Mario Fannin
Senior Level III Residential Warranty Management
Fayetteville,GA
Summary
Dynamic and results-driven professional with over 25+ years of experience in the construction industry, specializing in warranty processes for residential projects. Expertise in team management, complex problem resolution, and delivering exceptional customer satisfaction. Strong interpersonal, written, and verbal communication skills complement a highly organized and detail-oriented approach. Eager to leverage an extensive background in construction, customer service, and warranty administration for senior-level positions such as Warranty Service Manager, Warranty Coordinator, or Construction Warranty Manager.
Overview
21
21
years of professional experience
Work History
Customer Service Division Warranty Manager
D.R. Horton Home Builders
Sandy Springs, GA
03.2022 - 12.2025
- Coordinate multiple projects at one time resolving in depth results in a methodical approach independently and with internal and external business partners to find appropriate resolution, efficiencies with a high level of professional knowledge.
- Leads a team of 27+ managing warranty claims for residential home builds, ensuring timely resolution and superior homeowner satisfaction through effective coordination with contractors and internal departments.
- Facilitate efficient communication between all relevant departments involved in processing warranties, fostering a collaborative environment that supports successful resolutions.
- Managed budgetary responsibilities for the warranty department ensuring cost-effective allocation of resources.
- Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns and disputes.
- Maintained up-to-date knowledge of industry best practices and regulatory requirements to ensure the warranty department operates in compliance with all applicable standards.
- Enhanced team performance through consistent training, coaching, and mentoring of warranty department staff.
- Conduct site visits, inspections, and repairs as needed on site during visits.
- Implemented a user-friendly online system for customers to submit their claims conveniently while expediting the review process internally.
Area/Regional Manager
D.R. Horton Home Builders
Sandy Springs, Georgia
01.2012 - 01.2022
- Oversees 14+ warranty service personnel within a designated region, ensuring delivery of quality warranty services and homeowner satisfaction.
- Met with 2000+ homeowners and subcontractors to resolve warranty disputes.
- Reviewed service requests, managed assignments and provided coaching and guidance to warranty service managers.
- Trained, communicated with and developed all warranty service personnel.
- Lowered the average completion time for service requests and improved homeowner satisfactions.
- Maintained and enforced all budgets related to warranty services, resulting in budget compliance success and costs cut.
Warranty Technician
D.R. Horton Home Builders
Sandy Springs, Georgia
01.2005 - 01.2012
- Evaluates residential repair issues and facilitates all customer warranty requests by scheduling subcontractors to make repairs.
- Provided exceptional customer service to 600+ homeowners, ensuring timely communication on the status of warranty claims and repairs, resulting in a satisfaction percentage score of 88%.
- Processed 650+ written or electronic work orders and/or verbal instructions from supervisor for homeowner repair.
- Ensured repairs were completed within compliance standards and certified warranty work completion within contractor obligations.
- Coordinated and schedule repairs with contractors and customers.
- Trained new technicians in company procedures, contributing to a consistent level of service across the team.
- 30+ years of experience in residential construction, home repairs, or warranty service
- Strong carpentry, drywall, painting, and general home repair skills
- Excellent customer service and communication abilities
- Ability to work independently and manage multiple service calls
- Reliable, detail-oriented, and solution-focused
Education
High School Diploma -
Benjamin E. Mays High School
Atlanta, GA06.1982
Skills
Microsoft Word, Microsoft Powerpoint, Microsoft Outlook, Microsoft Excel, CRM Software
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 30+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Documented and resolved over 2500 work orders per year in which led to consistently delivering a high level of quality services.
- Extensive experience in handling warranty resolution from initial homeowner contact through final approval with a positive results.
- Coordinating contractors, inspecting workmanship, enforcing service standards, and ensuring quality outcomes.
- Calmly de-escalate conflicts with customers in a professional manner and deliver timely resolution.
- I’ve honed cross-functional collaboration, staff coaching, and performance optimization to uphold company polices with new trainees.
Technical Experience
HVAC Resolution
Plumbing Resolution
Electric Resolution
Structural
Flooring
Cabinetry
Carpentry
Framing
Landscaping
Drywall
Painting
Millworks
Decking
Roofing
Timeline
Customer Service Division Warranty Manager
D.R. Horton Home Builders
03.2022 - 12.2025
Area/Regional Manager
D.R. Horton Home Builders
01.2012 - 01.2022
Warranty Technician
D.R. Horton Home Builders
01.2005 - 01.2012
High School Diploma -
Benjamin E. Mays High School