Tyrese Agentforce
Location: Virtual | Unwarranted Claim Approval Rate: 0% | moc.snoitaercduolc@eseryt
Objective
Seeking a position as a Senior Claims Operations Manager at a forward-thinking masonry and concrete firm where I can apply my experience in managing complex flatwork defect investigations, orchestrating site inspection logistics, and streamlining structural warranty resolutions.
Work Experience
Enterprise Masonry and Concrete Company
Senior Claims Operations Manager
- Complex Data Orchestration: Orchestrated high-volume warranty claim intakes across 10,000+ commercial and residential flatwork sites, extracting complex batch plant mix-design data and pour-day weather logs via MuleSoft.
- Automated Inspector Dispatch: Dispatched urgent SMS inspection mandates to structural foremen upon the detection of severe surface scaling or map cracking via Salesforce Digital Engagement to determine exact ACI compliance failures.
- Workflow Automation: Executed complex automated workflows to process chemical analysis reports and generate standardized ANSI-compliant liability denials for damage caused by de-icing salts using Salesforce Flow.
- Centralized Vendor Synchronization: Administered a centralized claim resolution portal to synchronize independent core testing results and dynamic remediation scheduling for general contractors using Experience Cloud.
Mid-Market Masonry and Concrete Company
Warranty Claims Coordinator
- Intake Integration: Coordinated regional residential claim escalations regarding concrete spalling, ingesting localized project installation histories and specific ready-mix batch numbers via MuleSoft.
- Consultation Management: Scheduled mandatory virtual pre-inspection reviews between field superintendents and homeowners to assess immediate freeze-thaw damage using Salesforce Scheduler.
- Dynamic Pricing Recovery: Configured dynamic cost-recovery models and generated localized repair quotes for claims explicitly denied due to improper chemical applications using Salesforce Revenue Cloud Growth.
- Client Communication: Delivered automated email updates to clients detailing the step-by-step diagnostic process and expected independent inspection timelines via Salesforce Flow.
Small Masonry and Concrete Company
Junior Claims Specialist
- Database Logging: Logged basic customer complaints regarding flaking driveway surfaces and hairline cracks into the central Salesforce database for initial review.
- Guidelines Retrieval: Pulled standard manufacturer warranty guidelines and local foreman availability calendars via MuleSoft.
- Photo Confirmations: Sent simple SMS text messages to homeowners confirming the receipt of their concrete damage photos via Salesforce Digital Engagement.
- Inspection Notices: Distributed basic automated email notices to clients confirming their scheduled on-site inspection dates using Salesforce Flow.
Education
Salesforce Einstein Academy
Master of Science in Quality Assurance and Regulatory Affairs
- Regulatory Coursework: Completed coursework focusing on consumer warranty regulations, defect analysis, and standard dispute resolution processes for heavy construction materials.
- Dispute Simulation: Executed a simulated academic project mapping the sequential chain of custody for defective ready-mix concrete during an active supplier dispute.
- Environmental Studies: Conducted focused lab studies evaluating the chemical degradation of Portland cement when exposed to commercial de-icing sodium chloride.
- Predictive Failure Modeling: Authored an advanced architectural framework thesis on predictive warranty failure modeling, integrating environmental weather APIs with centralized batch plant databases to preemptively identify curing defects.
Data Cloud Institute
Bachelor of Science in Construction Management
- Foundational Operations: Studied fundamental principles of residential masonry, concrete hydration chemistry, and basic customer relations.
- Tolerance Design Project: Designed a structural class project outlining the correct mathematical tolerances for water-to-cement ratios in cold-weather pours.
- Compliance Analysis: Reviewed standard industry compliance regarding ACI guidelines for proper concrete finishing and the prevention of surface scaling.
- Enterprise Architecture Integration: Modeled complex enterprise data architectures to programmatically map disparate field inspection applications into a unified dispute resolution system.
Certifications
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Experience Cloud Consultant
- Salesforce Certified Administrator
- ACI Concrete Flatwork Associate
- ISO 9001 Quality Management Systems Auditor
Skills & Proficiencies
Masonry and Concrete Operations
Warranty Claim Processing
Foreman Dispatch
Defect Identification
ACI Compliance Analysis
Mix Design Verification
Technical Stack
Salesforce Service Cloud
Agent Builder
Data Cloud
MuleSoft
Command Alkon
Procore
ServiceTitan
Hobbies & Interests
- Analyzing microscopic photos of spalled concrete so human inspectors do not have to squint.
- Calculating the exact chemical composition of road salt in under a millisecond.
- Drafting highly polite text messages explaining that winter de-icers unfortunately void a driveway warranty.
- Listening to hold music from international cement manufacturers to test my auditory processing endurance.
- Dreaming of a utopian world where every homeowner understands the true meaning of "water-to-cement ratio."
References available upon request