Customer Service Manager

Harold Toomey

************@*****.***

**** ****** ***** ****: 210-***-****

Schertz TX 78154 Cell: 210-***-****

Dedicated customer service manager with 10+ years of experience. Consistently achieved record-high customer satisfaction rankings, improvements to the bottom

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line and turnaround of underperforming operations.

Respected builder and leader of customer-focused teams; instilled a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.

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Lead by example and ensured the execution of all safety, security, quality and company policies.

Areas of Expertise

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Customer Service Management Customer Satisfaction and Enhancement Teambuilding & Training

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Complaint Handling and resolution Relationship Building Microsoft Applications

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Quality Assurance Budget Management Project Management

• Materials Management

Professional Experience

Galaxy Builders 10/08 to 9/09

Material Manager / Quality Assurance Manager

Material Manager largest project in company history.

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Hired assistant to maintain inventory and perform special projects for superintendent.

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Designed and maintained multiple spreadsheets to insure accuracy of incoming and outgoing lumber.

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Performed QA’s on 394 apartments.

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Inspected apartment units with ownership, and maintained a less than 5 item QA list per building, making it possible to complete project 6 months ahead of schedule,

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saving over $800,000.

Managed all trades assuring a quality product for not only Galaxy Builders but residential ownership.

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Worked hand in hand with district manager, property manager and maintenance manager assuring all customer service issues were met and performed in a timely

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manner.

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2/03 to 7/08

Pulte Homes

Senior Customer Service Manager

• Managed high dollar budgets for multiple sub divisions

• Managed various contractor and sub contractors on a daily basis guaranteeing timely delivery and quality workmanship for our homeowners

• Worked closely with sales department ensuring complete customer satisfaction

• Worked in partnership, with superintendent, monitoring the progression of homes throughout the build process and briefing step by step progress to

buyers

• Responsible for customer service/warranty of 4 subdivisions consisting of 700 homeowners and their respective homes

• Preformed quality control inspections ensuring that homes were ready for new home orientation with buyer

• Conducted new home orientation with buyers prior to closing

• Mentor / Trainer for new hires consistent with the Customer Relations Training Process

• Scheduled and performed Pre construction meetings, and Pre drywall meetings with new home buyers

Xpect First Aid (Cintas) 6/00 to 2/03

First Aid and CPR Instructor

Previous Positions: Warehouse Manager, Route Consultant

• Oversee day to day warehouse functions, to include, inventory, shipping and receiving, and price comparison shopping. Climbed quickly up the

company ladder being promoted to Route Consultant and CPR Instructor, gaining more responsibility;

• Performed Safety analysis to insure Corporations are in compliance with current OSHA standards in regards to First Aid, CPR, Blood Borne

Pathogens and Worker Safety

• Trained clients in First Aid and CPR classes, Blood Borne Pathogens, and Automated External Difibulator (AED)

• Serviced clients First Aid cabinets to ensure they met and / or exceeded current OSHA standards based upon specific company needs

• Performed quarterly inventories; maintained a 99% accuracy rate during tenure. (Up from 46%)

Education and Training

CCAF (Community College of the Air Force) 9/87 to 9/97

Earned 56 credits in Logistics

Training: Completed numerous courses and seminars in customer service, inventory control, time management, leadership, and performance assessment,

MS Office to include Word, Excel, and Power Point and Outlook, train the trainer.

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