Juan C. Santiago

Clifton, NJ ***** 862-***-**** admw2p@r.postjobfree.com linkedin.com/in/juan-carlos-santiago746a34155 PROFESSIONAL SUMMARY

Dynamic, passionate, and self-starter professional with extensive, broad-based experience in data analytics and management.

Communicate effectively in a diverse and competitive environment, driven to deliver results, and adheres to the highest standards of integrity while building remarkable relationships and influencing best practices.

Ability to work independently or collaboratively to complete multiple tasks, adept at driving strategic and high-quality concepts to bridge the gap between the business and consumers.

Demonstrate outstanding analytic skills, sound judgment, critical thinking, reliability, and accountability.

Display great stress and crisis management skills with an exceptional ability to address critical issues accurately. CORE COMPETENCIES

Time Management Skills • Communication Skills • Relationship Building • Customer Experience • Budget & Forecasting Data Driven Analysis • Inventory Control • IT Business Liaison • Customer Service • Business Performance • Software Testing OEM Manufacturing • Retail Management • Process Improvement • Risk Mitigation • Quality Assurance • Operational Reporting Sales Generation Presentations • Test Planning & Documentation • Training & Onboarding • Data Sources • Analytics Tools Critical Thinking & Problem Solving Skills • Leadership Capabilities & Coordination • Strategic Analysis & Implementation PROFESSIONAL EXPERIENCE

CONSUMER AFFAIRS SPECIALIST JAGUAR LAND ROVER CORPORATE HEADQUARTERS – Mahwah, NJ August 2018 – Present

Effectively mitigate and determine company liability in accordance with state lemon law guidelines for all 50 States.

Provide strategic direction and review vehicle service history in chronological order to evaluate consumer protection statutes.

Collaborate and work closely with Fix Right Enhanced Diagnostic (FRED) team and the Technical helpline to ensure all diagnosis has been performed according to the manufactures workshop manual to avoid litigation.

Organize and coordinate with Jaguar Land Rover retailer for final repair attempts per lemon law guidelines.

Prepare offer letter outlining refund or replacement for the required acquired vehicle (RAV) per lemon law guidelines.

Participate in Better Business Bureau Arbitrations, including initiating settlement process and coordinating related transactions.

Negotiate with attorneys, internal stakeholders, and customers to avoid litigation, resolve, and achieve cooperation goals.

Assist managers in improving operational performance by investigating processes, procedures, and trends.

Project manage and support continuous improvement through functional process analysis and effective strategic planning.

Interpret data and develop the department key point indicator (KPI) dashboard, which generated data metrics to identify processes that need modification, elimination, or re-instated, resulting in daily operations efficiency. WARRANTY ANALYST LAND ROVER NORTH AMERICA THROUGH PERCEPTA – Mahwah, NJ December 2008 – August 2018

Created support documentation that empowered and enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team, ensuring adherence to brand guidelines.

Modified and implemented system rules for new car warranty claims and Certified Pre-owned warranty claims to control warranty costs, enforce lower-level repairs, and enforce warranty policies and procedures.

Generated warranty reports using Bollywood SAP and Web Focus to analyze warranty costs or to identify cost trends.

Assisted in the development and implementation of Single View CRM and Turbo warranty through SAP.

Participated in Change Impact Analysis (CIA) for the new warranty system to developed efficiency and deficiencies, meeting deadlines consistency, delivering exceptional customer service and customer experience.

Partnered with IT and managed system performance, monitoring operations and correcting routine issues.

Helped streamline and created a savings report process for the Certified Pre-owned warranty program, which successfully achieved $500K worth of savings, maintaining the program profitable. SERVICE CONSULTANT ELITE FORD INC – Belleville, NJ September 2007 – September 2008

Scheduled service appointments, provided estimates for vehicle repairs, discussed options, and determined appropriate plans.

Accurately enter customer information specifications into the Reynolds & Reynolds system, ensure data integrity, and post all necessary maintenance or repairs for the vehicle, including information retrieval for billing purposes. Continue…

Managed ASE certified Mechanics, provided strong analysis, led process improvement and problem-solving efforts to create standard procedures to increase customer experience satisfaction.

Verified customer's vehicle warranty eligibility, conducted post-repair follow-up and inspected completed vehicle repairs for quality assurance and excellent customer service.

EARLIER EXPERIENCE

SERVICE CONSULTANT & SERVICE MANAGER OZZIE'S FORD INC – Kearny, NJ February 2001 – September 2007 EDUCATION

BACHELOR IN BUSINESS ADMINISTRATION, in progress

Passaic County Community College, Paterson, NJ

COMPUTER/TECHNICAL & OTHER SKILLS

Microsoft Office Suite – Word, Excel, PowerPoint, Outlook Tableau SAP CRM AS400 Bollywood Reporting SAP TOPIx BMIS Web Focus Reynolds & Reynolds Direct Dealer Warranty DDW Analytical Warranty System (AWS) InfoTrail Jaguar British Network JBN Jaguar Land Rover OEM Micro Cat Parts Catalogue

Contact this candidate