Martha Williams
Chapel Hill,NC
Summary
Results-driven Leader with a forward-thinking and organized approach to checking details, following up with manufacturers and maintaining high satisfaction. Top-notch strengths in time management, multitasking and communication. Bringing 29 years of experience in the field.
Overview
29
29
years of professional experience
Work History
Warranty Administrator
Johnson Volvo Cars Durham
Durham, NC
05.2023 - 11.2025
- Processed warranty claims for vehicle repairs and maintenance requests.
- Reviewed documentation to ensure compliance with manufacturer guidelines.
- Coordinated with service department to facilitate timely claim approvals.
Service Advisor
Johnson Volvo Cars Durham
Durham, 27516
10.2022 - 05.2023
- Assisted customers with vehicle service inquiries and appointment scheduling.
- Explained service recommendations and maintenance options to clients clearly.
- Coordinated service workflows between technicians and customers efficiently.
BDC Manager
Crown Honda Of Southpoint
Durham, NC
02.2021 - 10.2022
- Launch Cisco Finesse Phone System. System monitors all incoming and outgoing calls. Increased BDC team proficiency from 85% to 97% which includes calls that clients canceled. Upwards of 1,500 calls per week.
- Daily Service Thank You Texts.
- Daily Intercept Service Surveys
- Daily Missed Appointment Follow Up
- Daily Gubagoo Service Leads
- Weekly Warranty Missed Opportunity Report
- Developed proficiency with features of BDC software to input and track communications.
- Followed BDC scripts and guidelines for inbound and outbound calls.
- Conducted multi-channel communication with customer via email, phone and website.
- Worked with departments in dealership to chart and monitor daily activities, bolstering efforts to meet assignment targets.
- Scheduled service appointments at customer convenience, building rapport and maintaining client relationships.
- Fielded calls with prompt and thorough knowledge, resolving Service issues and answering questions.
- Managed data gatekeeping by receiving information, translating and overseeing documents within file management system.
- Hired and trained staff members, oversaw department teams and delegated assignments to employees according to skill sets.
- Created procedures for data sharing and managed incoming and outgoing data files.
- Resolved information access issues, troubleshooting to improve customer and internal data entry and access.
- Documented work processes, project initiation, production and updates to assist creation of change management policies.
Warranty Administrator
Crown Honda Of Southpoint
Durham, NC
10.1996 - 02.2021
- Platinum Level Warranty Administrator
- Kept thorough records of service actions and customer information.
- Stayed up to date on factory information & recalls.
- Reconciled warranty receivables with payments using appropriate accounting schedules.
- Processed warranty paperwork for accurate documentation, reporting and filing.
- Followed up on payments for outstanding claims.
- Resubmitted rejected warranty claims and received authorization for write-offs.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Processed claims for payment.
- Assisted Service Advisors with issues regarding claims.
- Precisely calculated refunds and adjustments.
- Collaborated with fellow team members to manage large volume of claims.
- Examined claims, records and procedures to approve coverage.
Education
Some College (No Degree) - Criminal Justice
Alamance Community College
Graham, NCSkills
- Staff Training and Motivation
- Critical Thinking
- Training & Development
- Organizational Skills
- Problem Resolution
- Data Management
- Good Work Ethic
- Team Management
- Supervision & Leadership
- Friendly, Positive Attitude
Timeline
Warranty Administrator
Johnson Volvo Cars Durham
05.2023 - 11.2025
Service Advisor
Johnson Volvo Cars Durham
10.2022 - 05.2023
BDC Manager
Crown Honda Of Southpoint
02.2021 - 10.2022
Warranty Administrator
Crown Honda Of Southpoint
10.1996 - 02.2021
Some College (No Degree) - Criminal Justice
Alamance Community College