Shanna Barnes
Kennedy,AL
Summary
Customer-focused Service Advisor with experience delivering exceptional service by accurately assessing customer needs, coordinating repairs, and ensuring timely completion of work. Strong communicator who builds trust with customers while working closely with technicians to maintain efficiency and quality standards. Proven ability to manage multiple service orders, explain technical information clearly, and drive customer satisfaction in a fast-paced dealership or service center environment.
Overview
13
13
years of professional experience
Work History
Production Coordinator
MCM, Inc.
Northport, AL
02.2024 - Current
- Managed accounts payable and receivable, ensuring timely processing of invoices and payments.
- Improved cash flow by closely monitoring accounts receivable, ensuring prompt collection.
- Managed employee onboarding processes to ensure smooth integration.
- Aided staff with employee performance reviews
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Manage time entry data for 40 employees, make corrections and work with supervisors to limit non billable labor.
- Perform routine training for production team to ensure consistency.
- Review and manage Work in Progress (WIP) - monitoring labor, materials and closing jobs promptly to keep WIP current.
Outside Sales Representative - Commercial Truck and Trailer Parts
Fleetpride
Tuscaloosa, AL
03.2023 - 10.2023
- Conducted regular follow-ups with customers to maintain satisfaction levels and identify upsell opportunities.
- Collaborated with internal teams to fulfill orders and meet customer needs.
- Established rapport with potential customers through cold calling and presenting product offerings tailored to their needs.
- Maintained a clean and organized vehicle, ensuring that it adhered to company standards for cleanliness and safety while out on deliveries.
- Proven ability to work efficiently with minimal supervision.
Warranty Coordinator
TBEI - Ox Bodies
Fayette, AL
09.2022 - 04.2023
- Coordinated warranty claims processing, ensuring timely resolution and adherence to company policies.
- Educated customers on proper maintenance and care practices to minimize warranty claims and improve product longevity.
- Managed NHTSA safety recall by establishing outside vendors and utilizing internal technicians to far exceed the expected 10% completion rate - 40% completed upon resignation.
- Labeled and returned warranty parts and cores to vendors on time to eliminate charge backs and reduce reimbursement time.
- Completed accounting duties when needed - prepared invoices for payment, assisted with collection efforts.
Warranty Administrator/Service Advisor
Waters Truck and Tractor
Columbus, MS
03.2020 - 08.2022
- Collaborated with service technicians to validate warranty repairs.
- Maintained a high level of accuracy in claim submissions, resulting in minimal rejections due to incorrect information or incomplete documentation.
- Monitored factory recalls and announcements to stay on top of changes.
- Reconciled monies due, followed up on outstanding claims and posted payments via journal entry. Missing payments went from $565K to less than $55K.
- Managed workflow to shop technicians for prompt repair.
- Created service estimates and presented to customers for approval.
- Minimized outstanding work orders by billing repairs upon completion.
- Increased part sales by utilizing available space to showcase customer options.
- Conducted regular inventory checks of shop supplies and parts, placing orders as needed to maintain sufficient stock levels.
Lead Service Advisor/Assistant Service Manager
TEC Leasing
Portland, OR
12.2012 - 06.2019
- Supervised maintenance teams and effectively delegated assignments to optimize processes.
- Oversaw fleet maintenance for approximately 750 trucks, ensuring compliance with preventative maintenance, safety regulations and industry standards.
- Evaluated emergency breakdowns and worked with outside vendors to facilitate prompt repairs.
- Collaborated with technicians to diagnose vehicle issues accurately, resulting in reduced repair times.
- Managed warranty claims for all locations, taking annual recovery from $250K to $1.2M in the first year.
- Designed standard operating procedures encompassing multiple locations to create a consistent customer experience.
Skills
- Parts inventory control
- Employee training
- Reliability
- Attention to detail
- Multitasking and organization
- Excellent communication
- Motivated, self starter
- Service estimates
- Warranty claims process management
- Microsoft office
- Invoicing and billing
- Accounts payable and receivable
Timeline
Production Coordinator
MCM, Inc.
02.2024 - Current
Outside Sales Representative - Commercial Truck and Trailer Parts
Fleetpride
03.2023 - 10.2023
Warranty Coordinator
TBEI - Ox Bodies
09.2022 - 04.2023
Warranty Administrator/Service Advisor
Waters Truck and Tractor
03.2020 - 08.2022
Lead Service Advisor/Assistant Service Manager
TEC Leasing
12.2012 - 06.2019