Customer Service Warranty
Resume:
MARK ADAMSON
****@**********.**
WWW.LINKEDIN.COM/IN/MARK-ADAMSON-B9143A12
OBJECTIVE
To continue my career in a role that allows my management, service, and diplomatic skills to shine.
SUMMARY
- An effective leader who gives his colleagues the tools and support to allow them to shine, who believes the team should work together to make each other stand out.
- A professional who has a passion for customer service and the diplomacy skills necessary to de-escalate issues and put out those fires.
- Friendly and professional, easy going and knows how to weigh the needs of the homeowner with those of the company
-Has 20 years’ experience dealing with Tarion processes and procedures.
- Has completed HCRA Customer Service course
- Has OBC Pt 9 certificate
SKILLS
Strong interpersonal skills
Active listener and empathizer
Methodical approach to troubleshooting any personal or technical
issues
Maintains professional demeanor
Assertive and adaptable
Easy-going manner, handles stressful situations well
Software familiarity: Newstar/REMS and
Qdef/QADef, Bridgit, Tribe, and Procore construction CRM software, advanced ability with Windows, Outlook, Word, Excel, PowerPoint, CorelDraw, and various internet applications
EXPERIENCE
MANAGER, WARRANTY, EMBLEM DEVELOPMENTS, HAMILTON
Nov 2023 – Present (1 Year Contract)
1 Jarvis (355 units)
Responsible for conducting Pre PDI inspections and PDIs with homeowners, as well as coordinating access for post-occupancy warranty work, and working with builder to prioritize and resolve outstanding PDI and new emergency issues. Also deal with Tarion 30 Day inspections and procesing of those lists, and offer direction to third party handyman for minor repairs.
WARRANTY & SERVICE MANAGER, ZEHR CONSTRUCTION, KITCHENER
Sept 2020 – Sept 2023 (Downsized due to business restructuring)
Projects included: Garment Street, Towers 1, 2, 3 (624 units), Charlie West (246 units)
Built and managed warranty team, responsible for projects from post-PDI to end of Tarion performance audits.
Assessed items on Tarion warranty forms, educate homeowners on warranties and procedures.
Resolve Tarion conciliations, handle homeowner escalations
Manage trades and their repairs, create and manage monthly report for ownership.
FREELANCE PRE-DELIVERY INSPECTION REP,
E-SPECTIONS / PDI GROUP,
GTA
Feb 2019 – Aug 2020 (Occasional part time)
Provided third-party pre delivery inspections with and without homeowners present (during Covid- for builders around GTA (Lanterra, SkyGrid, Streetcar, Country Homes, etc)
ACTING CUSTOMER CARE MANAGER/COORDINATOR, DESANTIS HOMES/HOMES BY DESANTIS
STONEY CREEK, GRIMSBY, BEAMSVILLE, NIAGARA
Oct 2017 – Jan 2019 (1 Year Contact, extended)
Projects included AquaBlu. 125 unit/ 5 storey condo and 4 condo towns, CentreSquare (70 condo towns), On The Ridge Ph 2 (73 freehold towns)
Ran Service department, covering a long term medical leave by existing service manager.
Responsible for Tarion 30 Day/Year End/2 Year/Major Structural Defect claims, ad-hoc warranty inspections, and troubleshooting more complex homeowner issues.
Resolved all Tarion conciliations, and conducted Pre-Delivery Inspections on site
CUSTOMER CARE MANAGER,
COUNTRY GREEEN HOMES,
WATERDOWN, MILTON, KITCHENER
July 2016 – September 2017
Projects included Westwood (14 semi detached towns), Waterdown (150 freehold towns)
Ran Service department, coached reps, conducted PDIs.
Scheduled warranty work with technicians and trades.
Responsible for Tarion 30 Day/Year End/2 Year/Major Structural Defect claims, ad-hoc warranty inspections, and troubleshooting more complex homeowner issues.
SENIOR PRE DELIVERY INSPECTION REP/HEAD OFFICE CUSTOMER CARE COORDINATOR,
MATTAMY HOMES,
MILTON, OAKVILLE, OTTAWA
September 2004 – June 2008/ May 2009 - December 2014
Projects included Milton – Hawthorne Village Ph 13, 14, 15 (1450 freehold singles/towns/semis) Hawthorne Escarpment Ph 1 (200 factory built singles)
Ottawa: Fairwinds Ph 2 (75 freehold singles), Half Moon Bay Ph 1, 2 (700 singles/towns/semis), Summerside Ph 1,2 (300 freehold singles/towns)
2004- 2007 – Customer Care Coordinator – dealt with requests and questions from purchaser prior to closing; re-wrote and presented Mattamy University homeowner seminar.
(Mattamy, continued)…
2007 – 2014 – Senior/Pre-Delivery Inspection Rep – Analyzed construction schedule to book Quality Assurance (without homeowners) inspections and PDIs (with homeowners). Provided feedback to management and construction staff of common issues found on site.
PRE DELIVERY INSPECTION REPRESENTATIVE.
EMPIRE COMMUNITIES,
BRANTFORD
July 2008 – March 2009
Projects included Wyndfield & Riverland
(Semis, detached, towns)
Conducted QA inspections in accordance to construction schedule, and scheduled and conducted homeowner PDI appointments, submitted to construction for repair and tracked/reported on common deficiencies; dealt with ad-hoc/emergency inspections and Tarion 30 Day/Year End/2 Year)
POLICY MANAGEMENT TEAM LEAD/TECH SUPPORT REP, NETCOM /AT&T CANADA/ALLSTREAM
September 1996 – August 2002
Tech Support – 1996 – 1998 - Providing first line technical support for a national dialup internet provider, responding to helpdesk calls, logging call info.
Policy Management/Online Abuse - 1998 – 2002 – Responding to email/phone complaints about what our subscribers were doing online that were violations of the company’s Acceptable Use Policies.
Responsible for investigating issues such as abduction, spam, child porn sharing, and stalking, and taking the appropriate action.
Contact this candidate