Charles Whitten
Lake Elsinore
Summary
Customer service manager with a strong record of improving customer satisfaction and team performance. Expertise in complaint resolution, staff training, and workflow optimization. Proven ability to enhance service delivery through effective management strategies.
Overview
28
28
years of professional experience
Work History
Customer Service Manager
Woodside Homes
Corona
04.2020 - 04.2026
- Facilitated customer service initiatives that enhanced overall customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Utilized strong communication skills to effectively resolve product and consumer complaints.
- Collaborated with staff to resolve complex customer issues and implement targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Customer Service Manager
RSI Homes
Newport Beach
01.2009 - 04.2019
- Created training materials for staff on service procedures and company policies to enhance service quality.
- Coordinated with sales and construction teams to resolve client concerns, improving overall client satisfaction.
- Led regular team meetings to review performance and exchange best practices, fostering a collaborative team environment.
- Managed scheduling and workflow to optimize team efficiency and responsiveness.
Director of Warranty
Artisan Communities
Orange
03.2004 - 01.2009
- Developed and maintained warranty documentation to ensure compliance and serve as a reliable reference.
- Oversaw inspections of homes to assess warranty claims and determine eligibility.
- Trained staff on warranty procedures and customer service best practices to enhance service quality.
- Investigated customer complaints related to product quality or service provided under a manufacturer's warrantee policy.
- Maintained comprehensive records of all product warranties and associated documentation for efficient claims processing.
Director of Warranty
Richmond American Homes
Corona
02.1998 - 01.2004
- Coordinated communication between homeowners and construction teams to resolve warranty issues and enhance customer satisfaction.
- Oversaw inspections of homes to assess warranty claims and determine eligibility.
- Analyzed trends in warranty claims to identify product improvement opportunities and inform quality assurance initiatives.
- Developed and maintained warranty documentation to ensure compliance and facilitate quick reference for team members.
- Trained staff on warranty procedures and customer service best practices.
Education
High School Diploma -
San Clemente High
San Clemente, CA06-1975
Skills
- Customer service and support
- Customer relationship management
- Complaint resolution
- Staff training
- Performance metrics
- Process improvement
- Product knowledge
Timeline
Customer Service Manager
Woodside Homes
04.2020 - 04.2026
Customer Service Manager
RSI Homes
01.2009 - 04.2019
Director of Warranty
Artisan Communities
03.2004 - 01.2009
Director of Warranty
Richmond American Homes
02.1998 - 01.2004
High School Diploma -
San Clemente High