My main objective is to ensure homeowners' needs and concerns are acknowledged professionally and timely by anticipating, preparing for, and responding internally and externally to all situations and key issues. This entails developing and implementing a professional communications strategy and customer service platform to meet key business objectives and create excellent customer satisfaction. Duties - Communications • Working with senior management and colleagues to reflect the company's brand through communications that drive both reputation and excellent service• Develop communication strategies and plans in support of business priorities such as effectively managing resources, timelines and deliverables• Mitigate reputational issues through strategic and professional communication ensuring two-way, timely, honest, relevant, concise and strategic communicationDuties - Customer Care and Satisfaction• Implement strategic initiatives, develop best practices, and ensure that deadlines and standards are met.• Develop, implement, and maintain continuous improvements to customer service processes, policies and standards• Build and manage collaborative relationships with internal and external members of the Customer Care team• Train and support Customer Care project team members• Implement and manage a quality, all inclusive inspections program for purchasers ensuring a positive, detailed and accurate experience from orientation to closing and occupancy• Participate in preparation and design of formal home purchaser information material and handbooks ensuring appropriate coordination that includes clarity and conciseness• Oversee the customer journey, experience, and relationship from the point of post-sale onwardDuties – Supervision• Take an active role on recruiting, onboarding and talent development of team members• Give out performance evaluations, coach and mentor team members

Head of Customer Service & Relations at Greenland Group Canada

- Design and implement procedures for the 3 phases of suite occupancy (pre-occupancy, occupancy, and post occupancy)- Train, direct and support customer care staff; and schedule, monitor and confirm completion of these procedures during the course of the 3 phases.- Equip the office with necessary furniture, equipment, stationary etc. as well as create the necessary forms and notices relating to the warranty work. I.E. checklists, sign-offs, door tags, notification stationary, work completion cards etc.- Contrive the necessary suite closing items. I.e. key chains, closing gifts, paint touch up kits.- Keep inventory of office furniture and equipment track consumables and submit supply orders.- Interview and negotiate contracts with prospective Trades and contractors.- Complete and distribute weekly reports of site progress maintain bi-weekly meetings including reminders prior to and distribution of meeting minutes for duration of project.- Collect, review, and schedule 30-day and Year-End Warranty Service requests and oversee the completion of all deficiencies.- Continuously improve the customer service experience to maintain customer loyalty and exceed expectations.- Continuously improve the work environment to maintain happy employees by providing incentives, contests and listening genuinely to their concerns.- Review repairs completed by Warranty Service Technicians for quality of work and completion as per schedule and provide on-going support and guidance.- Work closely with Senior Builders and Trade Partners and regularly communicate with the Construction team.

- Managed the customer service office of 3-7 employees (2 PDI inspectors, 5 Service techs) for the Beyond the Sea development (Lake Shore Blvd. & Park Lawn Rd.) consisting of a total of 831 units.- Enforced service effectiveness of the office by effectively and efficiently handling the multitude of administrative details involved in day-to-day operations.- Developed and created timeline overview for individual unit completion in regards to warrantable suite deficiencies- Liaison with trade partners, construction, service technicians and homeowners to ensure appointments and time-line schedules were respected and followed up on any complaints.- Created and coordinated the schedules for the customer service staff.- Responded to purchasers’ queries and concerns, took the initiative to source necessary information or resolutions to issues.- Assembled and released the key packages to purchasers on occupancy and/or closing day.- Attended TARION seminars and stayed current with the TARION guidelines. Provided and prepared the TARION warranty forms to purchasers.- Assisted with the managing of the customer service office for FLY condos (Front St. W & Spadina Ave.) consisting of 465 units and 4 customer service employees while still completing the Beyond the Sea project.

- Provided pre-occupancy Customer Service to four low rise communities (I.e. Lakeside, Riverland, Victory, and Wyndance) and two high rise developments (i.e. Eau de Soleil, and Rain).- Reported to the Vice President of Construction, Low Rise.- Was the point of contact for all purchasers’ calls/e-mails/faxes/letters with a 24 hour follow-up timeframe.- Liaised with Customer Service manager, the low rise VP of Construction and accounting to approve and process cheque requisitions.- Liaised between purchasers, sales, design, construction, and service to ensure all associates are informed of any homeowner issues or concerns.- Organized and participated in all new home orientation presentations for purchasers.- Participated in new hire on-boarding presentations to familiarize all new field operations employees with the company’s stance on customer service and its expectations.- Reviewed each lot’s production schedule and provided the purchasers with important milestone updates for their new home.- Maintained and ensured inventory, accounting and the reporting of office supplies.

- Started up and led the customer service office of 5 employees (1 administrator and 4 service tech) for the Neptune Waterfront project that consisted of a total of 861 units.- Led bi-weekly staff meetings and provided feedback to management on the performance of the customer service staff.- Conducted Pre-Delivery Inspections (PDI) including the 30 day and year-end walk through for Maple Leaf Square (Bremner Blvd & York St.) consisted of 870 units and One Bedford (Bloor St. and Bedford Rd) consisted of 264 units.- Wrote and approved purchase orders up to a maximum of $1000 to trade partners and contractors for after-sales service work.- Exercised discretion and organizational skills to coordinate schedules for customer service staff, PDI rep and service technicians. - Worked closely with construction, trade partners and head office to ensure homeowners concerns were adequately resolved. - Ensured all upgrades and color selections are correct as stated on the Purchase Agreement and advised homeowners on any substitutes. - Ensured TARION Warranty is followed and implemented as stated by TARION and the Ontario Building Code.- Prepared the timeline overview schedules for individual unit completion.- Coordinated repair appointments for construction, customer care and trade partners with homeowners.- Ensured purchasers and site visitors are adequately educated on site safety PPE.

- Promoted from PDI Rep to a Customer Service Specialist - Conducted quality assurance, pre-delivery, 30-day, year end and interim inspections for One Sherway Tower 1 &2 (Etobicoke) consisted of 555 units and Luxe (Finch Ave & Yonge St.) consisted of 190 units.- Created and coordinated repair appointments for customer care, trade partners and homeowners.- Accompanied tradesmen to occupied suites to ensure the intended work is carried out with quality and care.- Developed sound understanding of TARION policies on warrantable items and ensured that the policies were enforced.- Overturned conciliations and understands what needs to be done to prevent them from occurring. - Able to deal with trades and to clean up deficiency lists in a timely manner without sacrificing quality. - Resolved after sales concerns to ensure purchasers’ satisfaction.

- Promoted from Customer Service Rep to Team Manager. - Supervised a team of 15 to 20 customer service representatives and teams had noticeable increases in performance due to my coaching.- Met customer service standards and objectives through coaching, motivating and mentoring the day to day development and recognition of assigned team members.- Conducted weekly/monthly one on one and team meetings to review personal strengths and weaknesses and assisted team members with career path options.- Reviewed employee metrics to ensure call center standard objectives are achieved such as call quality, first call resolution and performance standards.- Conducted employee performance management (i.e. attendance, performance, investigations, reviewed time sheets, scheduling and new hires) and liaised with Human Resources and the Scheduling and Training departments accordingly.