Administrative Support & Warranty Operations Professional

Kelly Ball

734-***-**** • *************@*****.*** • Grass Lake, MI

Summary

Detail-oriented professional with 20+ years of experience in Administrative Support and operational management. Proven track record in maintaining accurate Digital Record Keeping and managing high-volume Data Entry within complex corporate environments. Expert in leveraging Computer Proficiency to streamline Remote Workflow Management and ensure the integrity of Corporate Documentation.

Work Experience

Warranty Administrator March 2023 – March 2025

THETFORD CORPORATION, ANN ARBOR, MI

Maintained high-volume Data Entry for warranty claims, ensuring precise payment processing to vendors and accurate financial records.

Provided essential Administrative Support by fielding calls from customers and vendors, resolving inquiries with professionalism.

Ensured the integrity of Corporate Documentation by auditing claim submissions for compliance with internal policy.

Participated in workflow optimization by identifying bottlenecks in the warranty fulfillment process.

Customer Service Representative June 2022 – March 2023

THETFORD CORPORATION, ANN ARBOR, MI

Assisted in the daily operations of a high-volume call center, facilitating Remote Workflow Management for warranty replacement orders.

Demonstrated advanced Computer Proficiency while placing and processing complex parts orders within a centralized CRM Software system.

Maintained accurate Digital Record Keeping for extended warranty contracts and processed vendor payments for technical services.

Provided technical assistance to customers and vendors, assisting in the diagnosis of product deficiencies and documenting resolutions.

Senior Supervisor, Service Depot Product June 2019 – October 2021

TERUMO CARDIOVASCULAR SYSTEMS, ANN ARBOR, MI

Managed a team of 15 Service Depot Associates, ensuring consistent Administrative Support for day-to-day service operations.

Assisted in the development and implementation of a new Field Service Management System, improving Digital Record Keeping for 50+ users.

Ensured inventory accuracy through monthly cycle counts and meticulous Data Entry into the ERP system.

Maintained and reviewed monthly and quarterly Corporate Documentation to monitor team performance and P&L objectives.

Participated in global logistics coordination, tracking shipments to ensure customer satisfaction and operational efficiency.

Supervisor, Service Depot Product June 2012 – June 2019

TERUMO CARDIOVASCULAR SYSTEMS, ANN ARBOR, MI

Streamlined service operations by reviewing processes and implementing enhancements to administrative workflows.

Assisted in the training and development of personnel, focusing on accuracy in Digital Record Keeping and CRM navigation.

Ensured customer inquiries were resolved effectively by monitoring communication channels and providing technical guidance.

Maintained key performance metrics to evaluate operational success and recommend best practices for Administrative Support.

Service Depot Assistant June 2010 – June 2012

TERUMO CARDIOVASCULAR SYSTEMS, ANN ARBOR, MI

Audited service reports to ensure compliance with CFR 820.200, maintaining high standards for Corporate Documentation.

Managed Service Request Orders (SRO), facilitating the end-to-end Remote Workflow Management of customer equipment.

Executed high-volume Data Entry and order processing tasks with a focus on accuracy and quality of work.

Participated in investigations regarding GDP discrepancies, ensuring all digital records met regulatory requirements.

Customer Service June 2006 – January 2010

MCM GROUP, CHELSEA, MI

Maintained a high level of accuracy during Data Entry for customer orders and digital document processing.

Assisted in general Administrative Support tasks to facilitate daily office operations.

Realtor, Broker, Manager January 1997 – January 2006

RE/MAX / REAL ESTATE ONE, CHELSEA, MI

Maintained detailed Digital Record Keeping for real estate transactions and legal contracts.

Provided Administrative Support and management for office operations, ensuring seamless client interactions.

Hair Designer, Owner/Operator January 1988 – January 1997

TRENDSETTERZ, CHELSEA, MI

Managed all Administrative Operations including inventory, scheduling, and digital bookkeeping.

Ensured high levels of customer satisfaction through professional service and effective communication.

Education

DIPLOMA January 1986

CHELSEA HIGH SCHOOL

Additional Skills

Administrative & Operational Support: Administrative Support, Data Entry, Digital Record Keeping, Administrative Operations, Corporate Documentation, Remote Workflow Management

Computer Proficiency & Software: CRM Software, G Suite, Microsoft Office, MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Teams, JDE, IFS, ERP Systems

Quality & Compliance: FDA experience, CFR 820.200, GDP (Good Documentation Practices), Quality System Monitoring, Cycle Counting

Professional Soft Skills: Attention to Detail, Prioritization, Deadline Management, Interpersonal Communication, Relationship Building

Certifications

Leadership Certificate

Excel 2010- Level 3

Supervisory Certificate

Excel 2010-Level 2

Key Accomplishments

Reduced Service nonconformance’s through the implementation of a Field Service Management system, training enhancements, and procedure clarifications.

Customer service call center, providing customer service to customers all over the world.

Warranty fulfillment orders, filling customer orders for warranty replacements.

Tech support coverage, answering technical questions and diagnosis of faulty components.

Initiated and managed projects/teams associated with quality initiatives, cost-down opportunities, and continuous improvement.

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