Customer Service Sales

EDWIN SANTANA

OBJECTIVE

Dynamic professional manager with over 10 years of successful customer

and administrative driven experience, seeking to secure a multi

faceted position commensurate with my skills, allowing me to

contribute through different avenues.

PROFESSIONAL EXPERIENCE

Oct 2005 to February 2009 Lowell Homes - Miami, Fl

Customer Service Director

. Responsible for Lowell Homes' overall customer service efforts.

. Responsible for coordination of Customer Service

Representatives, in order to secure maximum effectiveness and

timeliness in achieving customer satisfaction.

. Conducted weekly on site meetings & training sessions at active

sites. Meetings were for the purposes of reviewing outstanding

customer service issues with Project Managers and Customer

Service Representatives.

. Responsible for dealing with subcontractors to maintain customer

service standards in workmanship and timeliness.

. Maintained customer service computerized reporting system.

. Responsible for meeting homeowners with special concerns in

order to affect permanent solutions.

. Responsible for subcontractor back charges & negotiating overall

repair costs.

. Reported to corporate hierarchy at bi-monthly staff meetings on

customer service issues, random quality control and walk-thru

issues.

. Principal arbiter of all warranty disputes.

. Generated all correspondence to Homeowners, Contractors and

Vendors.

April 2002 to July 2005 Ceramica Etc / Atmospheres Stone & Design -

Miami, Fl.

Operations Manager

. Responsible for inventory management, maintaining proper stock

levels through analysis of sales trends and forecasts.

. Coordination of customer service to include shipments,

collections, customer concerns, price quotes, etc.

. Responsible for Sales and Marketing of the company's portfolio

of products, through-out the Mid-West and Southeastern United

States.

. Responsible for warehouse operations, including management of

personnel and shipping activities.

. Involved in activities related to the successful shipment of

containers of materials from overseas.

. Participated in annual trade shows both in Europe and the United

States.

3110 NW 101 ST MIAMI FL 33147 Cell (305/898-3897)

EMAIL: **********@***.***

NOV 1997 TO SEPT 2001 IMOLA MARKETING AND SERVICES MIAMI, FL

Marketing Manager: Originally I was responsible for

representing Imola Marketing &

Services to customers, construction and design professionals

in Florida and parts of the

United States. Thereafter, duties were expanded to include:

. Responsibility for sales and marketing in Florida.

. Increasing and coordinating sales with Home Depot - Expo stores

through-out the United States.

. Conducting presentations to design and building professionals.

. Setting up and participating in large tile and design industry

trade shows in the United States and Italy.

. Conducting training sessions for customer and Imola Marketing &

Services personnel.

. Served supervisory role over warehouse personnel, including

proactive walk-thrus and trouble shooting.

. Conducted inventories at Imola's warehouse facilities in both

Atlanta and Miami.

1997. Mc Graw-Hill/F.W. Dodge Division Miami, FL

Construction News Reporter

. Researched and reported on construction projects throughout Dade

County, for private and governmental customers throughout the

United States.

. Conducted extensive interviews with Architects, Engineers,

private and governmental owners in order to uncover information

on construction projects in varied stages of development.

. Consistently produced an average of 200 news reports per month.

. Provided customer service to F.W. Dodge subscribers seeking

construction related information.

. Developed and implemented a computer based news system for

information gathering from Architects and General Contractors.

. Represented F.W. Dodge at trade shows and professional

organizations, in a coordinated effort with the sales force to

promote the organization.

EDUCATION

MBA courses from Florida International University.

B.S. Construction Management Florida International University

A.A. Miami-Dade Community College Architecture Major.

OTHER SKILLS

Computer skills: Microsoft Excel, Microsoft Word, Microsoft

Outlook, Microsoft

Publisher, Winfax, experienced in use of SBT, QuickBooks,

Prosoft, Omni-page 16.0

Ability to read architectural blueprints and do material take-offs.

Bilingual - English and Spanish

3110 NW 101 ST MIAMI FL 33147 Cell (305/898-3897)

EMAIL: **********@***.***

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