Quality Assurance Manager

Thomas J. Keefe

847-***-**** ********@*****.***

SUMMARY

Team-oriented, quality-focused Customer Relations Manager with over five

years experience managing all aspects of residential customer and product

experiences, managing and mentoring new employees, employee training,

quality assurance, customer orientations and tutorials, quick turnaround

scheduling, and budget reduction. Strong emphasis on creative design and

process improvement. Proven ability to effectively collaborate in a team

environment with a high level of integrity working with customers and

vendors to deliver top-notch products, customer experience and warranty

services; and develop just-in-time training, resulting in loyal customers

and repeat and referral business. Acknowledged as a leader by example:

with an unrelenting focus on creative solutions and process improvement.

Performs and delivers well in team environment and in high volume, fast

paced environments. Energetic worker: with a passion for total company

success through continuous improvement and employee motivation. Additional

areas of strength include:

Work Ethic and Integrity Issue Resolution

Employee Development Process Improvement

Think-outside-the-box Mentality Budgeting and Financial Tracking

Communication and Presentation Cross Functional Team Leadership

EXPERIENCE

PULTE HOMES, Schaumburg, IL 2003 - 2009

Customer Relations Manager

Provided top notch customer experience and account management with Fortune

200 Company. Responsible for end product quality assurance and product

warranty services to customers. Performed in a variety of team

environments, managed customer accounts, mentored teammates and trained new

hires, and worked in fast paced, high volume environments.

. Achieved top division customer satisfaction ratings three consecutive

years receiving "Community of the Year" honors at largest project in

division.

. Received Workhorse of the Year award for performance during a period of

minimal staffing at largest project, helped to deliver over 40% of

division's workload and produced majority of division's profits.

. Served on company Great Lakes Area Customer Relations Council identifying

areas for improvement regarding customer satisfaction, training of

employees, and budget management, created and implemented action plans to

achieve goals for Midwest area divisions of company.

. Led Product and Service Improvement Taskforce. Developed creative

solutions to customer issues, employee development, product defects, and

cross functional communication gaps.

. Served on multi-departmental team to design and install service specific

contracts for subcontractors leading to a more refined service procedure

and reduced overhead costs.

. Implemented budget training to Customer Relations team which resulted in

immediate reduction in service overhead costs.

Senior Customer Relations Manager

Mentored and managed team of Customer Relations Managers and achieved

significant increase in customer satisfaction scores during this period.

Handled high risk and sensitive customer accounts, maintained team budgets,

and administered training.

. Participated as a member of the Wingman Council Training team which

developed on-boarding process for new hires and interns, refined new hire

training processes, and administered new re-training process for mentors.

Thomas J. Keefe Page Two

PULTE HOMES (continued)

. Elected to National Training Review Board. Reviewed and edited new hire

training manuals and processes to prepare for implementation.

. Participated in first Customer Relations Leadership training, conducted

workshop activities in areas of company leadership and development.

. Mentored and developed multiple new hires into successful team-oriented

top producing employees who served at high volume projects throughout the

division.

EDUCATION AND PROFESSIONAL DEVELOPMENT

BS, Finance, Marquette University, Milwaukee, WI, 2001

Architecture, Design, AutoCAD and Residential Construction coursework,

Triton College, River Grove, IL

(Completed to date: 2 semesters, 28 credits)

Pulte National Customer Relations Leadership Council - Leadership Academy

Class

Founder and Chair of Annual Holiday Fundraiser to Benefit Mercy Home for

Boys and Girls

Board Member-Young Adult Community of St. Clement Parrish

CLC Afterschool Teacher/Coach Milwaukee YMCA

Volunteer Milwaukee Boys and Girls Club-Activities and Games

TECHNICAL SKILLS

Microsoft Office (Word, Excel, PowerPoint)

AutoCAD

ProShop Gold Photo Editor

3D Computer Design

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