Connie Kirkman
Boise,ID
Summary
Driven and resourceful administrative professional with 15+ years of experience assisting with work of high-achieving executives. Track record supporting professional needs with well-organized precision. Successfully manages high-volume workloads in rapidly changing environments. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Warranty Specialist II
Shea Homes Trilogy
04.2018 - Current
- Manage, direct and coordinate all aspects of the new home warranty process by optimizing the effectiveness of various trade partners to ensure compliance with Shea's quality assurance standards
- Provide clear communication between the homeowner and the trade partner to foster a collaborative environment in order to expedite problem resolution.
- Conduct quality control inspections throughout the home prior to the homeowner taking delivery resulting in an increase in satisfied buyers
- Served as the primary point of contact for customers experiencing product issues, delivering exceptional service throughout the entire warranty process.
- Trained new hires on company-specific warranty processes, fostering a knowledgeable workforce capable of handling complex claims.s
- Trained new hires on company-specific warranty processes, fostering a knowledgeable workforce capable of handling complex claims.
- Managed a high volume of daily claims, prioritizing tasks according to urgency while maintaining attention to detail.
- Identified trends in product issues, providing valuable insights for design improvements and reducing future warranty concerns.
- Developed strong relationships with vendors to negotiate favorable terms for warranty repairs and replacements.
- Enhanced customer satisfaction by resolving warranty claims efficiently and effectively.
- Recognized patterns in customer complaints leading management towards necessary changes that improved overall user satisfaction.
- Meet with homeowners to conduct homeowner orientations to review and discuss the features, functions and benefits of their new home
- Schedule routine meetings with homeowners throughout the first year to review and assess warranty request submissions
- Manage warranty requests in an organized and methodical manner
- Educate and assist the homeowner with the care and maintenance of their home
- Coordinate and schedule service appointments between homeowners and trade partners in order to cultivate strong relationships between buyers and sellers
- Verify scheduled appointments for warranty work were completed on the scheduled date and time and were done with the preferred parameters
- Research and respond to homeowner inquiries timely and accurately in order to create a trusting environment for clients
- Responsible for customer satisfaction metrics related to homeowners served.
Administrative Assistant
RCI Systems
06.2010 - 04.2018
- Primary contact for project managers to arrange new jobs, enter budgets, house orders, change orders and validate the accuracy of the project information
- Review construction contracts to determine risk and ensure compliance
- Prepare and submit monthly billings in accordance with contract requirements
- Contact delinquent customers to secure payment
- General ledger entries, posting payments, credit memos and adjustments
- Plan, schedule, prioritize and delegate tasks to ensure service standards are met
- Review and approve staff timesheets, expense reports, commissions and requests for time off
- Create job postings, recruit, interview and hire qualified candidates
- Identify and implement strategies to improve quality of service, productivity and profitability
- Provide leadership and input to others as requested to assist in the accurate estimation of design, installation, start up, commissioning and training for building systems.
Office Manager
Maasan Law Firm
09.2008 - 06.2010
- Supervised activities performed within the office including office management, implementation of procedures, case management and processing, records management and accounting functions
- Provided administrative and secretarial support to the owner, attorneys, clients and law enforcement personnel
- Supervised and coordinated the work of attorneys and paralegals including performance reviews, motivating subordinates to work more effectively, identifying problems with performance and developing solutions
- Performed personnel administrative tasks including coordinating and participating in the hiring and promotion process, supervising the training of new employees, resolving employee problems and supervising employee time and attendance records.
Office Administer
RCI Systems
06.2007 - 09.2008
- Created and posted job descriptions for available positions and conducted interviews for potential candidates
- Reviewed resumes to determine if candidate's qualifications met the job requirements
- Implemented a structured application and interview process which resulted in a high retention rate of new team members
- Conducted new hire orientations, onboarding procedures, and annual reviews for all team members
- Created and maintained company policies and procedures to include in a safety handbook that was later available for all new hires
- Monitored and approved vacation, sick and personal time
- Arranged and assisted annual health insurance renewals
- Maintained and ordered office equipment (copiers, phones, postage, etc)
- Assisted with renewals for General and Personal Liability as well as Workman's Comp
- Created and maintained the company website
- Tracked and maintained accident/incident report log
- Coordinated company functions such as picnics, golf outings, anniversary and holiday parties.
Human Resource Manager
Law Offices of David Michael Cantor
09.2004 - 06.2007
- Managed the daily activities and employee relations for both the Civil and Criminal Firms
- Maintained employee relationships thorough problem solving, counseling and open communication
- Reviewed resumes and conducted interviews of perspective applicants
- Educated employees regarding administrative policies and activities through new hire orientations, quarterly meetings, and training sessions
- Provided advice and counsel to attorneys and employees to ensure consistent application of policies, procedures and practices
- Responsible for implementing and monitoring various rewards and recognition programs
- Developed and implemented the firms HR goals and objectives
- Approved and calendared requests for personal and/or vacation time
- Managed and tracked timekeeping and payroll
- Investigated and resolved complaints regarding any form of harassment or discrimination
- Administered benefits package, including health insurance and retirement/savings plan
- Prepared and conducted performance evaluations
- Terminated employees for non-compliance.
Education
Bachelor of Science - Hotel And Restaurant Management
Northern Arizona University
Flagstaff, AZResidential Construction And Safety -
SheaU (Online)
Skills
- Team Leadership
- Complex Problem-Solving
- Problem Resolution
- Time Management
- Critical Thinking and Decision Making
- Work Planning and Prioritization
- Professional and Courteous
- Managing Operations and Efficiency
- Employee Coaching and Mentoring
Accomplishments
MAME Finalist for Customer Service Professional of the Year
Certification
OSHA 30
CPR & First Aid Certified
Timeline
Warranty Specialist II
Shea Homes Trilogy
04.2018 - Current
Administrative Assistant
RCI Systems
06.2010 - 04.2018
Office Manager
Maasan Law Firm
09.2008 - 06.2010
Office Administer
RCI Systems
06.2007 - 09.2008
Human Resource Manager
Law Offices of David Michael Cantor
09.2004 - 06.2007
Bachelor of Science - Hotel And Restaurant Management
Northern Arizona University
Residential Construction And Safety -
SheaU (Online)
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