Stephen Kovats

Customer Care Representative

Responsible for daily customer care operations in new home construction, pre and post close of escrow. Successfully performing customer care duties at two new home villages located at The Reserve at Orchard Hills, Irvine, CA - Lago and Azul at Groves project locations. Overview of Job duties included as follows:

• Partnering in preparing homes with construction team for pre and final customer home orientation walk throughs in coordination with construction, sales, and new home buyers.
• Inspecting homes at final construction phase to identify, create, and provide quality walk documentation for construction department to review. This process aided construction and used customer care as outside agency to identify construction irregularities, missing, and non-working items, including standard and upgraded option items of new home.
• Manage scheduling and completing new homeowner warranty requests submitted by homeowners to Irvine Pacific Quality Assurance system. In support of completing service requests
• Supervising customer care team assistant and using organizational and manufacturer approved outside contractors to complete warranty work order requests.
• Scheduling and conducting new homeowner walk throughs and thoroughly convey and demonstrate functions of products and features of new homes.
• Schedule and supervised customer care assistant and trade contractors working at customer's homes.
• Perform bi-monthly duties with customer care team rotation participating with week service of After-Hours/Weekend Emergency On -Call monitor of homeowner service requests.
• Responsible for Eliant Survey program used to identify homeowner response surveys at project tracts to achieve 90% or better in key measures.

Essential personal time away from professional career to manage household full-time and provided care for my child's homeschooling schedule during Covid-19 Pandemic.

Responsible for small business daily operations in support of $5+ Million annual revenue manufacturer of CNC and Automatic precision machined metal components. Supplying to Commercial, Aerospace, and Defense industries.

• Responsible for directing and managing daily activities supporting organization directives, goals, and objectives to departmental managers and support staff.
• Daily office administrative managerial duties included customer service, sales, purchasing of materials and supplies, production planning, inventory controls, and order shipping/ scheduling. Direct involvement with company president, plant manager, departmental managers with customer and organizational directives.
• Developed and led successful weekly/ monthly staff meetings with goals and objectives consistent with current production and customer/market demands. Implemented continuous lean manufacturing directives to managing staff and manufacturing production team members. Results achieved with increases to cross functional team performance, production quality with value added service.
• Partnered with departmental lead staff daily for maintaining alignment of company operations to conform with HR, Safety, and Environmental practices, procedures, and policies. Example: Organized safety meetings with staff to identify, address, train, and document procedures. Implemented 5S practice reduced hazard and accident levels. Production waste and accident/exposure reduced.

• Responsible for scheduling production jobs, assisting in estimating costs and lead-times, assisting in purchasing raw material and operational supplies, customer order entry, shipping & receiving scheduling, and logistics. Customer care follow up with orders.
• Created streamlined production schedules and collaborated with production employees to communicate objectives and goals.
• Managed continuous improvement initiatives to drive gains in quality, flow, and output.
• Participated in all employee training programs, safety programs, and plant improvement projects in accordance with organizational and HR company operating goals.
• Partnered with IT department in developing and implementing custom operational management software program to organize all company processes into one system.
• Standardized production procedures, job roles, and quality assurance guidelines.