Customer Service Manager
Resume:
Joseph McDermott
**** *. **** *****, **** Creek, AZ 85331
Phone: 480-***-**** Fax: 480-***-**** E Mail: abjmie@r.postjobfree.com
Summary
With over 30 years experience in the construction industry, with Del Webb Corporation, building The Sun City retirement
communities, nationwide, I have extensive knowledge in management, warranty service, all phases of construction,
product control, quality assurance, customer care, project management. I was responsible for coordinating projects, hiring
and management of Product Control Inspectors, Field Technicians, Subcontractors, Laborers; overseeing and inspecting
projects to ensure timely completion of all phases of the job, while maintaining high customer satisfaction ratings and
safety. In addition, I am trained as an inspector in disaster services, utility services and use and application of hazardous
chemicals. My areas of expertise include, but are not limited to:
Customer Relations Excellent Organizational
Skills
Project Management Construction/ Warranty Services
Management and Leadership Problem Solving/Emergency Response
Inspections Hazardous Chemicals/Safety
Experience
Meyer Engineers, Ltd. 2010
Safety Supervisor
Oversee safety operations for Deep Water Horizon – Gulf Oil Disaster clean up efforts, contracted by BP, under CTEH
(Center for Toxicology and Environmental Health, LLC)
• Supervise clean up teams to ensure that crewmembers adhere to proper safety regulations, including PPE
(Personal Protective Equipment) and to ensure that the safety zones remain free of contamination.
• Monitor weather and other conditions that could comprise the safety of the crew and determine when to evacuate
the work site and send team members to safe harbor.
• Supervise safety operations for several contractors, including but not limited to Miller Environmental Group,
Phillips and Jordan, PPM (Progressive Pipeline Management), CVCC (Clean Venture, Inc/Cycle Chem, Inc),
Clean Harbors, Jones Environmental – Working on Mississippi Sound on Petit Bois Island, a national wildlife
preserve, Horn Island, Pascagoula Beach, Marsh Lake, Long Beach, Pass Christian, Biloxi, Ocean and Gulfport.
Osmose Utilities Services, Inc. 2008
Foreman
Conduct inspections of utility poles, including visuals, sound and bore, partial excavation and 18 24” excavation
•
with sound and bore and utilization of electronic inspection device, as needed.
Conduct analysis of pole strength, pole loading and wood pole life cycle.
•
Identify decay, measuring defects and estimate the percentage of remaining strength to determine pass/fail.
•
Determine type of remediation required. Apply necessary chemicals such as preservatives to maintain durability,
•
fumigants and insecticides to control wood destroying insects and fungi, liquids designed to control moisture and
solid rods to increase strength and pole life cycle.
Page 2 Joseph McDermott
NuInspect 2006
Independent Inspector
Conduct inspections of various phases of construction on residential and commercial projects. Complete reports
•
with pictures, determine whether the project passes inspection and make recommendations to the banks for
release or denial of construction loan draws.
PB Disaster Relief Services 2003
Independent Inspector
Completed all PB/Alltech and FEMA training modules, workshop and registration as
•
Inspector. Responsibilities included inspecting houses and buildings that are damaged or destroyed due to
disasters such as floods, hurricanes, tornadoes, earthquakes; take pictures, complete reports; complete and
submit FEMA forms using computer tablet.
Del Webb Corporation/Pulte 1977 2003
Warranty Service Manager/Quality Service Administrator
Managed the daily activities of the Customer Service/Warranty Service staff, consisting of a team of field
technicians, product control inspectors, customer care representatives, subcontractors and laborers.
Monitored department performance through survey process, completion of service requests, department
expenditures and customer satisfaction ratings.
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Provided leadership, team and individual development to staff and subcontractors. Conducted regular staff
meetings, goal setting, training; Prepared and delivered staff performance reviews, interviewed candidates for
hire, administered disciplinary action and terminations, as needed.
Participated in Production, Operations and AO/CO Committee (Architectural Options/Change Orders) meetings.
Prepared departmental budgets and monitored monthly operating statements.
Met with vendors, representatives and principals of manufacturer, suppliers and trades to negotiate bids and
contracts for materials, supplies and services.
Developed and implemented warranty policies and procedures; warranty manuals; training programs for staff and
contractors
Met with engineers to review design issues; principals to review contractual obligations, performance and issues;
and environmental consultants. Managed all ROC (Registrar of Contractors) complaints.
Liaison to General Manager and Corporate CEO for the more complex customer concerns. Reviewed concerns;
conducted physical inspection; determined a solution and coordinated the project with the various trades;
managed the job to completion; conducted final inspection. Conducted walk through inspection with the customer.
Filed report to General Manager.
Page 3 Joseph McDermott Del Webb (Cont’d)
Developed and implemented and After Hour Emergency Response On Call program
Conducted safety meetings with staff and sub contractors
Performed quality inspections throughout the construction process; walked through with customer
Developed and implemented “New Homeowner Expo” for customers after the first 30 days in new home. All
contractors participated, giving the customers opportunity to meet them and to learn about products and
warranties.
Developed and implemented employee incentive program, consisting of Employee of the Month/Year and one for
the subcontractors consisting of Contractor of the Month/Year.
Chaired the Process Improvement Committee with employees and contractors to review common issues and
develop solutions to eliminate them and aim toward a “zero tolerance” goal.
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Developed and implemented a cross training program for Contractors and Staff to teach each other about trades,
process, materials, products, etc.
Reviewed all 90 day customer satisfaction surveys and JD Powers surveys; met with team members to discuss
results and ratings; developed new processes and procedures to increase customer satisfaction.
Developed, implemented and maintained the Category of Items report to monitor warranty issues and construction
deficiencies. Met regularly with construction team to discuss improvements and eliminate deficiencies.
Reorganized and supervised landscape maintenance staff; Participated on Landscape Design enhancement
committee.
Quality Service Representative
Performed a series of seven (7) inspections in various stages of construction, including inspections with the customer
present to address concerns and report them to the superintendent for resolution
Maintained lot file containing all construction inspection information and customer comments/concerns; turned file over to
Customer Care Dept, upon completion of construction. Maintained lot file for two year warranty period after close of
escrow.
Performed Homeowner Orientation; 60 day inspection and one 1 year follow up inspection
Page 4 Joseph McDermott
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Education
Del Webb University Rapport Leadership Institute – Master Graduate
“The Psychology of Achievement”, Brian “Assertiveness Skills for Managers and Supervisors”,
Tracy Fred Pryor
Glendale Community College “Customer Service Consulting”, Joe Turner
“Confidence, Purpose & Responsibility”, “OSHA 10 Hr. Construction Safety”, Aetna Life &
National Seminars Casualty –
“How to Build & Improve Customer “7 Habits of Highly effective People”, Franklin Covey
Service”, University of Phoenix
Disaster Relief Training through PB Disaster
OSHA 40 Hr. Hazwoper Certification Services
CPR Training
Osmose Utilities Services – Training for
Pole Maintenance, Inspections, Deep Water Horizon Response Mississippi Canyon
Remediation, Use and Application of 252, Module 1, 2, 3
Hazardous Chemicals, Testing.
Many other seminars and training courses over the years. Certificates available upon request.
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References
Meyer Engineers, Ltd. 6/2010 to Current
4937 Hearst Street, Suite 1BMetairie, LA 70001
P.O. Box 763 Metairie, LA 70004
Phone: 504-***-****
Supervisor: Ben Diebold
Kendall Golightly
Osmose Utilities Services, Inc. 10/2008 to 11/2008
980 Ellicott St.
Buffalo, NY 14209 2398
Phone: 716-***-****
Pulte Homes, Inc./Del Webb Corp 07/1977 to 05/2003
15111 N Pima Rd.
Scottsdale, AZ 85260
Supervisor: Charles T. Roach, VP/GM
Charles T. Roach Kevin Vander Molen
7018 W Eugie Ave
7885 E Balao Dr
Peoria, AZ 85381-5066
Scottsdale, AZ 85266-2780
Del Martenson Gregg Yensan
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6509 W Wagoner Rd 4525 N. In the Pines Trail
Glendale, AZ 85308-1033 Flagstaff, AZ 86001
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