Results-driven Warranty Administrator with a forward-thinking and organized approach to checking details, following up with manufacturers and maintaining high customer satisfaction. Top-notch strengths in time management, multitasking and communication. Bringing 24 years of experience in the field.
On 10/11/2016 I was contacted by Fixed Operations Director for Onion Creek Volkswagen (Cecil Hebert) and he inquired if I was available to train their new warranty admin, ( a task I under took for Mr. Barnett (owner) in 2014-2015 at Onion Creek Volkswagen in Austin Tx.) I assured Mr Hebert that I would be willing to train their new hire for warranty admin. position and I inquired when would be the best date to start training and Mr. Hebert stated that the dealership was in the process of searching for a replacement. I informed Mr. Hebert that when the dealership finds a replacement, to contact me and I would coordinate coming to Austin and train their new hire.
Mr. Hebert asked me what I was doing (employment wise) and I informed him that presently I was unemployed and looking for a job,(after spending the last 6 months traveling to Missouri, California and Arizona to visit family and some much needed time off) Mr. Hebert inquired if I would be interested in coming to work for Onion Creek Volkswagen in Austin as the Warranty Administrator, I thanked Mr. Hebert and declined his offer, explaining that I was not interested in driving to Austin everyday and I was not interested in moving to Austin, at that point Mr. Hebert inquired if I was interested in becoming the VW warranty admin for both of the Volkswagen dealerships, Onion Creek Volkswagen in Austin Tx. and Gorman McCracken Volkswagen/Mazda dealerships in Longview Tx. and work from my home. On 10/18/2016 I met with Mr Hebert and Mr. Barnett at Onion Creek dealership and was hired as contract labor working from home. On this visit I was given necessary log-ins and passwords, along with those necessities I was also given two large accordion files with hundreds of unpaid claims/ro's in no certain order. A review of SAGA showed 26 pages of unpaid claims (pending corrections) for the Onion Creek dealership, approximately 624 claims.
My first objective was to maintain the current workload, the daily Ro's being generated, secondly was to review and organize all of the claims pending corrections in SAGA and make necessary corrections to obtain claim authorization or verify and document why claim was not covered and needed to be written off. The process to cleanup the unpaid claims took months and with Volkswagens 6 month (and longer) submission timeline was also beneficial in getting claims corrected and paid, causing the Average Days to Submit to skyrocket as high as 16.5 days
During my 3 years with Barnett Auto Group, the Onion Creek dealership went through 6 Service Managers, and only 1 really understood warranty claims. The following issues were identified as problematic.
a) Warranty Repair Orders were not closed on a daily basis, instead I was sent a copy of current OPEN RO list with the RO's highlighted that they wanted closed for that work day, making claim submission very difficult to say the least. The managers reason for not closing the warranty claim on a timely basis was not having any adjustments to the Warranty Schedule and the questions that accompany the adjustments.
b) Very poor claim documentation by both ADVISORS and TECHs leaving most RO claims unacceptable by Factory Specifications, the 3 C's were not common knowledge or applied in warranty claim narratives, verifiable time clock posting was missing.
c) Warranty claims were not reviewed for correct parts posting and several parts were missed on a regular basis. Campaigns and Technical Bulletins were not reviewed and ALL recommended parts were not replaced ie... (one time use bolts)
d) RO/VIN# not being pulled up in ELSA to verify the vehicles warranty eligibility or identifying any open campaigns capitalizing on additional work (not to mention the legal aspect of not addressing open recalls/campaigns),Repair History, CPO coverage to include a complete list of how and what the vehicle was built with. Many RO's were created without visiting ELSA resulting in a very dissatisfied customer when charged for a 40K or 50K vehicle service after buying a VW Care or VW Care Plus contract covering said vehicle service, leaving a very upset customer resulting in a poor CSI.
After several months of communicating with the different service manager's (a new manager every 2 months) and pointing out each mistake and how to correct said mistake was getting little to no help from the service managers until a new manager was hired around 07/01/2017 for Onion Creek and changes to the warranty process slowly began to improve. The following are improvements implemented.
1) Dealerships closing ALL warranty claims on a daily basis, utilizing electronic claim submission into SAGA via DMS
2) Implementing the 3 C's as per VW P&P into the RO's narrative to bring warranty RO's into compliance with factory specification. Maintaining sufficient RO storylines was almost a daily battle and with a constant review and reminder of the RO's 3 C's a drastic improvement was made in how the warranty narrative was posted, an improvement that was noted by Volkswagen Warranty Field Manager Sherry Gilpin during a warranty review for Onion Creek Volkswagen on 08/01/2019.
3) Time clock punches were not in compliance with factory spec. After reviewing Volkswagen P&P for time clock requirements with staff, and explaining how the electronic RO time posting worked in the DMS, improvements were made and again improvement was noted during 08/01/2019 warranty review.
4) Vehicle's vin # not being reviewed in ELSA at time of RO creation, resulting in too many problems to list. Again copies of Volkswagen P&P requirements of why and when ELSA needs to be reviewed when a warranty RO is created were reviewed with staff and finally after an engine was replaced on a (Totaled Vehicle) making believers out of most. Pulling up a copy of ELSA and attaching to RO became a required shop policy.
5) Correct parts posting was reviewed with entire staff to include the parts dept. All parties involved were instructed to review RO's to insure correct parts and quantities are posted, to review current posting of TSB's and Campaigns/Recalls to insure ALL required parts are replaced, all fluids are posted. Again another daily battle to insure correct parts posting to RO's.
6) RO documentation for warranty claims concerning
A) Battery Test Printout with Test Code be attached to RO and battery test code # be noted in (cause) narrative of RO.
B) A/C Freon recovery and system charging printouts attached to RO and all pertinent a/c readings posted in narrative.
After several frustrating months and finally having a manager that would implement the required changes and manage the Service Dept., improvements were made and policy established to bring all aspects of every warranty claim into compliance as per Volkswagen P&P. By the end of 07/2019 total amount of claims in SAGA pending corrections for Onion Creek was 5 claims, consisting of;
(2) claims pending vehicles return to replace "required parts" not replaced at time of repair
(1) claim was pending dealership to locate original copy of RO to provide VW a copy as per their request in SAGA.
(2) claims pending review by FOM on next visit to dealership.
After several months of very frustrating moments, changes were made and improvements obtained. On
My experience with AUTOMAX started as an Advisor leading to positions as Service Manager and Warranty Administrator. I supervised all shop operations ranging from scheduling work, RO creation, dispatching, shop repairs, repair authorization, monitor daily work load versus the available man hours at hand.
All Customer issues, coordinated training for technicians and advisors. Implementing all New Technical Service Data, Service Bulletins and Service Campaigns/Recalls with all departments to include Parts and Vehicle Sales Dept to insure warranty compliance.
Inspected and verified Safe Shop Conditions. Supervised ALL Repair Tickets to insure correct closure for ALL Claim Types, customer pay, warranty and internal. Supervised Warranty Claim submission to insure payment from Factory, and that all Warranty Guidelines are followed as per the Manufacturer's P&P to their satisfaction. Interact with Factory Representatives.
Monitor CSI scores and communicate with customers to improve CSI scores. Maintained Loaner Fleets for both Volkswagen and Hyundai. Developed a Quick Lube Center, Supervised ALL Import Warranty Audits with Manufacturer.
Managed all Service Dept. Operations to insure a Safe Shop, an Efficient Shop and a Profitable Shop.
My responsibilities consisted of 6 Factory technicians, 1 Lube technician, 2 Service Advisors. Managed ALL aspects of the mechanical repair/work performed by the Service Department, including all Paint and Body Sublet Repairs. Supervised Training for advisor's and technician's. Implemented New Technical Service Data, Service Bulletins, Campaigns/Recalls. Insured Safe working conditions, Maintained current Automotive Repair Safety Regulations mandated by OSHA,OSHCOM and all other in-house insurance carriers. I approached Shop Safety with common sense and a constant awareness of all shop operations.
Supervised all mechanical and paint repairs insuring that the Customer's Needs were resolved to Their Satisfaction, while maintaining that ALL Repairs Fit the Customers Needs and were presented to the Customer in the most Professional Manner. This encompassed all aspects of the repair, with proper documentation to explain and inform the Customer of ALL Options available to enhance the Customer's ability to authorize repair work. Managed ALL aspect's of Warranty Repairs and claim submission and possess a very strong comprehension of Warranty Administration.
Responsibilities consisted of 2 Service Advisors, 6 Factory Technicians, 1 lube Tech., 3 Bodyshop Technicians and 1 Shuttle Driver.
Volkswagen Warranty Administrator Master Certification.
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