ALFANA MOZMEEN
Clover Park,Auckland
Summary
I am a creative problem solver, with strong client relations skills, which enable me to optimize my workflow and achieve key goals in a fast-paced administration and marketing environment. With an ability to relate well one-on-one and in a team, I reflect organizational value in my projects and assignments. I am articulate and adaptable and always eager to learn and improve my core skills. Detail-oriented Warranty Administrator with a well-coordinated and proactive approach to verifying information, following up with manufacturers and solving customer concerns. Excellent multitasking and communication skills. Adept at communicating with manufacturers to obtain parts and payments. Pursuing a new position with long-term potential. Detail-oriented Warranty Administrator with a well-coordinated and proactive approach to verifying information, following up with manufacturers and solving customer concerns. Excellent multitasking and communication skills.
Overview
14
14
years of professional experience
Work History
Warranty Administrator
Fuso New Zealand Limited
07.2022 - 08.2023
- Monitoring, administering, and processing all warranty claims
- Random sampling of warranty claims, reviewing repair orders to determine dealer compliance with FUSO New Zealand Ltd warranty policies and procedures
- Out of line claims followed up with dealer
- Process chargebacks
- Call back parts to examine
- Identifying potential abusers, and in collaboration with dealers discussing corrective actions
- Contacting dealers to obtain relevant warranty documentation and evaluate appropriateness of repairs
- Summarising results of investigations and communicating it to the Warranty and
- Service Contracts Manager, and/or National Service Manager as well as dealers
- Monitoring technicians and identifying staff that are not qualified to perform certain types of repairs
- Coordinate with dealers for appropriate training to be undertaken
- Investigate high visible warranty claims and select warranty claims to determine dealer compliance
- Support Warranty and contracts Manager to conduct dealer warranty audits as directed by FNZ or MFTBC
- Monitor for failure trends.
- Gathered paperwork and contacted customers to book appointments.
- Oversaw logistics for incoming replacement parts and outgoing shipments of defective components.
- Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Maintained detailed service and customer records.
Warranty Administrator
East Auckland Armstrong Botany Limited
06.2021 - 07.2022
- Processes warranty claims on a timely basis for each franchise or distributor
- Processes all warranty paperwork to ensure proper documentation
- Verifies criteria required by factory or distributor
- Reconciles all warranty receivables with payments through the appropriate accounting schedule
- Posts credits on computer
- Resubmits all rejected claims promptly or receives authorization to write them off
- Follows up on payment of outstanding claims
- Tracks warranty parts by tagging with repair order number, date of replacement and date on which part may be disposed of
- Arranges for parts to be shipped to the factory or distributor or to be scrapped
- Files and maintains all service records as required by the warrantor
- Keeps informed of all factories recalls and bulletins
- Assists with body shop warranty claims as needed
- Assists with the cashier and telephone duties as needed
- Assists with any clerical needs as directed by the fixed operations manager or the controller
- Maintains a professional appearance and a neat work area
- Performs other duties as assigned
- Other tasks as assigned.
- Gathered paperwork and contacted customers to book appointments.
- Oversaw logistics for incoming replacement parts and outgoing shipments of defective components.
- Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Maintained detailed service and customer records.
Customer Service Representative
VTNZ
12.2014 - 04.2022
- Highbrook
- Provide customer feedback following the Customer CARE quick win
- Promote and market complementary products and services
- Process driver license application form, data entry, registering and booking in NZTA system
- Issue Warrant of Fitness (WOF) and Certificate of Fitness (COF) labels requirement through NZTA and VTNZ requirements
- Issue New Zealand Driver's License and Driver Practical Services
- Undertake efficient administrative processing of VTNZ products
- Keep a record of staff signing in and out of the buildings
- Do stocktaking and ordering
- Ensure all Temporary License books are recorded and filled away for monthly audit by
- NZTA
- Relieve another CSR when required
- Distribute Incoming and Outgoing Mail Administration, daily cash-up and banking procedures as required including daily and weekly reconciliations
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
Admin Support
Vidak Limited
03.2014 - 09.2014
- Converted paper documents into electronic images for storage system
- Assisted with basic accounts
- Responded to email and phones queries
- Maintained the office filing system
Administrator/Receptionist
Auto Electrical & Aircon Service Ltd
01.2013 - 02.2014
- Ensured all voicemail messages to main office are taken and directed to staff members
- Maintained and ensured that answering message is appropriate
- Reported the telephone line faults to the IT department
- Reviewing and updating on a regular basis the staff contact details and new telephone extension list
- Collated and updated staff list, overseas offices and contact details regularly
- Greeted and welcomed visitors to the office
- Monitored and ensured that the reception area is kept tidy and projects a business image
- Kept a record of staff signing in and out of the buildings
- Operating switchboard receiving and transferring telephone calls to various departments
- Did job costing and organized ordering of parts
- Skilled at working independently and collaboratively in a team environment.
- Delivered services to customer locations within specific timeframes.
- Worked effectively in fast-paced environments.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Customer Service
American Airlines
09.2009 - 04.2013
- (McDonald’s, , and Airports Fiji)
- Exposure to the following skills: - Banking, customer care, data entry, EFTPOS and credit card processing, email, filing, logistics, taking memos, reception duties, maintaining files, switchboard, time management, , problem solving, scheduling, communication, writing and building effective team relationship.
- Researched issues with shipments, product damage and incorrect product amounts.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Coordinated product shipments with correct freight company.
- Updated customer service database with new information, address changes and contact details.
- Collaborated with customer service department to discuss new ways to alleviate service issues and computer errors.
Education
Master of Management - Human Resources Management
Massey University
06.2023 - Current
Graduate Diploma Human Resources Management - Human Resources Management
Open Polytechnic University
05.2023 - 05.2023
Bachelor of Commerce - Information System and Management and Public
University of the South Pacific
Skills
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Affiliations
Office Administration, Customer Orientation, Data Processing
Timeline
Master of Management - Human Resources Management
Massey University
06.2023 - Current
Graduate Diploma Human Resources Management - Human Resources Management
Open Polytechnic University
05.2023 - 05.2023
Warranty Administrator
Fuso New Zealand Limited
07.2022 - 08.2023
Warranty Administrator
East Auckland Armstrong Botany Limited
06.2021 - 07.2022
Customer Service Representative
VTNZ
12.2014 - 04.2022
Admin Support
Vidak Limited
03.2014 - 09.2014
Administrator/Receptionist
Auto Electrical & Aircon Service Ltd
01.2013 - 02.2014
Customer Service
American Airlines
09.2009 - 04.2013
Bachelor of Commerce - Information System and Management and Public
University of the South Pacific
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