Michael POTTS

• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Supervised [Number] [Job title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Created customer support strategy to increase customer retention.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Developed documentation and logs of implemented solutions and generated and submitted reports.
• Coached employees through day-to-day work and complex problems.
• Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
• Assists and completes work orders generated from resident requests for service, as well as routine upkeep on the community by diagnosing the source or cause of the defect or problem, and making repairs in accordance with established policies, procedures, safety standards, and code requirements.
  3. Oversees and completes the “make-ready” process to prepare vacant apartment homes for leasing and new moveins by completing the pre-move-out inspection, creating a “punch” list of maintenance work needed, scheduling vendors and contractors as needed, obtaining needed supplies and materials, completing all maintenance tasks, and inspecting completed work.
  4. Develops standards for the cleanliness and overall appearance of the community’s grounds, amenities, building exteriors, market ready unit interiors, breezeways, curbs, signage, leasing office, central garbage areas, parking lots, and other buildings and common areas to ensure that they reflect and represent the high quality of the community and Greystar standards.
  5. Periodically inspects work performed by other service team members to assess effectiveness of policies and procedures and develop corrective action plans as needed.
  6. Periodically inspects work performed by contractors, vendors and other service providers to verify the work, materials and services meet quality standards, scope and specifications as required.
  7. Maintains adequate inventory of spare parts and maintenance materials and works with Community Manager to order supplies and tools as needed to stay within budgetary guidelines.
  8. Completes monthly preventative maintenance procedures as outlined in the Policy and Procedure Manual.
  9. Supports cost-cutting and expense control programs by fixing rather than replacing parts when possible, not being wasteful with materials and supplies, and practicing the correct use for tools and equipment.
  10. Conducts regularly scheduled Greystar safety meetings, ensure all MSDS sheets are current and readily accessible, and keeps up to date on all OSHA and other safety related laws and requirements to ensure community compliance.
  11. Demonstrates customer services skills by treating residents and others with respect, answering questions from team and residents, responding sensitively to complaints about maintenance services, and assigned work orders with efficiency and urgency
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• Handy man services/ construction
• Various construction and maintenance projects including but not limited to; Roofing, Snow Removal, Wall Replacement, Fence Installation, Painting, Room Restoration, Lawn Care, Fall/ Spring Cleanup, Sheet rocking, etc.
• Managed multiple client's requests and made sure all work was done accurately and completed on time
• Renovated kitchens and bathroom
• Coordinated materials to maintain steady flow and meet productivity objectives.
• Initiated onsite safety program and properly trained team members to decrease injuries.
• Completed accurate material and labor estimates for jobs with $[Amount]+ budgets.
• Handled issues with relative ease by implementing best practices and applying critical thinking skills to find best solutions.
• Reviewed project details to specify correct materials and equipment for job sites.

• Created and implemented maintenance program to optimize operational efficiency and reduce downtime.
• Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
• Supervised employee performance, preventive maintenance and safety.
• Verified building areas were working optimally and kept clean.
• Sourced outside contractors for special projects and oversaw bidding and selection processes.
• Supervised safety, prevention and fire protection programs.
• Delegated tasks to carefully selected employees in alignment with resource management goals.
• Monitored building systems and directed preventive maintenance.
• Established clear procedures for handling repairs, planning maintenance and completing building updates.
• Procured pricing information from various vendors to support cost-effective purchasing.
• Managed efficient teams of up to [Number] employees.
• Provided guidance to management regarding project bids for onsite improvements.
• Established and documented protocols for preventive maintenance procedures, decreasing equipment issues and reducing downtime [Number]%.
• Worked frequently with mechanical and plumbing systems to complete knowledgeable inspections and skilled repairs.
• Reviewed technical documentation to complete equipment maintenance and repair.
• Contributed to development, implementation and execution of maintenance programs.
• Assessed operating conditions and adjusted settings to maximize performance and equipment longevity.
• Developed and implemented building operations and maintenance policies.
• Created work schedules and set up training for [Number] employees working on [Type] equipment.
• Rolled out improved training programs for maintenance employees.
• Implemented scheduled maintenance, retooling production status sheets and driving [Number] tasks to achieve scheduling effectiveness.
• Developed and implemented employee incentive programs to promote top performance.

· Oversaw scheduling of Mitigation jobs, resources and crews

· Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

· Managed job file documentation, efficiency, and job profitability

· Inspected job sites in accordance with IICRC standard and Company's Guidelines

· Coordinated with adjusters, homeowners and office personnel

· Excellent Customer Service skills

· Coordinated with management

· roject Managed both residential and commercial projects

· Traveled Nationally 40% of the time

· Managed mitigation and virus worked

· Managed job file documentation, efficiency, and job profitability

· Inspected job sites in accordance with IICRC standards and company's guidelines

· Excellent customer service skills

· Great sales skills

· Coordinated with corporate, adjusters and homeowners

· Oversaw company's processes relating to customers, and taking care of the customers’ needs.

· Reviewed all job paperwork

· Explained processes and answer customers questions

· Performed production processes as scheduled and ensure quality control

· Monitored, communicated, and responded to customers’ needs/concerns

· Inspired team members by fostering positive environment and boosting employee confidence

• Identified plans and resources required to meet project goals and objectives.
• Oversaw high profile projects for by planning, designing, and scheduling phases.
• Fostered relationships with vendors to promote positive working relationships.
• Managed projects from procurement to commission.
• Developed and initiated projects, managed costs, and monitored performance.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Modified and directed project plans to meet organizational needs.