Rebecca Grubbs
Pittsburgh
Summary
Dynamic individual with hands-on experience in automotive and warranty, with a talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Warranty Administrator
Malloy Ford
05.2021 - 10.2022
- Management of warranty process reports, and implementation of new manufacture policies and procedures
- 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.
- Collaborated with service technicians to accurately diagnose vehicle issues and determine warrantable repairs.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
- Analyzed warranty data and provided regular reports to management, highlighting trends and identifying areas for improvement in service delivery.
- Monitored factory recalls and announcements to stay on top of changes.
- Processed claim paperwork and followed up on missing information to complete processing.
Client Service Representative
Flow Mazda
12.2016 - 04.2017
- Managed shop work flow
- Responsible for creating repair estimates and obtaining approval for needed repairs from customer or outside warranty company
- Closed repair orders and completed necessary billing processes - customer pay, factory warranty submission or outside warranty submission
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
Service Manager
European motorcycles
10.2015 - 06.2016
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
Service Manager
Jim Shorkey Family Auto Group
07.2014 - 10.2015
- Manage and train a team of used car reconditioning technicians
- Organize parts ordering, and repairs in a timely and cost effective manner
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Monitored service staff performance and provided feedback for improvement.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
Service Advisor
Allegheny Ford
07.2012 - 07.2014
- Perform customer service, write up of vehicles, selling of needed repairs
- Worked with many fleet accounts as well as fleet management companies to repair vehicles correctly and efficiently
- Entry and processing of Ford and Isuzu warranty claims
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
Dispatcher
P & W BMW
08.2011 - 06.2012
- Dispatched work orders to appropriate technicians in a manner that increased productivity
- Managed the work flow of a shop of 16 technicians including internal vehicle repairs
- Wrote and sold all internal repairs and work orders
- Managed the state inspection and emissions stickers
Education
Associates - Automotive Technology
Community College of Allegheny County
Pittsburgh, PA01.2003
Skills
- Employee Supervision
- Customer Service
- Auto Service Manageme
- Warranty Management
- Warranty Analysis
- Automotive Industry Expertise
- Software Applications
- Records Management
Certification
- BMW motorrad technician, 03/01/16
- Ducati technician, 02/01/16
- Bmw warranty admin., 12/01/15
- Bmw service manager, 12/01/15
- Driver's License, Present
- Warranty administrator, Present
- Ford master certification in warranty administration, Present
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Warranty Administrator
Malloy Ford
05.2021 - 10.2022
Client Service Representative
Flow Mazda
12.2016 - 04.2017
Service Manager
European motorcycles
10.2015 - 06.2016
Service Manager
Jim Shorkey Family Auto Group
07.2014 - 10.2015
Service Advisor
Allegheny Ford
07.2012 - 07.2014
Dispatcher
P & W BMW
08.2011 - 06.2012
Associates - Automotive Technology
Community College of Allegheny County
- BMW motorrad technician, 03/01/16
- Ducati technician, 02/01/16
- Bmw warranty admin., 12/01/15
- Bmw service manager, 12/01/15
- Driver's License, Present
- Warranty administrator, Present
- Ford master certification in warranty administration, Present
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