Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Watson

Citrus Springs,FL

Summary

Dynamic Warranty Administrator with a proven track record at Optimum RV, excelling in claims processing and warranty management. Recognized for enhancing accuracy in submissions and fostering teamwork, I effectively reduced discrepancies and improved customer satisfaction through exceptional communication and problem-solving skills. Committed to driving process improvements and delivering outstanding service.

Overview

14
14
years of professional experience

Work History

Warranty Administrator

Optimum Rv
06.2023 - Current
  • Processed warranty claims efficiently, ensuring compliance with company policies and procedures.
  • Coordinated communication between customers and service departments to resolve warranty issues promptly.
  • Monitored warranty-related documentation for accuracy, reducing discrepancies in claim processing.
  • Analyzed warranty data trends to identify areas for process improvement and cost reduction.
  • Provided training to new team members on warranty administration processes and software tools.
  • Maintained a high level of accuracy in claim submissions, resulting in minimal rejections due to incorrect information or incomplete documentation.
  • Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
  • Submitted supporting documents to satisfy criteria required by manufacturer or distributor.

Service Advisor

General RV
05.2019 - 06.2023
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
  • Streamlined appointment scheduling for improved efficiency and increased daily appointments.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Service Advisor

Camping World
11.2016 - 05.2019
  • Coordinated service schedules and ensured timely completion of customer requests.
  • Provided expert guidance on vehicle maintenance and repair options to customers.
  • Trained and mentored junior service advisors to enhance team performance.
  • Resolved customer complaints effectively, improving overall satisfaction ratings.
  • Collaborated with technicians to diagnose vehicle issues accurately, resulting in reduced repair times.
  • Resolved complex customer complaints, restoring client confidence in the company''s ability to provide exceptional service.
  • Developed strong relationships with clients, fostering trust and loyalty to the business.
  • Ensured accurate documentation of all service transactions in compliance with company policies and legal regulations.
  • Mentored junior service advisors, enhancing their skills and knowledge for career growth.
  • Managed scheduling of appointments, ensuring optimal utilization of resources and timely services.
  • Evaluated employee performance regularly, offering constructive feedback and guidance for improvement where necessary.
  • Created an inviting atmosphere in the waiting area that promoted comfortability while clients awaited their vehicles'' completion.
  • Assisted in recruitment efforts by conducting interviews, evaluating candidates, and providing recommendations to management for hiring decisions.
  • Maintained a high level of product knowledge, enabling informed recommendations to customers on maintenance requirements.
  • Reviewed work orders for accuracy and completeness before submitting them to technicians, minimizing errors during repairs or maintenance tasks.
  • Monitored service quality, implementing improvements based on client feedback and industry best practices.

Service Advisor

Camping World
02.2011 - 11.2016
  • Assisted customers with inquiries and service recommendations, ensuring a positive experience.
  • Learned to utilize service management software for efficient appointment scheduling and tracking.
  • Supported technicians by communicating service needs and updates to customers promptly.
  • Gained knowledge of vehicle maintenance and repair processes to provide accurate information to clients.
  • Processed customer transactions accurately, enhancing overall transaction efficiency.
  • Collaborated with team members to maintain a clean and organized service area, promoting safety standards.
  • Developed problem-solving skills by addressing customer concerns effectively and efficiently.
  • Adapted quickly to changing priorities in a fast-paced environment, demonstrating flexibility in tasks assigned.
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Enhanced customer satisfaction by providing timely and accurate service recommendations.
  • Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
  • Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

Associate Of Applied Science -

North Florida Community College
Madison, FL

HS Diploma - General Studies

Lafayette High School
Mayo, FL
06.2001

Skills

  • Claims processing
  • Warranty management
  • Warranty analysis
  • Records maintenance
  • Software applications
  • Claims submissions
  • Appointment booking
  • Paperwork processing
  • Microsoft office
  • Appointment scheduling
  • Policy management
  • Claim processing
  • Financial tracking
  • Warranty claims processing
  • Decision-making
  • Attention to detail
  • Customer service
  • Data entry
  • Teamwork and collaboration
  • Data entry software
  • Organizing and prioritizing work
  • Active listening
  • Financial transactions
  • Teamwork
  • Problem-solving
  • Time management
  • Multitasking
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Effective communication
  • Verbal and written communication

Timeline

Warranty Administrator

Optimum Rv
06.2023 - Current

Service Advisor

General RV
05.2019 - 06.2023

Service Advisor

Camping World
11.2016 - 05.2019

Service Advisor

Camping World
02.2011 - 11.2016

Associate Of Applied Science -

North Florida Community College

HS Diploma - General Studies

Lafayette High School

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Rachel Watson