Customer Care Service Representative

Marcos Gil de Lamadrid

**** *** ****** ****** • Sacramento, Ca 95815 • 702-***-**** • ***********@*****.*** QUALIFICATIONS

● Reliable, committed to quality and able to meet deadlines under pressure.

● Highly creative with strong computer aptitude.

● Able to adapt to diversified environments / projects.

● Demonstrated ability to work well with coworkers and the public. EXPERIENCE

The New Home Company

Roseville,Ca

11/2019 – 06/2020

Customer Care Representative

Responsibilities included:

Perform accurate assessments of service requests submitted by homeowners. Perform Quality Control Inspections. Perform New Home Orientation’s educating buyers of the features and functions of their home along with warranty program. Schedule and manage subcontractors to make repairs. Develop and maintain good rapport with contractors and ensure quality work. Deal with the customer on a daily basis to assure that the customer's concerns are addressed in a timely and professional manner. Handling of management escalated issues and projects. Tri pointe Group (Tri Pointe Homes / Pardee Homes) San Ramon, Ca/Las Vegas, NV

8/2016-11/2019

Customer Care Representative

Responsibilities included:

Perform accurate assessments of service requests submitted by homeowners. Perform Quality Control Inspections. Perform New Home Orientation’s educating buyers of the features and functions of their home along with warranty program. Schedule and manage subcontractors to make repairs. Develop and maintain good rapport with contractors and ensure quality work. Deal with the customer on a daily basis to assure that the customer's concerns are addressed in a timely and professional manner. Handling of management escalated issues and projects. KB HOME, INC

las Vegas, NV

4/2013-10/2015

Construction Superintendent

Responsibilities included:

Managing, maintaining and monitoring the start, finalizing and closing of quality homes. Supervision of all phases of construction and all personnel as assigned, prepare plans and specifications for the framing contractor. Management of the inspection process, customer concerns and relations, maintaining consistency and presentation of the homeowner presentation and orientation process. Perform and maintain quality checkpoints, interacting and working directly with Sales, Engineering, Showroom, Purchasing and Estimating departments. Rhino pest Control, LLC

Las Vegas, NV

01/2010-04/2012

Assistant Office Manager

Responsibilities included:

Ensure tech routes schedule for the month, Routes and forms printed daily for techs, handling of cancellation and escalation calls, performed monthly training for techs, perform inspection of tech equipment and trucks.

Local 1977 Union Carpenter (Apprentice)

Las Vegas, NV

01/08 – 12/09

Duties included: Metal stud framing, demolition, drywall, ceiling grid, stocking of material and shipments

KB HOME, INC

Las Vegas, NV

4/2005 – 12/2007

Senior Customer Service Representative

Responsibilities included:

Ensure all department team members respond to homeowner issues in a timely, efficient, neat, courteous, professional and appropriate manner - related to warranty items that need repair, within the parameters of the Customer Care department’s policies and procedures (this includes communicating in person, phone, email or text).

Perform accurate assessments of service requests submitted by homeowners (assist Customer Care Representatives in determining what is covered, not covered). Ensure customer care team builds strong relationships and maintains appropriate and regular contact with homeowners and trade partners, with updates regarding Customer Care requests, product information and warranty coverage details. Handle customers who have escalated requests to involve management.

COMPUTER SKILLS

Strength and in-depth knowledge in both PC and Macintosh applications: Adobe Creative Cloud applications, Microsoft Office, Oce Reprodesk, AS400, SiteOne, Corrigo, Graphic and document design, audio/video editing, multimedia communication & presentation. EDUCATION - Masters Institute San Jose, Ca - three years of computers / Graphic Design & Multimedia presentations and communications.

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