Darren Lea
Gainesville,GA
Summary
Proven Service Advisor/Warranty Administrator at Turbo Truck Center, adept in customer relationship management and warranty claims process management. Elevated customer satisfaction by streamlining service protocols and fostering team collaboration. Recognized for meticulous attention to detail and a robust work ethic, significantly enhancing operational efficiency and client trust.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Service Advisor/Warranty Administrator
Turbo Truck Center
01.2015 - Current
- Maintained high customer satisfaction standards to meet or exceed targets.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Identified and resolved discrepancies and errors in customer accounts.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Processed claim paperwork and followed up on missing information to complete processing.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
- Monitored factory recalls and announcements to stay on top of changes.
- Maintained detailed service and customer records.
- Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
Service Technician
FarEast Motorworks
01.2002 - 12.2014
- Maintained accurate records of time and materials required to perform repairs and service.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Examined new and replacement parts to uncover defects.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Changed, rotated, and balanced tires on different types of vehicles.
- Established clear repair plans with line-item details of expected labor and parts costs.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Corrected faults and maximized performance by rebuilding systems and individual components.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
- Used specialized tools to detect leaks in gas and refrigerant systems.
- Completed customer orders and warranty services according to manufacturer specifications.
- Analyzed and located malfunctions in brakes, motors, switches, and control systems.
- Aligned systems with manufacturer specifications through skilled calibration.
- Completed thorough inspections of vehicles to evaluate damages and develop repair plans.
- Located and removed defective parts for skilled adjustment, repair or replacement.
- Tested newly installed equipment to determine proper functionality and compliance with regulations.
- Performed safety and emissions inspections.
- Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
Education
High School Diploma -
West Hall High School
Oakwood, GA05-1997
Skills
- Team collaboration
- Customer relationship management
- Maintenance reporting
- Warranty claims process management
- Attention to detail
- Product training
- Strong work ethic
- Customer consulting
- Customer service
- Bill preparation
- Records maintenance
Certification
Cummins engine and emissions warranty administration
Capacity OEM warranty administration
Autocar OEM warranty administration
Timeline
Service Advisor/Warranty Administrator
Turbo Truck Center
01.2015 - Current
Service Technician
FarEast Motorworks
01.2002 - 12.2014
Cummins engine and emissions warranty administration
Capacity OEM warranty administration
Autocar OEM warranty administration
High School Diploma -
West Hall High School
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