Ralph Scrofani Email and Phone Number

National Director of Special Projects

Regional Manager of Special Projects Division for the NY Metro Area, including NYC, Miami, Chicago and National Clients

Regional Manager of Special Projects Division for the NY Metro Area, including NYC, Miami, Chicago and National Clients

- Design, develop and implement new Extended Warranty Program throughout all company business lines, as Program Manager- Coordinate with Executive Leadership Team across Luxury Retail, Luxury Residential, Luxury Hospitality, Academic and Life Sciences business lines to ensure proper strategy and implementation of new Extended Warranty Program- Develop sales and marketing strategy for Extended Warranty Program and train Senior Leadership Teams on deliverables to clients- Monitor Extended Warranty Program success and tailor the program to each specific business line - Coordinate with legal, risk management and finance departments to establish guidelines, protocol and standard operating procedures for new Extended Warranty Program, as Program Manager- Design and manage Extended Warranty underwriting and claims procedures to maintain profitability, client satisfaction and brand reputation - Work directly with clients to resolve any issues that arise and determine if corrective action is necessary- Coordinate with subcontractors, service providers and manufacturers to ensure timely and efficient resolutions

• Redesign, develop and supervise the small projects, warranty claims and home improvement service processes for a remodeling company in luxury residential and commercial markets • Demonstrate strong customer service skills with the ability to proactively address customer issues and concerns• Manage over 1000 annual roofing, siding window and door projects valued over 2.1M, set and balance competing priorities with strong organizational skills and the ability to lead a diverse, multi-discipline work force• Extensive knowledge of the construction industry and all phases of home remodeling, demonstrating business and project management skills to execute a service and handyman division at the lowest costs while maintaining efficiency and customer satisfaction• Demonstrate business development and project management skills to execute exemplary customer service while maintaining efficiency and productivity• Train, lead and coach all new hires into the service department, in addition to the existing staff• Support the installation process by recruiting and training service technicians with a training program that I personally designed • Develop service pricing structure, standard operating procedures and training regimen for new and existing products and employees• Demonstrate business development and project management skills to execute exemplary customer service while maintaining efficiency and productivity• Interview, select, and bring under contract all new service staff• Develop and implement orientation and training for service staff on Somerville Aluminum products and installation processes • Inspect and monitor work of service technicians to ensure that the quality and workmanship meets the high quality standards we have set forth with outstanding customer satisfaction• Consistently exceed annual goals of sales and production during performance review

• Extensive experience with proprietary project management software• Support the installation process by supervising all jobs in progress from start to finish: a. Scheduling jobs with the customer. b. Selecting and assigning the most qualified sub-contractor for the job. c. Scheduling the sub-contractor. d. Identify any special requirements in the job and communicate to the sub-contractor. e. Responsibility to review the job contract as sold to determine what services can and cannot be done. • Support the installation process by recruiting and training sub-contractors: a. Develop and implement recruitment strategies in conjunction with the HR Department. b. Develop the criteria used to select sub-contractors. c. Interview, select, and bring under contract all sub-contractors. d. Develop and implement orientation and training for sub-contractors on Sears’ products and installation processes. e. Inspect and monitor work of sub-contractors to ensure that the quality and workmanship meets standards. • Support the installation process by controlling the communications with the customer on job and service issues. a. Schedule the job with the customer. b. Resolve customer service disputes on work in progress and completed jobs according to Sears’ service policy. c. Complete In-progress calls. d. Conduct customer post calls. e. Settle customer issues based on individual discretion up to the settlement authority level. • Support the installation process by managing customer service related issues and expenses for all products lines assigned. • Supervises (or shares supervision) of warehouse staff (employees and/or temporary workers) and the Installation Assistant. • Support the installation process by identifying, communicating and resolving contract issues with sales staff. • Ensure proper permits and licenses for all jobs have been obtained and are continually maintained.

• Evaluate, plan and estimate time, expenses, materials and labor for high-end residential construction projects and skilled trades• Estimate labor and materials from computer aided design and drafting (CADD) drawings• Accomplish accurate and timely estimates in new construction, remodel and home improvement projects• Distribute and utilize building materials, tools and equipment in a team of up to 10 other workers• Consistently finished projects on time and within budget• Outstanding ability to communicate with workers, sub contractors and vendors• Maintain relationships with clients, Architects and Engineers• Completion of over 300 home remodeling projects with at least one trade skill. Projects ranging from installing simple fixtures to complete remodels and additions• Develop practical hands-on knowledge of all phases of general construction skills, tools, hardware and building materials• Commended for excellent consultative sales, customer service skills and workmanship on performance reviews