Rory Shand
Orlando
Summary
Dynamic Roofing Project Manager with a proven track record at G&A Certified South, excelling in project management and customer relationship management. Expert in cost estimation and contract negotiation, I consistently deliver projects on time while fostering strong client connections, ensuring satisfaction and retention. Passionate about driving success through effective teamwork and strategic planning.
Overview
28
28
years of professional experience
Work History
Roofing Project Manager/Sales Executive
G&A Certified South
St. Cloud
06.2018 - Current
- Led cross-functional teams to ensure project alignment and timely execution.
- Developed project plans and schedules to guide team activities and deliverables.
- Monitored project progress to ensure adherence to timelines and quality standards.
- Prepared cost estimates for projects of varying sizes.
- Identified risks associated with each project and developed strategies for mitigating those risks.
- Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
- Developed strong relationships with clients to understand their needs and provide solutions.
- Managed customer inquiries and resolved issues to ensure satisfaction and retention.
- Used cold calling and networking to sell products and services.
- Resolved customer complaints in a timely manner while providing excellent customer service.
- Negotiated contracts and closed agreements to maximize profit.
Public Adjuster
I File Claims LLC
Tampa
05.2022 - 01.2026
- Evaluated insurance claims to determine coverage and settlement amounts.
- Negotiated with insurance companies to advocate for client interests.
- Conducted thorough inspections of properties to assess damages and losses.
- Coordinated with contractors responsible for repairing or replacing damaged property.
- Conducted on-site inspections of damaged property and documented findings in detailed reports.
- Attended mediations, arbitrations, court hearings, and other meetings related to client claims.
- Filed appeals with insurers when initial claims were denied or underpaid.
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
- Drafted statement of loss to summarize damages, payments and underlying policy coverage.
- Traveled to customer sites to evaluate fallen trees, leaking roofs and other issues to create accurate cost estimations.
Sales Advisor
Environmental Air Group
Pembroke Pines
01.2016 - 05.2018
- Conducted product demonstrations to showcase features and benefits.
- Facilitated training sessions for new sales staff on product knowledge and techniques.
- Identified customer needs and tailored solutions accordingly.
- Maintained accurate records of all sales activities, including contacts, accounts, orders, payments.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Performed cold calling to generate leads for prospective clients.
Resale Account Executive
ADT Security LLC
Orlando
09.2010 - 12.2015
- Sales of ADT Security equipment and service contracts to the residential home security customer segment, primary responsibilities include customer reacquisition from customer accounts previously canceled for negative payment history, territory management, installation coordination, new accounts pipeline development, customer conflict resolution
- Successfully closed many sales originating from challenging customer situations utilizing mediation skills.
- Achieved over 100% to plan in unit sales matrix for 2012.
- Awarded Top Performer in unit sales for months of February 2011 November 2012.
Call Center Retention Specialist
Sprint
Altamonte Springs
03.2008 - 04.2010
- Responsible for driving awareness of the value of maintaining a relationship with Sprint to customers actively trying to cancel their Sprint accounts, research and analyze account issues, regain customer trust with empathy and a structured set of save tools and protocols, resolve customer challenges
- Consistently exceeded account retention, quality, issue resolve, and call time matrixes.
- Enhanced call volume control by working overtime as call volume required.
- Attained matrix based intermediate to maximum bonus tier payout 10 out of 12 months in 2009.
Sales Representative
Protection Networks
Oakland Park
04.2002 - 03.2008
- Responsible for expanding market expansion of residential home security accounts in West Palm Beach area, lead generation, territory development, prospecting in person and by phone, present and negotiate solutions.
- Coordinated installation and repairs with contractors.
- Increased sales by 30% in 2005 utilizing telemarketing campaigns.
- Build and maintain referral pipeline with referral partners in affiliated industries.
Customer Service Activation Specialist
Spherion to Sprint
Altamonte Springs
07.2001 - 04.2002
- Customer Activation specialist tasked with enthusiastically welcoming new customers to Sprint while activating their devices and displaying their potential opportunities to maximize their uses of their new devices with all of Sprints add on services.
- Consistently exceeded account activation, quality, and call time matrixes.
- Enhanced call volume control by working overtime as call volume required.
- Responsible for activating over $972,000 in annual revenue in 9 months.
Vacation counselor
Interval International
Miami
07.1998 - 06.1999
- Assisted members with timeshare trading and vacation planning while meeting organizational goals, rebuilding membership value, and closing membership extension agreements, assist customers with challenging issues.
- Direct members to vacation locations based on their needs and availability through persuasion.
- Ranked #1 for call quality.
Education
Business Administration -
Penn State University
Media, Pa01.1988
Skills
- Project management
- Risk assessment
- Contract negotiation
- Project scheduling
- Cost estimation
- Customer relationship management
Other Information
- Music (Piano, Salsa)
- Outdoor activities (tennis and swimming)
Timeline
Public Adjuster
I File Claims LLC
05.2022 - 01.2026
Roofing Project Manager/Sales Executive
G&A Certified South
06.2018 - Current
Sales Advisor
Environmental Air Group
01.2016 - 05.2018
Resale Account Executive
ADT Security LLC
09.2010 - 12.2015
Call Center Retention Specialist
Sprint
03.2008 - 04.2010
Sales Representative
Protection Networks
04.2002 - 03.2008
Customer Service Activation Specialist
Spherion to Sprint
07.2001 - 04.2002
Vacation counselor
Interval International
07.1998 - 06.1999
Business Administration -
Penn State University