Customer Service Sales

Michael Waters

* ***** **** ***** *******, MA 018**-***-*** 0516 ****.*************@*****.***

Education

Bachelor of Science, Magna Cum Laude Salem State College

Cartography and Geographic Information Systems Graduated 2009

Presented research on a comparative GIS-based business location analysis at AAG 2008 National Conference.

2008 Geospatial Information and Technology Association (GITA) Ed Forrest Award Recipient.

Experience

BMW of Sudbury Sudbury, Massachusetts

Claims Administrator September 2012 – May 2013

Audited all closed warranty repair orders to verify the accuracy and documentation of work performed and that work

was coded and charged out correctly to avoid monetary discrepancies and charge-back in a manufacturer's audit.

Enforced compliance with rules regarding work authorizations, punch times, parts returns, and repair coverage.

Submitted warranty claims to BMW corporate for complete and timely reimbursement of parts and labor expenses.

Reconciled credited claims with accounts receivable schedule to account for and monitor reimbursement for work.

Reviewed all discrepancies and rejected claims and decided upon the appropriate course of action.

BMW of Sudbury Sudbury, Massachusetts

Service Coordinator October 2010 – September 2012

Handled a high volume of incoming calls regarding requests for service taking multiple factors into consideration such

as the client's needs and situation, available appointment slots, and the projected shop workload.

Performed outbound calls to client leads to advise that they have service due according to data transmitted from their

vehicles and followed up with clients after their visit to develop and retain a loyal client-base for a high-line dealership.

Projected an empathetic and professional attitude towards an extremely demanding clientele to help ensure that

complete satisfaction is achieved and reflected by the customer service index score exceeding the national average.

NSTAR Electric Boston, Massachusetts

Intern - Draft /Records Technician May 2008 – November 2008

Maintained data to verify that connectivity records for electrical distribution network were complete and accurate for

the vital purposes of optimizing transformer load management, outage management, and meeting standards.

Designed and created maps using GIS and CAD to provide outside companies with the confidential location and

details of NSTAR utility infrastructure as well as consulted with clients when extensive amounts of data were requested.

Assisted field team with infrastructure checks, information procurement, and surveys performed with a total station for

CAD data acquisition.

Coast Maintenance Supply Company Danvers, Massachusetts

Shipping Clerk/Delivery Driver July 2006 – October 2010

Trusted alone with the after-hours daily processing, picking, and loading of all sales orders for next day delivery.

Planned efficient routes for drivers according to location of deliveries, time constraints, and special circumstances.

Provided safe, accurate, and on-time delivery of product orders to sales accounts in Boston and throughout New

England using company truck and acting as liaison between salespersons and customers to maintain good relations.

Skills

Methodical and organized approach to problem solving strengthened by past experience and analytical background.

Exceptional customer service skills and experienced with collaborating in harmony with a diverse range of associates.

Comfortable independently managing multiple responsibilities while being expected to learn new skills and practices.

Diligent towards all research and decision making to ensure the integrity of work and the best possible outcome.

ArcGIS MapInfo AutoCAD MS Office GPS Data Collection CPR Certified NREMT-B (Pending)

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