JACOB ALAN LEE
Orting,WA
Summary
Professional warranty management expert with comprehensive experience in overseeing warranty operations in diverse sectors. Known for collaborative approach and results-driven mindset, ensuring seamless team coordination to meet evolving business needs. Proficient in conflict resolution and process optimization, consistently delivering reliable outcomes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Warranty Manager
Pulte Homes
05.2021 - Current
- Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.
- Managed budgetary responsibilities for the warranty department, ensuring cost-effective allocation of resources.
- Developed a comprehensive training program for new hires, ensuring they quickly acquire the necessary skills and knowledge to excel as Warranty Managers within the company.
- Provided exceptional technical support services, troubleshooting complex issues with minimal need for follow-up visits or additional repair work required under the manufacturer''s warranty coverage.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Developed detailed plans based on broad guidance and direction.
- Collaborated with sales and service teams to provide seamless customer experiences during the warranty process.
- Enhanced team performance through consistent training, coaching, and mentoring of warranty department staff.
Service/Warranty Coordinator
BMC/BFS
02.2020 - Current
- Processed more than 30 orders per day ensuring product availability, accurate and timely order entry, assign appropriate ship date, shipping locations and correct pricing
- Providing support for the inside and outside sales teams, negotiating claims and crediting accounts
- Following up on orders to ensure on time and complete deliveries
- Receiving PO's and assist with shipping orders
- Schedule work for service techs based off inside sales representatives' and builders service requests
- Handling back charges due to faulty workmanship, inspection of warranty issues, customer service issues
- Organize schedule to maximize work efficiency for techs
- General warehouse operations and customer support, Parts pulling, merchandising and shipping
- Fielding homeowner/builder phone calls to complete service needs
- Partner with vendors to track service claims and provide extraordinary customer service to builders and homeowners
- Respected for dedication to go above and beyond what is expected
- Built a strong relationship with my customers by providing excellent customer service, perfect order entry, quick response in discrepancies, accurate orders follow up and effectively addressing every need
Lead Window Installer
BMC Software
09.2016 - 02.2020
- Professionally installed windows on new construction, residential homes
- Performed any warranty work as needed by customers
- Supervised and instructed a field crew of 3+ installers
- Installed new air and water barrier systems and performed general maintenance
- Organized assigned tasks for completion on individual and team levels
- Removed tool marks and surface adhesives after installation to improve project quality
- Managed work crews on construction of residential, commercial and industrial buildings
- Examined buildings and project specifications to determine measurements and dimensions
- St glass doors into frames and bolted metal hinges, handles, locks and other hardware to attach doors to frames and walls
- Fastened glass panes into frames or sashes using clips, points or moldings and added weather seals or putty around pane edges to seal joints
- Offered project management support by overseeing deadlines and promptly reporting potential obstacles
- Read and interpreted project blueprints and construction plans to inform accurate and complete installations
- Managed relationships with vendors, clients and coworkers to cultivate positive work environment while driving sales, quality and top-level service
- Conferred with clients to determine project requirements and provide cost estimates, providing detailed updates throughout project execution
Transit Security Officer
Securitas USA
10.2015 - 02.2016
- Ensure the safety and security of services of the Light Rail Vehicles, Sounder trains, buses and the patrons that use them
- Enforce rules, and assist passengers, staff, and operators by providing general information of directions, delays, and issues with trains and light rail vehicles
- Trained in and site familiar with all King and Pierce county Sounder Stations, alignment, and park and rides in Sound Transits possession
Dispatch Officer
Securitas USA
06.2015 - 10.2015
- Ensure the safety and security of services of the Light Rail Vehicles, Sounder trains, buses and the patrons that use them
- Patrol stations in King, Pierce and Snohomish Counties
- Enforce rules, and assist passengers, staff, and operators by providing general information of directions, delays, and issues with trains and light rail vehicles
- Respond to and record reports as needed
- Monitored the entire facility using CCTV while simultaneously performing dispatch duties
Security Forces Patrolman
United States Air Force
11.2010 - 03.2015
- Leads, manages, supervises, and performs force protection duties, including use of deadly force to protect personnel and resources
- Protects nuclear and conventional weapons systems and other resources
- Performs air base defense functions contributing to the force protection mission
- Controls and secures terrain inside and outside military installations
- Defends personnel, equipment, and resources from hostile forces
- Operates in various field environments, performs individual, and team patrol movements, both mounted and dismounted, tactical drills, battle procedures, convoys, military operations other than war, anti terrorism duties, and other special duties
- Operates communications equipment, vehicles, intrusion detection equipment, crew-served weapons, and other special purpose equipment
- Applies self-aid buddy care, life saving procedures, including cardiopulmonary resuscitation, as first responder to accident and disaster scenes
- Provides armed response and controls entry
- Detects and reports presence of unauthorized personnel and activities
- Implements security reporting and alerting system
- Enforces standards of conduct, discipline, and adherence to laws and directives
- Directs vehicle and pedestrian traffic
- Investigates motor vehicle accidents, minor crimes, and incidents
- Operates speed measuring, drug and alcohol, and breath test devices
- Apprehends and detains suspects
- Searches persons and property
- Secures crime and incident scenes
- Collects, seizes, and preserves evidence
- Conducts interviews of witnesses and suspects
- Obtains statements and testifies in official judicial proceedings
- Responds to disaster and relief operations
- Participates in contingencies
Security Forces Squadron Intelligence Officer
United States Air Force
10.2013 - 05.2014
- Information Security Protection (INFOSEC) Officer: in charge of scheduling, finding and reserving venue, creating and conducting all new combers' briefings, Installation Commanders policies regarding defending critical information from unauthorized access, use, disclosure, disruption, modification, perusal, inspection, recording or destruction
- Utilized systems to create squadron wide Standard Operating Procedures signed by the Squadron Commander for Classified and unclassified Material
- Created and presented classified/unclassified reports to Group and Squadron Commanders
- Participated in IFC (intelligence Fusion Cell) consisting of multiple intelligence agencies
Security Forces Squadron Anti-Terrorism Officer
United States Air Force
10.2013 - 05.2014
- Designed security policies, alarm response protocols and access card guidelines
- Recommended improvements in security systems and procedures
- Level 2 Anti-Terrorism Certification, attended DTRA (Defense Threat Reduction Agency) certification coarse and obtained certification on Operations Security Vulnerability Assessments
- Created and disseminated site specific RAMs (random anti-terrorism measures) for installation
- Conducted location checks to ensure RAMs were being completed
- Conducted site reviews and security audits and made recommendations to management based on findings to reduce RISK
- Designed security policies, alarm response protocols and access card guidelines
- Recommended improvements in security systems and procedures
- Attended and participated in ATWG (Anti- Terrorism Threat Working Group) meetings consisting of multiple agencies, Wing, Group and Squadron commanders
Education
Associate of Science - Criminal Justice
Community College of the Air Force
Joint Base Dix, New JerseyCriminal Justice, Sociology and Psychology, Homeland Security and Emergency Management
DoD Joint Base Dix-McGuire, New Jersey01.2013
High School Diploma -
Bethel High School
Spanaway, Washington01.2010
Skills
- Training
- Customer service
- Quality assurance
- Warranty analysis
- Operational efficiency
- Team management
- Escalation handling
- AIR FORCE
- Criminal Justice
- Information Security
- Inspection
- Meetings
- Access
- Weapons
- Personnel
- Policies
- Protocols
- Psychology
- Recording
- Reporting
- Resuscitation
- Safety
- Scheduling
- Sound
- Supervisor
- Commercial glass installation
Certification
- Rigger/Signalling, L&I, 09/18, Seattle, WA
- FALL ARREST, L&I, 07/19, Lakewood, WA
- CPR, RED CROSS, 06/18, Lakewood, WA
Accomplishments
- Recognized and requested to take Division Customer Care Manager position for Pulte's Pacific Northwest division.
- Recognized and requested to transfer to Denver Division to hold Senior Customer Care Manager position.
- Hand picked as an E-4 to hold the Intelligence/Anti-Terrorism officer position reserved for an E-7, working in a 1 person section completing all assigned tasks.
- SOED-ROC, Responsible Officer's Course/Force Protection Level II (ROC/FPII)The Responsible Officers Course is a certification course for DoD Level II Antiterrorism Officer (ATO) training.
- Defense Threat Reduction Agency (DTRA) Certification to conduct Operations Security Vulnerability Assessments.
- Job Related Training: Use of Force Anti-Terrorism Intelligence Law Enforcement Drug Recognition Security Transportation of Inmates/Detainees Firearms Training Less than Lethal trainings High Risk Traffic Stops Domestic Violence Hand to Hand Combat.
- Developed and implemented information security and risk management programs covering everything from assessment to management to optimization.
References
- Brooks Garcia, Pulte Homes Warranty Manager, 2065792942
- Jamie Miller, Pulte Homes Warranty Manager, 2064958550
- Lyndsay Knight, Pulte Homes Warranty Manager, 4256970509
- Todd Pollock, Pulte Homes Warranty Manager, 3607221643
Timeline
Warranty Manager
Pulte Homes
05.2021 - Current
Service/Warranty Coordinator
BMC/BFS
02.2020 - Current
Lead Window Installer
BMC Software
09.2016 - 02.2020
Transit Security Officer
Securitas USA
10.2015 - 02.2016
Dispatch Officer
Securitas USA
06.2015 - 10.2015
Security Forces Squadron Intelligence Officer
United States Air Force
10.2013 - 05.2014
Security Forces Squadron Anti-Terrorism Officer
United States Air Force
10.2013 - 05.2014
Security Forces Patrolman
United States Air Force
11.2010 - 03.2015
Criminal Justice, Sociology and Psychology, Homeland Security and Emergency Management
High School Diploma -
Bethel High School
- Rigger/Signalling, L&I, 09/18, Seattle, WA
- FALL ARREST, L&I, 07/19, Lakewood, WA
- CPR, RED CROSS, 06/18, Lakewood, WA
Associate of Science - Criminal Justice
Community College of the Air Force
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