Experience

JMC Homes
• United States
• Real Estate
• 1 - 100 Employee
• Customer Service Manager

  • Oct 2018 - Present


Lennar

• United States
• Real Estate
• 700 & Above Employee

• Senior Quality Assurance Manager / Customer Care Manager (2013-2018)

  • Apr 2000 - Oct 2018

  In January 2013, helped establish and create a team of Quality Assurance representatives who actively engaged and worked with homeowners involved in any construction defect litigation against Lennar Homes in the Sacramento and Bay Area divisions. Through a great team effort, the division team’s success was unrivaled in Western Region as was its unique approach to effectively deal with such litigations. Duties performed as Senior Quality Assurance Manager included: - Controlling and overseeing Quality Assurance team expenditures- Oversee cost of repairs per home to maximize results and resolutions for homeowners and division- Documenting legal paperwork through communications with both inside and outside counsel - Providing overall status updates of expenditures and litigants by Matter to Division President- Oversaw a team effort instrumental in creating protocols for SB800 repairs defining builder obligations- Oversaw a team effort instrumental in creating documents utilized in new home orientation presentations to help further clarify Lennar's warranty obligationsPromoted to Customer Care Manager of Sacramento Division. Responsibilities included:- Provide the best possible service to homeowners- Oversaw department staffing and coverage- Reviewed and approved department billing- Reviewed and approved department hours, labor, and On- Call schedule- Addressed elevated customer concerns when necessary- Addressed homes over the 10 year statute- Continued to develop trade relations - Continued to oversee the Quality Assurance team and provide any necessary support.- Continued to mentor and be a resource for fellow associates- Promoted individual decision making and responsibility- Managed or advised on more complex jobs (stabilizations, water intrusion remediation, etc.)- Managed Sacramento division Customer Care team of 25 team members or more.- Provided any necessary support on both closed or active communities as needed Show less

• Senior Customer Care Represenative / Customer Care Area Manager / Customer Care Rep (2003-2013)

  • Apr 2000 - Oct 2018

  -Promoted to Senior Customer Care Representative in 2003.-Promoted to Customer Care Area Manager in 2006.Primary duties included overseeing and ensuring the quality of warranty service providedthroughout my area. I was also mentoring, supporting, and managing a team of up to 15Customer Care Representatives in their decision making and handling any of the moredifficult warranty issues / homeowners that may arise. Performed duties also included: - Time card approvals- Keeping management informed of current status of any outstanding more complex issues- Worked with management to develop a smooth process of the homeowner follow up TLC Program when it was introduced into the Sacramento Division.- Successfully managed the largest customer care area group in the division. During the recession of the 2000s I was part of a small group of associates retained in the Sacramento Division to continue performing warranty service for Lennar as a Customer Care Representative. Show less

• Customer Care Representative (2000-2003)

  • Apr 2000 - Oct 2018

  Hired in April 2000 as a Customer Care Representative. Primary job duty was reviewing and making decisions on homeowner concerns regarding their home. Had to be able to properly and professionally convey each decision to homeowners regarding warranted obligations and non-warranted issues. Had to be able to diffuse conflicts with homeowners when a disagreement arose regarding a decision made on a non-warranted item. Scheduled trades in an efficient and timely manner to resolve homeowner concerns as quickly as possible. Started my career on an active home building site and was part of a construction team that worked together to also ensure all homes delivered were of the best possible quality. I oversaw the back end of the production schedule, assisted with middle phases of home building, performed final quality control list, and scheduled trades to repair any deficiencies prior to orientation of home. I also performed all orientation, zero defect acceptances, and oversaw warranty through the ten year statute set forth by the state of California. Show less