Customer Service Manager
Resume:
General Manager - Surfside Homeowners Association - Ocean Park
Attention: Hiring Partner
I am very interested in applying for the General Manager position with your company. Much of my
previous work experience has been in construction and customer service for the largest publicly and
privately held residential developers. The tools and techniques I have learned from this industry
apply directly to the skills required by any successful professional -- the skills you seek – customer
service, leadership, vision, financial accountability, strategic planning, and risk management. A
couple of specific examples of the innovative projects and training initiatives I have worked on are as
follows:
Area expert for JD Power market data, strategy implementation, training, corrective
opportunities and future strategy development.
Team Lead for designing, training and implementing new proprietary customer care data
software that would enable the company to log, tract and analyze customer satisfaction.
Team Lead for developing home delivery and service warranty standard operating procedures
that would directly impact the company's ability to be recognized by JD Power and Associates
as the highest ranking builder in total customer satisfaction.
Worked with Subcontractors and vendor associates to create a new culture of Trade
Partnering which enabled both parties to deliver excellent customer service more efficiently
and reduce general liability.
At Pulte Homes I managed 7 large scale (200+ home sites) communities. I was responsible for the
day to day activities of 12 Service Managers and 10 Assistant Service Managers as well as ensuring
the coordination and execution of work with over 100 Subcontractors and their service department
employees. We averaged over 300 daily phone calls from homeowners and trade-partners. During
my tenor at Pulte Homes my division won the JD Power Award for Customer Service Excellence two
years in a row.
At Shea Homes I was responsible for the Active Adult Warranty Team and over 2000 out of warranty
homes and 400 in warranty or in production homes. My team consisted of 11 Service
Representatives and 4 administrative support staff. We averaged over 400 calls daily - 80% of them
regular service calls and 20% emergency or life/safety calls. My team successfully coordinated with
over 80 subcontractors and vendors to complete service requests and special projects. This last
year my division was again awarded the JD Power Award for Customer Service Excellence.
My educational background -- a bachelor's degree in Business Management, with a minor in
Administration, and the additional on the job training I received with Pulte Homes and Shea Homes --
will help me add new perspectives and ideas to your department.
My previous salary at Shea Homes was $94,000 per year not including benefits or supplements. My
requirement is flexible and negotiable, depending on such factors as additional benefits, faster
salary reviews, and increased advancement opportunities.
I know I can be a key player for your team, and I would like the chance to prove that to you.
Regards,
Andree Harland
***********@*****.***
Andree Harland
Post Office Box 1112
225 14th Street
Raymond, Wa 98577
206-***-**** ***********@*****.***
Statement of Qualifications
Customer Service Manager January 2006-June 2008
Shea Homes Active Adult
Corona, Ca
• Reporting directly to the President, accountable for the financial operations and reporting
of the Customer Service Department. Responsible for: accounting and financial reporting
operations, purchasing and acquisition activities. Create and manage direct and indirect
budgets. Monitor productivity through daily, weekly, and monthly reports. The projects I
managed had annual budgets of 2M – 4M. I successfully maintained these budges to
within 2%.
• Establish and maintain regular and proactive communication with internal customers and
homeowners. Manage and resolves customer issues within company goals and
communicate progress on completion.
• Review surveys and associated reporting tools to understand trends and adjust
accordingly.
• Provide leadership and direction to the warranty team and associates to improve overall
customer satisfaction and departmental efficiency.
• Complete milestone Quality Assurance inspections, document corrective actions, and
follow-up to ensure completion of corrective items. Deliver a defect free home.
• Have knowledge of the high potential litigation deficiencies and ensure construction
practices are followed to avoid litigation.
• Coordinate with Sales, Production, Design and Purchasing to ensure product/process
knowledge.
• Ensure quality standards are met by reviewing scopes of work/product specs,
construction documents, and manufactures requirements.
• Provide information and feedback to Purchasing department to reduce product
deficiencies.
• Ensure Trade Partner and suppliers are accountable to the scheduling system. Spot
check quality, safety, cost and schedule every day.
Superintendent January 2006-June 2008
Shea Homes Active Adult
• Monitor work performance and efficiency of employees and subcontractors to ensure
project plans and schedule are followed and project is executed effectively and within
budgets.
• Contribute to the development of a construction plan to manage subcontractor activities.
• Assure construction compliance with design requirements and applicable building codes.
• Supervise and coordinate field engineering and construction activities.
• Ensure project materials and workmanship meets the project Quality Standards.
• Ensure the implementation of the Safety Program to create a safe work environment.
General Manger Customer Relations February 2003–January 2006
Pulte Homes Corporation
Irvine, CA
• Manage the mentoring and training program. Develop future leaders within the Customer
Relations Department.
• Manage inner-market customer relations communities to include ROI accountability,
forecasts and budget variances, and account analysis responsibility.
• Drive and increase short/long term satisfaction, repeat and referral, and JD Power results
within multiple communities.
• Ensure that all market customer relations incentives are utilized by each community
manger and are executed with each homeowner. Follow-up and monitor the field to
guarantee consistency.
• Liaison for conflict and dispute resolution for escalated homeowner issues.
Project Manager / Purchasing Manager December 1998-November 2000
Granite Homes
Irvine, CA
• Contract with and supervise various engineering, architectural, and environmental
consultants in the planning and entitlement process. Coordinate governmental review.
Obtain permits.
• Participate in land acquisition due diligence to include; coordination and analysis of
feasibility studies, preparation of feasibility budgets and schedule.
• Manage all RFIs and design revisions during development.
• Coordinate with the Contract Administrator to maintain updated project budgets,
commitments, and approved change orders.
Education
Business Management & Administration – GPA 3.5
Pepperdine University, Malibu, CA
Skills
Type 60+ WPM
Property Management Experience using Tenant Pro 7
Microsoft Word, Excel, PowerPoint, Project
Outlook
Excellent written and verbal skills
Confident and skillful group presenter
Experienced trainer and classroom leader
Professional References
Pulte Homes
Mr. Brian Rusaw, Vice President
Shea Homes
Mr. Terry Hannah, President
Toll Brothers
Mr. Marc McAlpine, Vice President
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