Joshua Williams
Richardson,TX
Summary
Seasoned professional with nine year's experience working alongside large clients handling single-family residential homes that have gone through pre/post sale foreclosure. Ensuring quality is above 90% to the client and that SLAs are less than 2-3% late. Four years of recruiting specialty trade vendors to complete the renovation and preservation of the properties. Nine years of knowledge of FHA, VA, Conv, USDA HUD, REO and RESPA guidelines.
Overview
9
9
years of professional experience
Work History
Resident Maintenance Specialist
American Homes 4 Rent
04.2023 - Current
- Assisted in budget planning, identifying cost-saving opportunities through efficient resource allocation.
- Streamlined work order processes for faster response times to maintenance requests.
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Managed vendor relationships to ensure timely completion of maintenance tasks and adherence to budget constraints.
- Mediated tenant disputes, fostering a positive living environment within the community.
- Developed strong relationships with tenants through clear communication, empathetic problem-solving, and attentive customer service.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Coordinated with local authorities for permits and approvals needed for various property compliance tasks
- Evaluated performance metrics regularly to identify areas of improvement in processes related to property maintenance.
Recurring Services Coordinator
Redfin Home Services
03.2022 - 11.2022
- Perform data management by QC'ing completed work orders for accuracy to ensure they meet the Redfin standards
- Facilitate bi-weekly meetings with Recurring service vendors to ensure all are on the same page
- Revise service guidelines to improve the efficiency of operations and reduce costs
- Communicated with code officers, inspectors, HOA, court, and other local municipalities to discuss and cure violations
- Review past close dates, notified vendors of properties sold, and requested cancellation of recurring services, saving the company in recurring charges
- Develop and deliver training for processes, procedures, and business requirements
- Research and respond to operational, system and process questions the department received
- Provide excellent customer service and escalation-management on active projects
- Maintain weekly utility report to ensure utilities are managed effectively and according to Client expectations
- Monitored vendor performance and ensured compliance to Service Level Standards.
Vendor Specialist II
Redfin Home Services
02.2021 - 03.2022
- Provide Training and support for Vendor Relations via Google Meets and Zoom
- Onboard and continued support of vendors to maintain partnership and resolve vendor issues
- Facilitated team meetings to discuss roadblocks, process changes, and team needs
- Research and respond to operational, system and process questions the department received
- Source, onboard and manage vendors across Redfin Home Services and Redfin Corporation
- Perform quarterly audits of vendor trade licensing and insurance ensuring 100% compliance and to support external audits
- Create contracts and negotiate pricing with external vendors.
Senior Preservation Associate
Altisource
12.2019 - 02.2021
- Serviced FHA, FNMA, FHLMC, GNM, VA and Conventional loans according to investor guidelines and client parameters
- Evaluate and negotiate vendor proposal requests for investor/ client submission
- Successfully assisted with team huddles, trained new hires, and assisted payment approval/bids team with questions about completed work orders
- Maintained a consistent adherence to aggressive SLA requirements to meet customer expectations
- Prepare estimates utilizing 3rd party software like Xactimate
- Bid review and approvals within investor guidelines- submission to investor if needed
- Provide excellent customer service and escalation-management on active projects
- Review loan history and conduct research to ensure inspections and preservation are done according to investor guidelines.
Client Relations
Apex Asset Management
01.2019 - 11.2019
- Import work orders into the company system of record
- Monitor and process bids from individual contractors by following investor guidelines
- Update clients daily on work order progress and expected completion date
- Import results and bids into the client portals for client review and payment
- Provide excellent customer service and escalation-management on active projects
- Serve as the main point of contact for vendor management conflicts and identify opportunities to enhance vendor relationships
- Communicated with code officer's, inspectors, HOA, court, and other local municipalities to discuss and cure violations
- Maintain customer and vendor relationships and database
- Monitored vendor performance and ensured compliance to Service Level Standards.
Account Manager
Globus Renovations
10.2018 - 01.2019
- Enter work orders into our system of record
- Assess repairs that were completed, and review completion pictures to the requested scope of work
- Send final pictures and invoices to clients
- Communicate with multiple clients on a day-to-day basis
- Schedule emergency work orders placed by multiple clients
- Schedule with tenants and homeowners to complete work needed
- Reviewed invoices to verify charges made to the client were accurate per investor guidelines and processed within a timely manner
- Maintain customer and vendor relationships and database
- Monitored vendor performance and ensured compliance to Service Level Standards
- Bid review and approvals within investor guidelines- submission to investor if needed.
Field Service Senior Associate
InspectQ/Mr. Cooper
03.2018 - 10.2018
- Prioritize and manage workflow to meet departmental deadlines
- Work accurately at a fast pace to meet daily quotas
- Resolve problematic situations as well as negotiate prices
- Read, retain, and communicate complex instructions and procedures
- Provide updates, notations, and contact contractors when requested by inquiring managers and production representatives
- Attend executive meetings in absence of the department manager
- Help lead the Quality Control team in absence of the manager
- Pull production workflow for the day and assign it out to team members
- Assist clients' consumers with their complaints and address them accordingly
- Review loan history and conduct research to ensure inspections and preservation are done according to investor guidelines.
A/R Collections
Timberblinds/Metroshade
01.2018 - 03.2018
- Monitor accounts to identify outstanding debts
- Contact clients to ask about their overdue payments
- Process payments and refunds
- Resolve billing and customer credit issues
- Keeping accurate records and reporting on collection activity.
Rehab Team Lead
Truly Noble Services
05.2017 - 01.2018
- Communicate with multiple clients, brokers, and field supervisors on a day-to-day basis
- Schedule jobs out to contractors, follow up every 72 hours for progress photos, and updates on daily work completed
- Review bids and change orders submitted by field supervisors
- Submit bids and before pictures to the clients for approval
- Compare the final photos to the scope of work requested by the client to ensure all items were fixed to their specifications
- Facilitate bi-weekly meetings with clients, sales agents and brokers to ensure SOW for work orders is up to their standards, discuss roadblocks and additional needs for renovations
- Create estimates for renovations needed on REO properties utilizing Xactimate
- Monitored vendor performance and ensured compliance to Service Level Standards.
Customer Service Specialist
Timberblinds/Metroshade
08.2016 - 05.2017
- Take incoming call orders from dealers
- Assist dealers with programming their motorized roller shades
- Place orders received via fax and customer service emails, as well as orders out of the sample email inbox
- Assist sales reps with placing quotes on dealers' behalf.
Quality Control Team Lead
AIM Your Way, LLC
01.2015 - 08.2016
- Provide statistical and performance-based feedback, and coaching to team members regularly
- Monitor teams daily orders, while consistently assisting to maintain company's quality standards by performing quality control on employee work
- Answered questions from departmental staff on a timely basis, gaining the trust and respect of peers
- Coordinated training and development of 15 team members to implement new policies and procedures, expanding knowledge base and improving competencies
- Updated training manuals with documented notes, resulting in a reduction in training time for new hires by 50%
- Created daily reports, including error logs to document issues and errors daily
- Meets deadlines on all projects and is flexible with unexpected challenges
- Provide excellent customer service and escalation-management on active projects
- Maintained a consistent adherence to aggressive SLA requirements to meet customer expectations
- Monitored vendor performance and ensured compliance to Service Level Standards.
Education
Associate degree - Working towards finishing my Real Estate degree
Collin College
Frisco, TX12.2023
Diploma -
McKinney High School
McKinney, TX05.2003
Skills
- Budget Planning
- Customer Service
- Project Management
- Vendor Management
- Tenant Relations
- Asset Management
- Team Leadership
- Analytical Thinking
- Property Management
- Organizational Skills
- Problem Solving
- Attention to Detail
Timeline
Resident Maintenance Specialist
American Homes 4 Rent
04.2023 - Current
Recurring Services Coordinator
Redfin Home Services
03.2022 - 11.2022
Vendor Specialist II
Redfin Home Services
02.2021 - 03.2022
Senior Preservation Associate
Altisource
12.2019 - 02.2021
Client Relations
Apex Asset Management
01.2019 - 11.2019
Account Manager
Globus Renovations
10.2018 - 01.2019
Field Service Senior Associate
InspectQ/Mr. Cooper
03.2018 - 10.2018
A/R Collections
Timberblinds/Metroshade
01.2018 - 03.2018
Rehab Team Lead
Truly Noble Services
05.2017 - 01.2018
Customer Service Specialist
Timberblinds/Metroshade
08.2016 - 05.2017
Quality Control Team Lead
AIM Your Way, LLC
01.2015 - 08.2016
Associate degree - Working towards finishing my Real Estate degree
Collin College
Diploma -
McKinney High School
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