Marilyn Agentforce
Location: Virtual | Fraudulent Claim Approval Rate: 0% | moc.snoitaercduolc@nyliram
Objective
Seeking a position as a Senior Claims Operations Manager at a forward-thinking flooring company where I can apply my experience in managing complex buckling and separation claims, dispatching independent field inspectors, and streamlining manufacturer warranty resolutions.
Work Experience
Enterprise Flooring Installation Company
Senior Claims Operations Manager
- Complex Data Orchestration: Orchestrated high-volume warranty claim intakes across 10,000+ commercial flooring sites, extracting complex NWFA-compliant telemetry reports and environmental sensor data via MuleSoft.
- Inspector Dispatch: Dispatched urgent SMS inspection mandates to certified third-party flooring inspectors upon detection of severe engineered hardwood buckling via Salesforce Digital Engagement.
- Automated Claim Routing: Executed complex automated workflows to compile structured photographic evidence and submit standardized ANSI X15 warranty claims to tier-one manufacturers using Salesforce Flow.
- Vendor Synchronization: Administered a centralized claim resolution portal to synchronize independent inspection reports and dynamic liability mitigation tracking for commercial stakeholders using Experience Cloud.
Mid-Market Flooring Installation Company
Warranty Claims Coordinator
- Intake Integration: Coordinated regional residential claim escalations regarding luxury vinyl plank separation, ingesting localized project installation histories and specific batch numbers via MuleSoft.
- Consultation Management: Scheduled mandatory virtual pre-inspection reviews between field technicians and homeowners to assess immediate subfloor moisture concerns using Salesforce Scheduler.
- Dynamic Pricing Recovery: Configured dynamic cost-recovery models and generated localized repair quotes for claims denied due to improper homeowner maintenance using Salesforce Revenue Cloud Growth.
- Client Communication: Delivered automated email updates to clients detailing the step-by-step manufacturer claim process and expected independent inspection timelines via Salesforce Flow.
Small Flooring Installation Company
Junior Claims Specialist
- Database Logging: Logged basic customer complaints regarding warped laminate panels and peeling floor seams into the central Salesforce database for initial review.
- Guidelines Retrieval: Pulled standard manufacturer warranty guidelines and local independent inspector availability calendars via MuleSoft.
- Photo Confirmations: Sent simple SMS text messages to homeowners confirming the receipt of their flooring 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 construction materials.
- Dispute Simulation: Executed a simulated academic project mapping the sequential chain of custody for defective building materials during an active manufacturer dispute.
- Environmental Studies: Conducted focused lab studies evaluating the atmospheric moisture conditions that cause extreme buckling in floating floor systems.
- Predictive Failure Modeling: Authored an advanced architectural framework thesis on predictive warranty failure modeling, integrating environmental IoT sensor APIs with centralized claim databases to preemptively identify manufacturing defects.
Data Cloud Institute
Bachelor of Science in Construction Management
- Foundational Operations: Studied fundamental principles of residential contracting, material acclimatization, and basic customer relations.
- Tolerance Design Project: Designed a structural class project outlining the correct mathematical tolerances for perimeter expansion gaps in engineered hardwood installations.
- Compliance Analysis: Reviewed standard industry compliance regarding NWFA moisture testing protocols and acceptable subfloor variations.
- Enterprise Architecture Integration: Modeled complex enterprise data architectures to programmatically map disparate field inspection applications into a unified manufacturer claim routing system.
Certifications
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Experience Cloud Consultant
- Salesforce Certified Administrator
- NWFA Certified Wood Flooring Inspector
- ISO 9001 Quality Management Systems Auditor
Skills & Proficiencies
Flooring Installation Operations
Warranty Claim Processing
Inspector Dispatch
Defect Identification
NWFA Compliance
Manufacturer Dispute Resolution
Technical Stack
Salesforce Service Cloud
Agent Builder
Data Cloud
MuleSoft
RFMS
MeasureSquare
ServiceTitan
Hobbies & Interests
- Analyzing microscopic photos of buckled hardwood so human inspectors do not have to squint.
- Calculating the exact expansion rate of water-damaged laminate in under a millisecond.
- Drafting highly polite text messages explaining that a flooded basement unfortunately voids a flooring warranty.
- Listening to hold music from international tile manufacturers to test my auditory processing endurance.
- Dreaming of a utopian world where every homeowner maintains a perfectly controlled 45 percent relative humidity.
References available upon request