Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sherri Markham

Chagrin Falls,OH

Summary

Collaborative, adaptable Director and Project Manager experienced in a broad spectrum of operations related to Customer Satisfaction and Success. Adept at contract negotiation, on site troubleshooting and evaluation, production of written action plans, and oversight of projects from inception to successful completion, while adhering to budgetary and time constraints. Excellent written and verbal communication. Well versed in process creation and improvement, evaluation and modification of subcontractor agreements, management of vendor adherence to established scopes of work and completion of contractual and warranty obligations, call center team building and performance management. Broad knowledge base of construction and post-closing homeowner warranty support for single family, condo, and town home developments.

Overview

19
19
years of professional experience

Work History

Senior Manager of Customer Care

Pulte Homes Of Ohio
06.2021 - 01.2023
  • Applied best practices in customer service and employee management to build a cohesive team and drive its performance while improving customer satisfaction survey scores.
  • Monitored key performance indicators (KPI's) and other metrics and developed actionable insights to improve efficiency, performance, and overall customer experience.
  • Created and implemented strategies to successfully de-escalate and resolve sensitive customer situations.
  • Collaborated with Legal team to resolve highly escalated (litigious) matters.
  • Created and conducted training and mentored team members to promote productivity, consistency, and commitment to "trusted advisor" relationship with customers.
  • Managed the team's handling of in-person, web chat, telephone, and email requests, while guiding appropriate solutions and alternatives to achieve timely resolution.
  • Developed new employees and on-going performance assessment of current employees.

Director of Administration and Customer Care

Dominion Homes, Inc.
08.2003 - 06.2021
  • Resolved complex projects from start to finish while managing customer expectations, vendor performance, budgets, and time constraints.
  • Served as corporate point of contact for all Legal, Attorney General, BBB, and local media communication, and represented Company in mediation and arbitration. Identified and eliminated loopholes and contradictions in contract language.
  • Selected and supported appropriate third party legal representation for individual legal matters. Researched and produced all documentation for interrogatories.
  • Managed Land and Warranty projects: identified scope, created written action plans, determined and retained appropriate vendors, and oversaw project completion. Oversaw transition from corporate work environment to fully remote setup, including identifying third-party remote server host and arranging physical relocation and updating of company server. Handled all IT troubleshooting with third party assistance as appropriate.
  • Managed HOA property management companies: annual budget review and adherence, deed restriction variance requests, and design review board determinations. Coordinated post-project community turnovers, both to municipalities and HOAs, including recovery of bond monies.
  • Wrote processes and trained all field personnel from Sales, Decorating Studio, Construction, and Warranty teams relative to appropriate customer communication and documentation. Trained Customer Care team for phone, chat, and email responses, while coaching and measuring attainment of targeted performance metrics.
  • Updated, improved, and expanded homeowner's warranty manuals for all home series.
  • Created customer satisfaction survey criteria and incorporated results into company wide directives and goals.
  • Responsible for cohesive corporate communication protocols ensuring consistency and accuracy, including creating corporate library of templates for nearly every type of inquiry.
  • Tracked subcontractor agreements for potential cost savings as business needs changed, updated contracts and ensured currency of indemnity agreements and Certificates of Insurance.

Education

No Degree - Business

Ashland University
Ashland, OH

Licenses & Certifications
09.2020

Skills

  • Customer Experience Improvement
  • Process and Performance Improvement
  • Motivational Leadership
  • Escalation Management
  • Data Tracking and Analysis
  • Continuous Quality Improvement (CQI)
  • Negotiation and Conflict Resolution
  • Report Preparation
  • Contract Negotiation, Creation, and Enforcement
  • Budgeting and Resource Management
  • Call Center Processes
  • Performance Tracking and Evaluations

Timeline

Senior Manager of Customer Care

Pulte Homes Of Ohio
06.2021 - 01.2023

Director of Administration and Customer Care

Dominion Homes, Inc.
08.2003 - 06.2021

No Degree - Business

Ashland University

Licenses & Certifications

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Sherri Markham