Lauri Wilson
Otsego
Summary
Dynamic operations professional with a positive attitude and exceptional attention to detail, experienced at Normark Industries. Proven track record in enhancing customer satisfaction through effective warranty management and administrative support. Skilled in document management and reporting, contributing to improved efficiency and accuracy in operations.
Overview
13
13
years of professional experience
Work History
StrikeMaster Operations Assistant
Normark Industries
03.2012 - Current
- Solved problems timely and effectively, ensuring customer satisfaction.
- Managed day-to-day department operations with effective workflow coordination.
- Assisted operations manager with planning of routine operations and special projects.
- Provided administrative support with accurate document preparation and data entry.
- Collaborated with other departments to foster smooth operation of daily processes.
- Contributed to development of operational procedures to improve efficiency and accuracy.
- Prepared and delivered operational performance reports to inform management.
- Provided hands-on training to new hires, ensuring they were well-equipped to perform their roles successfully from day one.
- Assisted in the development of standard operating procedures to maintain consistency and accuracy across all tasks.
- Monitored and updated inventory levels and maintained accurate records of inventory and stock movements.
- Proofread and edited documents for accuracy and grammar.
StrikeMaster Warranty Coordinator
Normark Industries
03.2012 - Current
- Participated in cross-functional meetings to discuss ongoing warranty matters and develop strategies for continuous improvement in customer service quality.
- Conducted regular audits of completed warranty claims, identifying areas for process improvement and cost reduction.
- Coordinated effectively with sales teams on pre-warranty inquiries from potential clients.
- Educated customers on proper maintenance and care practices to minimize warranty claims and improve product longevity.
- Enhanced customer satisfaction by efficiently managing warranty claims and providing timely solutions.
- Cultivated strong relationships with key stakeholders, ensuring efficient resolution of warranty concerns.
- Maintained thorough knowledge of product warranties, enabling prompt assistance to customers and colleagues alike.
- Collaborated with technicians to ensure accurate diagnosis and repair of product issues under warranty.
- Demonstrated exceptional attention-to-detail when reviewing claim documentation before making eligibility decisions.
StrikeMaster Warranty Administrator
Normark Industries
03.2012 - Current
- Maintained a high level of accuracy in claim submissions, resulting in minimal rejections due to incorrect information or incomplete documentation.
- Maintained thorough records of all warranty claims, ensuring accurate documentation and timely submissions.
- 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.
- Analyzed warranty data and provided regular reports to management, highlighting trends and identifying areas for improvement in service delivery.
- Processed claim paperwork and followed up on missing information to complete processing.
- Maintained detailed service and customer records.
- Enhanced customer satisfaction by promptly addressing and resolving warranty claims.
- Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation.
- Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
Education
High School Diploma -
Santa Rita High School
Tucson, AZ06-1979
Skills
- Positive attitude
- Attention to detail
- Professional and friendly
- Customer support
- MS office
- Administrative support
- Inventory management
- Document management
- Documentation and recordkeeping
- Reporting and documentation
- Shipping and receiving
- Report generation
Timeline
StrikeMaster Operations Assistant
Normark Industries
03.2012 - Current
StrikeMaster Warranty Coordinator
Normark Industries
03.2012 - Current
StrikeMaster Warranty Administrator
Normark Industries
03.2012 - Current
High School Diploma -
Santa Rita High School
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