Warranty Replacement Specialists/Warranty Operations

Conduct detailed inspections of approximately 600 cases per day, each containing an average of 8 photographs, to verify image quality and adherence to guidelines. Ensure swift and accurate evaluation of visual documentation, flagging inconsistencies or irregularities. Maintain consistent workflow, logging in and being operational at least six days per week. Utilize Google Drive and our proprietary internal system with efficiency and accuracy. Uphold the highest standards of independence, reliability, and attention to detail.

Directly support clients by managing and processing warranty replacement requests, ensuring smooth and timely resolution for hardware related concerns. Mentor and coach new agents through shadowing and hands on support as part of a new team integration effort. Handle the Frigidaire account, coordinating closely with logistics and service teams to ensure high quality service delivery. Handled multiple specialized functions such as Lowe’s account support, Jeopardy case handling, and SLE (Service Locator Escalation), ensuring prompt and accurate resolution of complex service issues. Supported clients through Microsoft Teams, focusing on warranty replacement operations for appliances. Ensure beginning-to-end resolution of all assigned service escalation files for our key national builder partners and consumers utilizing SAP CRM, C4C, ServicePower, and PowerBI. Handled escalations for multiple warranty categories, ensuring high-quality service delivery and customer satisfaction. Tracked and analyzed performance data using Excel and generated customized reports for client presentations. Locate Client's Service for service requests and schedule service for the earliest available date. Negotiate same-day or sooner service with the Client's Service to provide the most timely resolution. Promote teamwork and positive interaction amongst customers, both internal and external. Maintain daily tracking files in Microsoft Excel to monitor team progress, workload distribution, and warranty case statuses. Use a wide range of tools to perform daily tasks, including: ▪ SAP NetWeaver, SAP C4C/Sales cloud/Service cloud – for case management and order tracking ▪ Service Power & Service Dispatch – for technician scheduling and service coordination ▪ Power BI & Business MAP – for reporting, performance tracking, and data analysis ▪ Microsoft Outlook ▪ Microsoft Excel ▪ Verint – to monitor and manage schedule adherence ▪ Sprout – for attendance and payroll.

I can manage several chats and email quickly and offer the best customer service based on my experience. I am best at the job because I have excellent communication with the customer. I can work under pressure and I can deal with more than one task at the same time.