John Oubre
Customer Success Manager
Marietta,Georgia
Summary
Detail oriented Customer Success Manager with 20 years of experience identifying, resolving complex issues with set time limits, and assisting clients with multiple pathways to onboarding / maintenance / longevity success. Experience in Waterfall and Agile Project Management methodologies. Veteran with strong analytical, organizational and planning abilities.
Overview
28
28
years of professional experience
Work History
Senior Customer Success Manager
Create Homes
Atlanta, GA
02.2021 - Current
- Drove customer escalations to resolution by engaging directly with clients.
- Boosted customer satisfaction by working with Salesforce and Builertrend CRM's and various vendor and trade teams to address and resolve concerns.
- Designed processes to drive results and identify improvement
- Saved $95,000 in revenue by promoting JIDOKA management techniques.
Quality Assurance Manager
Pulte Group
Atlanta, GA
03.2013 - 01.2020
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Collaborated with Data Engineering Teams to ensure efficient data pipelines for Salesforce customer relations management platform.
- Supervised and guided inspectors, technicians and other staff.
- Trained and mentored project leaders to drive culture change toward total quality mindset across production continuum.
- Inspected, removed and replaced malfunctioning equipment and tools to minimize workflow disruptions.
Construction Manager
John Wieland Homes & Neighborhoods
Atlanta, GA
12.2001 - 03.2013
- Monitored daily construction and evaluated project progress, contract compliance and safety.
- Coordinated construction planning, material resources and staff scheduling for $16M in residential and commercial assets.
- Directed the full life cycle of inspection and production activities in fast-paced environment.
- Reduced warranty spending by 15% through tailored value engineering and JIDOKA Management principles.
US ARMY / Special Operations Command
Department of Defense
Savannah, GA
10.1995 - 10.2001
- Supported elite and VIP clients in response to global security threats as a 160th Special Operations Aviation Regiment team member.
- Earned Helicopter Repairers license through US ARMY.
- Earned Communications Center Operator license through United States Marine Corps Communications-Electronics School (USMC 1988-1995).
- Identified potential and existing threats and vulnerabilities.
Education
Certified Home Inspector - Home Inspection Licensing
American Home Inspector Training Institute
Waukesha, WI03.2014
Certified Aircraft Repairer / Technician - Helicopter Repairer Course
US ARMY Aviation Logistics School
Fort Eustis, VA11.1995
Bachelor of Science - Business Administration And Management
Virginia Commonwealth University
Richmond, VA12.1994
Communications-Electronics Certification - Communications Center Operator Course
Marine Corps Communications-Electronics School
Fort Eustis, VA03.1988
Skills
- Problem Solving Expert
- Data Analysis / Implementation Expert
- Quality Assurance / Quality Control Expert
- Retention / Upsell / Adoption / Advocacy Expert
Timeline
Senior Customer Success Manager
Create Homes
02.2021 - Current
Quality Assurance Manager
Pulte Group
03.2013 - 01.2020
Construction Manager
John Wieland Homes & Neighborhoods
12.2001 - 03.2013
US ARMY / Special Operations Command
Department of Defense
10.1995 - 10.2001
Certified Home Inspector - Home Inspection Licensing
American Home Inspector Training Institute
Certified Aircraft Repairer / Technician - Helicopter Repairer Course
US ARMY Aviation Logistics School
Bachelor of Science - Business Administration And Management
Virginia Commonwealth University
Communications-Electronics Certification - Communications Center Operator Course
Marine Corps Communications-Electronics School
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