Customer Service Delivery

Eric Granger

Swartz Creek, MI ***** *********@*****.*** 248-***-****

Summary

Highly accomplished and customer-focused professional with extensive experience in customer service, communication, and operational management. Proven ability to streamline workflows, resolve complex issues, and enhance customer satisfaction in both remote and in-person environments. Eager to leverage a strong background in automotive parts, warranty claims, and team leadership to contribute to a dynamic organization. Professional Experience

Warranty Specialist Accenture - Eastpointe, MI March 2023 – January 2025

● Managed a high volume of inbound and outbound calls to resolve warranty claims for Stellantis vehicles, ensuring timely and accurate processing.

● Collaborated effectively with internal teams and external partners to expedite claims processing and parts deliveries, significantly improving service efficiency.

● Maintained meticulous records and provided clear, proactive communication to customers, keeping them informed throughout the claims resolution process.

● Demonstrated exceptional attention to detail and organizational skills in tracking and resolving complex warranty issues.

Supervisor A Plus Cleaning - Waterford, MI April 1999 – July 2024

● Trained and mentored new employees on company protocols and service delivery standards, fostering a high-performing team.

● Managed all customer inquiries and service requests via phone, email, and in-person, consistently achieving high levels of customer satisfaction.

● Oversaw logistics and inventory management, including ordering and delivering supplies, coordinating schedules, and maintaining optimal stock levels.

● Conducted regular team performance assessments, providing constructive feedback to drive continuous improvement in customer service.

Parts Specialist Tesla - Clarkston, MI September 2021 – February 2022

● Managed all aspects of parts orders, inventory, and deliveries, ensuring technicians had the necessary materials for efficient repairs.

● Provided exceptional customer service to both customers and technicians, clearly communicating parts availability, order status, and service timelines.

● Utilized remote access tools to monitor part statuses and provide real-time updates to the team, optimizing workflow.

● Trained new employees on company systems and processes, enhancing their proficiency in customer service scenarios.

Service Manager Sterling Car Care - Sterling Heights, MI May 2014 – September 2018

● Coordinated service scheduling, customer inquiries, and follow-ups to ensure seamless service delivery and high customer satisfaction.

● Trained and mentored staff, significantly improving customer interaction skills and promoting effective team collaboration.

● Managed warranty claims and tracked fleet accounts, ensuring prompt resolution of issues and minimizing delays.

● Oversaw daily operations, including inventory management, cash handling, and administrative tasks, maintaining accuracy and compliance. Skills

● Customer Service & Support: Call Management, Conflict Resolution, Customer Relations, Service Delivery, Inquiry Handling

● Operations & Logistics: Workflow Coordination, Inventory Management, Scheduling, Parts Management, Supply Chain

● AI-Powered Tool Proficiency: Proficient in utilizing AI-powered tools to optimize workflows and enhance decision-making.

● Leadership & Development: Team Training, Mentoring, Performance Assessment, Employee Development

● Administrative & Technical: Microsoft Office Suite, Data Entry, Record Keeping, Remote Access Tools, Problem-Solving

Education

High School Diploma Davison High School - Davison, MI

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