Customer Service Manager

todd convery

Email: *********@********.***

Address: ***** ***** ***** ****

City: Aliso Viejo

State: CA

Zip: 92656

Country: USA

Phone: 949-***-****

Skill Level: Management

Salary Range: $60,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

TODD J.CONVERY

23511 Aliso Creek Road #26

Aliso Viejo, Ca 92656

949-***-****/ *********@********.***

Objective To obtain a leadership position within an established multi-family housing corporation where I can utilize my skills and experience for the betterment of the company and its customers.

Skills and

Qualifications

EPA/CFC Certified

Certified Pool Operator

NAA/CAMT National Designation

Disney Institute Training

Microsoft Office proficient

One Site, AMSI, E-Site, MRI, Yardi trained.

Professional Service Manager, City Lights - Shea Properties, OC CA 3/12-9/12

Experience

Responsible for the daily operations of the Service Dept for 793 units.

Improved turn cycle from 9 days to 6 days and reduced unit defects from 50% to less than 10%. Average 43 turns per month.

Improved response time for service requests from 83% in 48 hours to 92%. Average 800 + service requests per month.

Involved in major re-pipe project, copper to PEX. Daily interaction with contractor & residents, communication, coordination and record keeping.

Conducted monthly site inspection, completed daily, weekly and monthly production and financial reports.

Daily interaction with site vendors, pool service, janitorial company, waste management and landscaping.

Mentored, trained and supported 7 person site team plus 2 additional temporary turn technicians.

Area Service Manager, UDR / Western Residential, OC CA 3/11- 2/12

Provided support for 31 assets in Southern California and Arizona.

Conducted monthly and quarterly community inspections.

Inspected communities for liability issues and safety compliance.

Maintained FLS records for inspections and repairs.

Ensured compliance in dealing with LBP & ACM.

Maintained vendor & supplier list, while looking for improving quality while maintaining or reducing budget.

Worked with Asset Quality on CapEx needs. Compiled 3 and 5 year forecasts.

Reviewed reports and mentor Service Managers to meet standards.

Implemented annual unit by unit preventative maintenance inspection.

Regional Maintenance Supervisor, Alliance Residential LA, CA 7/09- 3/11

Responsible for facility operations and CapEx projects for 38 buildings,

Approximately 4000 units, in the Los Angeles and Ventura County areas.

Conducted Monthly and Quarterly Quality Inspections at each asset.

Created and reviewed budgets. Projected budget for capital needs for up to 10 years. Evaluated energy cost savings at each site. Met quarterly with owners.

Reviewed weekly production reports and mentored maintenance supervisors on meeting performance standards.

Created the plan, scope, and bid, of all contracts and managed CapEx projects costing $1K - $750K. Managed vendors to ensure quality standards and schedule.

Conducted monthly Maintenance Supervisor meetings and training workshops.

Performed safety evaluations of each community. Ensured all required permits and inspections were current.

Monitored vendor quality and costs. Revised vendor list to improve workmanship and financial bottom line.

Conducted due diligence inspections for management takeover at 3 assets and 2 asset acquisitions.

Service Manager IV, Mariners Cove - AIMCO San Diego, CA 5/08-7/09

Responsible for daily operation of 500 unit apartment community.

Brought operation into compliance with corporate policies, trained staff.

Managed kitchen and bath redevelopment project and deferred capital projects.

Rebuilt vendor list and established all new contracts.

Exceeded R&M budgeted expectations for first time in 7 years.

Forecasted needs and budget in R&M and CapEx for 3 year period.

Director of Service & Quality, AIMCO Phoenix, AZ 03/05 - 5/08

Maintained quality to corporate standards for 36 communities; 10,000 units in Arizona, New Mexico, Nevada and Southwestern Texas.

Coordinated capital projects and managed vendors.

Implemented preventative maintenance program standards, schedules and quarterly evaluations.

Scheduled and completed quarterly site inspections and reviews of each community.

Conducted annual capital / budget evaluations of each property.

Scope, bid and implement kitchen and bathroom re-model projects.

Trained service managers and technicians on technical and reporting tool subjects.

Construction Superintendent, Mark-Taylor Inc. Scottsdale, AZ 12/03- 03-05

Coordinated, oversaw and monitored contractor activities to ensure projects were completed correctly and on-schedule.

Ensured quality of contractor work was up to company standards.

Updated standard company reports.

Constructed and turned over 856 units / 3 projects, to management.

Upheld and reinforced OSHA safety standards through weekly training meetings (staff and contractors) and inspections.

Daily interaction with sub-contractors and city inspectors.

Service Manager and Trainer, Mark-Taylor Inc. Scottsdale, AZ 09/94"03/05

Managed lease up of 2,500 apartment units, 6 communities.

Lead maintenance teams in performing all necessary functions for A+ communities.

Established customer service metrics and maintained company policies and procedures.

Developed and delivered technical training for service managers and technicians within the company.

Built and maintained monthly and annual community budgets

Established vendor lists and contracts.

Coordinated due diligence inspections for 3 communities.

Professional

Affiliations Arizona Multi-Housing Association Member 1992-2009

National Apartment Association Member 2003- 2009

California Apartment Association Member 2010- Current

Recognitions Arizona Multi-Housing Assn. Tributes Award winner- Service Mgr. 2000

Arizona Multi-Housing Assn. Leadership Lyceum Graduate 2007

Mark-Taylor Award Company Employee of the Year 2001

Mark-Taylor Award Service Manager of the Year 1997

Disney Institute, Florida Customer Service Training Graduate 2007

Education: University of Colorado, Boulder, CO

Fork Union Military Academy, Fork Union, VA

References Available Upon Request.

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