Shannon Roberts
Vancouver,WA
Summary
Service professional with robust experience in customer service and administrative support, ready to excel in fast-paced environment. Demonstrates strong focus on team collaboration, ensuring reliability and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining detailed records. Known for high standards and delivering results-driven service.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Parts/Service Writer & Warranty Administration
Forklift Services of Oregon / Pacific JCB
02.2022 - 10.2024
- Look up parts and service information for all different make and models of forklifts and the complete line of JCB construction equipment in order to prepare quotes for the CSR’s
- Turn approved quotes into orders upon customer approval and ordered necessary parts
- Answer incoming service department phone calls
- Perform invoicing of completed work orders using Tinnacity and Equipsoft Software as well as using third party invoicing portals
- Work closely with Sales, Parts and Service Managers to ensure that all department needs are met
- Prepare warranty claims ensuring machines are covered by warranty, ensuring all warranty parts are tagged and on the shelf
- Ensure warranty work order included all supporting pictures, serial numbers and documents to file claim and get paid quickly
Warranty Administration
Pape Kenworth
06.2020 - 02.2022
- Manage incoming claims by reviewing, preparing, recording, and submitting warranty claims to the manufacturer Paccar
- Follow up by ensuring claims are processed properly by the manufacturer and resubmitting denied claims
- Ensuring compliance by ensuring that all warranty policies and procedures are followed consistently and accurately
- Maintaining record by keeping accurate records of warranty claims and their resolution
Customer Service
Nutter Enterprises
04.2019 - 08.2019
- Company Overview: Belmont, NH
- Provided customer service by answering both phone and on-site customers’ questions
- Scale operator, weigh trucks in and out with aggregate type and process orders
- Dispatch and take orders
- Assigned delivery dates, times and maintained trucking schedule
- Belmont, NH
Billing Coordinator
Casella Waste Systems
12.2015 - 04.2018
- Company Overview: Belmont NH
- Billing, productivity and route performance data organization, entry, reporting and analysis
- AS400 software system
- Scale operations, billing and reporting
- Compliance with county, state and federal rules and regulations
- New Hampshire State licensed scale operator
- Daily and end of month accounting reports in excel for City of Concord and City of Laconia
- Provided customer service support by answering phones and customer inquiries
- Dispatch and schedule drivers as needed
- Belmont NH
Data Entry, Billing, and Customer Service
Anesthesia Associates PA
04.2014 - 07.2015
- Company Overview: Concord NH
- Accurate charge entry of anesthesia procedures utilizing Phy Gene Systems
- Confirming insurance information and deductibles using web portals
- Daily posting of insurance payments to patient accounts
- Accounts Receivable include researching insurance payments, rejected payments, and incorrectly paid claims
- General ledger data entry utilizing Sage Accounting system
- Assist HR with open enrollment process and distribution of employee mailings
- Work in accordance with HIPAA privacy guidelines
- Ability to work in a fast paced environment
- Achieved department goals while beating monthly production goals
- Concord NH
Warranty, Parts, and Service Representative
Prinoth LLC
06.2005 - 04.2014
- Company Overview: Gilmanton, NH
- Answer and delegate as needed to the proper personnel all incoming calls to the parts and service departments
- Process all customer warranty claims, service reports and paid service work invoicing using SAP software systems
- Work closely with customers, both internal and external, to provide what is needed in a timely fashion
- Follow up with customers as to the status of their orders and provide pricing as required
- Customer calls as needed to provide status of customer orders
- Prepare and process shipping documents, parts, and service contracts
- Recommend and explain what additional parts or services may be required to ensure that the customer receives the proper support
- Calculate and compile service and parts related statistics that are used to prepare reports for management
- Maintain customer fleet information for New England and Mid-Atlantic Region
- Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply to cards, and lists purchased from other organizations
- Utilize SAP, Microsoft Word, Excel, Outlook and Power Point
- Participated in Prinoth’s Video Pod Cast 5 entitled 'Monster Benefits of OEM Parts'
- Gilmanton, NH
Education
BA General Studies - Human Resources Development
SOUTHERN NEW HAMPSHIRE UNIVERSITY
MANCHESTER, NH06.2017
Skills
- Schedule coordination
- Strong organization
- Communicating with clients
- Warranty claims processing
- Customer service expertise
- Teamwork and collaboration
- Data management
- Computer skills
- Multitasking
- Reliability
- Microsoft office
- Problem resolution
Certification
- CPR/AED Certification
Timeline
Parts/Service Writer & Warranty Administration
Forklift Services of Oregon / Pacific JCB
02.2022 - 10.2024
Warranty Administration
Pape Kenworth
06.2020 - 02.2022
Customer Service
Nutter Enterprises
04.2019 - 08.2019
Billing Coordinator
Casella Waste Systems
12.2015 - 04.2018
Data Entry, Billing, and Customer Service
Anesthesia Associates PA
04.2014 - 07.2015
Warranty, Parts, and Service Representative
Prinoth LLC
06.2005 - 04.2014
- CPR/AED Certification
BA General Studies - Human Resources Development
SOUTHERN NEW HAMPSHIRE UNIVERSITY
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