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Russell Abernethy
Jacksonville,FL
Summary
Automotive service manager and claims adjuster with a strong background in warranty processing and customer relations. Proven track record of improving customer satisfaction and claim resolution efficiency through effective troubleshooting. Expertise in building solid supplier relationships and ensuring quality assurance in high-pressure environments.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Claims Adjuster II
CNA National Warranty Corporation
Scottsdale, AZ
02.2021 - Current
- Investigated and evaluated insurance claims to determine coverage, liability, and settlement options
- Maintained detailed records of warranty claims, including product information, customer details, and claim status
- Collaborated with suppliers and manufacturers to obtain necessary documentation for warranty claims
- Investigated and resolved customer inquiries regarding warranty coverage, product defects, or return procedures
- Developed strong relationships with suppliers/vendors to facilitate smooth communication regarding defective products or replacement parts
- Served as a point of contact between customers and manufacturers/suppliers during the resolution process of complicated cases
Safety Manager
Echo East Coast Transportation
Jacksonville, FL
09.2022 - 10.2024
- Conducted regular safety inspections and audits to identify potential hazards and recommend corrective actions
- Implemented a behavior-based safety program that resulted in a significant reduction of behaviors that create the risk of an accident.
- Created and delivered engaging safety training sessions for employees at all levels, increasing overall knowledge and adherence to safe work practices
Assistant Service Manager
Jacksonville Chrysler Jeep Dodge Ram Arlington
Jacksonville, FL
10.2020 - 02.2021
- Oversaw technician workload, prepared repair estimates, processed warranty claims, and delivered vehicles to clients after resolving all issues, ensuring customer satisfaction.
- Managed customer's vehicle service experience from appointment scheduling to vehicle delivery upon service completion, ensuring a seamless process.
- Coordinated appointments based on urgency and availability, greeting clients upon arrival to enhance service experience.
Delivery Driver
Amazon
Kansas City, MO
01.2020 - 10.2020
- Deliver Amazon packages to customers while following Amazon's strict procedures and safety policies
Dispatcher/Trip Planner
Windstar Lines
Kansas City, MO
12.2018 - 12.2019
- Coordinated the scheduling and planning of driver routes
- Used Microsoft Excel to log trip schedules and driver information
Route Driver
North Kansas City Schools
Kansas City, MO
09.2017 - 11.2018
- Drive the school's bus route daily in the AM and PM and all school field trips
- Create and foster good student and parent relationships
- Assist in route refinement offering ideas for improvement
Dispatcher/Operations Manager
5G Transportation
Kansas City, MO
02.2016 - 08.2017
- Manage drivers (including staffing level) and office staff daily
- Maintain proper staffing to ensure all reservations are covered and customers contact is made (phone or electronic communications)
- Make decisions quickly when abnormal conditions affect the operation of the business
- Handle 20+ inbound and outbound daily calls and communicated through electronic messaging
- Use routing systems and Microsoft Outlook to communicate with drivers and passengers
Service Manager
CarMax
Overland Park, KS
07.2014 - 02.2016
- Coordinated customer's vehicle service experience from appointment scheduling to vehicle delivery upon service completion.
- Scheduled appointments based on urgency and availability, greeting clients upon arrival for service.
- Managed technician workload, prepared repair estimates, processed warranty claims, and returned vehicles to clients after resolving all issues.
Service Manager
National Tire & Battery
Lee's Summit, MO
11.2013 - 06.2014
- Managed back shop operations by scheduling staff, ensuring adequate supplies for technicians, and maintaining shop equipment for functionality and safety.
- Coordinated repair order dispatch to technicians, ensuring promise times were met and supporting service advisors with diagnosis clarification and escalated issues.
Assistant Service Manager
Legends Toyota
Kansas City, KS
06.2013 - 12.2013
- Greeted clients on service drive, documented vehicle concerns, and generated repair orders to ensure accurate service delivery.
- Dispatched repair orders to technicians, generated estimates for repairs, and updated clients on status to enhance communication and service efficiency.
- Achieved CSI in green standard while fostering long-term business relationships to promote customer loyalty.
Assistant Service Manager
Legends Toyota
Charlotte, NC
09.2012 - 05.2013
- Greeted clients on service drive, documented vehicle concerns, and generated accurate repair orders to ensure effective service delivery.
- Dispatched repair orders to technicians, generated repair estimates, and provided timely status updates to clients to enhance customer satisfaction.
- Maintained CSI in green standard while fostering long-term business relationships through consistent client engagement.
Dash-8 Captain - Pilot
United Express
Cleveland, OH
05.2007 - 09.2012
- Ensured safe and efficient flight operations, prioritizing crew and passenger safety while adhering to company policies and federal aviation regulations.
Education
BBA - Management
University of Central Florida
Orlando, FL12-1999
High School Diploma -
Concord High School
Charlotte, NCSkills
- Warranty processing and claims management
- Customer service and relations
- Quality assurance and safety compliance
- Incident investigation
- Microsoft Office
- Automotive estimating
- Safety compliance
- Customer relations
- Commercial driving (box truck)
- Claims management
Certification
- Pilot License
- Radiotelephone Operator License
- Driver's License
- CDL B w/passenger, school bus and air brake endorsements
Additional Information - Authorized To Work
Authorized to work in the US for any employer
Timeline
Safety Manager
Echo East Coast Transportation
09.2022 - 10.2024
Claims Adjuster II
CNA National Warranty Corporation
02.2021 - Current
Assistant Service Manager
Jacksonville Chrysler Jeep Dodge Ram Arlington
10.2020 - 02.2021
Delivery Driver
Amazon
01.2020 - 10.2020
Dispatcher/Trip Planner
Windstar Lines
12.2018 - 12.2019
Route Driver
North Kansas City Schools
09.2017 - 11.2018
Dispatcher/Operations Manager
5G Transportation
02.2016 - 08.2017
Service Manager
CarMax
07.2014 - 02.2016
Service Manager
National Tire & Battery
11.2013 - 06.2014
Assistant Service Manager
Legends Toyota
06.2013 - 12.2013
Assistant Service Manager
Legends Toyota
09.2012 - 05.2013
Dash-8 Captain - Pilot
United Express
05.2007 - 09.2012
BBA - Management
University of Central Florida
High School Diploma -
Concord High School