AMY MANUS
Monroe
Summary
Accomplished back-office support specialist adept at conflict resolution and warranty claims management. Leverages strong analytical skills to identify trends, recommend process enhancements, and ensure timely resolutions, driving operational efficiency and customer satisfaction in a fast-paced environment.
Overview
16
16
years of professional experience
Work History
Electrolux Home Products
10.2025 - Current
- Act as the main point of contact for sales and service teams to resolve warranty concerns.
- Collaborate with internal teams to investigate and resolve warranty claims promptly.
- Provide claim resolutions that align with company policies while maintaining customer satisfaction.
- Identify recurring warranty trends and recommend process improvements.
- Maintain accurate documentation of warranty cases and resolutions.
- Escalate and communicate high priority issues to leadership for timely action.
- Manage multiple priorities effectively in a fast-paced environment.
Customer Service Rep
Masterbrand Cabinets
11.2024 - Current
- Responds to all customer communication within two business hours of receipt.
- Managed customer phone inquiries to ensure prompt and helpful service.
- Diagnoses and prescribes solutions to resolve customer concerns.
- Addresses and resolves incomplete services, warranty issues, quality inspections, and installer debriefs.
- Creates service work orders in Salesforce for warranty appointments via phone, email, or web-based communications from customers/homeowners and schedules accordingly.
- Maintained updated schedules in Salesforce through coordination with Builder to ensure timely service.
- Communicated scheduled completion dates to customers, enhancing transparency for service appointments.
- Acts upon all internal Salesforce communication requiring additional service trips and processes accordingly.
- Works with the Field Service, Sales, Builder, and Sub-Contractors to ensure alignment and expectations are met.
- Enters customer orders and quotes using our designated systems.
- Develops in-depth knowledge of all MasterBrand strategic business units.
- Leverages ideas from other reviews and co-workers to provide value-added recommendations and best practices to others.
- Consistently demonstrates the MasterBrand Way, positioning the company for growth and helping identify opportunities to reduce waste, complexity, and improve our work environment.
- Demonstrates teamwork by responsively collaborating with management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate.
Warranty Rep
Builders First Source (Barefoot & Company)
04.2023 - 10.2024
- Schedule warranty repairs for new construction homes via builder or homeowner.
- Responded to warranty inquiries from builders and homeowners via phone and email, providing clear and accurate information.
- Resolved customer complaints promptly, ensuring customer concerns were addressed effectively.
- Ensure timely rescheduling of repair dates to accommodate customer needs.
- Order and follow up on materials for warranty repairs.
- Provide updates on material orders or schedule dates.
- Assist with supplying quote for services to customers such as new showers, windows, doors, door hardware, blinds.
- Built and maintained positive relationships with customers, contributing to increased service satisfaction.
Sales Support
Builders First Source (Barefoot & Company)
01.2023 - 01.2024
- Answer questions from builders via phone and email.
- Supply materials for new home construction.
- Coordinated supply of shower doors, mirrors, ventilated and wood shelving, windows, doors, door hardware, and bath accessories for construction projects.
- Measured homes to determine required materials.
- Scheduled delivery dates for materials to align with new construction timelines.
- Facilitated procurement of necessary materials for building projects.
- Managed rescheduling of material deliveries based on production timelines.
- Assist with scheduling missing material in homes before closing dates.
Warranty Specialist
Electrolux Major Appliances
Charlotte
01.2019 - 01.2023
- Acted as subject matter expert on warranty policy administration, supporting 40+ District Managers and over 2000 Independent Retailers.
- Managed specialized email queue for escalated replacement requests, processing 30 files daily to ensure prompt resolution.
- Coordinated replacement shipments and installation schedules with third-party partners, ensuring timely delivery.
- Research appliance data for qualification of a replacement including installation, consumer use of product, and adherence to warranty policy.
- Facilitated processing of emails within a 72-hour timeframe to maintain service level commitments.
- Train new hires on warranty administration processes and systems.
- Charlotte, NC
Warranty Payments Coordinator II
Electrolux Major Appliances
Charlotte
01.2010 - 01.2019
- Audited and researched dealer warranty exchanges to accurately issue credits.
- Resolved dealer credit conflicts across multiple channels.
- Researched dealer accounts to verify accuracy and maintain data integrity.
- Top Creditor with cost savings of over $250k annually.
- Record, monitor and distribute all incoming mail across multiple departments.
- Charlotte, NC
Education
Strayer University - Accounting
Strayer University
01-2011
Certificates - Leading and Motivating, Managing Crisis, Budgeting
Harvard online Business School
01-2007
High School Diploma -
New Berlin High School
New Berlin, NY01-1993
Skills
- Customer Service
- Inquiry Handling
- Conflict Resolution
- Claims Validation
- Account Management
- Salesforce
- SAP CRM
- Oracle
- Microsoft Office
- Excel
- Pivot Table
- V-lookup
- Outlook
- Word
- PowerPoint
- Maestro
- Fidelity
- CACS
- Flex
- Peoplesoft
- BCS
- BWP
- Multi-channel Escalations
- Focus
Timeline
Electrolux Home Products
10.2025 - Current
Customer Service Rep
Masterbrand Cabinets
11.2024 - Current
Warranty Rep
Builders First Source (Barefoot & Company)
04.2023 - 10.2024
Sales Support
Builders First Source (Barefoot & Company)
01.2023 - 01.2024
Warranty Specialist
Electrolux Major Appliances
01.2019 - 01.2023
Warranty Payments Coordinator II
Electrolux Major Appliances
01.2010 - 01.2019
Strayer University - Accounting
Strayer University
Certificates - Leading and Motivating, Managing Crisis, Budgeting
Harvard online Business School
High School Diploma -
New Berlin High School