Customer Service Quality Control

Monica Martin

**** ********** ** ( Santee, CA ***71 619-***-****

Qualifications Summary

Senior Project Analyst professional looking for a position where I can

utilize my acquired knowledge of procurement and project management.

Motivated and efficient in managing project resources to maximize

productivity. Solid analytical and organizational skills and ability to

multi-task.

Other qualifications include:

o Thorough quality control and policy and procedure implementation.

o Track record of assisting in the design and implementation of

reporting procedures that reduce labor costs and improve customer-

satisfaction ratings.

o Talent for identifying Company needs and presenting appropriate

solutions.

o Exceptional follow-up, leading to increased repeat and referral

business.

o Expertise in resolving escalated business issues.

o Proficient with Microsoft Office System (including Microsoft Word,

Power Point, Excel, and Outlook ). AS400 (JD Edwards). Maximo,

Oracle iProcurement, Markview, Map Point.

Professional Experience

FLO TV Incorporated, a Qualcomm Company.

10/2006 - Current

Senior Project Analyst - Field Operations

Responsibilities

Management of multiple projects, preparing analytical and statistical

reports for these projects.

Assisted in the development and design of the new Maximo database for

Operations.

Identify and select qualified suppliers, review and analyze supplier bids.

Responsible for purchasing, shipping and inventory of department's

equipment assets within Maximo asset management system.

Professional relationship with third party Subcontractors to provide

direction and oversight of business plans, budgets, forecasts, analysis and

approvals, as well as evaluating reliabilty and performance.

Scheduling and maintaining Preventive Maintenance services in Maximo for

500 + Media sites across United States. Uploading all associated metrics

for all these services into database.

Creating Oracle requisitions for the department. Review and validate all

invoices.

Forecasting Quarterly and Yearly Budgets, to meet company targets and

objectives.

D.R. Horton Homes - Carlsbad, California

4/2003 - 10/2006

Area Field Manager

Serve as Area Field Manager and Trainer for the San Diego division.

Promoted to lead team in daily field operations. Collaborate with Vice

President of Customer Service to create strategic plans to enhance customer

satisfaction. Provide employees with tools to maintain and increase service

levels to both internal and external customers. Work closely with other

departments to promote customer satisfaction, clarify information, and

report. Gather, analyze and report daily/weekly/monthly sales and service

statistics.

. Oversaw field operations department ensuring policies/procedures were

maintained

. Managed 25 employees and more than 20 communities while assisting in a

fact-paced closing schedule.

. Track, review and approve all purchase orders and change orders. As

well as review all in coming sub contractor invoices for payment

approval.

. Meet with challenging homeowners to resolve conflicts.

. Ensure that final preparations have been completed prior to New Home

Orientation.

. Knowledgeable in water intrusion process and making sure all reports

are completed correctly.

. Conduct quality control inspections, as well as homeowner

orientations.

. Respond per guidelines to homeowner customer service requests for

items covered under warranty and to ensure customer satisfaction.

. Possess intimate knowledge regarding the finish phase of home

building.

. Achieved Customer Service Professional in July of 2004, Outstanding

Customer Service in May of 2006, Customer Service Professional of the

Year finalist in 2005 and 2006 for the San Diego Building Industry

Association.

Certificates:

Project Management Fundamentals

Qualification Pursuing:

CPM Certification - University of San Francisco

References available upon request

Contact this candidate