Heidi Duplan
Reno,NV
Summary
Knowledgeable Warranty Administrator with proven ability to manage warranty claims and ensure compliance with policies. Successfully streamlined warranty processes and reduced claim resolution times. Demonstrated effective communication and organizational skills to maintain accurate records and foster strong relationships with customers and vendors.
Overview
14
14
years of professional experience
Work History
Warranty Administrator
Komatsu- Great Basin
12.2020 - Current
- Two additional branches added to responsibility, St. George, UT & Las Vegas, NV
- Regional WIP tracking
- Dotted line relationship with 3 Service Managers/Branches
- Manage/Maintain all warranty items for the region
- Main point of contact for Komatsu America warranty engineers
- Quarterly travel to all branches to ensure compliance and parts hold purge
- Train new technicians, supervisors and managers on Komatsu warranty requirements and standards
- Safety Committee leader for Sparks location
Sparks Warranty Administrator
Komatsu Equipment Company
09.2018 - 11.2020
- Claim creation, tracking and reconciliation
- Create and track all warranty jobs for Komatsu and Allied Suppliers, Mining and Construction equipment
- Factory Campaign and Preventative Maintenance scheduling/tracking
- PO creation and receipt, Service Administration assistance, reception, phones, general office duties
- Fleet management, mileage reports, IFTA
- Safety meeting documentation tracking, City/State Inspections
- Core MRA tracking and completion
- Parts recall and warranty parts hold ownership
- EPA Compliance
- Service Policy and Procedure expert
- New technician warranty training
Customer Advisor
GreatCall
12.2017 - 09.2018
- Billing inquiries and payment processing
- Basic troubleshooting and activation of new cellphones
- Rate plan changes
Customer Service Foreman
NV Energy
10.2016 - 07.2017
- Resolved escalated calls professionally by maintaining composure, listening to what the customer had to say and finding a solution.
- Led a team of 10-15 Customer Service Representatives
- Bi-weekly time sheet submission for the team
- Held monthly team meetings to train and discuss policy changes
- Maintaining the teams quality stats and coaching CSR’s errors
- Contact Center call monitoring, 45-75 monitored calls per month
- Call queue monitoring/reporting, tracking CSR’s shift adherence
- Organized vacation calendar, approved/denied requests
- Delivered excellent customer service and problem resolution
Customer Service Representative
NV Energy
07.2011 - 10.2016
- Inbound customer service residential/non-residential customers
- New accounts/ transfers/ detailed billing assistance
- Trouble response and outage ticket creation
- Provided skillful customer service
- Employee of the month July 2013 and January 2016
- Numerous special projects: Mentoring new employees, daily system and IVR Testing, User Acceptance Testing for customer interface
Education
Business Management
Truckee Meadows Community College
01.2025
Skills
- 50 WPM
- 10 Key by touch
- Microsoft Office
- Above average customer service
- Excellent phone presence
- Great communication skills, written and spoken
- Active listener and a team player
- Quick adaptation to job specific software and tasks
- CDK
- SAP
- CPR/First Aid/AED Certified
- Komatsu Service Institute Graduate
Timeline
Warranty Administrator
Komatsu- Great Basin
12.2020 - Current
Sparks Warranty Administrator
Komatsu Equipment Company
09.2018 - 11.2020
Customer Advisor
GreatCall
12.2017 - 09.2018
Customer Service Foreman
NV Energy
10.2016 - 07.2017
Customer Service Representative
NV Energy
07.2011 - 10.2016
Business Management
Truckee Meadows Community College