Silvana Zafra Email & Phone Number

Austin, Tx, Us

As the owner of Honest Construction & Design, I specialize in creating beautiful, functional spaces while prioritizing quality craftsmanship and client satisfaction. I oversee residential and commercial remodeling projects, with a focus on custom iron railings, staircases, and interior renovations. My approach emphasizes clear communication, long-term solutions, and meticulous attention to detail.Key Responsibilities & Accomplishments:Manage all aspects of remodeling projects, from initial design consultations and budgeting to vendor coordination and on-site supervision.Educate clients on sustainable, long-term solutions, emphasizing the relationship between materials, design, and overall investment.Built a reputation for transparency and exceptional communication, earning repeat clients and referrals.Implemented processes that ensure projects are completed on time, within budget, and in compliance with local codes and safety standards.Delivered unique custom designs for railings and staircases that combine functionality, durability, and aesthetic appeal.Established Honest Construction & Design as a trusted brand in the Austin market through quality work and a client-centered approach.Skills Highlight:Custom Railing & Stair Design | Construction Project Management | Estimating & Budgeting | Vendor Coordination | Building Code Compliance | Client Education & Communication | Quality Assurance

At Elite Staircases, a family-owned business, I managed a variety of construction and renovation projects, specializing in staircase remodels, kitchen renovations, and flooring installations. My role involved planning and executing all stages of construction, from design and estimation to on-site supervision and quality assurance.Key Responsibilities & Accomplishments:Oversaw end-to-end project management, including client consultations, detailed estimates, vendor coordination, bidding processes, scheduling, and on-site supervision.Increased sales by 32% by enhancing client experiences and introducing efficient processes.Managed operations during the global pandemic, seamlessly handling business functions, payroll, accounting, and a portfolio of active projects.Improved market visibility by developing the company website and social media presence, generating and nurturing new leads.Fostered open communication with clients, vendors, and subcontractors to ensure on-time, on-budget completion of high-quality projects.Created streamlined processes that boosted operational efficiency while enhancing the client experience.Skills Highlight:Project Management | Construction Planning | Estimating & Budgeting | Vendor & Subcontractor Coordination | Scheduling | Safety & Quality Control | Sales Growth | Customer Relations

Promoted to Project Manager within 30 days of joining Ironwood Connection, I led the Custom & Remodel department for the Central Texas region. My role encompassed managing people, budgets, and processes to ensure projects ran smoothly and profitably. I built strong relationships with clients, contractors, suppliers, and staff, acting as the primary point of contact and ensuring satisfaction at every stage of the project.Key Responsibilities & Accomplishments:Increased sales by 20% within 12 months by streamlining project management processes and enhancing client relations.Directed project estimating, ensuring accurate labor, material, and timeline calculations while negotiating deals to maintain proper profit margins.Recovered over 80% of outstanding invoices within 90 days of employment, resolving collections issues that had persisted for over a year.Developed efficient billing and collections processes, improving cash flow and reducing delays.Conducted on-site client meetings, oversaw deliveries, and ensured quality compliance across all projects.Successfully managed a 22-member team, balancing multiple priorities and adapting to shifting demands with ease.Skills Highlight:Construction Project Management | Estimating & Budgeting | Team Leadership | Client & Vendor Relations | Contracts & Negotiations | Billing & Collections | Process Improvement | Change Orders | Quality Assurance

Miami, Florida, Us

Played a pivotal role in accelerating the rollout of Google Fiber in the fast-growing Austin market by coordinating infrastructure engineering and construction efforts. Focused on customer interactions and issue resolution, particularly when projects impacted non-public property.Key Responsibilities & Accomplishments:Fostered communication with property owners and the public to address concerns and ensure smooth project progression.Coordinated logistics and resource allocation to resolve challenges and streamline operations.Facilitated on-site project management by deploying qualified subcontractors to installation sites and monitoring progress.Skills Highlight:Infrastructure Project Support | Customer Care | Problem Solving | Logistics Management | Project Coordination | Communication | Subcontractor Relations

Houston, Texas, Us

At first, I oversaw collections for NRG Energy (the company that acquired Green Mountain Energy). Due to my success in that position, I was competitively selected for the prestigious Pathway to Leadership training program, where I gained expertise in leadership, continuous process improvement, and business analytics.I ran a team of five dedicated employees and provided attentive supervision and direction to bolster performance and morale.• Simplified workflows and developed 8+ new processes that elevated customer care and minimized complaints.• Reduced outstanding invoices—proactively—by introducing and overseeing the Early Out Program, a solution that introduced new touchpoints compelling customers to process payments in a timely manner.Customer Service & Attention | Staff Supervision | Process Development | Workflow Improvement | Process Reengineering | Performance Improvement | Training & Development | Leadership | A/R & Collections | Best Practices | Performance Metrics | Analytics & Reporting

Houston, Tx, Us

• Appointed by management to build the Outbound Retention team from the ground up• Increased customer satisfaction and retention as Enrollment Resolution Specialist by 32%I was selected by the management team to build the outbound retention team from its inception, including hiring and training staff, implementing policies and procedures, setting objectives, and directing operations. I taught my team to listen and address each customer’s distinct concerns, effectively restoring relations and strengthening accounts.• Earned a series of promotions during tenure—driving efficiency, productivity, and retention in inbound and outbound customer service and vendor relations roles.• Led start-up operations for the outbound retention team.• Heightened customer satisfaction and loyalty by 32% as an enrollment resolution specialist.• Identified problems and resolved them quickly through process development and improvement. In one case, dramatically improved the accuracy of reports. In another, streamlined vendor enrollment.Team Building & Leadership | Start-up Operations | Project Coordination—for Newly Established Team | Customer Loyalty | Retention | Process Improvement | Performance Management | Tracking & Reporting | Customer Service

Cupertino, California, Us

Initiated relationships with customers during inbound calls—providing expertise and support in English and Spanish. Personally selected by the leadership team to train and mentor 25 new employees. Assisted in launching the first online Apple Store in Mexico.