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Customer Service Manager

Palm Beach Gardens, Florida, United States
August 31, 2017

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**** ****** ****

Palm Beach Gardens, FL 33410

C: 561-***-****

Senior Construction Manager

Delivering Leadership for Developing and Managing Memorable Services PROFILE

• Energetic professional with 30 plus years of success leading the construction of residential and commercial real estate developments with a proven record of meeting time, labor, and budget goals.

• Oversee interaction with general contractors, sub-contractors, architects, crews, and other trades to coordinate projects from prints to completion. Coordinate with threshold inspectors, local officials and engineer/architects.

• Champion the sourcing and negotiating of terms with suppliers ensuring materials meet quality control standards and delivery timelines.

• Perform above and beyond customer expectations with a high degree of emphasis placed on professionalism and a satisfying customer experience. Sourcing construction defects by monitoring owner service requests to limit post-closing issues.

• Heavy experience and use of Six Sigma and Lean Technologies. Accomplished speaker and trainer.

• Creating sustainable programs that build relationships and promote long-term strategic alliances.

• Highly experienced in using data and buying trends to stock design centers and provide focused service policies. EXPERIENCE


General Manager – Sales Manager

We provide property management consulting in all phases of a projects life cycle, from raw land to owner warranty services. This start up company currently manages turnover and post turnover HOA/POA engineering reports. The range of service includes consulting with builder/developer clients and managing the required or negotiated settlement property or structural corrective measures. Contracts for maintenance and repairs of various associations are in place. Designs are being implemented for a web-based servicing and referral program to allow owners, associations, commercial property owners and trade/service providers to monitor and request services. Maintain over 500 investor owned units from move in to sale ready. Websites: and KOLTER COMMUNITIES, West Palm Beach, FL 2004-2016

Director of Customer Service / Project Manager

Lead and supervise construction project management activities from bid requests to project approvals. Coordinate work with management team including community startups, sales, training, safety and risk management, quality control, and closing issues. Multiple projects; including High Rise, and commercial. Consultant since 2009 for community turnovers. Currently acting as independent consultant on legacy property turnovers Achievements:

• Project management of apartment and condo conversion properties. Including high rise and mixed use PUD projects

• Manage service in resort properties and ancillary retail centers. Multiple job site management of service and warranties

• Responsible for development/project budgets from 10 million to 300 million.

• Slashed customer response issues by more than 90% as a result of creating and implementing a best practices quality control process. Established sub contractor and employee buy in to raise level of service and product delivery.

• Reduced redundant closing efforts 50% and boosted business word-of-mouth referrals more than 15% through the creation of a comprehensive work performance and follow-up system.

• Enhanced key activities related to sales, design, customer service, accounting, and construction management by automating and combining individual steps from separate procedures into one centralized system.

• Created media material for trade, governmental and client relations.

• Extensive work with legal writing association, trade and client documents

• Responsible for corporate/company wide branding

• Conduct company wide trainings to insure buy in from staff and affiliated business partners. ST. JOE TOWNS AND RESORTS (Formerly Arvida), Jacksonville, FL 2002-2004 Customer Services/Project Manager

Assigned to implement processes, systems, and protocols for construction operations. Led warranty operations and served as company liaison for the community and the homeowner’s associations. Managed budgets and staffing. Created best practices manual



• Supported corporate revenue objectives and overall company initiatives by managing the warranty details associated with a 20,000 acre 20 year development build-out.

• Spurred an increase in customer satisfaction by more than 50% as a result of centralizing the collection and reporting of quality control and issue tracking data.

• Improved the tracking of project manager performance results as well as methods for ensuring warranty services based on education received at industry trade seminars.

• Work with marketing to improve brand recognition by analyzing customer surveys and studies. GI HOMES, Coral Springs, FL 2001-2002

Warranty Manager

Managed day-to-day warranty and quality control operations; including inspection, scheduling and quality control. Performed statistical and data preparation for budgets and financial cost projections. Coordinated efforts of all departments on quality and customer satisfaction issues. Established a multi faceted survey system. Achievements:

• Co-developed and established environmental remediation processes and procedures that were later adopted as standard protocol by The University of Florida.

• Supported short and long term goals of company through personal efforts of coordinating field setups, establishing policies, and developing staff.

EXIT EXCLUSIVE REALTY, West Palm Beach, FL 1995-2001 General Manager/Construction Director

Performed as internal and external customer service manager. Served as liaison between the customer base sourcing satisfaction issues back to specific phases of construction. Achievements:

• Served a key role for positioning future revenue growth by boosting the number of sales force representatives from 5 to 65 in a 3 year period.

• Developed sales force teams for small to medium size developers through education and training.

• Created satisfaction monitoring program and switched staff bonuses to quality instead of production, resulting in a 5-fold increase in positive surveys.

• Recognized trainer and speaker on sales, motivation and teamwork.

• Directed construction of various high end residential new and remodel projects as well as commercial investment properties.


V.P. Operations/Superintendent

Achievements VP:

• Contributed to the renovation or rebuilding of 2,000+ hurricane damaged homes and businesses by collaborating with internal and external teams to prepare multiple production schedules.

• Established procedural efficiencies and business critical processes by implementing automated estimating and disaster- recovery systems that integrated with insurance adjuster programs.

• Community liaison and advocate for recovery efforts with local, state and federal agencies. Achievements and Duties as Super:

Scheduling subcontractors, consultants, and suppliers in the critical path for timely completion Create quality control methods and implement checklist to monitor work in progress Communicate with project team regarding ASI’s, RFI’s, and Submittals Monitor subcontractors are complying with their contracted scope of work Manage inspections and any changes with local building officials Maintain subcontractor compliance of safety, health, and environmental quality standards Communicate any conflicts in construction progress to team management Developed and maintained daily logs of jobsite/projects progress Multiple job site, record keeping and supervision (over 2000 hurricane rehab) Manage punch lists of subcontractors for correction of all deficiencies to meet our standard (defined on checklists) Daily walk all units on project(s) to monitor activities and for scheduling/planning Conduct weekly subcontractor meetings for scheduling and performance of the work Follow up on notices of non-compliance to subcontractors to keep quality of work high Make sure that the job site(s) are always kept clean, safe and organized. Equipment storage and material secured Provide job progress and completion punch lists for Homeowner and/or community turnover EDUCATION

Business Administration, Tampa College, Tampa, FL 1980 Florida Junior College, Jacksonville, FL 1978


Dave Buster’s General Contracting School, West Palm Beach, FL Gold Coast School of Real Estate, West Palm Beach, FL Numerous professional seminars and training events Six Sigma and Lean Technologies Training

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