JACQUELINE FERNANDEZ
North Vancouver,Canada
Summary
Results-driven professional specializing in customer care and quality control with a strong track record in managing complex projects and enhancing service quality. Proficient in developing processes that bridge construction and homeowner needs, fostering collaboration that mitigates issues and elevates the customer experience. Founder of the “Zero Deficiency” method.
Overview
11
11
years of professional experience
Work History
Project Specialist, Facilities
Earls Restaurant & Bar
Vancouver, BC
11.2022 - 06.2025
- Led cross-functional projects from $1K to $500K+, coordinating internal stakeholders, vendors, schedules, scope, budgets, and execution across active operating environments.
- Managed vendor relationships and service contracts, ensuring high-quality repair and maintenance while facilitating timely resolution of escalated issues.
- Prepared labour and material estimates and project timelines for CapEx and OpEx work, effectively balancing multiple simultaneous deadlines to meet project goals.
Jr. Project Manager, Service / Client Services & Warranty
My House Design/Build Team
Surrey, BC
11.2021 - 11.2022
- Managed maintenance and warranty scheduling, project closeouts, service contracts, scope, budgets, and cross-functional coordination between clients, contractors, vendors, and internal teams.
- Tracked outstanding deficiencies, missing documentation, customer complaints, and project status; escalated key issues to Director for prompt resolution.
- Addressed gaps between client expectations and vendor execution through solutions-focused customer service, enhancing overall client satisfaction.
- Coordinated permit applications and municipal compliance processes across North Shore and Fraser Valley, monitoring timelines and proactively communicating delays to project leads.
Sr. Representative, Customer Care / Quality Control & Warranty
SHAPE Properties
Burnaby, BC
10.2018 - 08.2021
- Conducted over 1,900 suite inspections and sign-offs to ensure quality compliance.
- Developed training materials and processes for Quality Control, Customer Care walk-throughs, and Handover procedures.
- Created the "Zero Deficiency" method for Shape, that set new industry standards for deficiency walk through.
- Developed and spearheaded the Warranty division.
- Addressed escalated customer complaints swiftly to uphold service quality.
- Performed over 1,600 client handovers, facilitating smooth transitions.
- Verified sales contracts and upgrades for accurate execution; collaborated on unresolved homeowner concerns.
- Trained new staff on operational procedures and customer service protocols.
- Prepared budget estimates, progress reports, and cost-tracking documents for multiple projects.
Customer Care Coordinator
Wesgroup
Vancouver, British Columbia
12.2017 - 06.2018
- Coordinated residential quality control inspections, tracking deficiencies and ensuring completion of corrective work.
- Managed inspection schedules for homeowner orientation and unit readiness to meet project deadlines.
- Conducted inspections and re-inspections to validate workmanship against established quality standards.
- Collaborated with construction teams, and suppliers to address deficiencies and uphold project timelines.
Project Coordinator
Metro-Can Construction
Vancouver, BC
04.2016 - 11.2017
- Coordinated project documentation schedules, meeting follow-ups, and stakeholder communication to enhance construction progress.
- Maintained comprehensive project records, ensuring availability of current contracts, change documents, RFIs, and submittals.
- Tracked action items, deliverables, procurement needs, and outstanding documentation, ensuring timely follow-up with responsible parties.
- Assisted with tendering processes and subcontractor coordination, including quote collection and scope review.
- Supported project closeout by managing deficiency follow-up and documenting turnover requirements such as manuals and warranties.
Office Manager
Custom Realty Ltd.
North Vancouver, BC
12.2014 - 04.2016
- Oversaw daily operations of real estate office, ensuring timely response to customer inquiries and effective calendar management.
- Managed work orders, service calls, and construction upgrades for residential units, enhancing tenant satisfaction and property condition.
- Conducted move-in and move-out inspections to ensure compliance with standards.
- Prepared and filed tenancy dispute-resolution documents to support claims process.
Education
Real Estate Trading Services Licensing Course -
UBC Sauder School of Business
Vancouver01-2021
Property Management – Residential - Business
Langara
Vancouver01-2015
Construction Drawings in Construction Management -
British Columbia Institute of Technology
BurnabySkills
- New Home Customer Care
- Quality Control & Internal Inspections
- Deficiency Management
- Homeowner Walkthroughs & Key Handovers
- Warranty Operations
- Customer Escalations
- CRM / Case Tracking
- SOP & Process Development
- Cross-Functional Leadership
- Vendor management
- Project Management
- Vendor management
- Budgeting & Cost Tracking
- Contract Review
- Team Coordination & Mentorship
- Project Management Tools
Languages
- English, Fluent
- Tagalog, Conversational
Systems And Tools
- CRM and project tracking systems
- HubSpot
- ResQ
- SkySlope
- DocuSign
- DigiSign
- Spark
- Microsoft Office / Office 365
Timeline
Project Specialist, Facilities
Earls Restaurant & Bar
11.2022 - 06.2025
Jr. Project Manager, Service / Client Services & Warranty
My House Design/Build Team
11.2021 - 11.2022
Sr. Representative, Customer Care / Quality Control & Warranty
SHAPE Properties
10.2018 - 08.2021
Customer Care Coordinator
Wesgroup
12.2017 - 06.2018
Project Coordinator
Metro-Can Construction
04.2016 - 11.2017
Office Manager
Custom Realty Ltd.
12.2014 - 04.2016
Real Estate Trading Services Licensing Course -
UBC Sauder School of Business
Property Management – Residential - Business
Langara
Construction Drawings in Construction Management -
British Columbia Institute of Technology