Karate,hockey
David Leal
Warranty Administrator
Burlington,ON
Summary
Dedicated Industry professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Warranty Administrator
Toronto Transit Commission
Toronto, ON
10.2018 - Current
- Oversaw logistics for incoming replacement parts and outgoing shipments of defective components.
- Maintained detailed service and customer records.
- Monitored factory recalls and announcements to stay on top of changes.
- Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
- Processed claim paperwork and followed up on missing information to complete processing.
- Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Analyzed problems, identified trends and developed strategies to optimize claims process.
- Generated, posted and attached information to claim files.
- Determined appropriateness of payers to protect organization and minimize risk.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Maintained confidentiality of patient finances, records and health statuses.
- Collected premiums and issued accurate receipts.
- Posted payments to accounts and maintained records.
- Checked documentation for accuracy and validity on updated systems.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Verified client information by analyzing existing evidence on file.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Processed and recorded new policies and claims.
- Modified, updated and processed existing policies.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Calculated adjustments, premiums and refunds.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Presented insurance options to customers in order to close sales on new policies.
- Communicated verification and authorization status updates with Type department to facilitate decision-making for patient admissions and insurance coverage.
Service Manager
Nella Cutlery
Mississauga , ON
04.2018 - 10.2018
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary.
- Followed up with customers during and after installations to verify satisfaction.
- Guided techs on automotive repair, tool usage and equipment operation.
- Maintained effective customer service by responding to service requests quickly to increase overall sales by Number%.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Set and administered department budgets for expenditures, materials and labor.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Developed written plans and obtained customer consent to proceed.
- Met with customers to discuss service needs and offer available solutions.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Managed overstocking, restocking and inventory control procedures during Type shift.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Supervised staff of Number personnel by implementing company policies, protocols, work rules and disciplinary action.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited and developed employees for Type department.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Trained and developed personnel to improve safety, employee relations and resolve Type issues.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Encouraged departmental employees to present positive, exemplary image to customers.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Service Advisor
Vermeer
Brampton, ON
04.2013 - 04.2018
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Developed estimates by costing materials, supplies and labor.
- Documented problems and corrective actions to maintain records.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Trained staff on operating procedures and company services.
- Promoted available products and services to customers during service, account management and order calls.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed and updated databases to handle customer data.
- Met customer call guidelines for service levels, handle time and productivity.
- Recommended products to customers, thoroughly explaining details.
- Welcomed, greeted and assisted guests in high-traffic store, generating $Amount of dollars in business.
- Implemented and developed customer service training processes.
- Processed Number invoices each weeks and mailed documentation to clients.
- Created and maintained detailed database to develop promotional sales.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Facilitated Type orders and completed accurate to meet aggressive deadlines.
- Delivered prompt service to prioritize customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Sought ways to improve processes and services provided.
- Responded proactively and positively to rapid change.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Recorded actions taken, issues resolved and Type information to effectively manage customer accounts.
- Resolved Type issues over phone with Number customers daily.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Effective liaison between customers and internal departments.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Effectively communicated with customers about account changes, new Type products or services and potential Type upgrades.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Entered orders into Type computer database system.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Maintained up-to-date knowledge of product and service changes.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Trained new personnel regarding company operations, policies and services.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Promised best prices for Type customer services and maintained accuracy when determining quotes.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Communicated professionally with colleagues, freelancers and clients.
- Facilitated inter-departmental communication to effectively provide customer support.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Contacted clients to verify account information and maintain accuracy, resulting in Number% increase in client satisfaction.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Managed timely and effective replacement of damaged or missing products.
- Handled Type customers in fast-paced Type setting in coordination with solid team of Number customer service associates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Service Technician 310A - Automotive
Mohawk College of Applied Arts And Technology
Hamilton, ON 04.1988 - 04.1990
Skills
Compliance reviews
Paperwork processing
Claims submissions
Appointment Scheduling
Recordkeeping skills
Payment issuing
Documentation abilities
Reporting skills
Account management
Excellent administrative abilities
Collaborative relationships
Proficient in [Software]
Data integrity
Interests
Timeline
Warranty Administrator
Toronto Transit Commission
10.2018 - Current
Service Manager
Nella Cutlery
04.2018 - 10.2018
Service Advisor
Vermeer
04.2013 - 04.2018
Service Technician 310A - Automotive
Mohawk College of Applied Arts And Technology
04.1988 - 04.1990