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MARK FAGEN
Mesa,USA
Summary
Deliver exceptional customer service by effectively managing inquiries and resolving conflicts. Skilled in warranty management and exceeding completion goals, contributing to enhanced customer satisfaction and operational efficiency. Knowledgeable in the homebuilding industry, with a strong ability to train and support team members.
Overview
26
26
years of professional experience
Work History
Senior Customer Care Representative
KB Home
Phoenix, USA
04.2016 - 06.2026
- Received homeowner complaints Via email and phone calls scheduled inspections regarding concerns assessed the issue to determine if it’s warrantable or not and scheduled the work. oversaw to completion for sign-off.
- Met the homeowner during the new homeowner Orientation. Walked the house to inspect defects prior to the homeowner moving in.
- Maintained professionalism while resolving customer complaints to enhance satisfaction and trust.
- Conducted follow-up meetings with homeowners at 10-day, 30-day, 6-month, and 10-month intervals to address concerns and ensure satisfaction.
- Inspected the homeowners' concerns and scheduled their warranty work and Trained Co Workers to succeed.
- Exceeded goal of warranty work completion 7-10 day time frame.
- Maintains budgets on Purchase orders issued to subcontractors and reimbursements to homeowners.
- Examined weekly claim aging reports to assess performance and develop strategies for timely resolutions.
- Negotiated with staff and subcontractors to effectively address defects and resolve customer complaints.
- Trained new employees on procedures and policies to maximize team performance.
- Collaborated with contractors to assess performance and ensure timely project completion, enhancing service delivery.
- Assessed houses under legal with the help of Legal Counsel. scheduled repairs and oversaw to completion
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Managed customer inquiries using HB1 software to track interactions and resolutions.
- Trained new representatives on company policies and customer service best practices.
- Delivered insights to management on customer trends and recommended service enhancements for improved customer experience.
- Consulted with customers regarding needs and addressed concerns.
- Managed challenging customer situations with tact and professionalism to maintain positive relationships.
- Resolved escalated customer complaints in a timely manner.
- Responded to incoming customer inquiries with exceptional service to enhance customer experience.
- Monitored customer feedback surveys to identify areas of improvement.
Facilities Coordinator
Petco
San Antonio, USA
03.2012 - 01.2014
- Coordinated resources and delegated assignments to maintain efficient building operations.
- Oversaw vendor-provided building, janitorial, pest control and landscaping services.
- Managed system work orders by distributing assignments and closing out completed work after walk-throughs.
- Directed emergency response to serious building issues to contain problems, control damages and develop corrective plans.
- Handled general and routine maintenance such as basic plumbing issues and HVAC troubleshooting.
- Called in equipment repair services.
Warranty /Project Manager
Main Street Homes
Austin, USA
10.2009 - 04.2012
- Walked houses under construction and did team walks to uncover defects and bring them to the superintendents' attention to make the repairs.
- Reviewed warranty complaints met with homeowners to evaluate defects scheduled the warranty work to completion and signed off on repairs.
- Completed warranty work within 10 days.
Customer Service Representative
KB Home
San Antonio, USA
04.2000 - 04.2008
- Fielded customer complaints and queries, expediting problem resolution to enhance customer satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Handled homeowner complaints through email and phone, coordinated inspections, and ensured timely task completion for improved service delivery.
- Processed documentation and resolved discrepancies, ensuring accuracy and efficiency.
Education
High School Diploma -
Mc Corristin
TRENTON, NJ06-1984
Some College (No Degree) - Commercial And Advertising Art
Mercer County Community College
Trenton, NJSome College (No Degree) - Computer Graphics
San Antonio Art Institute
San Antonio, TXSkills
- Customer relationship management
- Customer service
- Conflict resolution
- Quality assurance
- Warranty management
- Homeowner inspections
- Budget management
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Just promoted to Senior Customer Service rep due to hard work and dedication and problem-solving skills.
- Recognized as part of the community team of the year in 2017 and 2018 for outstanding performance and team contributions.
Timeline
Senior Customer Care Representative
KB Home
04.2016 - 06.2026
Facilities Coordinator
Petco
03.2012 - 01.2014
Warranty /Project Manager
Main Street Homes
10.2009 - 04.2012
Customer Service Representative
KB Home
04.2000 - 04.2008
High School Diploma -
Mc Corristin
Some College (No Degree) - Commercial And Advertising Art
Mercer County Community College
Some College (No Degree) - Computer Graphics
San Antonio Art Institute