• Designing all operations with regards to client relations and the customer experience• Responsible for all staffing, planning and salary requirements• A key player in creating a new CRM and deficiency tracking model, company wide• Responsible for enrollments and Licensing with Tarion and HCRA• Direct liaison with Tarion home warranty corporation• Company Tarion consultant with regards to warranties and policies• Responsible for any and all communication or delays, re… Show more • Designing all operations with regards to client relations and the customer experience• Responsible for all staffing, planning and salary requirements• A key player in creating a new CRM and deficiency tracking model, company wide• Responsible for enrollments and Licensing with Tarion and HCRA• Direct liaison with Tarion home warranty corporation• Company Tarion consultant with regards to warranties and policies• Responsible for any and all communication or delays, re issuing of statement of critical dates and occupancy changes• Creating and developing all initiatives for homeowner touchpoints and communication• Leading the development and distribution protocol for informational material for Homeowners, such as: Homeowner Information Sheets, PDI Packages, Homeowner Turnover Manuals and Building Newsletters;• Liaises with other internal departments and staff to relay homeowner experiences and trends; liaises with on-site building and warranty teams to drive resolutions and improvements to concerns;• Leads the administrative oversight of the project performance (technical) audit, liaises with condominium boards, Tarion and internal Project Managers as required in the resolution of technical audit matters requiring involvement of consultants and/or trade partners. • Manages Customer Care employees through ongoing performance management, development, coaching, and attracting and retaining strong performers. • Responsible to create and maintain relationships with homeowners including the ability to deal professionally with upset/irate customers.• Responding to and providing immediate resolution to deficiencies, including mediation, arbitration, conciliation inspections, and reports.• Interviewing, hiring and training all corresponding staff for the department• Conducting quarterly reviews and compensation, for all corresponding staff for the department Show less

• Redeveloping and reshaping the customer care and warranty department• Redesigning and restructuring operations with regards to customer care, warranty and the customer experience• Responsible for enrollments and Licensing with Tarion and HCRA• Direct liaison with Tarion home warranty corporation• Company Tarion consultant with regards to warranties and policies• Responsible for any and all communication or delays, re issuing of statement of critical dates and occupancy… Show more • Redeveloping and reshaping the customer care and warranty department• Redesigning and restructuring operations with regards to customer care, warranty and the customer experience• Responsible for enrollments and Licensing with Tarion and HCRA• Direct liaison with Tarion home warranty corporation• Company Tarion consultant with regards to warranties and policies• Responsible for any and all communication or delays, re issuing of statement of critical dates and occupancy changes• Creating and developing new initiatives for homeowner touchpoints and communication• Leading the development and distribution protocol for informational material for Homeowners, such as: Homeowner Information Sheets, PDI Packages, Homeowner Turnover Manuals and Building Newsletters;• Liaises with other internal departments and staff to relay homeowner experiences and trends; liaises with on-site building and warranty teams to drive resolutions and improvements to concerns;• Leads the administrative oversight of the project performance (technical) audit, liaises with condominium boards, Tarion and internal Project Managers as required in the resolution of technical audit matters requiring involvement of consultants and/or trade partners. • Manages Customer Care employees through ongoing performance management, development, coaching, and attracting and retaining strong performers. • Ensures trades are scheduled appropriately and expedite work in order to adhere to Warranty Service timelines and guidelines.• Responsible to create and maintain relationships with homeowners including the ability to deal professionally with upset/irate customers.• Responding to and providing immediate resolution to deficiencies, including mediation, arbitration, conciliation inspections, and reports.• Interviewing, hiring and training all corresponding staff for the department Show less

• Continuously increasing the quality of the Homeowner Experience by creating and maintaining collaborative working relationships within the High-Rise division, particularly the Project Managers and Sales & Marketing, and divisional leadership by providing a constant and consistent focus – The Homeowner;• Is the key role in driving a variety of Customer Satisfaction initiatives corresponding and answering directly to the VP and DP of the division.• Updates and maintaines department… Show more • Continuously increasing the quality of the Homeowner Experience by creating and maintaining collaborative working relationships within the High-Rise division, particularly the Project Managers and Sales & Marketing, and divisional leadership by providing a constant and consistent focus – The Homeowner;• Is the key role in driving a variety of Customer Satisfaction initiatives corresponding and answering directly to the VP and DP of the division.• Updates and maintaines department reports and analytics (both on Customer Care touchpoint processes and on warranty and technical audit program management) on a regular or scheduled basis for status update meetings;• Liaises with other internal departments and staff to relay homeowner experiences and trends; liaises with on-site building and warranty teams to drive resolutions and improvements to concerns;• Collaborates with other internal departments in the planning, organization and execution of Mattamy Homeowner events; Scheduling, planning and participating in homeowner information sessions, including conducting presentations to homeowners;• Monitors and ensures accurate completion of Homeowner Touchpoints on a regular basis; Keeping homeowners informed on the status of the building project by completing ongoing Touchpoints at designated times.• Creates and develops home owner gifts and information packages • In collaboration with division leadership develops and implements new department policies, practices, and procedures to align with company goals; manages and provides direction to the Customer Care and Warranty team to adhere to Mattamy’s standards; • Leads the administrative oversight of the project performance (technical) audit, liaises with condominium boards and internal Project Managers as required in the resolution of technical audit matters requiring involvement of consultants and/or trade partners. Show less

• Managing Customer Care for 5 building’s at once (all at different stages)• Managing Administrators-distributing and monitoring work load• Managing Handymen- distributing and monitoring work load• Communicating with trades • Communicating directly with the Customer Care Director, Vice President of construction and Project managers• Coordinating repairs• Collecting timesheets preparing payroll and submitting to head office.• Creating and approving P.O.’s… Show more • Managing Customer Care for 5 building’s at once (all at different stages)• Managing Administrators-distributing and monitoring work load• Managing Handymen- distributing and monitoring work load• Communicating with trades • Communicating directly with the Customer Care Director, Vice President of construction and Project managers• Coordinating repairs• Collecting timesheets preparing payroll and submitting to head office.• Creating and approving P.O.’s • Training new staff• Fielding, documenting and researching homeowner telephone calls/emails/faxes/letters and responding to homeowner concerns and inquiries.• Keeping homeowners informed on the status of their home and setting expectations by creating and distributing educational material.• Acting as liaison between homeowner and community Construction/DesignCentre/Sales• Scheduling and planning homeowner information sessions• Responding to customer feedback and working with internal staff members to initiate resolutions and improvement plans.• Coordinate and schedule homeowner visits (30 day, Year end, etc.) and contact • homeowners to remind them of their scheduled appointments. Following up to ensure homeowner satisfaction with completed work.• Update homeowners on outstanding work and explain maintenance and warranty coverage• Maintaining all warranty service requests in the Company’s system (coordinate all documentation of lists including sign-offs and updating in computer system).• Coordinating service orders with trades and ensure sign offs are received from trade partners and homeowners. Fax and follow up on work orders to trades.• Sending our PDI/30-DAY /Year End and Second Year form letters Show less

• Assistant to the Building Performance Department’s Director.Day to day responsibilities including: editing/reviewing ingoing and outgoing e mails, screening calls, taking messages, scheduling meetings/conference calls, managing appointments, filing, organizing e mails and important documents, drafting agreements, minute taking, site briefing, picking up and dropping off important documents, and any other day to day miscellaneous delegated tasks.• Monitoring, recording, formatting… Show more • Assistant to the Building Performance Department’s Director.Day to day responsibilities including: editing/reviewing ingoing and outgoing e mails, screening calls, taking messages, scheduling meetings/conference calls, managing appointments, filing, organizing e mails and important documents, drafting agreements, minute taking, site briefing, picking up and dropping off important documents, and any other day to day miscellaneous delegated tasks.• Monitoring, recording, formatting Technical Audits• Communicating with Tarion, Property Management as well as Technical Audit Engineer’s.• Communicating with suite owners regarding their deficiencies, conciliations, complaints as well as any other outstanding issues.• Mailing out PDI, 30-DAY, Year-End and Second Year End form completion letters to all purchasers• Monitoring all PDI/Customer Care staff• Training on-site PDI/Customer Care staff• Running On-site Customer Care• Coordinating and communicating with trades• Inputting and administering deficiencies• Administering PDI’s• Lanterra’s meeting minute taker. Show less

•Monitoring deficiencies and their completions•Responsible for coordinating trades•Handling customer concerns and complaints•Opening occupied suites and supervising trades

•Fitness and Health instructor•One on one client weight loss programs•Prospective/New member orientation•Sales