Amy Lawson
Gilbert,AZ
Summary
Highly-motivated with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills.
Team leader with upbeat, positive attitude. Motivated to maintain customer satisfaction and contribute to company success.
Overview
20
20
years of professional experience
Work History
Director of Customer Care
Woodside Homes
Gilbert , AZ
11.2023 - Current
- Compiled monthly reports summarizing key metrics pertaining to the quality of customer service provided by the team.
- Developed and implemented customer service policies and procedures to ensure consistent, efficient, and effective high quality customer care.
- Developed training programs aimed at enhancing employees' knowledge of products and services, industry standards, and communication skills.
- Resolved escalated issues from customers by ensuring resolution and satisfaction.
- Conducted regular staff meetings to review performance metrics, and discuss best practices for improving customer satisfaction.
- Recruited, hired, trained, managed, coached, evaluated, motivated and disciplined employees within Customer Care department.
- Ensured proper documentation was maintained on all interactions with customers according to company policy.
Customer Care Manager
Toll Brothers
Scottsdale, AZ
09.2019 - Current
- Oversee customer care department.
- Helped strategize current customer care processes.
- Helped develop customer care department.
- Lead the customer care team to change.
- Recruit and train new employees.
- Provide leadership, insight and mentoring to the customer care team.
- Hold weekly one-on-one meetings with employees to review performance and provide feedback.
- Attend ROC jobsite inspections and follow through to completion.
- Resolve customer inquiries and complaints requiring management-level escalation.
- Review customer satisfaction surveys to determine areas of improvement.
Customer Service Representative
Shea Homes
Scottsdale, AZ
11.2015 - 09.2019
- Completed new home inspections before closing.
- Attended new home delivery to set proper expectations and educate homeowner on specific warranties and processes.
- Met with homeowners for warranty appointments to inspect warranty repairs or issues that need addressed.
- Answered customer inquiries and provided accurate warranty information.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Schedule repairs with trades.
- Manage trade partners during repairs.
- Complete weekly safety audits.
- Trained new hires.
Owner
A. Lawson Design
Scottsdale , AZ
03.2005 - 08.2015
- Purchase and placement of interior furnishings and accessories
- Design, creation and installation of custom window treatments
- Daily operation business including marketing, billing, accounts receivable, and accounts payable
Education
Certificate of Interior Design - Interior Design
Scottsdale Community College
Scottsdale, AZ2005
Skills
- Hiring, Training and Mentoring customer care team of 15
- Demonstrates ability to lead and motivate customer care team
- Developed and maintained customer service policies and procedures
- Communicate homeowner feedback to appropriate departments
- Delegate tasks to appropriate employees
- Build and maintain trade partner relations
- Maintain a high level of professionalism
- Empathize with homeowners while resolving escalated issues
- Communicate effectively and efficiently
Timeline
Director of Customer Care
Woodside Homes
11.2023 - Current
Customer Care Manager
Toll Brothers
09.2019 - Current
Customer Service Representative
Shea Homes
11.2015 - 09.2019
Owner
A. Lawson Design
03.2005 - 08.2015
Certificate of Interior Design - Interior Design
Scottsdale Community College