Summary
Overview
Work History
Education
Skills
Timeline
Generic

Glen Murata

Fremont

Summary

Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.

Overview

25
25
years of professional experience

Work History

Customer Care Representative

Toll Brothers
03.2019 - 05.2025
  • Address Homeowner's concerns in a prompt and courteous manner relating to warranty items needing repair.
  • Managed timely and effective replacement of damaged or missing products.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Visit Homeowners at their home to inspect and perform accurate assessments and answer questions for service requests submitted by the Homeowner.
  • Coordinate and schedule Subcontractors to complete home repairs through Zendesk and E1
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Seek and acquire signed acknowledgement from homeowners on all completed work.

Customer Care Representative

Tri Pointe Homes
10.2018 - 03.2019
  • Conduct Pre-Carpet walks and Homeowner orientations.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Address Homeowner's concerns in a prompt and courteous manner relating to warranty items needing repair.
  • Coordinate and schedule Subcontractors to complete home repairs.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Perform minor repairs, adjustments and touch-ups
  • Logged call information and solutions provided into internal database.
  • Managed timely and effective replacement of damaged or missing products.

Facilities Technician

My Facility Team
03.2017 - 10.2018
  • Worked quickly on emergency requests in order to minimize disruptions to operations.
  • Improved overall safety within the facility by identifying potential hazards and implementing corrective actions.
  • Inspected buildings, grounds, and equipment for unsafe or malfunctioning conditions.
  • Performed scheduled maintenance on electrical, plumbing, and HVAC systems.
  • Enhanced facility efficiency by conducting regular maintenance checks and addressing issues promptly.
  • Carried out building updates such as painting surfaces, replacing fixtures, and reorganizing rooms.

Measure Tech/Service Tech

American Vision Windows
07.2016 - 01.2017
  • Facilitated successful installations by consistently meeting deadlines for measurement completion and report submission.
  • Delivered exceptional customer experiences by addressing concerns promptly and professionally throughout the entire process.
  • Collaborated with colleagues to continuously refine internal processes for increased operational efficiency across departments.
  • Strengthened client relationships through clear communication of project specifications, fostering trust and loyalty.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.


Field Supervisor

American Vision Windows
10.2015 - 07.2016
  • Monitored employee performance for compliance with regulations and policies.
  • Supervised field operations teams to complete projects within established timelines.
  • Maintained accurate records of field activities, ensuring proper documentation was available for internal reviews and audits.
  • Resolved customer complaints to maintain satisfaction and loyalty.
  • Upheld company standards by enforcing strict adherence to policies and procedures during all field activities.
  • Met with customers to resolve issues and build productive relationships.
  • Implemented best practices in field operations to ensure consistency across all projects under supervision.
  • Investigated issues and developed effective solutions.
  • Kept teams on task to complete milestones on time.
  • Evaluated performance and progress, and made proactive adjustments.
  • Developed strong rapport with clients through excellent customer service skills and attention to detail on projects.
  • Identified development and improvement areas and set up training to bridge learning gaps.
  • Mentored team members in best practices to increase sales performance.

Installation Manager/Lead Installer

Five Star Windows
11.2000 - 09.2015
  • Oversaw quality control measures during installations, identifying potential issues early on to minimize costly rework later.
  • Conducted thorough post-installation inspections to verify adherence to design specifications and client expectations.
  • Managed a team of technicians, providing guidance and support to ensure high-quality workmanship.
  • Managed installation schedules proactively to avoid delays and reduce downtime for clients.
  • Enhanced customer satisfaction by efficiently managing installation projects and ensuring timely completion.
  • Streamlined installation processes for increased productivity and reduced project timelines.
  • Communicated effectively with stakeholders, maintaining transparency throughout the project lifecycle.
  • Implemented safety protocols for all installation projects, reducing workplace accidents and injuries.
  • Developed strong relationships with clients, resulting in repeat business and referrals.
  • Provided ongoing training for technicians, ensuring up-to-date knowledge on industry best practices and technical skills.
  • Worked with diverse types of weather and ground conditions.
  • Operated tools, equipment, and machinery according to safety standards.
  • Used appropriate PPE to reduce risks when working with electrical and communications systems.
  • Developed and maintained professional relationships with customers and vendors to promote loyalty and referrals.
  • Managed inventory effectively, maintaining adequate stock levels for ongoing projects while minimizing overstock costs.
  • Loaded and unloaded building materials used for construction.

Education

No Degree - Sociology

California State University Chico
Chico, CA
01.1999

Associate of Arts - Liberal Arts

Ohlone College
Fremont, CA
01.1995

Skills

  • Proficient in building customer rapport
  • General contracting expertise
  • Expertise in project timeline management
  • Proficient in Zendesk and E1
  • Residential carpentry skills
  • Construction management
  • Preventive maintenance
  • Client support
  • Detail-oriented data management
  • Customer support expertise

Timeline

Customer Care Representative

Toll Brothers
03.2019 - 05.2025

Customer Care Representative

Tri Pointe Homes
10.2018 - 03.2019

Facilities Technician

My Facility Team
03.2017 - 10.2018

Measure Tech/Service Tech

American Vision Windows
07.2016 - 01.2017

Field Supervisor

American Vision Windows
10.2015 - 07.2016

Installation Manager/Lead Installer

Five Star Windows
11.2000 - 09.2015

Associate of Arts - Liberal Arts

Ohlone College

No Degree - Sociology

California State University Chico

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Glen Murata