Nancy Sylvester
Manlius,NY
Work Preference
Overview
18
18
years of professional experience
Work History
Warranty Administrator
Carrier Corporation
East Syracuse, NY
07.2007 - 06.2025
- Managed warranty claims, returns, and product defect investigations.
- Oversaw compliance with company policies and industry regulations while ensuring customer satisfaction through accurate, timely, and professional resolution of warranty issues.
- Partnered with cross-functional teams to streamline processes, standardize procedures, and implement systems to improve efficiency, accuracy, and customer service.
- Reduced paperwork, lowered processing delays, and increased operational efficiency 45% by implementing electronic systems and developing standardized procedures.
- Enhanced product quality and customer experience by testing Bryant website and reporting 250 issues to be resolved prior to launch.
- Established lasting process improvements by creating, implementing, and testing standardized work for ICP brand integration.
- Delivered top-tier performance with Qualtrics satisfaction score of 9.8 and highest productivity rating within department by investigating and resolving warranty coverage questions, product defects, and return issues, ensuring accurate and timely resolutions.
- Strengthened quality improvement efforts by identifying root causes of product defects through warranty investigations, providing actionable feedback to manufacturing and quality teams.
- Supported organizational growth and compliance by training new employees on warranty claim procedures, ensuring accuracy and adherence to company standards.
- Streamlined supplier communications by building strong relationships with vendors, enabling faster resolution of defective product cases and smoother replacement part processes.
- Obtained certification for Security Defenders, assisting with identifying phishing emails.
- Analyzed problems, identified trends and developed strategies to optimize claims process.
- Monitored factory recalls and announcements to stay on top of changes.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- 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.
- Maintained detailed service and customer records.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
- Processed claim paperwork and followed up on missing information to complete processing.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Modified, updated and processed existing policies.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Posted payments to accounts and maintained records.
- Verified client information by analyzing existing evidence on file.
- Checked documentation for accuracy and validity on updated systems.
- Processed and recorded new policies and claims.
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Skills
Policy management
Recordkeeping skills
Paperwork coordination
Error reviews
Claims submissions
Compliance monitoring
Warranty management
Software applications
Paperwork processing
Records management
Claim processing
Microsoft office
Sales support
Payment issuing
Records maintenance
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Warranty Administrator
Carrier Corporation
07.2007 - 06.2025