Alex Vásquez
Warranty Analyst
Panama Oeste,10
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Automotive Mechanic
VIP Mechanic's Service
01.2011 - 12.2012
- Maintained functionality and reliability of engines, machines, and systems through regular diagnostic checks.
- Exceeded customer expectations by consistently delivering exceptional service and workmanship.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Explained estimates and determined repair timelines to manage customer expectations.
- Repaired and replaced worn and damaged components.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Investigated customer complaints to identify cause of malfunctions.
Warehouse Worker
Auto Repuestos Del Istmo
03.2011 - 12.2011
- Loaded, unloaded, and moved material to and from storage and production areas.
- Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
Warehouse Worker
Auto Repuestos 2001
03.2011 - 12.2011
- Loaded, unloaded, and moved material to and from storage and production areas.
- Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
Senior Automotive Technician
Ventas Y Talleres Jimmy
01.2013 - 12.2013
- Performed expert-level electrical system troubleshooting to resolve malfunctions in wiring, sensors, and control modules.
- Conducted thorough inspections to identify potential issues, preventing costly repairs or breakdowns later on.
- Reduced repair times by utilizing advanced diagnostic tools and techniques effectively.
- Optimized fuel efficiency by performing precise tune-ups on gasoline-powered engines.
Senior Automotive Specialist
Motores Japoneses (Suzuki)
02.2014 - 05.2014
- Maintained up-to-date knowledge of industry trends, ensuring the provision of cutting-edge services to clients.
- Conducted thorough diagnostics to accurately identify and resolve complex automotive issues.
- Repaired wiring, HVAC, electrical and other systems for domestic automotive brands.
Senior Automotive Specialist
Bahia Motors (Honda)
12.2014 - 04.2016
- Developed comprehensive training programs, enhancing staff knowledge and productivity.
- Conducted thorough diagnostics to accurately identify and resolve complex automotive issues.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Completed customer orders and warranty services according to manufacturer specifications.
- Analyzed vehicle data using advanced diagnostic equipment.
Heavy Duty Equipment Technician
Distribuidora Cummins De Panama S De RL.
04.2016 - 01.2017
- Managed multiple projects simultaneously, while prioritizing tasks based on urgency, complexity, and overall impact on operations.
- Executed complex repairs involving engine overhauls, hydraulic system rebuilds, electrical diagnostics, tire changes for enhanced equipment performance.
- Enhanced workshop safety by enforcing proper use of tools, equipment, and personal protective gear.
- Conducted comprehensive performance tests on repaired machinery to ensure optimal functionality before returning it to service.
- Minimized potential hazards by adhering to strict guidelines regarding lockout-tagout procedures during machine servicing activities.
- Improved equipment reliability by implementing preventive maintenance procedures and conducting thorough inspections.
- Established a reputation for excellence through consistent delivery of high-quality workmanship and unwavering commitment to customer satisfaction.
- Provided technical support to customers, addressing their concerns and offering solutions for equipment performance issues.
- Reduced downtime for heavy-duty equipment by promptly diagnosing and repairing mechanical issues.
- Leveraged strong problem-solving skills to develop creative solutions for unique or challenging repair scenarios encountered in the field.
- Achieved high levels of customer satisfaction through diligent troubleshooting and effective repairs on client-owned machinery.
- Repaired machinery and equipment according to manufacturer specifications.
- Read and interpreted technical manuals for troubleshooting and repair purposes.
- Analyzed malfunctioning equipment and determined type of repairs required.
Senior Customer Service Advisor
Distribuidora Cummins De Panama S. De RL.
01.2017 - 09.2019
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Reduced customer complaints by proactively identifying areas for improvement within the department.
- Collaborated with cross-functional teams to optimize customer support strategies.
- Assisted management in establishing goals for the department based on historical data analysis and projected growth trends.
- Analyzed key performance metrics to identify trends and drive improvements in service delivery.
- Managed escalated cases with diplomacy, maintaining professionalism at all times.
- Handled high-profile clients, ensuring exceptional service levels and fostering long-term relationships.
- Resolved customer service issues using company processes and policies, and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Reviewed technical documents such as repair manuals or part catalogs to verify eligibility of specific components under manufacturer''s warranties.
- Enhanced company reputation by consistently providing exceptional customer service in warranty-related matters.
- Analyzed product return data to identify trends in defects or damages that could impact future warranties or recalls.
- Assisted sales team in creating tailored warranty packages based on customer needs while balancing risk exposure for the company.
Warranty Analyst
Ricardo Perez S.A (Toyota)
- Audited completed warranty claims to ensure accuracy, compliance, and proper documentation.
- Created training materials for staff on warranty policies and procedures, improving overall team knowledge and performance.
- Provided guidance on how to properly handle common issues arising from warranties including disputes over coverage or denied claims.
- Reviewed technical documents such as repair manuals or part catalogs to verify eligibility of specific components under manufacturer''s warranties.
- Implemented a system for tracking open claims more effectively, thereby reducing backlog and response times, enhancing 99% effectivity since 2020.
- Managed relationships with key stakeholders such as dealerships, customers, vendors, and manufacturers during the warranty process.
- Served as point of contact between customers and internal departments during the investigation of complex or high-value claims.
- Collaborated with cross-functional teams to evaluate and analyze warranty data, identifying trends and areas for improvement.
- Analyzed product return data to identify trends in defects or damages that could impact future warranties or recalls.
- Maintained warranty analyst expertise through continuous learning and staying updated on industry trends and best practices.
- Coordinated with the legal department to review and update warranty policies as needed, ensuring compliance with industry regulations.
- Developed comprehensive reports on warranty performance, assisting management in decision-making processes.
- Researched claims and incident information to deliver solutions and resolve problems.
- Documented information gathered in the field and uploaded data to the company database for efficient processing using NetSuite.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Checked documentation for accuracy and validity on updated systems.
- Verified client information by analyzing existing evidence on file.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
Education
Automotive Mechanics
INADEH
Panama City, Panama07.2024
Degree Automotive Engineering - Automotive Engineering
Universidad Tecnologica De Panama
Panama City, Panama 05.2001 -
Mechanical Engineering Technician - Engineering Mechanics
Universidad Tecnologica De Panama
Panama City, Panama 05.2001 -
Bachelor of Science -
Instituto Fermin Naudeau
Panama City, Panama 05.2001 -
Skills
Field Service Management
Certification
Forklift operator
Cedula
08-0875-1675
Idoneidad
2021-349-007
Coursesorseminars
- After school program at university of Louisville
- L10/M11 CELECT Qualification
- N14 CELECT Qualification
- ISF2.8 CM2220 E, ISF2.8 CM2220 EC Qualification
- EDS Technician Role Training
- Insite Update Qualification
- Toyota Pro Techician Qualification
- Curso de electricidad del automóvil (INADEH)
Personal Information
- Date of Birth: 11/22/93
- Gender: M
- Nationality: Panama
- Driving License: A, B, C, D
References
- VIP Mechanic Services, vía el Coco, La Chorrera, 6502-2200 (Jorge Vásquez)
- Ventas y Talleres Jimmy, plaza león local #13, tumba muerto, 6615-4894 (Erick Yee)
- Distribuidora Cummins De Panamá, S. de RL., Panamerica Corporate Center, edificio 9130, Panamá Pacifico, 6627-9557 (Osiris Villalaz)
- Bahía Motors (Honda), Ave, Ricardo J. Alfaro, 6775-1323 (Isaac Ojo)
- Ricardo Pérez S.A. (Toyota), Ave. Ricardo J. Alfaro, 6674-1061 (Laura Cianca)
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Senior Customer Service Advisor
Distribuidora Cummins De Panama S. De RL.
01.2017 - 09.2019
Forklift operator
07-2016
Heavy Duty Equipment Technician
Distribuidora Cummins De Panama S De RL.
04.2016 - 01.2017
Senior Automotive Specialist
Bahia Motors (Honda)
12.2014 - 04.2016
Senior Automotive Specialist
Motores Japoneses (Suzuki)
02.2014 - 05.2014
Senior Automotive Technician
Ventas Y Talleres Jimmy
01.2013 - 12.2013
Warehouse Worker
Auto Repuestos Del Istmo
03.2011 - 12.2011
Warehouse Worker
Auto Repuestos 2001
03.2011 - 12.2011
Automotive Mechanic
VIP Mechanic's Service
01.2011 - 12.2012
Degree Automotive Engineering - Automotive Engineering
Universidad Tecnologica De Panama
05.2001 -
Mechanical Engineering Technician - Engineering Mechanics
Universidad Tecnologica De Panama
05.2001 -
Bachelor of Science -
Instituto Fermin Naudeau
05.2001 -
Warranty Analyst
Ricardo Perez S.A (Toyota)
Automotive Mechanics
INADEH
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