Customer Service Lead Generation

M. Celina Forey

**** **** ******* **. #*** 210-***-****

San Antonio, TX 78248 ***********@*****.***

Results-oriented business professional highly skilled in residential home material sales, problem solving and warranty support. Recognized as an empathetic communicator with a strong commitment to superior customer satisfaction.

PROFESSIONAL STRENGTHS

Construction Material Sales

Residential Flooring Expertise

New Home Sales

Superior Customer Service

CRM Software Management

Lead Generation

Collaborative Team Player

Event Management

Business Administration

Project Management

Problem Solving

Administrative Support

SELECTED ACHIEVEMENTS

Leading sales coordinator for assigned Pulte properties. Recognized for gaining trust with clients before transitioning to real estate sales representative. Excelled in dealing with high net worth clients. Result: Approximately 55% of my lead transitions led to home purchases, which was highest for the property. Significantly improved efficiency with lead generation software. Improved underutilized Customer Relations Management (CRM) software, which only used a small percentage of its functionality. Took initiative to undergo software training and implemented changes that led to more and higher quality leads. Result: Increased weekly lead generation by more than 100%. Coordinated and managed promotional events that successfully targeted prospects to key properties. Theme-based events required effective event planning skills, with a variety of vendors, to ensure high-quality experience. Led marketing communication for the company to obtain client attendance goals. Result: Met or exceeded targeted attendance for the events, which provided important networking opportunities for sales staff. All events were executed at or below budget. PROFESSIONAL EXPERIENCE

United Finishes, San Antonio, TX 08/23 to 06/25

Customer Care Representative - Primary point of contact for new home builders and their customers regarding cabinet and flooring materials, along with follow up support. Extensive knowledge of cabinet and flooring material options for new home construction. Coordinated complex orders, delivery of materials and warranty support for over 100 home projects per year. Recognized by management for demonstrating empathy and exceptional communication skills with clients and United Finishes team members. Utilized a variety of industry standard internal software applications such as RFMS. Regularly met or exceeded performance metrics for response time, resolution rate, and customer satisfaction scores. Wisenbaker Builder Services, San Antonio, TX 07/22 to 01/23 Customer Relations Specialist - Managed finish out material purchases from Wisenbaker for key clients including Perry Homes, Meritage Homes, and others totalling over $1 million in transactions. Initiated purchase of cabinets, counter tops, tile and flooring. Coordinated material pricing, purchase order processing and scheduling delivery of materials. Resolved issues with clients from defective materials delivered to the job site. Highly skilled at managing several ongoing accounts ensuring client satisfaction. 2

Flooring Services, San Antonio, TX 11/19 to 12/21

Customer Service/Warranty Dept. Representative - Customer support liaison for homeowners, homebuilders and commercial developers for the purchase of flooring materials and installation. Coordinate all aspects of warranty and repairs for up to 20 builders. Responsible for timely communication with homeowners/homebuilders for ordering and delivery of materials, scheduling crews on premise and final inspection. Skilled at using a variety of internal software applications for estimating/cost assessment, ordering materials and project management, such as RFMS, and KACE. Americraft Siding and Windows, San Antonio, TX 05/19 to 11/19 Telemarketer - Contacted minimum 50 prospective customers daily offering home improvement products such as windows, siding for homes, patios, patio covers, decks, enclosures, sunrooms, doors and energy efficiency solutions. Recognized for most appointments secured in a week. CRT Flooring Concepts, San Antonio, Texas 6/18 - 3/19 Customer Service/Warranty Dept. Representative - Extensive knowledge of flooring materials and installation best practices. Primary contact for homeowners, homebuilders and commercial developers. Coordinated all aspects of warranty repairs, delivery of materials, scheduling of crews on premise and final inspection. Managed the order and delivery of flooring materials for residential and commercial properties. Floors Inc., San Antonio, TX 10/16 to 6/18

Customer Service Representative - Coordinate and schedule customer service calls for home repairs, installations and inspections. Prioritize escalated issues and issue work orders. Use company resources to assure all repairs and installations are complete by scheduled dates. Provide the customer with quality work and satisfaction.

Selected for temporary assignments for major clients that include: 02/16 to 10/16 D.R. Horton Homes, San Antonio, TX

Accounts Payable Clerk - Managed vendor accounts to ensure timely payment of invoices. Sitterle Homes, San Antonio, TX

Accounts Payable Clerk – Ensured timely payments of invoices. Assisted with phone support as needed. Petco, San Antonio, TX

Account Specialist III – Process purchase orders, manage customer accounts, and phone support. Pulte Group Inc., San Antonio, TX 07/05 to 01/16

Del Webb Hill Country Retreat Administrative Coordinator – Educated prospective buyers on property amenities before transitioning to a sales representative. Managed PulteGroup’s CRM software on lead generations and follow appointments. Maintained MLS data and REALTOR® statistics. PROFESSIONAL RECOGNITION

PulteGroup Employee of the Month.

EDUCATION

San Antonio College: Forty-five hours of undergraduate courses in Business Administration East Central High School Diploma

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