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Skills

  • Certifications in specialized areas
  • High-volume installations
  • Customer retention strategies
  • Inventory management
  • Process improvement
  • Field Technician Coordination
  • Problem resolution
  • Communication with sales teams
  • Supervision
  • RFI Scanners

Work Experiences

  • Assisted in the creation of framework procedures.
  • Achieved 79% improvement in timeliness.
  • Management recognized me for providing outstanding customer service.
  • Achieved high appointment punctuality.
  • Achieved 57% customer retention rate over the past year.
  • Managed teams of 9 employees to complete large installation projects on time and within customer-specified parameters.
  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Acquired new customers in 2018.
  • Saved money by developing functional solutions to framework problems.
  • Achieved 71% cost savings for clients.

Summaries

  • Home Service Specialist with a strong work ethic and outstanding problem-solving abilities.
  • Achieved a $20,000 revenue uplift by collaborating with sales and promoting add-on products, capturing growth opportunities through effective upselling strategies.
  • Motivating leader who has built and managed standard teams in the past.
  • Stakeholder engagement in standard settings and performance reporting in project management settings.
  • Results-oriented Miscellaneous professional with stakeholder engagement, team leadership, and budget management strengths.
  • Home Service Specialist and team leader with 14 years of experience in standard settings.
  • Jira and ServiceNow experts with exceptional interpersonal skills.
  • Knowledge of Microsoft Excel in depth, as well as cross-functional collaboration and budget management abilities.
  • Achieved a 23% improvement in workflow efficiency.
  • Procedure and process have a proven track record.

Accomplishments

  • Played a key role in successfully resolving 2 escalated client issues per week while maintaining a customer satisfaction score of 30%.
  • Played a key role in the implementation of a customer feedback system, enhancing the business’s response time by 59%.
  • Successfully upsold premium service packages to 11 customers, contributing to an additional revenue stream of $8 in 2017.
  • Created a new customer support process flowchart that reduced average inquiry handling time by 28%, improving client experience.
  • Spearheaded green home improvement initiatives that cut clients’ utility expenses by an average of $9 per household per year.
  • Advised customers during service consultations, resulting in an average of $5 in cost-savings through energy-efficient recommendations.
  • Led cross-functional team of 2 members in process, improving service fulfillment time by 42% through optimized task delegation.
  • Generated cost estimates for 4 customers per week, achieving a 51% feedback accuracy rating on delivered quotes.
  • Collaborated with suppliers to secure bulk material orders at discounted rates, saving the company $14 annually in operating costs.
  • Managed the preventive maintenance of 14 service vehicles, extending equipment lifespan and reducing breakdown incidents by 83%.

Affiliations

  • Certified by OSHA (Occupational Safety and Health Administration) in job-specific safety protocols to ensure staff and jobsite compliance.
  • Participant in Association of Energy Service Professionals (AESP) to stay updated on energy-efficient home solutions and technologies.
  • Member of the Home Performance Coalition (HPC) to support integration of sustainable home solutions in service offerings.
  • Recognized member of the Facilities Management Association (FMA), applying modern techniques in home service fleet and route management.
  • Trainer/Guest Speaker for the International Residential Code (IRC) updates, certified through the International Code Council (ICC).
  • Served on the Quality Assurance Panel for the Residential Maintenance Forum in Portland.
  • Delegate for the Illinois's Home Maintenance Trade Association, shaping industry guidelines for compliance and customer satisfaction.
  • Certified in Home Automation Systems through the Custom Electronic Design & Installation Association (CEDIA).
  • Member of the Fleet and Vehicle Maintenance Association (FaVMA), implementing routing and fleet strategies to maximize service efficiency.
  • Certified in Plumbing Systems by the American Society of Plumbing Engineers (ASPE) to expand home service capabilities in specialized systems.

Certifications

  • Residential Mold Remediation Certification
  • Residential Maintenance and Management Certification
  • Certified Renovation, Repair, and Painting (RRP) Training (Meridian)
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce
  • Home Improvement Contractor License - Columbus
  • Building Performance Institute (BPI) Certification
  • Certified Remodeler (CR)
  • EPA HVAC Certification (Chicago)
  • Association for Project Management (APM)

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