Oswald Graham
Gainesville,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience customer relations. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Lot Acquistions Specialist
NVR Inc
07.2016 - 10.2020
- Identified and resolved issues to mitigate closing delays and construction disruptions.
- Prepared HUD1 and all other pertinent closing documentation.
- Identified and resolved supply chain issues to mitigate delays and production disruptions.
- Maintained documentation for all purchases.
- Reviewed all executed closing documents to ensure accuracy.
- Made valuable contributions to planning, distribution, collection and recordation of HUD 1 and all other required documents.
- Developed and implemented strategies to enhance process proficiency.
- Maintained effective and lasting relationships with developers, bankers, builders and vendors through dynamic communication, collaboration, and intelligent questioning skills.
- Implemented innovative management strategies to streamline acquisition process.
- Tracked and monitored progress on lien waivers, contracts, executed closing documents, checks and wire payments.
- Collaborated with internal departments to identify and manage demand for material and services.
- Worked with departments to find new and better items to fulfill diverse needs.
- Maintained organized file management system to promote accessibility.
- Conducted research, identifying potential issues and potential options for resolution.
- Tracked and monitored progress on lot delivery and contracts.
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Participated in team projects, demonstrating ability to work collaboratively and effectively
- Delivered services to customer locations within specific timeframes
- Developed and maintained courteous and effective working relationships
- Adaptable and proficient in learning new concepts quickly and efficiently
- Organized and detail-oriented with strong work ethic
- Demonstrated strong organizational and time management skills while managing multiple projects
- Demonstrated respect, friendliness and willingness to help wherever needed
- Proved successful working within tight deadlines in fast-paced environment
- Participated in team projects, demonstrating ability to work collaboratively and effectively
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
Customer Relations Specialist
NVR Inc
Reston, Virginia
03.2011 - 07.2016
- Answered over 100 calls regarding product and service questions, providing insight and solutions.
- Managed online services requests and inquiries.
- Developed and updated databases to handle customer data.
- Collaborated with production and service team members to stay current on products, execute warranty service, and resolve customer issues.
- Improved product knowledge on continuous basis to provide optimal service and achieve department goals.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Contributed subject matter expertise to monthly team meetings, recommending process improvements for entire department.
- Logged call information and solutions provided into internal database.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated with customers to assess and address individual needs, providing timely and quality support via company systems.
Education
Bachelor of Arts - Psychology
SUNY @ Oswego
Oswego, NY08.2010
Skills
- Customer Relations
- Microsoft PowerPoint
- Call Center Operations
- Customer Relationship Management
- Microsoft Excel
- Microsoft Word
- Report Preparation
- ADP Workforce Now
- Microsoft Windows
- CRM Software
- Account Management
- Active Listening
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction with 90% accuracy.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Recipient of the Gainesville Hero Award for community service
- Serviced as Vice President and Equipment Director for Gainesville Basketball Association for 10 years.
Coaching youth basketball and football
- Coached boys flag and tackle football teams in Prince William County for 10 years and won 3 league championships
- Taught football fundamentals, strategies and safety
- Coached boys basketball teams ranging from 9-18 year olds and won 2 league championships on 2 different age groups
- Taught basketball fundamentals and strategies
- Created practice and game plans
Timeline
Lot Acquistions Specialist
NVR Inc
07.2016 - 10.2020
Customer Relations Specialist
NVR Inc
03.2011 - 07.2016
Bachelor of Arts - Psychology
SUNY @ Oswego
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