Joy Henderson Email & Phone Number

Washington, United States

Customer Service

United States

Managed scheduling 60 homes at any given time. Maintained budget with vendor repairs. Often discovered/repaired items to save company money.Said “no” with dignity and respect to non-warranty issues. Explained to Homeowners reasons and answers to how they can accomplish repairs outside of the warranty scope. Demonstrated and assisted with tools so they can repair items themselves giving them satisfaction and pride for their ownership. Conducted Taylor Morrison procedures for home reviews such as Quality Inspection/Assurance of home prior New Home Orientation. Won 2024 "Hero" award from customers turning in satisfied comments on their surveys. Acted as the primary contact for customer’s warranty issues, exhibits solid warranty knowledge, and provides the highest level of customer satisfaction.Perform accurate assessments of all service requests submitted by Homeowners and answer any warranty question timely and accurately. This included visiting homeowner to ensure the validity of the service requested. Coordinated and scheduled subcontractors to perform the necessary warranty service repairs in the homeowner’s home. Managed all escalated customer calls to include documentation, follow-up, and work to assure closure on every claim. Document in Build-Pro with pictures, screen shots, texts and email verification. Completed customer service requests timely and accurately while providing optimal customer service. Ordered, updated and distributed construction related forms. Software systems used TM 360, BuildPro, Outlook and Workday.

United States

Customer Service Representative

Gig Harbor, Tacoma, Olympia, Auburn, Bothell

Responded to homeowner issues in a timely, efficient, neat, professional manner related to warrantyitems that needed repair, within the parameters of the warranty manual, company brand/divisionguidelines, and department policies.Thoroughly understand scopes of work and engage trade partners to improve quality and efficiency.Perform minor home repairs, adjustments, and modifications for homeowners. This may be a scheduled event, or it may occur during a homeowner emergency.Complete all work orders, orientations/quality walks, purchase orders, and any other Customer Care documents or essential work processes, as assigned, in an accurate and timely manner.Work collaboratively with sales and construction team members, attend weekly site team meetings, and work with supporting trade partners to deliver quality new homes. Point out any special conditions or issues on existing properties to customers.Develop and maintain up-to-date product and home care knowledge to provide feature, function, and benefits information to homeowners and set proper maintenance and performance expectations.Processed forms, applications and other materials according to established procedures and processes.Project Manager for over 50 homes and Owners ensuring 100% of warranty repairs were completed.Trained new staff members to use Outlook, BuildPro, Buzz, CRM, Microsoft Office, Eliant and Corrigo.Quality Control Lead inspecting/reporting/follow-up all issues with Superintendents and Contractors.Controlled warranty costs. Understood regular hourly rates and not to exceed amounts. Back chargedvendors confirmed orders and processed absorbable items.Track and review industry trends and work with production and purchasing departments on improvement opportunities. Seize opportunities to benchmark and share best practices with other division offices and departments.

•Hosted Fundraiser Benefits.•Organized filing system and attended sponsorship meetings for available grants. •Typed meeting minutes and distributed to Volunteers. •Returned respect back to the deceased by raising funds for and replacing markers.

Greater Seattle Area

Responded 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 warranty manual, company brand/ division guidelines, and Customer Care department’s policies and procedures (this includes communicating in person, phone, email or text).Conducted follow-up communications with homeowners and trade partners to ensure 100% of all warranty repairs have been completed in a timely manner to the homeowner’s satisfaction.Performed minor home repairs, adjustments, and modifications for homeowners. This may be a scheduled event, or it may occur during a homeowner emergency.Completed all work orders, orientations/quality walks, purchase orders, and any other Customer Care documents or essential work processes, as assigned, in an accurate and timely manner.Worked collaboratively with sales and construction team members, attend weekly site team meetings, and work with supporting trade partners to deliver quality new homes. Point out any special conditions or issues on existing properties to customers.Assisted in maintaining Environmental Storm Water Pollution Prevention Programs for 24 individualsites specially assigned through data searches to develop and recover information from non-standardsources.Maintained a culture of safety, diversity, and healthy work environment by following standards andprocedures; complying with legal regulations.Tracked individual expenditures in BuildPro. Paid vendors in a timely manner ensuring a good relationship and quality service.Conducted procedures for home reviews such as Quality Inspection/Assurance of home prior to NHD and New Home Orientation/Demonstration with the Buyer prior to close. Followed up with Homeowner with a 2 week appointment and 10 month year end appointment.

King/Pierce/Thurston County

•Reduced fine exposure from 800K to 150K fine•Met with Construction Managers on site and resolved issues of construction and financial reduction processes through strategic planning •Achieved operational objectives by contributing information and recommendations from municipals and engineers to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.•Trained new staff members to use Outlook, BuildPro, Buzzsaw, CRM, Excel and Word.•Met with Homeowners and reviewed items for warranty care and addressed their concerns about limited warranties, exclusions and resolved disputes.•Maintained Environmental Storm Water Pollution Prevention Programs for 24 individual sites by installing or requesting installation of BMPs. •Conducted safety meetings and trained 24 Construction Managers in SWPPP processes and documentation on a weekly basis. •Approved in-process production by confirming specification: conducting visual and measurement tests for turbidity: communicating required adjustments to Construction Manager. •Established processes for spill prevention and a reporting structure. •Determined and oversaw clean-up of concrete and fuel spills to ensure water quality and minimize erosion of sediment. •Trained with Regional Director and National Storm Water Coordinator: John Filipoff. •Met with Owners and Trades to educate them on installation of BMPs and violations. •Walked each site weekly to ensure compliance. •Followed sites from Land Development to the close of the Structural Development. •Monitored daily rain fall and assisted in rain events.

Pierce County, Washington, United States

•Managed deadlines for duties involving obtaining Certificate of Occupancy for multiple sites across Pierce County. •Prepared documents and records for litigation, subpoena logs and public disclosure records.•Scheduled daily site inspections for multiple locations. •Organized, tracked, researched and scanned blueprints and plans into filing system. •Maintained code enforcement and building confidential forms, records, documentation and notarized for Council Members, Engineers and Pierce County Staff. •Resolved customer and employee conflict with problem-solving skills using discretion, patience, etiquette and professionalism. •Handled complex heavy phone-based communications in distracting environment.

Aa, Business Administration

Activities and Societies: Updated Microsoft Suite skills. Attended study groups for acounting classes.

Associates, Human Services/Psychology

Activities and Societies: Alpha Delta Omega-Sorority Fundraising for Human Services.3.8 Honor Roll Graduate