Julie Rapp
Surprise,AZ
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Warranty Manager
Armstrong Construction Group - Ritz Carlton Villas
Paradise Valley, USA
11.2024 - Current
- Create and implement warranty processes and procedures for the Ritz Carlton.
- Develop and implemented procedures for processing warranty claims efficiently.
- Assign work and monitored performance of project personnel.
- Negotiate with suppliers to ensure compliance with contractual obligations and warranty requirements.
- Verify issues met warranty conditions and decided on repairs or replacements.
- Manage communication with subcontractors to schedule timely repairs for warranty claims, ensuring quality work is completed and costs are tracked.
- Track warranty data to identify trends, potential issues with specific projects or building components, and areas for improvement in construction practices.
- Act as the primary point of contact for customer warranty inquiries, providing timely updates on claim status and resolving concerns professionally.
- Monitor warranty claim costs and identify strategies to minimize expenses while maintaining customer satisfaction..
- Collaborate with quality control teams to investigate warranty claims and identify root causes of defects to prevent future issues.
- Provide training to project teams on warranty procedures, customer service expectations, and proper documentation practices.
- Maintain records of all product warranties and associated documentation.
- Resolve customer inquiries and complaints with homeowner approval and sign off.
Warranty Service Coordinator
Mattamy Homes
Scottsdale, USA
05.2021 - 06.2024
- Coordinated homeowner warranty requests efficiently.
- Facilitated communication of homeowner complaints, ensuring swift and satisfactory outcomes.
- Oversaw coordination of Warranty Technician for scheduling 30-day appointments post-homeowner orientation.
- Facilitated timely completion of Warranty Service Technician work orders within a 15 to 30-day timeframe.
- Developed and sustained various financial reports for construction and warranty.
- Assisted accounting with billing discrepancies and reversal of back charges. Created and maintained multiple financial reports to ensure trade contracts and budgets were upheld.
- Compiled detailed monthly expense reports for leadership review.
- Designed a methodical tracking framework for accurate submission and documentation of HVAC registrations.
- Created monthly framework to monitor service technician survey results and update information regularly.
- Executed updates on technicians' community allocations alongside Avid Survey Reporting.
- Created case files, folders, calendar appointments for compliance and meetings with the ROC and homeowners.
- Investigated household issues and resolved them within 24 hours.
- Prepared and managed all settlement agreements for Construction and Warranty departments; worked with technicians and homeowners to retrieve information as needed; approval from management; pulled Deed for the lot and Purchase Agreement; and prepared packet for Legal to complete agreement; finalized completed settlement agreement with DocuSign; maintained and filed documents
- Coordinated monthly warranty meetings, encompassing preparation of PowerPoint presentations and logistical support.
- Developed an innovative design for warranty USB drives and screen-printed cases, leading to $10K annual savings.
- Utilized prior marketing knowledge to efficiently manage uniform orders for warranty and construction teams, achieving substantial savings per order.
- Created Touch Point Program - This new program allows Warranty personnel to complete tasks on a monthly basis to ensure homeowner satisfaction is met and consistent.
- Conducted training sessions for Builders and Warranty personnel using BuildPro.
- Developed a detailed tutorial to guide homeowners in using the homeowner portal.
- Supported Purchasing department with document submission and insurance compliance.
Operations Manager
Marketing Innovations
Scottsdale, USA
04.2008 - 05.2021
- Built relationships with customers, vendors, trades, and contractors
- Coordinated Sales Team assignments/jobs and reviewed all contracts pertaining to business activities in order to verify details, monitor work orders, and correct invoicing per contract
- Planned, directed, and coordinated customer service teams
- Demonstrated daily application of company values and visions when meeting with customers, vendors, and employees
- Provided a professional and open communication policy between departments while maintaining an understanding of business models and process flow
- Provided Sales teams with in-depth knowledge of market dynamics, art design, and consumer behavior.
- Managed creation and review of all client agreements.
- Maintained extensive calendaring to ensure all deadlines were met
Education
High school diploma or GED - General Studies
Horizon High School
05.1998
Associate's degree - Business Management
Scottsdale Community College
06.1990
Skills
- Proficient in Microsoft Office, including Word, Excel, PowerPoint, and Outlook; Adobe Acrobat Pro, DocuSign, BuildPro, and JD Edwards
- Excellent communication and organizational skills
- Organized with the ability to prioritize work and meet deadlines
- Ability to delegate tasks to appropriate parties, and follow through to completion
- Pleasant and professional demeanor, excellent customer service, with the ability to manage multiple lines simultaneously
- Proficient in drafting professional, grammatically sound written correspondence for internal and external use
- Possess extensive experience in marketing processes and branding, with a background in sales and social media
Timeline
Warranty Manager
Armstrong Construction Group - Ritz Carlton Villas
11.2024 - Current
Warranty Service Coordinator
Mattamy Homes
05.2021 - 06.2024
Operations Manager
Marketing Innovations
04.2008 - 05.2021
High school diploma or GED - General Studies
Horizon High School
Associate's degree - Business Management
Scottsdale Community College
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