Joshua Williams
Richardson,TX
Summary
Seasoned professional with ten years' 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. Five 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
11
11
years of professional experience
Work History
Regional Vendor Specialist
AMH
07.2024 - Current
- Conduct meetings with newly onboarded vendors both virtually (via Teams) and in person.
- Discuss the premier program and its benefits.
- Explore opportunities to add additional scopes to vendors' service lists.
- Negotiate bids to achieve optimal pricing.
- Analyze discrepancies to identify trends from premier vendors who may not be following the premier agreement.
- Highlight areas of overspending to leadership to ensure districts remain aligned with budgetary goals.
- Engage with leadership from teams that collaborate with the Regional Vendor Specialist (RVS) role, including NTS, Vendor Management, Pricing, and Local leaders.
- Inspect occupied properties to verify the quality of work performed by vendors and ensure compliance with approved standards.
- Conduct introductory walkthrough of vacant homes with vendors to ensure they understand the AMH standards for the Turn process.
Resident Maintenance Specialist
American Homes 4 Rent
04.2023 - 07.2024
- Reduced maintenance costs through thorough analysis of repair needs and prioritization of tasks.
- Streamlined work order management for enhanced productivity, effectively managing team of technicians.
- Enhanced communication between departments, facilitating prompt responses to maintenance requests and reducing delays in repairs.
- Leveraged strong organizational skills to manage competing priorities under tight deadlines, ensuring timely completion of all tasks.
- Scheduled and oversaw maintenance, repair and installation activities.
- Ensured compliance with local building codes and regulations through regular communication with city inspectors during routine audits or site visits.
- Provided ongoing training opportunities for fellow maintenance staff members to improve their skills in various areas related to property management.
- Coordinated with vendors and contractors for specialized maintenance tasks, ensuring projects were completed on time and within budget constraints.
- Contributed to increased tenant retention rates through exceptional customer service and rapid response to maintenance requests.
Recurring Services Coordinator
Redfin Home Services
03.2022 - 11.2022
- Perform data management by QC'ing completed work orders for accuracy to ensure vendors were meet Redfin standards
- Facilitate bi-weekly meetings with Recurring service vendors to ensure all are on same page
- Revise service guidelines to improve 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 company in recurring charges
- Develop and deliver training for processes, procedures, and business requirements
- Research and respond to operational, system and procedural questions 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
Diploma - General Studies
McKinney High School
McKinney, TX05.2003
Some College (No Degree) - Real Estate
Collin College
Frisco, TXSkills
- Cost management
- Service excellence
- Project coordination
- Vendor Management
- Tenant support services
- Collaborative team management
- Problem-solving aptitude
- Asset management
- Strong organizational abilities
- Meticulous attention to specifics
Timeline
Regional Vendor Specialist
AMH
07.2024 - Current
Resident Maintenance Specialist
American Homes 4 Rent
04.2023 - 07.2024
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
Some College (No Degree) - Real Estate
Collin College
Diploma - General Studies
McKinney High School
Similar Profiles
Daniel SargentDaniel Sargent
Regional Maintenance Supervisor at AMHRegional Maintenance Supervisor at AMH
Kevin GrossKevin Gross
Resident Manager at AMHResident Manager at AMH
Gayle Phillips (Martin)Gayle Phillips (Martin)
Maintenance Coordinator/Specialist at AMHMaintenance Coordinator/Specialist at AMH
PARKER SLAVENSPARKER SLAVENS
Senior Account Manager at GenpactSenior Account Manager at Genpact
Austen EppersonAusten Epperson
District Manager at Jimmy John'sDistrict Manager at Jimmy John's