Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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MELISSA FLUES

MELISSA FLUES

Hammond,UNITED STATES

Summary

With 8 years of experience as a results-driven warranty professional, I have excelled in roles as both a Warranty Support Specialist and District Service Manager. Throughout my career, I have developed expertise in meticulous warranty analysis, conducting self-audits for policy compliance, providing expert guidance, and assisting with team training on warranty processing. Highly motivated and proactive, I am eager to make a significant contribution to this position.

Overview

8
8
years of professional experience

Work History

District Manager Parts & Service

General Motors
02.2024 - Current
  • Drive Service & Parts Revenue Growth: Proactively consult with dealership management to develop and implement effective business plans, leveraging programs like 'Drive to 75,' to achieve significant Service & Parts revenue growth targets
  • Enhance Technician Skills & Reduce Comebacks: Collaborate closely with Service Managers to ensure technicians receive the necessary training and possess the required skill levels to minimize shop comebacks and enhance customer satisfaction
  • Warranty Analysis & Management: Analyze dealership warranty trends, identify potential issues, and ensure accurate and timely claim submissions, hold self adult reviews
  • Support Buyback & Trade Repurchase Processes: Conduct thorough reviews and provide support for buyback and trade repurchase requests, as well as assist with Empowerment Portal requests
  • Data Analysis & Reporting: Generate and analyze data reports to track key performance indicators, identify areas for improvement, and ensure compliance with relevant policy and procedures
  • (SASR,WPR, Empowerment portal)
  • Maximize PASE Program: Work closely with Parts Managers to achieve sales objectives, consult on strategies to grow fixed operations, and maximize the benefits of the Parts and Service Excellence (PASE) program
  • Optimize Service Lane Processes: Focus on improving service lane processes and performance through effective communication and collaboration with dealership personnel
  • Support RIM Compliance: Assist dealerships with Retail Inventory Management (RIM) to optimize inventory levels and meet required compliance targets
  • Build Strong Relationships: Maintaining strong relationships with the Warranty Support Center, SER/NER Regions, and other General Motors networks

District Manager Aftersales Remotely

MSX International
05.2023 - 02.2024
  • Enhance Customer Retention: Proactively consult with dealerships to develop and implement strategies to increase customer retention within the fixed operations department
  • Drive Fixed Operations Revenue Growth: Achieve sales objectives for the district by consulting with dealerships on strategies to grow their fixed operations revenue and maximize the benefits of the Parts and Service Excellence (PASE) program
  • Proactive Relationship Building: Identify dealer priorities and needs through thorough reviews of relevant reports
  • Prepare and execute customized agendas for meetings with General Managers (GMs), addressing their specific sales, retention, and revenue priorities
  • Achieve Performance Targets: Meet or exceed defined metric goals related to customer satisfaction, service revenue, parts sales, and overall dealership performance
  • Knowledge Sharing & Best Practices: Share best practices, innovative ideas, and success stories with dealerships within the district, providing valuable insights and analysis to support their growth
  • Develop & Implement Action Plans: Collaborate with direct reports to develop and implement effective action plans that address identified operational challenges and improve overall dealership performance

Warranty Support Specialist

Morley Company
10.2016 - 05.2023
  • Minimize Claim Rejections Collaborate closely with Service manager and Warranty administrators to identify and resolve issues that may lead to unnecessary claim rejections, ensuring timely and accurate claim processing
  • Provide Comprehensive Support Assist other team members by offering guidance and support on warranty-related matters, including navigating the Global Warranty Management System and Global Connect
  • Escalation Support Work with the Escalation team to investigate and resolve complex claim issues, determining the appropriate course of action for each case
  • Continuous Improvement Proactively identify areas for improvement in warranty processes and procedures, contributing to enhanced efficiency and accuracy
  • Build Strong Relationships Maintaining strong relationships with dealerships, the GM Regional Warranty Team, and other General Motors Network

Education

Medical Billing and Office Administrative -

Delta College
Bay City, MI

Skills

  • Communication
  • Leadership and Teamwork
  • Customer Service
  • Improvements
  • Operations
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Service and parts teams management
  • Policy and procedure enforcement

Hobbies

Crafting, Sewing, T-Shirt making, Wood working, Designing T-shirt images, Baking, Exploring Antique Festivals/ Shops, collect vintage items.

Timeline

District Manager Parts & Service

General Motors
02.2024 - Current

District Manager Aftersales Remotely

MSX International
05.2023 - 02.2024

Warranty Support Specialist

Morley Company
10.2016 - 05.2023

Medical Billing and Office Administrative -

Delta College

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MELISSA FLUES