Bretton Thurston
Squamish,British Columbia
Summary
Detail-oriented Warranty & Service Lead with strong bicycle industry product knowledge, expertise in customer service, warranty, and data analysis. Proven ability to collaborate with engineering teams and enhance customer satisfaction through effective claims management and support.
Overview
13
13
years of professional experience
3
3
Certifications
Work History
Warranty & Service Lead
OneUp Components
Squamish, British Columbia
05.2022 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Educated customers on product features and services available for product upkeep.
- Assist in developing training materials for customer service representatives.
- Process warranty claims efficiently using internal software systems.
- Prepare reports analyzing the current status of warranty trends, as well as trends associated with specific products and manufacturing vendors.
- Collaborate with the Engineering Team to assess product issues and solutions.
- Maintain accurate records of warranty claims and customer interactions.
Mechanic
Republic Bicycles
Squamish, British Columbia
03.2018 - 04.2022
- Diagnosed mechanical issues in bicycles.
- Conveyed troubleshooting diagnosis to customer and outlined proposed repair plan and associated costs.
- Trained junior mechanics on repair techniques and best practices for bicycle maintenance.
Mechanic
Speed River Bicycles
Guelph, Ontario
05.2016 - 12.2017
- Assembled new bicycles for the shop showroom.
- Diagnosed mechanical issues in bicycles and recommended appropriate repairs.
- Performed maintenance on mountain, road/tri, and commuter bicycles.
Mechanic
Banks Bikes
Wolfville, Nova Scotia
04.2013 - 05.2015
Education
Master of Science - Exercise Physiology
University of Guelph
Guelph12-2017
Bachelor of Kinesiology - Kinesiology
Acadia University
Wolfville05-2015
Skills
- Bicycle industry product knowledge
- Customer service
- Warranty and claims processing
- Data analysis
Certification
Clinical Exercise Physiologist- Canadian Society for Exercise Physiology
Timeline
Warranty & Service Lead
OneUp Components
05.2022 - Current
Mechanic
Republic Bicycles
03.2018 - 04.2022
Mechanic
Speed River Bicycles
05.2016 - 12.2017
Mechanic
Banks Bikes
04.2013 - 05.2015
Master of Science - Exercise Physiology
University of Guelph
Bachelor of Kinesiology - Kinesiology
Acadia University