Customer Service Quality Control

Lian Schmitt

***********@*****.*** 951-***-**** 951-***-****

Professional Experience

Manpower Staffing - Temecula, California

March 2008 to January 2009

Move Coordinator

. Developed a strong working knowledge of Remedy and Excel applications.

. Performed weekly floor walkthroughs of office areas verifying signage,

staff seating, and furniture concerns as assigned. As required,

assisted in project moves.

. Prepared and distributed move packets, move signage, move

spreadsheets. Assisted as needed in the field during project moves.

. Processed approved furniture related work requests, sending them to

outside vendor and notifying end-user of scheduled work.

Integrity Service Solutions - Murrieta, California

January 2005 to December 2007

Director of Operations

. Managed and developed core business and operational development

functions including human resources, quality control, and customer

service.

. Defined objective assessments on performance and provided

developmental opportunities for the employees.

. Assured highest quality of standards were maintained through thorough

policy and procedures training, facilitating compliance of all

policies and procedures, implementation of cross training of

personnel, timely management practices, listened and counseled

utilizing positive management skills.

. Oversaw data entry in the Punchlist Manager system with accuracy to

include water damage files, service request notes and proper trade

contractor assignments.

. Ensured a high quality of customer service through communicating

effectively with developers, trade contractors and homeowners.

. Met with and addressed dissatisfied customer's concerns and responded

accordingly to the issues.

. Conducted monthly management and field personnel meetings.

. Acute awareness of quality control in construction as well as in

warranty service.

. Knowledgeable in water intrusion process and accurate reporting.

. Ensured the highest quality of customer service through effective

communication with developers, trade contractors, and homeowners;

demonstrated consistent success with addressing dissatisfied

customer's concerns; and awarded the honor of Customer Service

Professional of the Year finalist in 2005, 2006 and 2007 for the San

Diego Building Industry Association.

DR Horton - Carlsbad, California

August 2002 to January 2005

Customer Service Area Field Manager

. Interviewed and trained new customer service personnel. Provided on-

the-job training to new personnel.

. Met with challenging homeowners to resolve conflicts.

. Effective at homeowner meetings ensuring that established maintenance

procedures were properly executed mitigating the potential of future

litigation.

. Professionally represented the company for various mission essential

meetings and occasions.

. Interfaced with customers to identify needs, field questions and

facilitate services.

. Encouraged leadership and self-management practices of individuals by

empowering employees to make decisions.

. Contributed to the development of departmental homeowner and policy

and procedure manuals.

. Met weekly with the Director of Customer Service, on-site and area

superintendents for the purpose of improving current operations.

. Met with Homeowner Association and area superintendents prior to HOA

representing the community.

. Worked closely with area superintendents and customer service managers

to resolve common area issues in established communities; requiring

the use of community plans.

. Managed 25 employees and more than 20 communities while assisting in a

fast-paced closing schedule.

. Maintained closing reports. Distributed weekly to all sales,

construction and service personnel.

. Reviewed 100% of customer service 'red flag' issues.

. Assisted the customer service representatives in completing 100% of

customer service requests in 30 days or less.

United States Navy

September 1994 to July 2002

IT2- Information Technician Second Class Petty Officer

. Supervised and accounted for a crew of 8 technicians.

. Established training and education for long-term schedules.

. Installed fiber-optic cable.

. Provided on-the-job training as an Information Systems Technician.

. Awarded and maintained a Top Secret security clearance (DOD background-

investigation).

. Worked with customers on a daily basis solving problems and providing

excellent customer service.

. Maintained over 200 local area workstations and laptops and over 700

user accounts.

. Used productive troubleshooting skills to repair over 2500 trouble

calls resulting in high customer satisfaction.

. Meticulously annotated and completed maintenance records including

detailed annotations of man-hours, troubleshooting procedures

employed, repair equipment cost and final quality control.

. 5 years of experience in telecommunications.

. Second Class Leadership Training.

Education

. Bachelor of Science, Business Administration - California State

University San Marcos; May 2014

. Associate in Liberal Arts, Business & Technology - Mount San Jacinto

College; May 2012

. Completed Senior Experience, May 2014

. Completed The Student VIP program through COBA, May 2013.

. Completed Tukwut Leadership Circle program, December 2013.

Contact this candidate