Leila Danielle Underwood
Hawthorne,FL
Summary
Results-oriented Operations Manager with expertise in project management and conflict resolution. Implemented training programs that enhanced team performance and streamlined processes, contributing to sales growth. Experienced Warranty Coordinator with a strong grasp of warranty operations and claims management, fostering relationships with manufacturers and resolving warranty issues efficiently. Organizational skills and attention to detail facilitate effective warranty coordination and customer satisfaction.
Overview
26
26
years of professional experience
Work History
Warranty Coordinator and service technician
84 Lumber
Gainesville, Florida
05.2024 - Current
- Coordinated warranty claims processes, enhancing resolution speed and improving customer satisfaction.
- Managed documentation and records for warranty claims in company systems.
- Verified warranty coverage and services by maintaining effective communication with suppliers.
- Collaborated with internal teams to streamline warranty procedures and policies.
- Reviewed claims for accuracy and compliance with company standards.
- Assisted customers in understanding warranty terms and conditions effectively.
- Trained new team members on warranty processes and best practices.
- Monitored industry trends to ensure competitive warranty offerings for customers.
- Collaborated with fellow team members to manage large volume of claims.
- Kept thorough records of service actions and customer information.
- Coordinated warranty claims between customers and vendors to ensure timely resolution of issues.
- Analyzed customer feedback to assess product performance and identify improvement areas for warranty offerings.
- Reviewed product documentation to verify compliance with manufacturer's warranties.
- Maintained up-to-date knowledge of current industry trends relating to product warranties.
- Provided technical support to internal staff regarding warranty related inquiries from customers.
- Monitored competitor's activities concerning their own product warranties.
- Researched customer complaints to identify root cause of problems and determine best course of action for resolution.
- Conducted quality control checks on repairs completed under warranty coverage.
- Assisted in the development of new policies and procedures for warranty administration.
- Resolved customer inquiries related to product warranties and service agreements.
- Diagnosed and repaired various equipment malfunctions efficiently.
- Utilized diagnostic tools to identify technical problems accurately.
- Documented service records and maintenance logs for reference and compliance.
- Maintained accurate records of service calls, repairs, and parts used.
- Diagnosed problems and determined solutions for various customer issues.
- Communicated with clients for outstanding customer service and to increase repeat business.
- Performed onsite repair of equipment at customer locations.
- Repaired faulty components such as motors, pumps, valves, switches.
Operations Manager
STRICKLAND Roofing
Chiefland, Florida
08.2022 - 05.2024
- Managed daily operations for roofing projects across diverse client sites.
- Supervised team members, ensuring compliance with safety regulations and procedures.
- Coordinated project schedules and resource allocation to optimize workflow efficiency.
- Developed and implemented training programs for new staff on best practices.
- Collaborated with suppliers to secure materials and manage inventory levels effectively.
- Conducted regular inspections to maintain quality standards in roofing installations.
- Facilitated communication between teams to enhance project coordination and execution.
- Analyzed operational processes to identify areas for improvement and standardization.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
Plumbing Apprentice
JONES PLUMBING
Newberry, Florida
04.2020 - 08.2022
- Installed and repaired plumbing fixtures, such as sinks, toilets, showers, and bathtubs.
- Cleared blockages in drains and pipes using appropriate techniques and tools.
- Collaborated with senior plumbers to troubleshoot plumbing issues effectively.
- Worked closely with skilled plumber to repair pipes and fixtures to provide safe water supply.
- Assisted with pipefitting tasks, including threading pipes and soldering joints.
- Constructed fittings, including elbows, tees, and valves, to create plumbing systems.
- Supported team members during installations, ensuring adherence to guidelines.
- Communicated with clients to understand their plumbing needs and concerns.
Electrician
AES Services
Hawthorne, Florida
05.2017 - 03.2020
- Installed electrical systems in residential and commercial buildings, ensuring reliability and safety.
- Collaborated with contractors to uphold safety regulations, enhancing project integrity.
- Conducted routine inspections to ensure compliance with safety standards.
- Diagnosed electrical issues and performed necessary repairs efficiently.
- Collaborated with project managers on new construction and renovation projects.
Office Manager
Arrow Exterminators, Inc
Gainesville, Florida
06.2012 - 03.2017
- Managed office budget to handle all needs, including inventory, postage and vendor services.
- Interviewed and on-boarded clerical and administrative personnel; developed and oversaw their daily activities to ensure effective office operations.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Automated office operations to streamline client correspondence, record tracking, and data communications.
- Coordinated schedules and appointments for staff and clients seamlessly.
- Implemented office policies to improve workflow and productivity effectively.
- Conducted performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
- Conducted quarterly employee performance evaluations to identify areas for improvement and recommend targeted strategies.
Co-Owner/Office Manager
Sam & Family Flooring
High Springs, FL
01.2000 - 11.2011
- Set and administered annual operating budget, consistently maintaining controls and preventing overages.
- Directed and oversaw capital improvement projects.
- Monitored market conditions to set accurate pricing structures and take advantage of emerging trends.
- Cultivated and maintained industry relationships and customer partnerships, resulting in new business opportunities.
- Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
- Assessed, optimized and elevated operations to target current and expected demands.
- Created and implemented marketing and advertising strategies for strategic growth and to support company's revenue goals.
- Effectively connected consumers with products by building cutting-edge company from ground up to fill market gap.
- Oversaw all aspects of project execution, including progress of each phase, quality of workmanship and team performance to drive on-time completion of deliverables.
- Fostered strong relationships with customers and suppliers by Hands on and maintaining communication.
- Monitored progress by establishing plans, budgets and measuring results.
- Ensured supply met demand by overseeing all merchandising decisions, replenishment and inventory management.
- Identified sales opportunities by analyzing incident rate reports and increasing sales by 65%.
- Oversaw inventory management and supply chain logistics for materials.
- Managed daily operations and workforce scheduling for flooring projects.
- Coordinated customer consultations to determine flooring needs and preferences.
- Developed marketing strategies to promote new flooring products and services.
- Trained staff on installation techniques and customer service best practices to enhance service quality.
- Ensured compliance with safety regulations during flooring installations.
- Fostered relationships with suppliers to secure quality materials at competitive prices.
- Streamlined workflow processes, improving operational efficiency in project execution.
- Managed day-to-day business operations including staffing, inventory management, budgeting, accounting, and payroll processing.
- Resolved any customer complaints or issues quickly in order to maintain positive relationships.
- Collaborated with other co-owners on strategic decisions related to the company's growth plan.
- Oversaw customer service activities to ensure quality standards were met or exceeded.
- Monitored expenses closely to stay within allocated budgets for each project and initiative.
- Established policies and procedures to ensure compliance with local, state, and federal regulations.
- Negotiated contracts with vendors and suppliers to secure the best terms possible.
Education
High School Diploma -
Santa Fe High School
Alachua, FL01-1999
Associate of Science - Construction Management
American InterContinental University
Schaumburg, IL03-2026
Skills
- Research skills
- Accounts receivable
- Account reconciliation
- Account analysis
- Invoice statements
- Payment reviewing
- Billing automation
- Collections experience
- Deposit verification
- Aging report creation
- Accounts payable/receivable
- Data retrieval systems
- Calendar management
- Data entry
- Bookkeeping
- Management
- Appointment scheduling
- Typing
- Excel data entry
- Customer Service
- Word
- Accounting
- Payroll
- General Ledger Accounting
- Project management
- Customer service
- Team collaboration
- Technical support
- Service quality assurance
- Compliance adherence
- Microsoft office
- Complaint handling
- Report generation
- Vendor relations
- Operations administration
- Compliance management
Additional Information
Public Relations, Bookkeeping, Management, Schedule Appointments, Data Entry, Typing, Data-Entry Excel, Customer Service, Word, Accounts Receivable, Accounts Payable, Accounting, Payroll, General Ledger Accounting, Account Reconciliation, Office Management
Phone
cell, 352-210-8084
Timeline
Warranty Coordinator and service technician
84 Lumber
05.2024 - Current
Operations Manager
STRICKLAND Roofing
08.2022 - 05.2024
Plumbing Apprentice
JONES PLUMBING
04.2020 - 08.2022
Electrician
AES Services
05.2017 - 03.2020
Office Manager
Arrow Exterminators, Inc
06.2012 - 03.2017
Co-Owner/Office Manager
Sam & Family Flooring
01.2000 - 11.2011
High School Diploma -
Santa Fe High School
Associate of Science - Construction Management
American InterContinental University