David Chaitram
Toronto,ON
Summary
Results-driven Customer Care leader with extensive experience in low-rise/high-rise Ontario residential development, specializing in Tarion warranty, deficiency management, and the end-to-end homeowner experience. Committed to delivering a high standard of service with a personable, homeowner-focused approach that strengthens builder reputation and long-term customer trust and retention. Seeking to lead and elevate customer care operations at a leading developer by driving service excellence, optimizing systems and processes, and aligning construction delivery with post-occupancy performance to enhance homeowner satisfaction and minimize warranty risk.
Overview
13
13
years of professional experience
Work History
Customer Care Manager
i2 Developments Inc
Woodbridge
01.2024 - 01.2026
- Lead and managed all Customer Care operations across multiple residential developments totaling over 300 low-rise lots and over 400 high-rise suites
- Manage all in-suite deficiencies from PDI’s to post-occupancy Tarion forms (Initial forms, Mid-years, Year-ends, 2nd year)
- Act as primary escalation point for homeowner concerns, proactively mitigating issues and driving timely, effective resolutions.
- Manage and oversee all Customer Care department employees on day-to-day task and project deadlines
- Oversee all Tarion conciliations, proactively mitigating risk through pre-conciliation inspections, negotiated resolutions, and consistently achieving zero chargeable outcomes
- Collaborate cross-functionally with Construction, Sales, Development, and Legal teams to facilitate a smooth transitions and resolutions.
- Develop, integrate, and track KPI’s to analyze deficiency trends, measure warranty performance, and support data-driven decision-making, improving resolution timelines
- Implement structured tracking and reporting systems for homeowner requests, deficiency resolutions, documentation, timelines, and service workflows across all projects to maintain builder quality and performance
- Create schedules according to projects timelines to accommodate budgets and workload
- Conduct regular performance reviews for updates, efficiency, and learning curve purposes while supporting the development of all Customer Care team members
- Full oversight and ownership of all post-occupancy project emails to ensure professionalism and responsiveness of inquires
- Drive continuous improvement by seeking and implementing new systems and protocols, resolving platform inefficiencies, and adopting state of art industry-leading solutions to enhance performance and cost efficiency.
Customer Care Manager
Sierra Homes Corp
Toronto
01.2019 - 01.2024
- Managed all Customer Care relations for over 800 low-rise lots and over 300 high-rise suites
- Managed end-to-end Customer Care and TARION warranty processes across high-rise and low-rise residential developments
- Lead and overseen all coordinators, QC/PDI reps, and Service technicians to ensure commitment to deficiencies, builder quality, builder performance, and overall customer satisfaction
- Coordinate, schedule, and communicate with Architects, Engineers, Consultants, and Contractors as needed to ensure completion of Tarion warranty across all low-rise and high-rise communities
- Collaborate cross-functionally with Construction, Sales, Development, and Legal teams to facilitate a smooth and efficient transition from Pre-occupancy to homeowner occupancy.
- Liaise with Construction as needed and review site drawings to confirm and identify warrantable items
- Followed and relayed master project schedule to all trades to ensure occupancy deadline is met and PDI items are completed.
- Re-enforced all site safety measures for Customer Care staff and Homeowners pre-occupancy to conform with OHSA and MOL
- Provide regular reporting to upper management, including updates on project progress, deficiency resolution, and customer care performance indicators.
- Track and report KPI’s to monitor performance and take corrective action and maintain risk management
- Oversee all Tarion PATS and B19 items for common elements.
- Manage and schedule Tarion Performance Audit deficiencies.
- Liaise with PM and Condo Board to effectively complete, resolve and close out CE warranty items
- Oversee Administer letters to purchasers to inform and remind on occupancy dates
- Create and revise welcome packages for homeowners
Customer Care, Field Coordinator
Aspen Ridge Homes
Vaughan
01.2017 - 01.2019
- Managed QC’s and PDI’s along with post-occupancy deficiency tracking and completion for over 1,300 low-rise lots and over 200 high-rise suites.
- Liaised with site superintendents to ensure deficiencies are rectified and upgrades are installed as per colour charts
- Coordinate with site supers to ensure estimated timeline for PDI’s and closing is on track.
- Conduct Pre-closing Reports for all sites to ensure all PDI items were completed before occupancy or traded out pending completion.
- Assigned Service Technicians to sites based on volume of work
- Monitor and report recurring issues related to trades and workmanship, ensuring they are addressed through weekly site reports and meetings.
- Conduct inspection reports for all Tarion warranty forms
- Ensured accurate completion and tracking of TARION warranty documentation and service records for 30-day, 1-year, 2nd-year, and MSD forms
- Attended all Tarion conciliations
- Manage any software/account issues with our tablets/laptops when needed
- Managed all supply order as required for PDI’s and quality control
- Led Tarion conciliations, resolving homeowner disputes with zero chargeable results.
Customer Service Coordinator
Saddlebrook Management Consultants
Toronto
01.2015 - 01.2017
- Managed deficiency tracking and resolution from pre-occupancy to post-occupancy of over 1,200 suites across residential projects throughout the GTASchedule, plan and participate in homeowner Pre-Delivery Inspections (PDI) and guide purchasers through a comprehensive condominium walk-through
- Schedule and conduct QA inspections to ensure they are PDI ready
- Funnel the PDI items to the required parties to ensure completion and escalate any homeowner concerns to the appropriate department or superior when required
- Accurately communicate Tarion’s Warranty Processes and ensure deficiency list is within the Tarion Construction Performance Guidelines
- Monitor and work directly with the supervisors and trades to ensure warranty items are completed and signed off in a timely manner
- Document and record homeowner telephone calls/emails/letters and respond to homeowner concerns and inquiries
- Maintained structured documentation and reporting for all homeowner service interactions
- Distribute mass emails to homeowners for occupancy updates/delays
- Coordinated with internal departments, trades, and site teams to ensure timely resolution of warranty issues
BACU Local 31 Marble Tile, Terrazzo Union
Toronto
01.2013 - 01.2015
- Attended and assisted on warranty concerns and resolutions for all tile deficiencies
- Attended joint health and safety meetings at sites
- Worked on major commercial and residential projects including Union Station, Scotiabank Arena, and Erin Mills developments
- Supported post-construction repair and deficiency resolution activities
- Collaborated with construction teams and trades in high-volume project environments
- Gained strong technical understanding of residential construction systems supporting effective Customer Care communication
- Track and assisted in completing tile deficiencies for residential Tarion warranty
Education
Grade 12 -
Thistle Town Collegiate Institute
01.2010
Skills
- Customer Care Leadership
- TARION Warranty Administration
- Homeowner Experience Management
- Escalation & Conciliation Resolution
- Deficiency Tracking & Resolution Systems
- Post-Occupancy Service Management
- Customer Communication Standards
- KPI Reporting & Performance Tracking
- Cross-Functional Coordination
- Regulatory Compliance (TARION, OBC)
- Service Process Improvement
Volunteer Experience
William Osler Health Centre, Volunteer, 01/01/07, 12/31/08, Assist hospital nurse in care giving services, Help visitors locate families and be directed to various hospital areas, Organize patients charts for doctor, ensuring confidentiality of information
Timeline
Customer Care Manager
i2 Developments Inc
01.2024 - 01.2026
Customer Care Manager
Sierra Homes Corp
01.2019 - 01.2024
Customer Care, Field Coordinator
Aspen Ridge Homes
01.2017 - 01.2019
Customer Service Coordinator
Saddlebrook Management Consultants
01.2015 - 01.2017
BACU Local 31 Marble Tile, Terrazzo Union
01.2013 - 01.2015
Grade 12 -
Thistle Town Collegiate Institute