Customer Service Manager
Resume:
Angela Addario
BRAMPTON ON L*Y 4P6
Home Phone: 905-***-****
Email: **************@*******.***
Career Objective
To obtain a challenging position in which my people skills are utilized in both an individual and a team environment.
Career Summary
An energetic, dependable, goal oriented, self-reliant individual who is adaptable to any given task or situation. Particular strengths include:
Problem solving
Producing accurate and detailed work while meeting deadlines
Gathering information logically
Organizing people, projects and schedules
Conflict resolution
Work History
Great Gulf Homes
Sept 2016 – June 2019
Assistant Customer Service Manager (Lowrise)
Oversee all aspects of day to day client home care operations in the lowrise division
Ensured fair and professional assessment of listed deficiencies: all required repairs done as per Tarion CPG and company standard
Relieved onsite Warranty Care Administrator, when required
Received, directed and respond to all modes of customer contact
Ensured that all customer service activities met or exceeded customer expectations
Monitored ongoing projects and communication channels, internally and externally, to provide status reports and other types of communication
Investigated and resolved escalated customer needs or complaints, including Tarion RFC with direct communication with Tarion representative
Developed best practices in customer service and coached service staff to adhere to established best practices
Recruited new member of the department with assistance of Senior Customer service manager and Human Resources department
Handled interdepartmental issues with tact and diplomacy
Managed resource allocation with mindfulness of company fiscal responsibilities
Ensured that Customer service staff conducted themselves in accordance with set standards at all times
Ongoing assessed the department for areas of improvement
Quality Sterling Group
Nov 2015 – Sept 2016
Service Administrator – Hardwood Floor
Receive request from Builders re installation or service issues
Arrange to have installation or service issues inspected when necessary
Maintain service work schedule and link with supervisor's site visit schedule
Prepare quote for repair and obtain purchase order from builder
Arrange repair with Builder and installer, or homeowner
Provide payroll with information regarding deficiencies for back charging to installer
Provide invoicing with details for billing including purchase order
Build rapport with Builder in responding quickly and efficiently to all service request
Conduct general administrative tasks
Fernbrook Homes Ltd.
Feb 2011 - June 2015
Customer Service Manager (Highrise)
Manage/ Supervise Customer Service for residential Highrise Condominium of 2 buildings amounting to 600 suites with 4 on site staff and 2 handymen
Collaborate and coordinate with construction staff and/or trades to address in suite concerns
Liaison with General Superintended for residential Highrise to establish quality assurance
Collaborate with General Superintended on common element issues that overlap with in suite concerns
Collaborate and coordinate with Construction staff and trades to address common element issues that overlap with in suite concerns
Liaison with on site Property Management office in effort to address and/or resolve emergency and common element issues
Correspond with governing body as necessary
Liaison with governing body to determine warranty of homeowner deficiencies
Administer staff disciplinary action as required
Conduct Pre-delivery inspections with problematic homeowners and /or as necessary
Record and monitor trade service schedules on Datastay software
Menkes Developments Inc.
Nov 05 – March 09
Highrise Customer Care Supervisor
Manage/ Supervise Customer Service for residential Highrise Condominium of 8 buildings amounting to 2400+ suites with 4 on site staff and 2 handymen
Collaborate and coordinate with construction staff and trades to address in suite concerns
Liaison with General Superintended for residential Highrise to establish quality assurance
Collaborate with General Superintended on common element issues that overlap with in suite concerns
Collaborate and coordinate with Construction staff and trades to address common element issues that overlap with in suite concerns
Liaison with on site Property Management office in effort to address and/or resolve emergency and common element issues
Correspond with governing body as necessary
Liaison with governing body to determine warranty of homeowner deficiencies
Collaborate and coordinate with Property Management homeowner information sessions in effort to define individual roles and importance and process for electing Condominium Board as required at time of final closing of Highrise building
Administer staff disciplinary action as required
Conduct Pre-delivery inspections with problematic homeowners and /or as necessary
Record and monitor trade service schedules on QDEF software
Lakeview Homes Inc.
Nov 2004 – Nov 2005
Director/Manager – After Sales Warranty Services
Liaison with Project Manager to review trade statistics in an effort to provide better customer service
Negotiate with trades to provide materials in effort to resolve issues with homeowners
Negotiate resolutions in an effort to settle potential claims
Issue settlement releases and undertakings to resolve claims
Correspond with governing body as necessary
Liaison with governing body to resolve homeowner deficiencies in escalated circumstances
Customer Service Representative/Coordinator
Correspond to homeowners request for service to establish expectations and standards as administered by the governing body for residential building industry
Administer work orders and/or service requests to necessary trade contractors and service technicians
Co-ordinate appointments between trade contractors, homeowners and service technicians
Follow up with homeowners to establish quality assurance and satisfaction
Tarion Warranty Corporation
(Formerly Ontario New Home Warranty Program)
1991 to 2004
Customer Service Representative/Claims Coordinator
Corresponded with builders and homeowners about Program requirements and warranty coverage
Acted as liaison between builders and homeowners in effort to resolve disputes
Acted as liaison between corporate shareholders, builder and their purchasers in order to facilitate security releases
Gathered information on delinquent builders for vice presidents, managers and other departments within the corporation
Produced accurate and concise reports in a timely fashion
Produced a work schedule to issue to outside contractors
Issued and processed Request for Payments for purchasers
Ensured contractors and purchasers provide required documents for processing
Trained new and existing staff with computer use and administrative duties and in house software program
Planned and coordinated rotation schedules
Audited files for quality assurance and compliance
Assistant Analyst
Processed new Builder Registrations for final approval.
Analyzed financial statements (personal net worth statements, opening balance sheets)
Reconciled builder accounts (collected and/or refunded monies and verified proper fees)
Corresponded with builders, solicitors and accountants about Program requirements Provided builders with necessary information to facilitate closings of new homes
Requested, released and reduced securities (letters of credit, Surety Bonds and funds held in trust)
Claims Recovery Assistant
Distributed invoices to builders on whose behalf we have paid money
Gathered information on delinquent builders
Contacted builders for collection of outstanding monies
Contacted builder’s solicitors to resolve disputed claims
Education
Computer Workshops
Excel & Internet Course
Business Writing Course
The Toronto School of Business
Eastern High School of Commerce (5yr graduate Diploma)
References available upon request
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