Michael Ireland
Ocoee
Summary
Customer Care and Maintenance professional with 20+ years of experience in residential construction, property management, and client relations. Proven track record of reducing service response times, exceeding customer satisfaction goals, and supervising maintenance operations across large-scale communities. Skilled in troubleshooting, contractor coordination, and delivering high-quality results on time and within scope.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Century Communities
2023.04 - 2025.08
- Resolved 92% of homeowner service requests within 15 days.
- Achieved 98% of customer service KPIs and ranked #2 in Southeast region survey scores (Q2 2025).
- Coordinated contractors and expedited repairs to maximize homeowner satisfaction.
Customer Care Representative
Toll Brothers
2018.03 - 2023.02
- Managed and expedited homeowner service requests through subcontractor coordination.
- Consistently met performance goals in customer satisfaction and service response time.
Construction Manager Trainee
Lennar Homes
2017.05 - 2018.03
- Assisted in supervising residential construction projects and maintaining job schedules.
- Enforced safety compliance and managed completion of punch lists and orientations.
Maintenance Supervisor
Access Residential Management
2015.04 - 2017.04
- Directed maintenance operations for 1,400+ homes across a 500-acre community.
- Oversaw vendor coordination, preventive maintenance, and clubhouse/facility repairs.
Maintenance Supervisor
EPOCH Management
2013.10 - 2015.04
- Supervised staff and scheduled day-to-day maintenance activities.
- Upgraded systems and implemented cost-effective equipment modifications.
Contractor
JGLM Construction
2012.01 - 2013.04
- Completed commercial remodeling and residential renovation projects.
Maintenance Supervisor
ZRS Management
2002.03 - 2012.04
- Supervised a team of 7 employees handling community-wide maintenance.
- Planned and implemented safety upgrades and productivity improvements.
Education
Diploma -
Churchill High School
Pittsburgh, PAElectrical & HVAC
Beaufort Career Education Center
Carpentry
Forbes Trail East Technical School
Skills
- Customer Service & Conflict Resolution
- Residential Construction & Home Warranty Management
- Electrical, HVAC, Plumbing & Carpentry
- Contractor & Subcontractor Coordination
- Preventive & Corrective Maintenance
- Leadership & Team Supervision
Certification
- OSHA 10 certification
- EPA Universal Certification
- Hyphen Solutions Buildpro proficient
Timeline
Customer Care Representative
Century Communities
2023.04 - 2025.08
Customer Care Representative
Toll Brothers
2018.03 - 2023.02
Construction Manager Trainee
Lennar Homes
2017.05 - 2018.03
Maintenance Supervisor
Access Residential Management
2015.04 - 2017.04
Maintenance Supervisor
EPOCH Management
2013.10 - 2015.04
Contractor
JGLM Construction
2012.01 - 2013.04
Maintenance Supervisor
ZRS Management
2002.03 - 2012.04
Electrical & HVAC
Beaufort Career Education Center
Carpentry
Forbes Trail East Technical School
Diploma -
Churchill High School