Manager Customer Service
Resume:
Dorothy Harding
Saugus, MA *1906
Cell: 617-***-****
Email: ac0afi@r.postjobfree.com
PROFESSIONAL EXPERIENCE
CUSTOM INTERIORS MANAGER / FACILITIES COORDINATOR
Brooksby Village, Peabody, MA June 2006-Present
Coordinate each phase of custom service projects, including initial marketing efforts, invoicing, final implementation, and quality assurance.
Market custom services finishes and products to both future and existing residents.
Contact future residents who have requested custom services and answer pricing, process and product specification questions.
Meet with future and existing residents to aid them in the selection of custom finishes and products. Provide pricing, process and product specification information on their selections.
Process custom services work orders, issue purchase orders to contractors, and schedule the performance of their work.
Log all custom service checks received. Update Finance at the end of each month; verify all checks for completed work are applied to that month’s revenue.
Forward invoices for payment after the Facilities Manager approves them.
Prepare a month end report of completed projects (revenue, expense, and margin).
Ensure that residents are provided with quality custom services that are priced fairly and delivered on time.
Inspect contracted work to ensure quality.
Follow up with residents, at the completion of services, to ensure their satisfaction.
Continually look for top-notch service providers who price their services fairly and deliver them on time.
Communicate/visit with each new resident in assigned neighborhoods to explain/clarify the operation of each department within General Services
Investigate complaints, suggestions, and occurrences; initiate through the appropriate manager the proper response, follow-up progress until conclusion
Audit all aspects of assigned area and coordinate needed repairs with the appropriate department.
Selects outside contractors for projects and supervises their work.
Audit all facilities for proper maintenance, repair, and cleanliness.
Conduct random surveys on services recently performed for residents and other departments.
Monitor the status of work orders to insure their completion in a timely manner.
Establish and maintain accessibility to all residents in assigned neighborhoods through high visibility and good communication.
Provide an updated report of ongoing projects to the Facilities Manager weekly.
Attend all meetings necessary to maintain a high level of awareness of all activities that are occurring in the assigned neighborhoods.
Coordinate special projects.
Perform additional duties requested by the Facilities Manager to ensure the effective and efficient Operation of the Community
PROJECT MANAGER / OFFICE MANAGER
Merrimac Tile and Stone, Derry NH October 2001 – January 2006
Sales and Management of jobs including scheduling and tracking
Assist President and VP with all jobs
Consulted with General Contractors/Owner/Architects to determine most cost effective flooring solutions
Request samples; check on billing, tracking job folders
Supervised and trained a team of project managers
Effectively resolved staffing issues, and prepared written employee reviews
Assist Bookkeeper with invoice posting, and Comptroller with collections
Serviced customers throughout sales process, including product selection, quotes, and installation of products.
Analyze and help create manual Job Cost for jobs
SALES OPERATIONS MANAGER
Shaw/Spectra Contract Retail Services Division, Woburn, MA December 1995-September 2001
Acted as a liaison between retail stores, corporate PMs, GCs and installation subcontractors
Consulted with clients to determine most cost effective flooring solutions
Resolved flooring repair and maintenance issues on national accounts
Spearheaded the recruitment of qualified flooring installers on a national basis
Supervised and trained a team of project managers
Responsible for resolution of past issues created by corporate consolidation and relocation
Conferred with senior management to develop positioning and business strategy
Managed all aspects of flooring installation on national accounts from order placement to delivery and installation
RELATED SKILLS
Proven record for achieving excellence in customer service
Proven ability to work with all levels of management and staff
Well developed management, interpersonal and communication skills
Aggressive, enthusiastic, and energetic self-starter
Proficient in Microsoft Office, Outlook, QuickBooks, and World Wide Web
Construction Supervisors License
Contact this candidate