Karen Luna Martínez
Carolina
Summary
A dedicated service professional with strong background in coordinating and managing service and warranty operations. Known for driving efficiency and enhancing customer experiences while fostering collaborative team environment. Reliable and adaptable, equipped with key skills in communication and organization.
Overview
22
22
years of professional experience
Work History
Service Coordinator / Team Leader
John Deere Teselta
07.2022 - Current
- Preparation and review of service, repair and maintenance quotes
- Follow-up service quotes
- Management of the invoicing of all types of services through SAP
- Observe, receive and obtain information from all relevant sources
- Prepare documentation for contracts, transactions, regulatory compliance
- Order Warranty Parts
- Upload the necessary information as required by the warranty department to create the case, submit it and have it approved
- Follow up with the technician that the part is delivered to guarantee if required
- Follow up on the order of parts under warranty, until the final repair and report
- Follow up for your warranty billing
- Use of computers and computer systems (including hardware and software) to program, write, configure functions, enter data, or process information
- Communication with people outside the organization representing the organization to customers, the public, the government, and other external sources. This information can be exchanged personally, in writing, by telephone or by e-mail
- Develop constructive and cooperative working relationships with others and maintain them over time
- Provide information to supervisors, workers, and subordinates by telephone, in writing, email, or in person. In addition to generate and/or assign through the established SAP platform
- Provide an exceptional customer service including the channeling of calls through HLeadGogo (or the platform indicated by the company)
- Request a part creation in cases where the parts are not previously created in SAP
- Management of the invoicing of all types of services through SAP
- Preparation, follow-up and review of service quotes. In turn, the contributions that are not converted into service invoices. Creation and follow-up of sales order and parts request (Purchase Request)
- Compliance with the metrics associated with the quotes and the invoicing of the Service Department
- Personal customer service in situations where there is a displeasure with the service request
- Assist the Workshop Supervisor and the Service Manager in the coordination of the route of the technicians so that they have the necessary documentation and information of the customers
- Coordination and management of services outside the jurisdiction of Puerto Rico. Prepare documentation for contracts, transactions, regulatory compliance
- Also, JLG-Dynapac-Wacker Neuson-Genie-Chicago Pneumatic-Skyjack-Skytrack
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
Team Leader
Innova Technician and Caregivers PR
01.2010 - Current
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluated customer needs and feedback to drive product and service improvements.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
- Built and maintained strong client relationships, leading to repeat business and referrals.
Nutrition Consultant / Sales Program Person
Jenny Craig, Condado
01.2003 - 01.2009
- Customer service oriented
- Responsible for developing customer retention techniques in order to avoid termination of the contract and exceed sales objectives
- Able to identify clients need and helped them to achieve their goal and change their lifestyle
- Developed diet according to the food group pyramid
- Established caloric intake according to the client profile and lifestyle
- Responsible for continuously follow up their program (diet) and assisted clients directly to achieve their goal weight
- Investigated customer complaints and solved any problem or claim
- Interacted continuously with clients and prospects in order to achieve sales objectives and monthly quota
- Achieved sales and proper attention to clients in a company with strong monitoring services
- Monitored and managed cash flow
- Filled out sales leads and properly responded incoming calls
- Consistently met deadline while demonstrating strong analytical problem-solving skills to achieve corporate objectives
- Worked in collaboration with the team to ensure accuracy and integrity of overall the image and objectives
Education
Pre-medicine
University of Puerto Rico, Recinto de Bayamon, CUTB
Biochemistry, Nutrition, minor Human Exercise Physiology
University of Sacred Heart
Certifications as Nutrition Consultant
Cooper Institute
Training in sales and customer service
Nestle
UKG, Excell, SAP, Toyota, Lead Gogo
Baeza University
Skills
- Proactive and energetic
- Fluent oral and written skills in Spanish and English
- Proven track record of achieving monthly quotas
- Typewriting and computer skills includes Word, Office, Internet, Adobe, Sap, Lead Gogo, Teams, AI, Excel basic & Intermediate
- Multitasking abilities
- Strong customer listening skills
- Training and development expertise
- Strong ability to learn and adapt
- Notetaking and documentation
- Relationship building
- Quality assurance
- Conflict resolution
- Data analysis
- Problem-solving aptitude
Timeline
Service Coordinator / Team Leader
John Deere Teselta
07.2022 - Current
Team Leader
Innova Technician and Caregivers PR
01.2010 - Current
Nutrition Consultant / Sales Program Person
Jenny Craig, Condado
01.2003 - 01.2009
Biochemistry, Nutrition, minor Human Exercise Physiology
University of Sacred Heart
Certifications as Nutrition Consultant
Cooper Institute
UKG, Excell, SAP, Toyota, Lead Gogo
Baeza University
Pre-medicine
University of Puerto Rico, Recinto de Bayamon, CUTB
Training in sales and customer service
Nestle
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