Susan Castellanos

Developed and implemented efficient cleaning routines to optimize time management.

• Provided exceptional customer service, addressing inquiries and resolving concerns effectively.
• Coordinated service appointments, ensuring optimal scheduling and resource allocation.
• Assisted technicians by documenting service recommendations and parts needed for repairs.
• Maintained accurate service records, enhancing traceability and accountability of customer interactions.

• Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
• Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
• Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.

• Processed warranty claims efficiently, ensuring compliance with company policies and industry regulations.
• Reviewed and analyzed warranty documentation to identify discrepancies and prevent fraudulent claims.
• Coordinated with cross-functional teams to resolve customer inquiries related to warranty coverage and service options.
• Monitored warranty trends and provided insights for management decisions regarding product reliability and service strategies.
• Analyzed warranty data and provided regular reports to management, highlighting trends and identifying areas for improvement in service delivery.
• Developed training materials for new staff on warranty procedures and software tools, enhancing team knowledge and performance.
• Implemented process improvements that streamlined claim processing times, resulting in enhanced customer satisfaction.
• Led initiatives to standardize documentation practices across departments, improving accuracy in claim submissions.
• Mentored junior staff on best practices for handling complex warranty issues, fostering a collaborative work environment.