Customer Service Manager
Resume:
ERIC NELSEN, BSCM
**** ***** ***** ******, ** 60031
Phone: 847-***-**** Email: ********@*****.***
~ SENIOR CONSTRUCTION PROJECT MANAGEMENT ~
Seeking a new and progressive role in commercial/residential project management. Solutions-driven and business-focused professional experienced in driving all aspects of area/construction project management objectives via the development of strategic plans, establishing project goals and schedules, driving workload delegation, and ensuring the delivery of projects on-time and within budget. Adept in directing total quality and project management operations, to include crew/subcontractor management, client management, complex estimations and all PM phases, while meeting/exceeding established objectives. Expertise in identifying and isolating problems, reducing/controlling expenses, tracking materials and labor, and managing scope of work, while identifying problems and implementing processes to improve efficiency and overall performance.
• Project Management
• Scheduling & Planning
• Report & Scope Development
• Requirements Gathering
• Land Development PM
• Pre/Post-Project Support
• Pre-Construction Process
• Workload/Project Delegation
• Construction Operations
• Process Improvement
• Team Management/Training
• Vendor/Subcontractor Mgmt.
PROFESSIONAL EXPERIENCE
PROJECT MANAGER/AREA CONSTRUCTION MANAGER, D.R. Horton, Inc. (2012-2019) Managed and oversaw all aspects of construction and project management operations for all home projects from estimating through completion luxury homes division of DR Horton specialized in the teardown and construction of new single-family homes with average sales price of $875K on individual “in-fill” properties in the northwest suburbs. Led all aspects of site development, project scope, budget and schedule development, and coordination of all vendors, subcontractors and crews.
• Negotiated individual land purchases with sellers, designed site-specific housing plans, specifications and color selections, and created/maintained overhead budgets for each build project.
• Monitored production schedules, trade contractor schedules, and cost control to ensure projects were completed on time and met expected quality and profit levels; oversaw all permitting processes.
• Managed bidding and awarding of jobs to subcontractors; developed and maintained strong supplier and trade contractor relationships; communicated quality/performance standards to each trade contractor and supplier.
• Created detailed cost estimates, schedules and planning for the coordination required between the multiple disciplines engaged in each project to achieve timely delivery of project.
• Prepared, processed and performed the implementation of change requests per project specifications and needs; prepared and submitted budget estimates and cost tracking reports.
• Managed customer expectations and delivered projects within defined scope, time, budget and quality; delegated project tasks and created project schedules to meet contractual requirements and customer needs.
• Led all aspects of purchasing, scheduling, project budgeting, building code compliance review, project development, quality control, and certifications of completion.
• Made strategic decisions regarding budget requirements, inventory and requirements, work procedures, and duty assignments based on schedules and project orders.
• Completed checklists for inspections, quality control and SOPs; handled all warranty repairs post-sale. DIRECTOR OF OPERATIONS, American Vintage Home Plumbing & Heating (2010-2012) Directed and oversaw all aspects of daily company operations, to include business planning, project management, P&L/fiscal management, policy/procedure development, staff administration and sales/marketing strategy in partnership with company president.
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• Developed and implemented standard operational procedure manuals for all departments within the company; Accounting, Sales and Marketing, Customer Service, Warehouse, and Heating/Plumbing.
• Created and implemented a new Safety Program and competitive incentive programs for each position.
• Maintained safe work sited by implementing regulations and safety requirements, enforcing safe work habits and observing OSHA and any state-level agency regulations.
• Oversaw the facilitation of training of all staff in sales and customer service methodologies; increased sales by 10% during the first year.
LAND ACQUISITION MANAGER, D.R. Horton, Inc. (2009-2010) Charged with conducting the research and investigation of land purchase opportunities in the Crown Point, Indiana housing market to identify who the major builders and land owners were in order to engage and determine and assess lots for sale.
• Researched market conditions, competition and building codes/requirements, negotiated land purchase agreements, and presented land purchase opportunities and market conditions to D.H. Horton executive team. DIRECTOR OF QUALITY ASSURANCE, D.R. Horton, Inc. (2002-2008) Managed and drove all aspects of quality assurance for 25 communities, 37 QA managers and 1600 homeowners, to include identifying best practices, creating procedures and implemented processes within all 25 communities. Led the creation and implementation of a centralized call center designed to reduce overhead and provide support to QA managers in an effort to deliver customer service excellence.
• Facilitated the training of QA managers in delivering service excellence during scheduled homeowner frame- walk, homeowner orientation, closing re-walk and warranty inspections.
• Scheduled all warranty inspections and implemented solutions that dramatically decreased defects and repairs by approximately $250K per year, while driving 100% accountability for all warranty service budgets.
• Facilitated regular interdepartmental meetings to develop, implement and train employees on new policies and procedures; revised employee bonus system to reflect customer satisfaction and individual performance.
• Recognized as being responsible for the company receiving the JD Power’s Award for Overall Customer Satisfaction (2008) for the creation of the centralized call center. REGIONAL DIRECTOR OF OPERATIONS, Cambridge Homes (1995-2002) Managed and led all aspects of construction, project management, production, total operating overhead budget preparation/management and quality assurance for 10 communities that produced 40% of the company’s annual closings. Coordinated and facilitated weekly new project start-up meetings from land acquisition to completion of community models.
• Directed Project Management Team charged with enhancing process integrity and monitoring/improving all active communities; served as subject matter expert for all aspects related to builder/community performance.
• Managed and maintained all related components of the construction start schedule in line with the business plan to ensure houses were started and closed with the proper timelines.
• Directed construction team to achieve completion of the project on schedule, within budget and with quality workmanship that conformed to plans and specifications.
• Created and oversee construction schedules, identified/resolved issues related to maintaining construction schedules, and scheduled inspections as necessary throughout the process. DIRECTOR OF CUSTOMER SERVICE, Lexington Homes (1990-1995) Directed and oversaw the building, implementation and operations of a centralized Customer Service Department consisting of eight customer service managers and ten customer service technicians charged with managing/addressing all issues and concerns of 1000+ homes under warranty.
EDUCATION
BACHELOR OF SCIENCE ~ CONSTRUCTION MANAGEMENT
University of Wisconsin-Stout
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