Katherine HARMON
mcrae,AR
Summary
Developed expertise in managing customer relations, handling claims, and ensuring compliance with warranty policies in fast-paced environment. Seeking to transition into new field where these skills can contribute to operational efficiency and customer satisfaction. Capable of adapting quickly to new challenges and driving positive outcomes.
Customer service professional bringing extensive experience in automotive industryspecializing in client relations and service delivery. Proven ability to diagnose vehicle issues accurately and manage repair processes smoothly. Known for exceptional team collaboration and reliabilityadapting seamlessly to evolving customer needs and industry changes.
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Warranty Manager
Kikos Kountry Rv
07.2018 - 08.2024
- Maintained accurate records of all warranties, repairs, and replacements.
- Communicated effectively with customers regarding their warranty coverage and options
- Developed comprehensive knowledge of warranty administration processes and procedures
- Utilized problem-solving skills to resolve customer disputes quickly and efficiently
- Reviewed incoming inquiries from customers about their warranties for accuracy
- Identified opportunities to improve customer satisfaction with warranty service.
- Worked collaboratively with other departments such as engineering, sales, finance., to ensure timely resolution of customer issues
- Coordinated with suppliers and manufacturers on replacement part availability when needed.
- Managed budgetary responsibilities for the warranty department, ensuring cost-effective allocation of resources.
- Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.
- Facilitated efficient communication between all relevant departments involved in processing warranties, fostering a collaborative environment that supports successful resolutions.
Business consultant
subway development inc
09.2015 - 07.2018
- Advised clients on effective methods to achieve their desired goals while ensuring compliance with applicable regulations
- Advised clients on the implementation of new business processes and systems.
- Assisted with the development of marketing plans that increased brand awareness among target audiences
- Provided professional advice to clients regarding the restructuring of their businesses, resulting in improved efficiency and cost savings
- Managed client relationships by addressing inquiries and resolving issues in a timely manner
- Analyzed problematic areas to provide recommendations and solutions.
- Identified areas of improvement within the organization and provided guidance on strategic initiatives
- Provided business-related guidance to associates through huddles and team meetings
- Worked with owners and leaders to rebrand and streamline operations.
Fire Lieutenant
Mcrae Fire Dept
03.2020 - Current
- Participated in drills and training sessions designed to improve firefighter proficiency levels
- Provided efficient communication with team members during critical incidents.
- Inspected personal protective gear regularly for signs of wear or damage.
- Responded promptly to emergency calls from dispatch centers.
- Utilized specialized equipment, such as ladders and hoses, to contain fires quickly and safely
- Practiced emergency medical response procedures, such as CPR and First Aid, to assist injured personnel
- Adhered strictly to safety regulations when operating firefighting apparatus.
- Developed strategies for responding to hazardous materials emergencies.
- Assessed situations accurately to determine the best course of action in an emergency situation.
- Inspected apparatus, equipment, grounds, and stations for proper order and condition.
- Prepared reports of fires, equipment and personnel.
- Collaborated with other fire departments for mutual aid support during major incidents, augmenting available resources as needed to ensure public safety objectives were met efficiently.
- Mentored new firefighters, fostering a positive work environment conducive to professional growth and development.
- Established effective communication channels between command staff and frontline responders during high-pressure incidents, ensuring clear directives and information sharing.
- Evaluated personnel performance regularly, providing constructive feedback and identifying individual strengths to match skill sets with appropriate assignments.
- Supervised cleaning and maintenance of buildings, rooms and equipment.
- Oversaw inventory management processes for station supplies and equipment, maintaining adequate levels while minimizing waste or excess spending.
- Coordinated large-scale emergency exercises, simulating realistic scenarios to assess department readiness and identify areas requiring improvement.
- Responded to emergency medical calls to perform lifesaving procedures and other emergency medical services.
- Led team in fighting fires and exercised considerable judgment in deciding best way to extinguish based on type of fuel and environment.
- Preserved order and discipline among subordinates and gave assignments and instructions.
- Oversaw scene operations and assigned firefighters to strategic locations.
- Assessed scenes, coordinated responses and communicated critical details to superiors through two-way radios.
- Checked fire suppression equipment regularly and oversaw upkeep.
Service Advisor/ Parts
Kikos Kountry Rv
07.2023 - 08.2024
- 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.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- 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.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Identified and resolved discrepancies and errors in customer accounts.
PDI Technician
Kikos Kountry Rv
08.2018 - 08.2024
- Provided exceptional customer service, addressing concerns promptly and professionally.
- Reduced repeat repairs by accurately diagnosing issues the first time and implementing effective solutions.
- Consistently met or exceeded established benchmarks for productivity in terms of both quantity and quality of work performed.
- Increased overall shop productivity by assisting colleagues with complex repairs when necessary.
- Streamlined repair processes for increased efficiency and quicker service turnaround times.
- Maintained accurate documentation of all repairs, ensuring proper tracking and accountability.
- Collaborated with colleagues to share knowledge and improve overall team performance.
- Optimized workflow within the shop by effectively prioritizing tasks based on urgency and complexity of repairs needed.
- Examined products for imperfections and defects.
- Recorded inspection and test results on data sheets.
- Followed standard operating procedures for inspections and tests.
- Checked color, shape, texture and grade of products and materials against established templates, charts, and samples.
- Provided feedback to production team regarding product quality.
- Repaired faults, reassembled products, and completed additional tests.
- Used analyzers, multimeters and power supplies to conduct diagnostic procedures.
Education
High School Diploma -
Beebe High School
Beebe, AR05-2011
Skills
- Warranty analysis
- Team management
- Escalation handling
- Complaint handling
- Policy enforcement
- Records review
- Sales support
- Order management
- Product expertise
- Warranty administration
- Service level agreements
- Warranty auditing
- Claim processing
- Positive attitude
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Computer skills
- Team leadership
- Active listening
- Adaptability and flexibility
- Problem resolution
- Task prioritization
- Self motivation
- Employee training
- Multitasking and organization
- Vehicle assessment
- Strong work ethic
- Listening skills
- Excellent communication
- Service estimates
- Team player mentality
Certification
Dometic course on air conditioners, furnaces, and water heaters
Timeline
Service Advisor/ Parts
Kikos Kountry Rv
07.2023 - 08.2024
Fire Lieutenant
Mcrae Fire Dept
03.2020 - Current
PDI Technician
Kikos Kountry Rv
08.2018 - 08.2024
Warranty Manager
Kikos Kountry Rv
07.2018 - 08.2024
Business consultant
subway development inc
09.2015 - 07.2018
High School Diploma -
Beebe High School
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