Experience

YAMAHA MOTOR CANADA LTD.

• Canada
• Retail
• 100 - 200 Employee

• Warranty Analyst

  • Apr 2023 - Present

  Ontario, Canada

• Bilingual Warranty Coordinator

  • Aug 2014 - Apr 2023

  Toronto, Canada Area - Responsible for the administration of Warranty policies, procedures and Extended Warranty functions - Specialize in Warranty processes, claim administration and system analysis - Assist in implementing new processes for other departments related to Warranty resulting in better communication and more accurate information - Assist Dealer Support Group, Consumer Relations and Field Staff for all Warranty related issues - Responsible for communicating by phone and/or email to maintain… Show more - Responsible for the administration of Warranty policies, procedures and Extended Warranty functions - Specialize in Warranty processes, claim administration and system analysis - Assist in implementing new processes for other departments related to Warranty resulting in better communication and more accurate information - Assist Dealer Support Group, Consumer Relations and Field Staff for all Warranty related issues - Responsible for communicating by phone and/or email to maintain an excellent rapport with French and English dealers - Create bilingual E-Learning modules for dealer training, which includes learning Unit Warranty Registration, Warranty Claims | Authorizations, Campaigns, Shipping Damage and OEM Boat Package Registration - Manage the proper setup of new models, extended warranty pricing and sales programs, warranty products, job codes and campaigns in the Warranty Management System - Prioritize, maintain and implement Warranty Management System (Siebel) and Dealer Communication System enhancements - Create advanced reporting analysis - Report campaign completion data - Report quarterly on Warranty Management System milestones - Prepare monthly Warranty Statements to US and Japan - Prepare monthly Warranty Summary Report for management regarding cost per unit analysis - Prepare quarterly report for management to capture extended warranty penetration rate - Prepare monthly Crate Claims to third party Insurance Company

• Bilingual Dealer Service Support Coordinator

  • Aug 2014 - Sep 2016

  Toronto, Canada Area - Raised dealer knowledge while maintaining a high level of customer satisfaction - Communicated in French and English with dealers on Service, Warranty, Parts and Accessories inquiries - Provide dealer support in areas of technical assistance, troubleshooting, warranty administration, parts and accessories delivery and substitutions - Accurately respond to dealer parts and service inquiries daily using available resources; G-Fast, FAST-web, Service Portal, Dealer Communication… Show more - Raised dealer knowledge while maintaining a high level of customer satisfaction - Communicated in French and English with dealers on Service, Warranty, Parts and Accessories inquiries - Provide dealer support in areas of technical assistance, troubleshooting, warranty administration, parts and accessories delivery and substitutions - Accurately respond to dealer parts and service inquiries daily using available resources; G-Fast, FAST-web, Service Portal, Dealer Communication System - Supplied technical data to Consumer Relations - Documented dealer support using daily phone log and dealer analysis - Promoted and assisted dealers to attain Five Star status - Assisted Technical Specialist by creating market information reports - Inspected Warranty parts twice a month - Coordinated disposal of loaned units and ensured proper documentation



Canadian Kawasaki Motors Inc.

• Canada
• Manufacturing
• 1 - 100 Employee

• Bilingual Consumer and Dealer Relations Coordinator

  • Oct 2011 - Aug 2014

  Toronto, Canada Area - Bilingual liaison between customers and dealers - Provided creative solutions based customer concerns with the goal to improve customer satisfaction - Received and responded to customer complaints by phone, fax, mail and email and offered positive solutions in a timely manner - Provided information on policies and procedures and made recommendations for improvement based on customer and dealer needs - Ensured prompt responses and implemented efficient use of available… Show more - Bilingual liaison between customers and dealers - Provided creative solutions based customer concerns with the goal to improve customer satisfaction - Received and responded to customer complaints by phone, fax, mail and email and offered positive solutions in a timely manner - Provided information on policies and procedures and made recommendations for improvement based on customer and dealer needs - Ensured prompt responses and implemented efficient use of available resources - Managed the Owner Relationship Excellence Program Show less