Tim D. Benfer
Mr. Benfer is a Director and National Account Manager of the AllRisk.US division of MaxFrame Corporation, and an expert in the field of warranty expense analysis and service operations as well as warranty and service contract program administration. He worked for many years at General Warranty in the 1980s, when it was among the largest in its field of extended automotive warranty and service contracts. More recently, Mr. Benfer, was a Senior Auditor at Toyota Motors Sales, USA, Inc. in Torrance, CA for a number of years where he handled national dealership warranty expense control reviews and audits. Now as a consultant with AllRisk.US, Mr. Benfer's expertise includes designing a program for the aircraft industry and serving a number of AllRisk clients.

PROFESSIONAL EXPERIENCE

Aug '02 - Present

Maxframe Corporation Director & National Account Manager

• Designed and wrote a Limited Warranty and Service Agreement program for a major aircraft manufacturer.

• Developed the structure and processes of a customer service network to provide single-call-support for customer service, technical support and warranty claim reporting.

• Obtained and analyzed loss data from the manufacturer and negotiated program rates with the insurance entity for the program.

• Developed all program and marketing materials and operations manuals.

• I was selected by senior warranty department management to analyze, refine and restructure the current warranty and service processes. That included design and development of new methodology warranty expense criteria, analysis, and management along with the establishment of new reporting tools and reports utilizing web-based business intelligence software.

• Established business requirements and new system operation and processing rules for the warranty claims department.

Mar '95 - Apr '02

Toyota Motor Sales, USA, Inc. Warranty Expense Control Consultant, Sr. (Warranty Auditor)

• Performed on-site dealership warranty reviews, audits and dealership service department compliance training resulting in a 100% reduction in the number of dealerships on the expense control program in several of my assigned regions. I also identified and recovered a substantial amount of money that had been claimed inappropriately.

• Conducted training seminars for Region and Area field travelers with respect to service operations, warranty repair documentation and substantiation compliance, expense control activities and report analysis resulting in a 15% reduction in overall warranty expense from 1999 – 2002 despite rising labor rates, part prices and an increased number of units in operation (UIO).

• Performed product testing, evaluation and documentation of the pre-release versions of the Toyota Dealer Daily web-based warranty claim processing system. I fulfilled a critical role as a member of the User Acceptance Group and my activities resulted in a very successful launch of the application.

• Traveled with District Service and Parts Managers to target dealerships as part of an overall field warranty and dealership process training program.

• Developed the warranty and field traveler training material and curriculum in coordination with University of Toyota and trained new associates, process analysts and field level management trainees.

• Trained and assisted selected Toyota and Lexus dealers on Advanced Production Systems in their service departments resulting in seamless implementations.

• Assisted with the development, training and implementation of the Dealer at a Glance Report for field management associates.

Apr '94 - Mar '95

Toyota Motor Sales, USA, Inc. Warranty Claim Processing Administrator

• Processed warranty claims for Toyota dealerships and provided 800-line support handling calls from Toyota and Lexus dealerships regarding a variety of warranty and goodwill claim processing matters.

• Specialized in high dollar, powertrain and complex claim analysis due to a high level of technical and service operations expertise.

Aug '92 - Apr '94

The Manufacturers Company National Account Manager

• Designed a major portion of a Limited Warranty / Vehicle Service Agreement program for a major shuttle bus/coach manufacturer.

• Developed and scripted the manufacturer's corporate video and all program materials.

• Conducted program launch and training with the manufacturer’s National Sales Staff.

• Developed, implemented and managed the toll-free customer service network to provide single-call-support for Customer Service, parts ordering, technical support and warranty claim reporting.

May '92 - Aug '92

The Manufacturers Company Senior Vehicle Service Contract Administrator

• Assisted with the development and audit of all program materials, including rate charts, agreement language, and operations manuals.

• Developed and facilitated a comprehensive training program for claims analysts and field sales representatives.

• Defined and implemented claims department policies and procedures, workflows, and interdepartmental communications for problem resolution.

Aug '84 - Apr '91

General Group International (Maryland Casualty Co.)

• Rapidly promoted through nation's largest independent provider of vehicle service agreements. Positions held included: Claims Manager, Claims Supervisor, Claims Processing Supervisor, Senior Claims Adjuster, and Contract Draft Examiner.

Nov '82 - Aug '84

Beverly Hills Lincoln-Mercury/Peugeot Peugeot Parts & Service Manager

EDUCATION

Sep '74 - Jun '78

University of California, Los Angeles (UCLA) Bachelor of Science, Electrical/Electronic Engineering

PROFESSIONAL QUALIFICATIONS

My work history includes 20 years of management experience in both retail and wholesale service operations and parts procurement. That experience has included:

• Supervising the activities of a senior field auditing team for a major automobile manufacturer achieving outstanding results.

• Directing the activities of 25 employees in a major automotive retail setting while meeting all production and CSI goals.

• Designing and directing all activities involved in the establishment and operation of a warranty and service operations call center including technical, parts and claims support.

• Development of a telemarketing type of sales and service follow up program for major retail locations throughout the United States.

In addition I have 15 plus years experience in the areas of advanced production structures, performance measurement and standards management, process analysis, improvement and re-engineering, best practices implementation, training and coaching of associates, and policy and procedure creation and implementation.

I demonstrate excellent abilities with operational efficiency, on-time objectives attainment and expense control. All areas of expertise relate directly to my understanding of, and dedication to, complete customer satisfaction and retention requirements. I possess outstanding management and functional skills, which include excellent and insightful analytical and interpretive capabilities. My service operations analysis, audit and expense reduction abilities have had positive, proven and verifiable results with numerous retail locations. I possess the ability to create and motivate employees at all levels through effective training seminars and coaching workshops. I also have in-depth knowledge of insurance instruments, underwriting and claim processes as a result of my work experience and involvement in my family’s insurance agency.

Utilizing strong inter-personal skills I quickly comprehend and effectively communicate new tasks and objectives. I provide high quality leadership by example. My written and spoken communications and computer skills are of a high caliber and I have excellent and broad based computer knowledge.