Shelby Gerowe
Owings,MD
Summary
Experienced Roofing Director skilled in managing roofing projects and teams. Expertise in client coordination, safety compliance, project estimation, and budget management drives cost-effective operations and high-quality results. Enhanced operational efficiency and customer satisfaction through strategic planning and decisive leadership.
Overview
1
1
Certification
3
3
years of post-secondary education
10
10
years of professional experience
Work History
Director of Roofing
HomeFix Remodeling & Construction, HomeFix
Laurel, MD
05.2025 - Current
- Supervised roofing installation and repair projects for residential properties.
- Coordinated schedules and resources for roofing crews and subcontractors.
- Ensured compliance with safety regulations and quality standards on job sites.
- Managed inventory of roofing materials and equipment for efficient operations.
- Conducted site assessments to determine project requirements and challenges.
- Developed relationships with suppliers to secure quality materials at competitive prices.
- Collaborated with clients to identify their needs and develop a plan for meeting those needs in an efficient manner.
Customer Service Manager
Sila Heating and Air
Beltsville, Maryland
09.2024 - 05.2025
- Managed work schedules to ensure complete customer coverage.
- Built and maintained customer relationships to enhance rapport and satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Built and maintained relationships to promote rapport with customers.
- Resolved product and consumer complaints through effective communication skills.
Director, Call Center
Home Genius Exteriors
Hyattsville, Maryland
01.2024 - 09.2024
- Collaborated with supervisors to identify trends and develop strategies that enhanced overall call center operations.
- Provided backup support by taking calls during high-volume periods.
- Developed training programs for staff to enhance communication skills and performance.
- Created training programs that improved staff communication skills and performance.
- Coordinated cross-departmental initiatives that strengthened customer relationship management efforts.
- Coordinated cross-departmental initiatives to support customer relationship management efforts.
- Provided backup support by taking calls during high-volume periods or when staffing levels were low due to absences or attrition.
Call Center Operations Manager
Closet America
Hyattsville, MD
11.2016 - 01.2024
- Managed a team of 10+ customer service representatives in a high-volume call center environment.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Maintained positive customer relations by promptly addressing issues and implementing effective corrective actions.
- Resolved escalated customer complaints in a timely manner.
- Implemented quality assurance measures to enhance customer satisfaction and support.
- Analyzed call center metrics to identify trends and recommend improvements in service delivery.
- Collaborated with departments to streamline processes and enhance overall customer experience.
- Collaborated with other departments to streamline processes and improve customer experience.
- Reviewed reports regularly to analyze call center performance against established goals.
Education
Bachelor of Science - Business Administration And Management
Castleton State College
Vermont 08.2009 - 06.2012
Bachelor of Science - Marketing
Keuka College
Keuka Park, NYSkills
- Roofing Project Management
- Safety compliance
- Quality Assurance
- Process Improvement
- Project coordination
- Schedule management
- Inventory management
- Training Program Development
- Call Monitoring
- Emergency Response
- Customer Relationship Management
- Team leadership
- Coaching and mentoring
- Decision-Making
- Strategic Planning
- Reporting
- Scheduling coordination
- Quality assurance
Certification
Maryland Manufacturing Future Leaders Program, MEP, 2022
Middle Initial
S
Timeline
Director of Roofing
HomeFix Remodeling & Construction, HomeFix
05.2025 - Current
Customer Service Manager
Sila Heating and Air
09.2024 - 05.2025
Director, Call Center
Home Genius Exteriors
01.2024 - 09.2024
Call Center Operations Manager
Closet America
11.2016 - 01.2024
Bachelor of Science - Business Administration And Management
Castleton State College
08.2009 - 06.2012
Bachelor of Science - Marketing
Keuka College