Susan Jennifer Williams
Brampton,ON
Summary
Proven leader and strategic planner, adept in team management and conflict resolution, with a track record of enhancing customer satisfaction and fostering a culture of continuous improvement at Hallett Homes. Skilled in verbal and written communication, successfully implemented quality control measures, and improved service standards, achieving significant results without exceeding a single chargeable conciliation.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Director of Homeowner Relations
Hallett Homes
04.2020 - Current
- Developed high level of trust within the team by adhering to all levels of confidentiality both within organization and with clients.
- Strong leader
- Skilled problem solver
- Maintain excellent records of deficiencies to ensure completion prior to expected completion date.
- Adhered to all Tarion Warranty obligations with no chargeable conciliations
- Complete photo library of all deficiencies for accurate records.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, and boosted overall team morale.
- Facilitated inter-departmental communication to foster a collaborative work environment.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Established our on-site offices to be structured the same to allow for team members to easily step in and take over tasks ensuring interchangeability throughout if needed.
- Oversee 30-Day, Mid-Year Forms, Year-End Forms, Second-Year End Forms and MSD Forms submissions.
- Investigated client complaints at a managerial level with empathy and sound judgment to ensure client satisfaction,
- Maintained up-to-date product knowledge and guidelines as they were available.
CustomerCare Manager
Ravensfield Construction
05.2017 - 03.2020
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution all while adhering th the Tarion Construction Performance Guidelines.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions at a managerial level.
- Completed all 30-Day Form, Year End Forms, second Year End Forms with no chargeable conciliations.
- Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
- Maintained excellent service records of submitted Warranty Forms
Assistant Homecare Manager
Arista Homes
03.2011 - 04.2017
- Accomplished multiple tasks within established timeframes while resolving all Tarion Warranty submissions.
- Tracking of all warranty submissions throughout various sites.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance to allow for inter-departmental exchange.
- Completed all correspondence to homeowners to ensure consistency was maintained across all sites.
- Assisted with maintaining company vehicles, warranty and service requests.
- Processing of Purchase orders to trade partners when required.
- Maintaining back-charges to trade partners when required to match purchase orders if required.
- Quality Control Inspections to assist in the improvement of the product we present on closing
- PDI assistance when needed.
Education
High School Diploma -
Don Mills Collegiate Institute
North York, ON06.1985
Skills
- Strategic Planning
- Verbal and written communication
- Team Management
- Effective leader
- Staff training/development
- Customer Service
- Strategies and goals
- Conflict resolution
- Negotiation
- Hiring and Retention
- Teamwork and Collaboration
Languages
English
Professional Working
Certification
Leadership Training for Managers - Dale Carnegie & Associates
Conflict Resolution
Delivering Exceptional Service and Tarion Warranty Rules
WHIMIS
Working at Heights
PPE Certification
Fire Safety
Standard First Aid with CPR A and AED Certification
Timeline
Director of Homeowner Relations
Hallett Homes
04.2020 - Current
CustomerCare Manager
Ravensfield Construction
05.2017 - 03.2020
Assistant Homecare Manager
Arista Homes
03.2011 - 04.2017
High School Diploma -
Don Mills Collegiate Institute
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