MANUEL ABREU
Director Of Customer Relations
Pennsauken,NJ
Summary
Customer and service executive driven by service excellence, quality, and organizational leadership. Brings senior-level experience leading customer relations, aligning sales and operations, and building high-performing teams with full accountability for performance and results. Recognized for setting strategic direction, strengthening customer loyalty, and driving continuous improvement initiatives aligned with business objectives.
Overview
16
16
years of professional experience
2
2
Languages
Work History
Director of Customer Relations
J.S. Hovnanian & Sons
02.2022 - Current
- Directed all Customer Relations and Homeowner Experience operations for a 62-year, highly regarded residential builder, serving as the executive owner of post-sale satisfaction, retention, and brand reputation.
- Oversaw enterprise-wide customer communications, service operations, retention strategy, and executive-level escalations, ensuring consistent, high-quality outcomes.
- Led, mentored, and evaluated departmental leadership and staff, establishing performance standards, accountability measures, and professional development plans.
- Designed and launched the HOV Customer Care (HCC) program, an innovative service model that elevated the customer experience and strengthened client engagement.
- Established customer experience standards, communication frameworks, and engagement strategies to drive consistency and improve homeowner satisfaction.
- Partnered cross-functionally with construction, sales, engineering, utilities, and third-party vendors to resolve complex, high-risk customer issues.
- Represented the organization through homeowner orientations, community-wide communications, and customer engagement initiatives, reinforcing trust and transparency.
- Analyzed service trends, KPIs, and performance data to identify root causes, improve operational efficiency, and reduce repeat issues.
- Delivered a premium, white-glove customer experience, balancing customer advocacy with policy enforcement and operational realities.
- Maintained strategic relationships with township inspectors, engineers, utility representatives, and service vendors to support timely issue resolution.
- Integrated sales-driven communication and upselling strategies into the customer experience, leveraging strong commercial and relationship-building skills.
- Streamlined customer service workflows and escalation processes, improving response times and departmental efficiency.
- Resolved sensitive internal and external conflicts, serving as a trusted mediator to maintain professionalism, morale, and organizational alignment.
General Manager / Administrator
Belen Home Improvement
04.2016 - 02.2022
- Held full operational and financial ownership of the business, overseeing day-to-day operations, scheduling, budgeting, staffing, and customer service delivery.
- Directed all sales and revenue-generating activities, including estimating, proposal development, contract negotiation, and client onboarding.
- Ensured high-quality service delivery and customer satisfaction, serving as the final point of escalation for client concerns.
- Led multi-trade field operations, supervising construction, electrical, plumbing teams, and subcontractors to ensure quality, safety, and schedule adherence.
- Maintained direct communication with investors, providing project updates, performance insights, and expectation management.
- Implemented daily performance and planning meetings, improving workflow efficiency, accountability, and team productivity.
- Owned marketing, advertising, and customer acquisition strategies, driving lead generation and sustained business growth.
- Recruited, interviewed, onboarded, and trained employees, building high-performing teams and reinforcing operational standards.
Catering Manager
Aramark | Adventure Aquarium
06.2010 - 03.2017
- Planned, directed, and executed high-profile, premium events, including weddings, corporate galas, and large-scale productions, delivering elevated guest experiences.
- Served as the primary client liaison, managing expectations through proactive communication and ensuring a seamless end-to-end event experience.
- Directed all event operations, including staffing, scheduling, audiovisual coordination, and on-site execution.
- Acted as the final point of escalation for guest concerns, resolving issues swiftly and professionally to protect brand reputation.
- Led and supervised banquet and event teams, enforcing service standards, workflow efficiency, and performance accountability.
- Coordinated complex logistics and vendor operations for major public events, including large-scale festivals such as the Tall Ships Festival.
Education
Business/Biology Coursework
Rutgers University
Camden, NJ01.2018
High School Diploma -
Pennsauken Technical Vocational High School
01.2010
Skills
- Client acquisition skills
- Premium customer service
- Staff development
- VIP services management
- Expert in Microsoft Office
- Scheduling solutions
- Oral presentation skills
- Process optimization
- Fluent in English and Spanish
Timeline
Director of Customer Relations
J.S. Hovnanian & Sons
02.2022 - Current
General Manager / Administrator
Belen Home Improvement
04.2016 - 02.2022
Catering Manager
Aramark | Adventure Aquarium
06.2010 - 03.2017
Business/Biology Coursework
Rutgers University
High School Diploma -
Pennsauken Technical Vocational High School