Derek Shapiro
Elizabeth,CO
Summary
A customer focused professional who possesses a strong sense of urgency with regard to client satisfaction. I have superb interpersonal and communication skills, coupled with excellent relationship building capabilities and excellent negotiating abilities. With my excellent communication skills I can easily establish and maintain open and positive relationships with tenants, occupants, and co workers. I am someone who has a track record of creating a work culture that rewards teamwork and cooperation. As an experienced personal account manager I fully understand the importance of appearance and behavior in creating a positive impression in any face to face role, this is why I work hard at appearing professional, well dressed and well spoken. I am organized, reliable and career minded. My areas of expertise are precisely those that your company is looking for in an applicant. I possess a real hands on approach to delivering a high quality of management.
Overview
24
24
years of professional experience
Work History
Warranty Rep
Toll Brothers
Greenwood Village, CO
12.2022 - Current
Scheduled appointments with trades and home owners to complete after closing services and warranties.
Responded to service requests sent in by home owners promptly and a time manner to help exceed expectations.
Diagnosed possible deficiencies in home, and identified whether they were warrantable or not.
Coordinated findings with responsible trades to rectify all warrantable work.
Ensured customer sign-off on all completed service requests.
Met with home owners to conduct scheduled 30 day walks, mid year, and year end appointments.
Met with home owners at new home orientation and closings to build rapport.
Ensured satisfactory resolutions were achieved by construction team for all open lunch list items before closing.
Ensured work was completed as efficiently, promptly, neatly, and as cost-efficiently as possible.
Performed final walk with home owners to provide detailed explanation on warranty procedures and coverages to ensure we set the correct expectations.
Consistently achieved regional business objectives by obtaining goal oriented, survey results.
Home Warranty
Richmond American Homes
Denver, CO
02.2019 - 12.2022
- Maintained a professional relationship with new home owners, which included meeting with them several times and assisting with any warrantable issues.
- Stayed up to date on all current tasks and responded promptly to all emails.
- Reviewed completed work to verify consistency and quality.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Held regular one-on-one meetings with many home owners to provide timely and accurate reviews of their concerns.
- Mediated conflicts between home owners and trades to ensure proper work was completed.
Online Retailer
Ebay Store Management, Ebay
Aurora, CO
08.2014 - 02.2019
- I created, marketed and managed successful online retail business with 100% success and positive feedback
- Solely responsible for all bookkeeping, shipping, public relations, purchasing and marketing and quality assurance
- As a Ebay store business owner, I am responsible for inventory acquisition, market research, advertising, sales, shipping (including being knowledgeable about international shipping procedures), customer service, and accounting.
Customer Service Rep and Account
Answer Kansas City
Lenexa, KS
07.2008 - 08.2014
- Greet transfer and hold calls
- Build rapport, listen, clarify and manage conversational flow
- Manage upset customers, conflicts and challenging situations
- Deliver outstanding service, exceed expectations and build long-term loyalty for hundreds of companies
- Personal Account Managment
Account Manager
Reddi Services
Phoenix, AZ
02.2002 - 07.2008
- Identifying and assessing a client's critical needs
- Presenting business proposals to prospective clients
- Being a point of contact to priority customers and resolving any issues that they have
- Collecting and communicating customer requirements to all necessary departments
- Responding to client communications or queries.
Education
Some College (No Degree) - Business Management
Mesa Community College
MesaSkills
- Dealing with customers and clients in a courteous,
- Professional and diplomatic manner
- Managing customer expectations
- Dealing with people over the phone and via letters
- And emails
- Establishing and maintaining positive customer
- Relationships
- Ensuring that accounts and properties are properly
- Maintained
- Able to handle complaints, aggressive customers
- And difficult situations
- Ability to lead and motivate
Accomplishments
- Managed a high-volume workload within a deadline-driven environment
- Consistently met performance benchmarks in all areas (speed, accuracy, volume)
- I also helped company's attain the highest customer service ratings in all categories including communication skills, listening skills, problem resolution and politeness.
Timeline
Warranty Rep
Toll Brothers
12.2022 - Current
Home Warranty
Richmond American Homes
02.2019 - 12.2022
Online Retailer
Ebay Store Management, Ebay
08.2014 - 02.2019
Customer Service Rep and Account
Answer Kansas City
07.2008 - 08.2014
Account Manager
Reddi Services
02.2002 - 07.2008
Some College (No Degree) - Business Management
Mesa Community College