Jonica Pate
Greensboro
Summary
Results-driven Warranty Administrator with proven expertise in warranty processing and workflow optimization. Known for attention to detail and effective communication, contributing to enhanced operational efficiency and improved customer satisfaction.
Overview
9
9
years of professional experience
Work History
Warranty Administrator
Acker Appliance
Tuscaloosa
03.2020 - Current
- Processed warranty claims for various appliances efficiently and accurately.
- Facilitated communication between customers and service technicians, improving repair resolution times.
- Maintained comprehensive records of warranty agreements and customer interactions.
- Assisted in training new staff on warranty policies and procedures.
- Evaluated warranty documentation for compliance with company standards.
- Responded to customer inquiries regarding warranty status and procedures.
- Collaborated with suppliers to resolve warranty-related issues promptly.
- Optimized claim processing workflows, reducing turnaround time for claims.
- Processed warranty paperwork for accurate documentation, reporting and filing.
- Developed and maintained relationships with vendors, suppliers, and other third-party providers related to warranty services.
- Participated in training sessions offered by vendors or manufacturers related to specific products or services covered by the company's warranty program.
- Clarified warranty coverage discrepancies for customers, ensuring accurate information and enhancing customer satisfaction.
- Resubmitted rejected warranty claims and received authorization for write-offs.
- Followed up on payments for outstanding claims.
- Maintained up-to-date knowledge of current industry regulations related to warranties.
- Communicated effectively both verbally and in writing with customers regarding their inquiries relating to their warranties.
- Reconciled warranty receivables with payments using appropriate accounting schedules.
- Evaluated existing policies and procedures for processing warranties and identified areas for improvement.
- Created detailed records of all customer interactions related to warranties and returns.
- Collaborated with team members on special projects.
- Provided technical support to customers regarding product warranties and returns.
- Generated reports on warranty performance metrics including turnaround times and resolution rates.
- Reconciled deliverables, monitored schedules of open claims and collaborated with accounting staff to pursue payments.
- Ensured compliance with applicable laws governing consumer protection rights when dealing with warranty claims.
- Provided extended warranty data and pricing to sales departments.
- Managed the return of defective products from customers, ensuring timely replacement or repair.
- Assisted in creating standard operating procedures for processing warranty requests.
- Investigated customer complaints regarding product defects and non-compliance with warranties.
- Compiled data from various sources into meaningful reports that could be used by management for decision making purposes.
- Coordinated with internal departments such as sales, engineering, and finance to ensure accurate handling of all warranty claims.
- Monitored warranty costs, identifying areas for cost savings opportunities.
- Managed logistics of incoming and outgoing components shipments.
- Analyzed customer feedback to identify potential issues with product quality.
- Utilized problem solving skills to resolve customer disputes quickly and efficiently.
- Examined claims, records and procedures to grant approval of coverage.
- Organized information by using spreadsheets, databases or word processing applications.
- Transcribed data to worksheets and entered data into computer to prepare documents and adjust accounts.
- Served as subject matter expert for non-standard coverage questions, property damage, and collision.
Warranty and Parts Administrator
Bob Wallace Appliance
Cullman
01.2017 - 03.2020
- Managed inventory levels for appliance parts and supplies.
- Processed incoming orders and maintained accurate records.
- Coordinated with suppliers to ensure timely deliveries of parts.
- Assisted customers with inquiries regarding parts availability and compatibility.
- Developed and implemented inventory management procedures that streamlined operations.
- Trained new staff on parts administration processes and systems.
- Collaborated with the service team to fulfill repair part requests.
- Utilized specialized software for tracking inventory and order processing.
- Performed regular cycle counts to maintain accuracy of inventory records.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Ensured compliance with safety regulations when handling hazardous materials.
- Inspected incoming shipments for accuracy and quality control purposes.
- Processed customer returns in accordance with company policy.
- Researched product information to determine the best part for a particular application.
- Prepared documentation such as invoices and packing lists associated with shipped goods.
- Managed backorders and expedited deliveries to meet customer needs.
- Analyzed historical usage trends to forecast future demand for certain parts.
- Communicated regularly with vendors regarding pricing changes, lead times, availability of items.
- Created purchase orders for new parts requested by customers or staff.
- Assisted in the development of cost-effective strategies for procuring parts.
- Developed and implemented procedures for ordering, receiving, stocking, issuing, and tracking parts.
- Tracked warranty claims, securing appropriate vendor credits.
- Provided technical support to customers regarding installation instructions or troubleshooting issues with products.
- Compiled reports on current inventory levels, order status, and other related data as needed.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Produced thorough, accurate and timely reports of project activities.
Education
Associate of Science -
Shelton State Community College
Tuscaloosa, ALSkills
- Warranty processing
- Claims processing
- Warranty management
- Warranty claims processing
- Claims documentation
- Claims submissions
- Claims documentation
- Warranty analysis
- Warranty auditing
- Warranty administration
- Customer relationship management
- Effective communication
- Problem solving
- Attention to detail
- Team collaboration
- Policy management
- Compliance evaluation
- Document coordination
- Document processing
- Records management
- Records maintenance
- Recordkeeping
- Recordkeeping organization
- Payment issuing
- Expense management
- Sales support
- Order management
- Inventory management
- Parts logistics
- Supplier coordination
- Technical support
- Workflow optimization
- Data analysis
- Software applications
- Microsoft office
- Service level agreements
- Escalation handling
- Complaint handling
- Appointment scheduling
- Appointment booking
- Complaint handling
- Warranty administration
- Recordkeeping organization
Timeline
Warranty Administrator
Acker Appliance
03.2020 - Current
Warranty and Parts Administrator
Bob Wallace Appliance
01.2017 - 03.2020
Associate of Science -
Shelton State Community College