Customer Service Management
Resume:
Doug Snider *** Knollwood Court
Danville, CA ****6
****.******@*******.***
Accomplished manager with over 25 years of experience in high-density multi-family project management and construction environments. Strong record of enhancing productivity, cost optimization, and excellent financial performance. Purdue Engineer with a strong entrepreneurial spirit as well as a naturally passionate leader with proven mentoring, team-building, and motivational skills.
Multifunctional expertise including:
● Project Management
● General Contracting
● Quality Driven
● Financial Management
● Customer Satisfaction and Retention
● Qualifying Sub-Contractors and Maintaining Relations
PROFESSIONAL EXPERIENCE
Doug Snider Consulting Services, Danville, CA
PRINCIPAL (2007-Current)
Established business to provide consulting services for the engineering, design, project management and construction markets. Major engagements included:
LightBeam Electric, Bay Area, California
Calterra Properties, Bay Area, California
Easton Place, Sacramento, California
Solar Universe, Puerto Rico
PHG Energy/Thompson Caterpillar, Nashville, TN
Phoenix Biomass Energy, Central Valley, California
SelectBuild Northern California, Dixon, CA
CHIEF OPERATING OFFICER (2002-2007)
Provided leadership for Northern California commercial and residential sub-contractor with annual sales exceeding $250 million. Divisions included concrete, framing, plumbing, and glazing with 2,200 employees working on over 100 projects per annum.
Built a scalable organization with a communicative culture resulting in a five-fold increase in projects under construction and an increase in annual revenue from $60 million to $250+ million.
Established a high-performance management staff and created a team-based work atmosphere that promoted cooperation to achieve common objectives. Instituted a series of initiatives that substantially improved communications throughout the organization.
Chaired Leadership Council which defined vision and culture, created strategies, developed business plans, and established tactical goals for all business units.
Developed and implemented accurate near and long-term forecasting tools which enabled planning for a 30+% compound annual growth.
Created innovative approach and gained company-wide buy-in to “Do It Safely, Do It Correctly.” Achieved 50+% reductions in customer service callback ratios as well as 25% decrease in Workers Compensation Experience Modification factor.
SelectBuild (continued) Snider Page 2
Transitioned from external to internal sourcing of material and key components along with the implementation of process-driven manufacturing capabilities to move work from the job site into the factory. Enabled the capture of operational efficiencies, margin-stacking opportunities, greatly improved quality as well as a substantial reduction in cycle times.
Spearheaded the cultural, operational and back-office integration for three acquisitions.
Pacific Mountain Partners, San Ramon, CA
FOUNDING PARTNER (1999-2003)
Founding partner of this Northern California single and multi-family housing development company, starting with the acquisition of one single-family housing community and grew team for eight communities.
Performed all due diligence on the purchase of initial community.
Built from zero base both internal and external teams: engineering, architecture, project management, construction and customer service.
Developed and implemented a “Preferred Provider” program that reduced construction costs by 3%.
Developed and implemented customer care program that increased “zero-defect” home deliveries from 35% to 95+%.
Archstone Communities, Atlanta, GA (1994-1999)
VICE PRESIDENT-DEVELOPMENT
Recruited to build a multi-family apartment development team in an eleven-state geography with an annual volume exceeding $450 million.
Assembled team to source, plan and construct 7,000 apartments in 25 communities per annum. Opened and staffed satellite offices to cover diverse geographic market area.
Negotiated and executed one of the first multi-family residential wholesale Power Purchase Agreements with Georgia Power.
Mayer Group, Los Angeles, CA (1986-1994)
SENIOR VP OF PROJECT MANAGEMENT
Lead project person for this multi-faceted real estate owner, development, and GC firm. Broad based experience in acquisition, project management and general contracting in hospitality and high-density residential product types.
EDUCATION
Purdue University, BSCE, with distinction
PROFESSIONAL AND PERSONAL ACTIVITIES & AWARDS
2007 Deming Award For Continuous Improvement
Hudgens Foundation, 501 (c)(3) Executive Director
Civic Center Barrio Housing 501(c)(3), Board Member
Annual Amor Ministries home build in Tijuana, Mexico
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