Kimberly Vaughan Email & Phone Number

United States

Dallas, Tx

➤ Processed warranty claims on a timely basis including preparing all warranty paperwork to ensure proper documentation and verify criteria required by factory or distributor.➤ Filed and maintain all service records as required by the warrantor while keeping informed of all factory recalls and bulletins.➤ Completed all open order reports as well as preparing, recording, and submitting warranty claims to the factory or distributor and reconciling them accordingly.➤ Negotiated customer settlements, collected past due balances from vendors or customers, and assigned installer work including discussing full scope of work to be done under warranty.➤ Set schedules for QA inspectors including repair schedules and reviewed and analyzed QA inspection to set plan for scope of work to be done to correct any error.➤ Reconciled all warranty receivables with payments through the appropriate accounting schedule and posted credits on computer system.➤ Resubmitted all rejected claims promptly or received authorization to write them off, followed up on payment of outstanding claims, and filed or maintained all service records as required by the warrantor.

Grand Prairie, Tx

➤ Met with District Managers to review any new programs and to build or maintain great working relationships and negotiated with contractors for pay or contract agreements.➤ Conducted job site inspections and performed quality control as well as served as the primary direct contact for any customer or contractor dissatisfaction issues.➤ Worked directly with Executive Director to build and plan company expansion in new markets or territories and set training events for installers.➤ Managed field service personnel who performed on-site routine services including installation, maintenance, and repair and coached to provide optimum customer services.➤ Oversaw the scheduling and training of field service representatives, handled service contracts, and directed support services.➤ Developed methods, guidelines, and policies to facilitate efficient service delivery to ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed.➤ Provided input to strategic decisions that affect functional areas and resolved escalated issues arising from operations and requiring coordination with other departments.

Fort Worth, Tx

➤ Managed PSI or PSE programs as well as Installation Office, set training events for sales associates, installers, or general contractors, and conducted job site inspections.➤ Interviewed, hired, and trained new coordinators, verified work to be completed and that work was finished to contracted specifications.➤ Developed workflows for the field service team and assisted in goal setting, skill enhancement, or performance reviews activities for field service staff, processed all exceptions or approvals, and ran daily exception reports.➤ Investigated and resolve any issues resulting from substandard performance, provided training to service staff as needed, and ensured company policies or procedures are followed by the team members.➤ Provided support and guidance to service staff to ensure timely, quality customer service while developing programs to improve service staff's technical and customer service skills.➤ Addressed customer enquiries, resolved issues, and obtained customer feedback proactively as well as maintained positive and healthy relationship with various teams to ensure customer service effectiveness.