Lisa Haynes
Mountain City,TN
Summary
Dynamic automotive professional with extensive experience at Johnson City Ford Lincoln, excelling in warranty management and claims processing. Proven track record of enhancing customer satisfaction through meticulous records maintenance and effective communication. Skilled in software applications and committed to achieving financial targets while ensuring compliance with industry standards.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Parts Counter Person
Johnson City Ford Lincoln
Johnson City, TN
08.2016 - 08.2017
- Developed strong relationships with clientele through consistent follow-up calls and personalized service recommendations.
- Assisted customers with locating specific parts, leading to a streamlined shopping experience.
- Conducted regular inventory audits, identifying discrepancies and making necessary adjustments to maintain accurate records.
- Provided exceptional customer support to every guest to promote satisfaction and meet service guidelines.
- Processed customer orders accurately and efficiently, contributing to repeat business.
- Stocked shelves, built displays and merchandised products enabling customers to find needed items and products.
- Utilized computer systems to look up part information, expediting the sales process and enhancing customer satisfaction.
- Collaborated with team members to maintain a clean and organized workspace, promoting an efficient work environment.
- Demonstrated expertise in identifying alternative parts options when specific items were unavailable or discontinued, saving time for both staff and clients alike.
- Completed sales and service documentation for customer and business records and provided receipts of purchase.
- Mitigated financial discrepancies by managing inventory, damaged goods and backorders.
- Communicated effectively with suppliers to ensure timely delivery of requested parts for customers'' needs.
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Streamlined parts ordering process by utilizing computer system more efficiently, reducing wait times for customers and improving overall satisfaction.
- Helped increase overall sales by cross-selling related items based on customers'' specific needs or vehicle requirements.
- Responded promptly to phone inquiries from customers seeking advice or assistance in selecting appropriate components.
- Maintained detailed knowledge of various manufacturers'' warranty policies, enabling accurate communication of coverage information to customers.
- Compiled comprehensive orders for commercial accounts, ensuring accuracy while maximizing revenue potential for the business.
- Managed inventory effectively, ensuring availability of high-demand items for customers.
- Ordered parts from various distributors to fulfill demands.
- Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
- Researched vehicles and parts via physical catalogs and electronic means.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Maintained clean and neat parts counter and sales floor.
- Stocked and managed stock of parts.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
- Reached out to vendors outside usual network to find parts not available from traditional sources.
Warranty Administrator
Johnson City Ford Lincoln
Johnson City TN
08.2017 - Current
- Maintained a high level of accuracy in claim submissions, resulting in minimal rejections due to incorrect information or incomplete documentation.
- Maintained thorough records of all warranty claims, ensuring accurate documentation and timely submissions.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Supported service department in understanding applicable warranties, leading to improved accuracy in diagnosing warrantable repairs.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
- Monitored factory recalls and announcements to stay on top of changes.
- Processed claim paperwork and followed up on missing information to complete processing.
- Stayed up-to-date on changes in manufacturer warranties and communicated updates to service department staff as necessary.
- Conducted regular audits of warranty work orders to ensure compliance with manufacturer guidelines and maintain dealership reputation for quality service delivery.
- Enhanced customer satisfaction by promptly addressing and resolving warranty claims.
- Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation.
- Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
- Assisted in training new staff members on warranty procedures, contributing to a well-informed team capable of handling complex claims efficiently.
- Negotiated goodwill assistance from manufacturers when appropriate, securing financial relief for customers facing costly non-warranty repairs.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Generated, posted and attached information to claim files.
- Calculated adjustments, premiums and refunds.
- Posted payments to accounts and maintained records.
Education
Diploma -
Johnson County High School
Mountain City, TN06.1990
Skills
- Claims processing
- Warranty management
- Warranty analysis
- Records maintenance
- Automotive industry expertise
- Recordkeeping skills
- Software applications
- Claims submissions
- Paperwork processing
- Microsoft office
- Records management
- Paperwork coordination
- Compliance monitoring
- Policy management
- Cost control
- Financial tracking
- Order management
- Attention to detail
- Customer service
- Prior authorization processing
- Documentation skills
- Claim amount calculations
- Great mathematical skills
- Skilled in software
Certification
Ford Warranty Master Certified
Timeline
Warranty Administrator
Johnson City Ford Lincoln
08.2017 - Current
Parts Counter Person
Johnson City Ford Lincoln
08.2016 - 08.2017
Diploma -
Johnson County High School