Summary of Qualifications Project Manager with Construction, Maintenance & Warehouse Experience; Strong
Customer Care Skills; U.S. Army Background as Wheeled Vehicle Repair Specialist
License Class C Commercial Driver’s License
Certifications & Special Skills
Hazardous Waste Operations & Emergency Response (HAZWOPER) Certification
Construction Safety and Health Certificate - OSHA
Safety Training Certificate - National Association of Gas Chlorinators
Forklift Operator Certificate
Basic CPR and First Aid for Adults - Medic First Aid
Blueprint interpretation and material takeoffs
Education Graduate - Auto Mechanics Program (two years) - Medina, NY
Graduate - Charles D’Amico High School - Albion, NY
Military Training Wheeled Military Vehicle Recovery Specialist Course (Rigging and Towing)
Feb 2004 to Nov 2008 LENNAR HOMES - Miami, FL
Builder of affordable, move-up and retirement homes in lifestyle communities
Customer Care Area Manager - Five-County, W. Central Florida Area (2005-2008)
•Management of Customer Care team of six serving 1200 customers: Assigned Customer Care Reps to Lennar communities with homes under warranty; reviewed, tracked and controlled service requests, work-in-process and project costs; ensured prompt response to customer concerns
•Multi-site supervision, logistical planning & quality control of warranty projects: Inspected work of subcontractors; enforced quality standards and ensured homeowner satisfaction; personally handled escalated claims issues
•Investigation & evaluation of all “out-of-warranty†claims: Contacted homeowners; conducted personal inspections; photographed, documented and determined extent of Lennar’s liability; submitted detailed reports
•Staff training & development: Trained new Customer Care Reps and provided update training in products, policies and procedures; conducted and wrote formal performance reviews; recommended salary increases and promotions
ACHIEVEMENTS
•Created cost control system that reduced warranty costs: Set cost guidelines; monitored and enforced subcontractor agreements
•Three TOPS Awards: For exceptional performance at Lennar communities
Customer Care Representative - Pasco & Hillsborough Counties, FL (2004-2005)
•Coordination of warranty work at two Lennar communities (200 homes): Contacted homeowners and conducted inspections; determined scope of work and who was responsible for correcting defect; scheduled subcontractors; reported on work-in-process; ensured quality repairs
•Introductory & 30-day customer visits to address any homeowner concerns: Conducted walk-throughs with homeowner and Construction Manager
ACHIEVEMENTS
•Two TOPS Awards
•Frequent commendations for exceptional customer service
May 2000 to Jan 2004 CHILDREN’S HOME SOCIETY OF FLORIDA - Winter Park, FL
Established in 1902, Children’s Home Society of Florida (CHS) is one of Florida’s oldest private nonprofit organizations providing residential care and social services to children and families
Maintenance Supervisor - Joshua House - Lutz, FL - Reported to Campus Program Director
•Facility management (five 3500-sq.ft. homes & two 6000-sq.ft. office buildings): Responsible for all electrical, plumbing and carpentry repairs; supervised work of Maintenance Assistant; personally performed routine repairs and upgrades
•Vendor management: Solicited bids, selected contractors and supervised work on HVAC installation and repairs, as well as on large construction projects; ensured compliance with all government regulations, including OSHA
•Direction of volunteer work groups (up to 150 people per project): Planned and coordinated painting and landscaping projects
May 1994 to May 2000 BAY AREA POOL SERVICE - Tampa, FL
Residential pool repair and maintenance service
Warehouse Manager/ Service & Repair Technician
•Shipping, receiving & warehouse management: Controlled inventory of hazardous chemicals, parts, tools and equipment; set optimal inventory levels
•Chlorine cylinder refills from one-ton storage tanks: Complied with EPA, OSHA and NAGC regulations
•Pool service & repair: Cleaned and chemically balanced pools; repaired filtration and pumping equipment
ACHIEVEMENTS
•Invented device for securing tank valves during gas chlorine transfers: Significantly decreased risk of chlorine gas accidents
1989 -1992 U.S. ARMY
Light Wheeled Vehicle Mechanic - Coleman Kaserne, Mannheim, Germany
•Repair of trucks (Humvees, 2½-ton, 5-ton & HEMMT trucks)
•Five-ton wrecker operation: Retrieved disabled vehicles; pulled engines and PACs from wheeled and tracked vehicles
ACHIEVEMENTS
•Army Achievement Medal
•National Defense Service Medal
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