Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lisa Mohabir

Brampton,ON

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

10
10
years of professional experience

Work History

Customer Care Manager

CentreCourt
Toronto, ON
02.2023 - Current
  • Manage and supervise the Customer Care project team of 16 individuals to provide pre and post occupancy Customer Care services
  • Track and update all pertinent information within a Salesforce tracking system; ensuring information is ready for audit from time-to-time
  • Respond independently to client enquiries and purchaser escalations based on knowledge of the situation and our organization
  • Provide notices and communicate with purchasers and third party agents
  • Review agreements of purchase and sale for accuracy
  • Respond independently to basic client enquiries and escalate complex client enquiries to appropriate parties based on knowledge of the situation and our organization
  • Ensure we exceed all our obligations to purchasers under our Agreement of Purchase & Sale
  • Full oversight and ownership of all project email accounts, as assigned, with thorough responses to all emails within 1-day of the inquiry
  • Maintain and uphold safety standards across all projects on active construction sites and in the post-occupancy phases of a building.
  • Implement innovative changes to enhance the customer service experience and processes
  • Conducted regular performance reviews of customer service team
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Assessed customer feedback to identify areas for improvement in service delivery.
  • Created reports on key performance indicators such as response times, resolution rates
  • Provided training to new customer care staff members.
  • Set up of property management office and staffing
  • Ensuring maintenance contracts are in place

Senior Warranty Coordinator

Great Gulf Homes
Toronto, Ontario
05.2022 - Current
  • Conduct service-related administrative duties including creating, updating, and distributing service schedules, deficiency reports, trade work orders, and homeowner communications (with a Junior underneath)
  • Maintain and update Homeowner and customer service files on the applicable warranty software, as well as hard-copy files as required
  • Organize site Coordinator(s) with the General Service Manager for start-up of all new projects ensuring office area/workstations are properly set up and an adequate filing system is in place
  • Schedule PDI appointments to maximize efficiency and distribute to General Service Manager and Site Coordinator(s) weekly
  • Ensure PDI schedule dates are met and coordinate with General Service Manager and construction team to ensure units are ready for PDI within minimal or no deficiencies
  • Identify repetitive deficiencies and communicate to the appropriate trade/General Service Manager to eliminate repeat concerns
  • Track all Pre-PDI and PDI reports as well as 30-Day, Year-End and Second-Year Tarion submissions
  • Prepare and update reports and tracking sheets with critical dates, deficiencies, and other pertinent service reports as required and at the direction of the Customer Care Manager
  • Update reported deficiencies to assign trades and statuses for each unit’s PDI report and warranty forms
  • Ensure all incoming 30day forms, year end and second year warranties are dealt with in a timely manner
  • Coordinate all handymen service appointment schedules and trade completion of warranted items reported
  • Create and distribute deficiency reports and work orders, as well as schedule for prepping units for occupancy, etc
  • Follow up with General Service Manager and Site Coordinator(s) regarding warrantable repairs (completed or scheduled) prior to closings and post-closing warranty services
  • Escalate any trade or material issues to the Customer Care Manager
  • Respond to incoming (including telephone) and email inquiries from Homeowners or their Representatives
  • Ensure junior admin prepares key release packages and distributes standard communications for each milestone according to schedule
  • Seek to provide superior customer service to protect the interests of the company, and negate any need for Tarion intervention where possible
  • Keep current on all Tarion updates and coordinate implementation of changes into company procedures with General Service Manager
  • Attend all meetings as required
  • Assist in the completion of pre- and technical audit deficiency completion as may be required
  • Kept thorough records of service actions and customer information.
  • Collaborated with fellow team members to manage large volume of claims.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Guided employees in handling difficult or complex problems.
  • Issued work schedules, duty assignments and deadlines for staff.

Customer Service Representative

Aspen Ridge Homes Pickering
, Ontario
06.2021 - 05.2022
  • Assure quality of the customer experience through efficient deployment of resources, frequent customer contact, and adherence to Corporate and Service quality initiatives
  • Ensure customer satisfaction through quality field service processes that maximize servicemen’s productivity and efficiency
  • Assess and build strong teams to deliver on Company and customer demands/needs
  • Demonstrate a positive attitude and role model position expectations
  • Act as a liaison between Company and the field to be a conduit for positive and constructive feedback
  • Consistently set expectations of performance for district and communicate milestones often
  • Relationship Management and Communication with sub‐trades, partners and clients ‐ensure consistent flow of information with everyone involved
  • Create communication emails and letters to send to homeowners & trade partners
  • Scheduling service for warranted items with homeowners and trade partners
  • Enforce current standards, codes, and procedures regarding safe and effective use of equipment, auto maintenance programs, and other policies as required
  • Monitor employee performance by means of coaching
  • Ensuring that the Purchaser’s experience is positive, and that Purchasers are kept up to date on the status of their purchase
  • Reviewing APS, Colour chart and upgrades against final product
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Upheld quality control policies and procedures to increase customer satisfaction.

Community Coordinator

Mattamy Homes
Vaughan, Ontario
05.2018 - 06.2020
  • Completed and closed over 40 conciliation files from previous reps
  • Respond and/or sort & distribute all incoming emails, faxes, couriers and mail to the appropriate individual on a daily basis
  • Coordinate and schedule homeowner warranty visits (30 day, Year end, etc.)
  • Follow up to ensure homeowner satisfaction with completed work
  • Update homeowners on outstanding work and explain maintenance and warranty coverage
  • Respond to homeowner inquiries in a timely manner, assist with emergencies, and handle homeowner walk-ins
  • Prepare, print and monitor reports for review by the Warranty Management
  • Maintain all warranty service requests in JDE systems (coordinate all documentation of lists including sign-offs and updating in computer system)
  • Coordinate service orders with trades and ensure sign offs are received from trade partners and homeowners
  • Follow up on work orders to trades
  • Complete conciliations and organize paperwork for conciliation appointments
  • Prepare and maintain logs for purchase orders & back charge notices
  • Assist Warranty Management with written correspondence to homeowners
  • Train new employees
  • Maintain office supplies and organize and maintain office files
  • Collect timesheets, prepare payroll in the HRIS system and submit to head office

Customer Service Representative

Tridel Corporation
Toronto, Ontario
05.2014 - 05.2018
  • Effectively respond to customer warranty inquiries in a professional manner while providing excellent customer service
  • Schedule warranty repairs accordingly with homeowners, handymen and trades
  • Take responsibility for escalated concerns from the on-site teams
  • Respond and schedule Tarion submissions accordingly and in a timely manner
  • Prepare Tarion conciliation packages
  • Schedule and conduct PDI appointments
  • Review and prepare work orders, invoices and back charges
  • Processing acceleration and extension requests
  • Review and track trends/escalations within buildings and provide a summer to upper management and trades
  • Train new employees
  • Organize seminars and putting together packages for homeowners
  • Responsible for scheduling meetings, taking meeting minutes data and ensure issues receive an appropriate follow up
  • Administer sending out letters to inform or remind homeowners of important information
  • Event coordination

Education

OSSD -

Chinguacousy Secondary School
06.2011

Bachelor of Business Administration -

University of Guelph

Diploma - Business Administration, Finance

Humber Institute of Technology and Advance Learning

Skills

  • Multitasking and Organization
  • Attention to Detail
  • Time Management
  • Team Leadership
  • Customer Service Management
  • Verbal and Written Communication
  • Relationship Building
  • Appointment Scheduling
  • Phone and Email Etiquette
  • Microsoft Office
  • Staff Scheduling
  • Office Management
  • CRM Software
  • Training and mentoring
  • Report Preparation
  • Escalation management

Timeline

Customer Care Manager

CentreCourt
02.2023 - Current

Senior Warranty Coordinator

Great Gulf Homes
05.2022 - Current

Customer Service Representative

Aspen Ridge Homes Pickering
06.2021 - 05.2022

Community Coordinator

Mattamy Homes
05.2018 - 06.2020

Customer Service Representative

Tridel Corporation
05.2014 - 05.2018

OSSD -

Chinguacousy Secondary School

Bachelor of Business Administration -

University of Guelph

Diploma - Business Administration, Finance

Humber Institute of Technology and Advance Learning

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Lisa Mohabir