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Customer Service Manager

Silver Spring, Maryland, United States
February 06, 2018

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Richard W. Whiting, Jr.

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

Silver Spring, MD. 20902



Mission Statement

To bring long term financial stability and growth for business by providing a safe work environment, which will allow a high level of quality work at all levels.

Install Service Manager (ISM) April 2014- March 2017

Home Depot Exterior

Develop and maintain professional and service provider relationships

Responsible for the recruitment, assignment, retention and quality control of service providers

Negotiate terms of contracts with service providers

Conduct job site inspections and evaluate the final product delivered by service provider

Established service provider pool that had the capacity to do 25 million dollars a year in installs

Execute monthly quality review with service providers to drive high customer service

Communicate with Branch Management, Sales Managers, Project Coordinators to drive customer service metrics, cycle times, and product quality

Responsible for cost controls of material and labor

Responsible for scheduling and placing orders for installs to include roofing, gutters, siding, replacement windows, and exterior doors

Interface with sales and store associates to provide technical training support

Escalate potential program gaps to develop attack plans for under- performing areas

Provide accurate, swift resolution to escalated customer issues

Use independent judgment for managing unexpected cost increases during installation process

Accountable for job cost and gross margin

Coach store management and installers on proper installation crisis management to reach quick resolution while addressing the customer’s needs and concerns

Have consistently surpassed PLAN

Have worked to establish relationships, and provide labor and materials with local charities to include Christmas in April, Wounded Warriors, and 360 Heroes

Lead Certified

OSHA 10 hour Construction Safety Certified

Richard W. Whiting, Jr. March 1989- 2012

Founder and Owner

Richard Whiting Jr. General Contracting Company

Silver Spring, Maryland

National recognized Builder with focus on high end remodeling

Developed working relationship with area architects for references and leads

Managed budgets for multiple jobs which included all aspects of estimates

Draft proposals with bids from potential subcontractors

Submitted information to subcontractors for bids

Initiated contacts for hiring and supervising at all levels

Managed payroll, payroll taxes, insurance filings, permits, and contracts with subcontractors

Ordered materials within proposed budgets for multiple jobs

Set up on-sight meeting s with carpenters, lead carpenters, and subcontractors

Responsible for keeping customers informed of job status

Familiar with all phases of high end remodeling and new home construction

Lead Carpenter October 1988- March 1989

Case Designs Inc.

Bethesda, Maryland

Responsible for managing and successfully completing projects

Supervised carpenters and subcontractors

Maintained financial records and paperwork

Promoted customer satisfaction with frequent communication of progress

Maintained progressive open dialogue with architects

Read and interpret plans prepared by architects

Project Manager February 1986- August 1988

Baltimore Oxygen Supply

Division of Linde

Baltimore, Maryland

Served customers, John Hopkins University Hospital, and numerous welding firms

Distribution of medical gases and industrial liquids to include liquid oxygen, nitrogen, and helium

Managed 1.2 billion dollar cash, chemical and parts inventory

Supervised a staff of 25

Provided consistent excellent customer service

Instrumental in building business and maintaining major accounts while reducing staff by 75%

Detailed orientated manger who carefully considers both profit and safety

Operations Manager January 1984- January 1986

Bel Welding/Landsel Cryogenics

A Division of Union Carbide

Hyattsville, Maryland

Responsible for research and development

Supervised eight supporting personnel with a 300 million dollar industrial and medical gas inventory

Developed and set up standard preventive maintenance program for delivery fleet which improved customer service and reduced maintenance cost, promoted safety

Created innovative liquid manifold that reduced accident risk and improved fill time by 50%

Counselor September 1980- December 1983

University of Maryland

Veterans Administration

College Park, Maryland

Assist veterans in obtaining benefits for education

Gave seminars to help veterans matriculate into the college community

United States Marine Corp September 1974- August 1979

Obtained rank of E-5 (Sergeant)

Cryogenic Technician; Trained to run equipment that produced liquid nitrogen and liquid oxygen that was then turned into oxygen for high altitude flying and nitrogen for missile propellants and filling tires.


Received Vietnam Service Medal

Received First Award Good Conduct Metal

Separated from the service with Honorable Discharge


1983 Bachelor of Arts in American Studies (major Zoology) University of Maryland, College Park

Additional course work at the University of Maryland, Far East Division and the University of South Carolina

1975 Naval School of Cryogenics

1984 Linde Specialty Gas School

1985 Union Carbide Cryogenics Development R.D.F Training School


1995, 1996, 1997, Better Homes and Gardens, “America’s Best Builders and Remodelers”.

1997 Better Homes and Gardens, Favorite Plans, “America’s Best Remodelers”


Served in the community as a volunteer coach for CYO 1997-2008

Served in the community as a Varsity High School Hockey Coach with a Hockey USA Level 4 Coaching Certification 2006 – present

Served in the community as a Varsity High School Tennis Coach 2006- 2010

Provide labor and materials for the charity Christmas in April

Provided labor and materials for Wounded Warrior projects

References Available Upon Request

Contact this candidate