Summary
Overview
Work History
Education
Skills
Timeline
Generic

Johanna Smith-Puigdollers

Carolina Beach,NC

Summary

Strategic operations and client service leader with 20+ years in appraisal management, operations and customer relations. Proven success leading large teams and managing high-volume pipelines. Skilled in SLA compliance, team development, and complex transitions—including a multi-state ServiceTitan rollout. Seeking a role in appraisal services to enhance operational efficiency and client satisfaction.

Overview

28
28
years of professional experience

Work History

Project Manager

Kinetico Advanced Water Systems
Wilmington, NC
12.2020 - Current
  • Led the successful transition of a 200+ employee company across 11 locations (SC, NC, GA, VA & CO) from Sage BusinessWorks to ServiceTitan.
  • Partnered with ServiceTitan to develop a streamlined, cost-effective transition plan and timeline tailored to business needs.
  • Configured system settings in ServiceTitan to prepare tenant environments, including price lists, employee profiles, job templates, and other key configurations.
  • Coordinated the full data migration from Sage BusinessWorks to ServiceTitan, including customer records, invoice and job history, accounts receivable, and other essential data points.
  • Traveled to each Kinetico AWS location over a one-year period to lead on-site training and implementation, ensuring a smooth and successful go-live experience.
  • Provided ongoing remote support post-implementation, delivering continuous training and troubleshooting for emerging issues across all locations.

Client Relations Specialist

Triserv Appraisal Management Solutions
Carolina Beach, NC
12.2016 - 12.2020
  • Served as the primary point of contact for Triserv’s customer base, ensuring consistent communication and high-quality service delivery.
  • Proactively managed key client appraisal pipelines by engaging with appraisers and providing systematic status updates to customers.
  • Handled a high volume of incoming order updates from appraisers and efficiently relayed critical information to clients in real time.
  • Collaborated with the sales team to implement service-level agreement (SLA) initiatives and customer service improvement strategies.
  • Took full ownership of appraisal delay escalations, working with urgency and diligence to resolve issues and maintain client satisfaction.
  • Acted as the lead manager for incoming phone inquiries from both customers and appraisers, providing timely and accurate support.

Vice President of Appraisal Operations

LSI & ServiceLink
Coraopolis, PA
10.2008 - 09.2016
  • Directed daily operations of a high-volume residential appraisal pipeline exceeding 15,000 orders, overseeing teams responsible for order placement, appraiser selection, status tracking, and report delivery.
  • Partnered with customer service teams to ensure appraisal operations consistently met or exceeded client SLAs and service expectations.
  • Analyzed performance metrics using reporting tools to monitor appraiser and staff productivity, quality, and SLA compliance.
  • Maintained regular communication with appraisers regarding turnaround times, order statuses, and professionalism standards.
  • Strengthened client relationships by proactively addressing concerns and driving effective, transparent communication.
  • Identified and implemented operational improvements through technology, workflow optimization, and efficiency enhancements.
  • Led and developed a high-performing operations team of 80+ employees through targeted coaching, training, and collaborative leadership.
  • Set clear performance goals, conducted regular evaluations, and managed accountability across all levels of the operations team.
  • Represented appraisal operations in client performance review meetings, offering strategic insights and corrective action plans as needed.

Client Services Manager

LSI, Lender Processing Services Company
Coraopolis, PA
12.2003 - 10.2008
  • Led multiple client-focused service teams supporting major lender accounts, including CitiBank, Wells Fargo, and JPMorgan Chase.
  • Oversaw daily appraisal operations such as order placement, status tracking, appraiser assignment, and report delivery, ensuring process efficiency and service consistency.
  • Ensured strict adherence to client-specific SLAs and state AMC regulatory requirements across all service teams.
  • Collaborated with the panel management department to enhance appraiser communication, responsiveness, and overall panel performance.
  • Maintained ongoing communication with the Quality Assurance team to resolve report quality concerns raised by clients and implement preventative improvements.
  • Led regular client performance review meetings—both virtual and on-site—to present SLA metrics, gather feedback, and deliver strategic service improvement plans.
  • Managed escalations related to report delays and quality issues with a strong focus on timely resolution and client satisfaction.
  • Set clear performance expectations, conducted regular team evaluations, and upheld accountability across all levels of customer service operations.

Account Manager/Recruiter

Appraisal Enhancement Services
Boca Raton, FL
11.1997 - 12.2003
  • Received and accurately entered incoming appraisal review orders into the system.
  • Managed order assignments and placements with review appraisers, ensuring timely processing.
  • Proactively monitored customer pipelines and communicated status updates to clients, especially during delays, via systematic follow-ups and phone outreach.
  • Handled a high volume of inbound calls from brokers and lenders, providing real-time status updates and customer support.
  • Collaborated with the Chief Appraiser to address and resolve quality concerns raised by clients.
  • Actively recruited and onboarded dozens of qualified review appraisers on a monthly basis to support growing business needs.

Education

Business Administration

Interamerican University of Puerto Rico
San Juan, Puerto Rico

Skills

  • Bilingual fluent in English & Spanish languages
  • Typing speed: 50 WPM
  • Appraisal Order Workflow Management
  • SLA Compliance & Turn Time Monitoring
  • Appraiser Panel Communication
  • Client Relationship Management
  • Analytical Problem solving
  • Attention to detail
  • Professionalism & strong work ethic

Timeline

Project Manager

Kinetico Advanced Water Systems
12.2020 - Current

Client Relations Specialist

Triserv Appraisal Management Solutions
12.2016 - 12.2020

Vice President of Appraisal Operations

LSI & ServiceLink
10.2008 - 09.2016

Client Services Manager

LSI, Lender Processing Services Company
12.2003 - 10.2008

Account Manager/Recruiter

Appraisal Enhancement Services
11.1997 - 12.2003

Business Administration

Interamerican University of Puerto Rico

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