Stacy Quackenbush
Greentown
Summary
Detail-oriented Service Warranty Administrator with a proven track record in claims processing, warranty management, and records maintenance. Committed to enhancing customer satisfaction through effective communication and procedural development.
Experienced with managing warranty claims and ensuring compliance with company policies. Utilizes strong organizational skills to maintain accurate records and streamline processes. Knowledge of effective communication and problem-solving techniques to enhance customer satisfaction and support team collaboration.
Overview
35
35
years of professional experience
Work History
Service Warranty Administrator
Plevna Implement Co
Kokomo, IN
07.2021 - Current
- Processed warranty claims, ensuring compliance with company policies and manufacturer guidelines.
- Communicated effectively with customers regarding warranty status and resolution of issues.
- Maintained detailed records of warranty claims and customer interactions for audit purposes.
- Collaborated with service department to expedite claim approvals and enhance customer satisfaction.
- Trained new employees on warranty administration procedures and software tools for optimal performance.
- Developed standard operating procedures to streamline workflows and reduce processing errors in claims management.
- Maintained a high level of accuracy in claim submissions, resulting in minimal rejections due to incorrect information or incomplete documentation.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Supported service department in understanding applicable warranties, leading to improved accuracy in diagnosing warrantable repairs.
- Collaborated with service technicians to accurately diagnose vehicle issues and determine warrantable repairs.
- Monitored factory recalls and announcements to stay on top of changes.
- Processed claim paperwork and followed up on missing information to complete processing.
- Maintained detailed service and customer records.
- Managed warranty parts inventory, ensuring prompt return to vendors for reimbursement purposes.
- Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation.
- Negotiated goodwill assistance from manufacturers when appropriate, securing financial relief for customers facing costly non-warranty repairs.
- Oversaw service operations, ensuring adherence to quality standards and customer satisfaction.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
Parts Specialist
Reynolds Farm Equipment
Atlanta, IN
02.2018 - 07.2021
- Managed inventory levels to ensure availability of parts for customer orders.
- Coordinated with vendors to secure timely delivery of high-quality equipment components.
- Provided technical support and product knowledge to customers during sales interactions.
- Developed training materials for new staff on parts lookup systems and inventory processes.
- Issued parts to technicians to complete customers' repairs.
- Served customers in-store and by telephone to answer questions and place orders.
- Collaborated with service technicians to identify required parts for repairs, minimizing delays and enhancing productivity.
- Provided exceptional customer service by promptly responding to inquiries, resolving issues, and consistently going above and beyond to exceed expectations.
- Maintained a clean and organized work environment, allowing for easy access to frequently used items and efficient completion of tasks.
- Tracked parts use and charged items to customer accounts for billing.
- Processed returns and exchanges promptly, addressing customer concerns while adhering to company policies.
- Increased customer satisfaction by efficiently managing parts inventory and ensuring timely delivery of orders.
- Received and restocked product, keeping sales floor shelves full and ready for customers' purchases.
- Operated fork truck to move heavy pallets and containers of parts between vehicles and storage locations.
- Worked with vendors to place new orders, handle shortage and resolve defective parts issues.
- Increased store revenue by cross-selling products and upselling services to customers.
Parts Specialist
Plevna Implement Co
Kokomo, IN
02.2012 - 02.2018
- Stocked storage areas with merchandise from new trucks, following bins system accurately to minimize inventory errors.
- Conducted thorough research on complex parts inquiries, ensuring accurate information was provided to customers and colleagues.
- Maintained current knowledge of manufacturers' options and parts availability to offer expert support.
- Assisted customers with troubleshooting and part selection, providing knowledgeable guidance to ensure proper fitment of components.
- Provided training to new team members on best practices in parts management, fostering a culture of continuous improvement within the department.
- Ordered parts from various distributors to fulfill demands.
- Stocked and managed stock of parts.
- Assisted customers in finding appropriate parts promptly.
- Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
- Organized parts storage and stocked inventory according to established guidelines.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Used and maintained knowledge of stock numbering system and properly categorized for easy access and organization.
- Maintained clean and neat parts counter and sales floor.
Parts Manager
Greentown Equipment Inc
Greentown, IN
06.1991 - 02.2012
- Managed inventory control systems to ensure optimal stock levels and reduce excess parts.
- Oversaw parts procurement processes, negotiating with vendors for cost-effective solutions.
- Implemented training programs to enhance staff knowledge of equipment parts and maintenance procedures.
- Developed strategic relationships with suppliers, improving delivery times and service quality.
- Streamlined order fulfillment processes, reducing turnaround time for customer requests.
- Rearranged parts department to better serve changing trends and keep workspaces organized.
- Conducted regular audits on inventory levels, ensuring accuracy and preventing discrepancies between physical counts and system records.
- Increased efficiency in the parts department by implementing an improved inventory management system.
- Collaborated with service managers to ensure timely completion of repairs and maintenance, increasing overall customer satisfaction.
- Provided excellent customer service by assisting customers with locating specific parts or guiding them through the ordering process.
- Monitored and evaluated supplier performance to maintain quality of parts.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Identified areas of inefficiency within the department and developed targeted solutions to address these issues, resulting in cost savings and improved processes.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Supervised and trained staff on product knowledge and customer service.
Education
Education
IUK -Kokomo
KokomoHigh School Diploma -
Eastern High School
Greentown, IN05-1989
Skills
- Claims processing
- Warranty management
- Warranty analysis
- Records maintenance
- Recordkeeping skills
- Claims submissions
- Appointment booking
- Paperwork processing
- Appointment scheduling
Timeline
Service Warranty Administrator
Plevna Implement Co
07.2021 - Current
Parts Specialist
Reynolds Farm Equipment
02.2018 - 07.2021
Parts Specialist
Plevna Implement Co
02.2012 - 02.2018
Parts Manager
Greentown Equipment Inc
06.1991 - 02.2012
Education
IUK -Kokomo
High School Diploma -
Eastern High School