Construction Support Administrator Resume Example
To utilize my 9 years of business and technical knowledge within the Project Manager role. Competent Construction Administrator excellent with directing construction activities on multiple projects, while monitoring projects for construction document compliance. Great problem-solver with ability to think quickly and resolve issues. Proficient in submittal tracking, job costing assessment and time schedule preparation. Punctual and organized worker with excellent communication skills.
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- On behalf of Cox, maintains relationships with boundary partners to ensure timely and accurate invoicing and documentation are completed to ensure order and financial integrity.
- Works closely with project managers, planners and boundary partners to ensure timely completion of objectives and project tasks.
- As projects are completed, assist in coordinating the resources necessary to successfully complete the project.
- Partnered with Planners, boundary partners and project managers to complete tasks in database/tool, reconcile assets and generate reports to ensure proper closure of project.
- Assigns tasks to project team members, verbally communicating complex issues, verifying that tasks are completed, and communicating implementation status.
- Maintaining workflow databases in WATTs, Work Force Logic, OBI, Oracle financials and Share-point.
- Tracking and monitoring milestone progress and spend.
- Maintained daily communication with vendors to drive forward progress of project.
- Provides leadership and vision to develop a strong retention/sales culture to enable retention reps to achieve key performance metrics and maximize revenue targets.
- Select, lead, coach, mentor, develop and provide support to a high-performance Technical support team responsible for resolving customer concerns, overcoming customer objections and resolving on going customer issues, revenue and products/services.
- Consistently deliver upon leadership expectations to include: one on one meeting with team members, training and meeting timelines.
- Establishes strategic partnership across all regions and with Center boundary partners to maximize effectiveness.
- Monitors and analyzes report data to identify customer concerns/dissatisfaction feedback; collaborates with management, makes recommendations, and implements solutions focused on improving customer satisfaction; and takes accountability for driving improvements in customer retention /revenue growth, team productivity, team quality, and optimization of customer satisfaction.
- Effectively resolve complex customer complaints concerning all areas of the company in a win-win fashion by building a rapport with the customer and using interpersonal techniques, networking techniques, and creative problem-solving.
- Train employees and execute diagnostic/troubleshooting strategies pertinent to business need to increase customer satisfaction and reduce overall churn.
- Drives alignment, consistency, and cohesiveness in people practices, call center management activities, overall performance management and customer service delivery, to achieve personal and department goals.
- Implements tactics which enhance customer resolution/sales performance across sales contests, incentives, commissions, leadership development, training, and call center technology needs.
- Other duties as assigned.
• Coached and developed Customer Support Agents through one on one sessions, promoting the 5 Essential Behaviors to improve and exceed in all Serving, Solving, and Selling scorecard performance metric standards. • Ensure that agents grasp the fundamental values of the customer experience while maintaining company standards. • Review customer interactions and provide feedback to the agent/Leader for development. • Ensure each agent/new hire is knowledgeable in utilizing all tools and maintaining operational standards • Promotes positive a positive work environment and operational excellence by maintaining a high level of visibility to the floor • Identifying key outliers within the organization by utilizing reporting then working with those agents to ensure improvement. • Assisted New Hire Nesting program for New Hire Customer Support Agents. • Assisted in identifying issues and the collection of data and research to help improve the customer experience, the agent experience and our company strategy. • Partnered with leadership to align coaching with individual MAP and career goals and to help refine coaching procedures to deliver consistent improvement with our agents
Pima community college
- Lead change by assisting in collection of feedback and data to improve agent tools and resources.
- Promoting, demonstrating and supporting enterprise wide thinking for WIG, BHAG, S2S 4/5 model, and 5 EB's.
- Member of S2S committee, promoting sales aptitude and agent motivation through round table meetings.
- Executing monthly sales incentives for S2S committee.
- Promoting use of tools, identifying and tracking various tool and technical issues for escalation.
- Completed Brand360.
- Completed Difficult Conversations course.
- Completed Situational Leadership II.
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Resume Overview
School Attended
- Pima community college
Job Titles Held:
- Construction Support Administrator
- Supervisor Technical Support
- Performance Coach
Degrees
- 2006 GED
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