Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
Awards
PROFILE
Generic

CRAIG AVILA

Hollister,CA

Summary

Experienced Customer Service Professional with a strong track record of building and maintaining positive relationships with a diverse clientele, including Spanish-speaking customers. Skilled in effective communication, conflict resolution, and delivering high-quality service that supports customer satisfaction and business goals. Recognized for a proactive approach to problem-solving and a commitment to maintaining strong partnerships with both customers and trade partners.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Care Representative

Trumark Homes
05.2025 - Current
  • Specialize in completing new home pre-walk punch list. Coordinating with trades to complete and ensure quality workmanship.
  • Schedule and perform home owner orientation walk thru.
  • Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
  • Managed escalated customer issues, providing effective solutions to enhance experience.
  • Streamlined communication processes between trades and construction teams to improve service delivery.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.

CUSTOMER RELATIONS MANAGER

Century Communities, Inc.
05.2017 - 10.2024
  • Works directly with clients to complete the first walkthrough of their new home. Responsible for completing all quality control inspections. Introduces clients to their new home and instructs them on how to use all of their home’s smart features and large appliances. Responsible for ensuring client satisfaction by completing a punch list as needed for the construction manager who will then address any concerns or issues clients may identify. Addresses all warranty issues as needed to ensure client satisfaction.

FLOORING SPECIALIST

Floors Plus
04.2014 - 05.2017
  • Led business development effort resulting in 60% growth in the first year. Cultivated new clients, contractors, insurance adjusters, property managers, real estate agents and commercial account representatives. Oversaw the construction and design of a professional showroom including samples and models. Continually expanded my product knowledge by attending professional trainings and seminars. Created professional level exhibits for local home shows resulting in an expanded client base. Developed and grew relationships with manufacturer and distributor representatives resulting in a complete product offering. Responsibilities Included estimating, purchasing, Inventory control, labor management and final job costing.

PROJECT MANAGER

Floor Store USA
04.2011 - 04.2014
  • Consistently created high margin sales while achieving record sales volume for this store managed installation of a variety of flooring from hardwood, tile, vinyl, stone and carpet. Responsible for selling and managing residential flooring projects both with builders and walk-in traffic. Provided exceptional customer service to builders and members of the public. Wrote proposals and converted bids into installer work-order instructions.

Education

High School Diploma -

Gilroy High School
Gilroy, CA
06.1985

Skills

Fluent in Spanish

  • Customer service
  • Complaint handling
  • Problem resolution
  • Relationship building
  • Customer relations
  • De-escalation techniques

Certification

Osha 10 Certification

CPR Certification


LANGUAGES

Fluent Spanish speaker.

Timeline

Customer Care Representative

Trumark Homes
05.2025 - Current

CUSTOMER RELATIONS MANAGER

Century Communities, Inc.
05.2017 - 10.2024

FLOORING SPECIALIST

Floors Plus
04.2014 - 05.2017

PROJECT MANAGER

Floor Store USA
04.2011 - 04.2014

High School Diploma -

Gilroy High School

Awards

January 2020 99.4% Homeowner Satisfaction Score, 2019 Q2 1st Place; 99.8% Average; Highest OE Score

PROFILE

Award winning Customer Relations Manager. A proven professional with over 20 years of experience working with and across teams. Significant negotiation and sales experience with a track record of delivering unsurpassed customer service.

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CRAIG AVILA