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Gulson Farnandes
Barmingham, SA 30214
420-620-8421
Expertise
and Experience:
·
Customer Service and Account
Management 15 years
·
Project and Risk Management 10 years
·
Litigation matters/Mediation/Arbitration 7
years
·
Evaluating/Training/Coaching 10
years
·
Quality Assurance/Product Improvement 6 years
What
I bring every organization I work for is my commitment that I will provide
results. Identifying needs and establishing action
plans to drive such. I specialize in
implementing processes that increase customer satisfaction, referrals, employee
and vendor accountability and efficiency.
With over 15 years of practical experience centered on delivering world
class customer service, problem solving and leadership, I am confident in my
ability to improve any organization in any industry.
Professional Experience and Accomplishments
Century Communities, LLC 2012 - Current
Vice President of Customer Service
-
Development of new service department and staff
-
Oversee operations and implementing a customer
experience program
-
Identify product and workmanship issues and high
expenditure trends and implement processes to reduce such
-
Provide leadership within the organization
Richmond American Homes, Inc. - Denver, CO 1998-2011
Director of Customer Service and Quality Assurance - 2006-2011
-
Department head with over 25 direct
reports
-
Responsible for department staff
successfully completing over 10,000 customer claims per year within provided
timeline and budget
-
Managed over 1200 major structural, air
quality and other environmental claims
-
Managed over 650 litigation claims
throughout the Rocky Mountain region and California
-
Managed a 3MM budget and consistently
reduced expenditures year over year
-
Negotiated vendor contracts and helped
improved overall product and workmanship
-
Established and implemented multiple initiatives
to improve customer satisfaction, employee morale, output and teamwork within
the department and division
-
Direct corporate leadership reporting
-
Held quarterly divisional meetings
consisting of educational and training topics and quarterly updates
-
Selected by the CEO to sit on a national
committee to improve product and customer experience
-
Respected leader and consultant within
the division and throughout the country
Senior Regional
Project Manager - 2004-2006
-
Managed over 300 high profile customer
claims/projects and legal matters throughout Colorado and California
-
Negotiated contracts and pricing with
vendors and set scopes of work to follow
-
Worked closely with inside council and
plaintiff council which substantially developed my understanding of techniques
and language necessary to successfully resolve matters without consuming high legal costs and unnecessary
settlements
Warranty Field
Manager - 2001-2004
-
Managed 10 customer service
representatives ensuring the completion of customer claims within the provided
timeframe
-
Provided monthly training to customer
field representatives and vendors and customers to achieve better
communication, service and satisfaction.
-
Performed pre-orientation and quality
inspections on units to ensure proper readiness and quality in addition to
identifying trends
-
Performed quarterly reviews of vendors
and representatives and set goals as necessary
Warranty Field
Representative - 1998-2001
-
Performed extensive new home orientations
with buyers
-
Responsible for the overall management of
over 300 single family homes per year
-
Completed over 900 homeowner claims per
year
-
Ability to identify and provide solutions
to many issues unresolved by other colleagues and management including product,
vendor and customer relation issues
-
Awarded excellence in customer service
1999-2001
Denver Broncos – Denver, CO 1996-1998
Relation Specialist
-
This position
was multifunctional which included providing security for players to helping
coordinate and manage game day events.
Part-time position coinciding with Ticketmaster.
Ticketmaster Inc.
- Denver, CO 1996-1998
Regional Ticket Center Asst. Manager
-
Managed concert
and event financial and attendance reporting.
Managed sales and marketing at all metro ticket center locations. Managed ticket inventory, box office
personnel and general customer claims
Apollo Inc. - Rochester, MN 1995-1996
Retail Store Manager
Unique Innovations Inc. - Rochester, MN 1994-1995
Manufacturing and Assembly Manager/Event and
Marketing Coordinator
Education
St. Cloud State
University - St. Cloud, MN 1993-1994
Business
Management
University of
Southern Colorado - Pueblo, CO 1991-1992
Optometry/Biology
Skills
Proficient in Microsoft Office, AS400, Cisco Client,
Word Processing/Desktop
Publishing
Spreadsheet/Graphing,
Database etc. Strategic
planning and analysis, vendor management, critical thinking
skilled in multiple trades of construction, excellent
in building and maintaining relationships,
self-starter and motivator
References:
Upon request
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