly
- Identified and reported system fault code errors
- Updated focus models
- Developed and maintained Fault Coding SOP (Standard Operating Procedures)
- Acted as a communication liaison by answering incoming phone calls from technicians in the field
- Cultivated strong relationships with technicians and consumers
- Ensured beginning-to-end resolution of all assigned work orders for technicians in SAP and ServicePower
- Reviewed work orders for accurate financial and operating information
- Created concessions and dispatches for third party clients.
Warranty Claims Specialist/ Subject Matter Expert
Electrolux
08.2013 - 04.2018
- Dispatched calls for field service technicians
- Trained new hires on warranty processes and guidelines
- Conducted interviews with new hires
- Provided best-in-class customer service by answering roughly 30 phone calls and 20 emails promptly
- Reviewed and audited claims for payment
- Assisted service providers with claim filing
- Delivered support to designated Market Managers
- Provided monthly ideas and suggestions on how to save money and help the warranty process run smoother
- Collaborated in the new implementation of Service Power by submitting ideas to better serve warranty
- Represented the warranty department in a career fair
- Met and exceeded daily KPIs.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
Education
Associate of Science - Cyber And Network Security
Cambridge College of Health And Technology
Atlanta, GA (online)04.2025
B.A. in Communications -
Augusta State University
Augusta, GA12.2009
Bachelor's in English -
South Carolina State University
Orangeburg, SC01.2006
Skills
- Report Generation
- Account updating
- Product Knowledge
- Paperwork Processing
- Information Security
- Scheduling
- Project management abilities
- Microsoft Office Suite
- Data Entry
- Payment Processing
- Escalation management
Personal Information
Title: Customer Service Representative
Timeline
Customer Service Representative
Lincare
09.2023 - Current
Warranty Administrator
Blanchard Equipment Company
12.2022 - 05.2023
Customer Service Associate
Sitel Group
08.2022 - 12.2022
Communicator
InfoCision
09.2020 - 12.2022
Project Coordinator
Corsica Technologies
10.2019 - 03.2020
Warranty Admin. Coordinator II
Electrolux Major Appliances
06.2018 - 05.2019
Warranty Claims Specialist/ Subject Matter Expert
Electrolux
08.2013 - 04.2018
Associate of Science - Cyber And Network Security
Cambridge College of Health And Technology
B.A. in Communications -
Augusta State University
Bachelor's in English -
South Carolina State University
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