Tony Pilallis
West Palm Beach,USA
Summary
Customer care professional with extensive experience in residential homebuilding, focused on delivering exceptional homeowner experiences and building strong relationships with customers, trade partners, and internal teams. Skilled in warranty and service coordination, problem resolution, and navigating complex customer concerns with professionalism and empathy. Known for strong communication, collaboration, and a hands-on approach to ensuring quality service and customer satisfaction in fast-paced building environments.
Overview
18
18
years of professional experience
Work History
Senior Customer Care Manager
Pulte Homes
Port St Lucie, FL
01.2020 - Current
- Consistently ranked top three among my peers both locally and nationally on monthly reports
- Lowest spend per unit across division within customer care managers
- Member of community of the year within division for 2025
- High performer amongst 18 other customer care managers to obtain team and cultural goals
- Often outperformed on all four matrix category goals consistently each year
- Handle special assignments stemming from corporate complaints
- Supervise with a team of three to oversee all aspects of customer service for 900 plus home community
- Conduct quality inspections for new home construction prior to closing
- Meet and greet with new homeowners prior to close to ensure smooth transition from construction to warranty after closing
- Evaluate homeowner service requests and schedule with trades on appointments
- Schedule and complete homeowner service requests in given 21 day time frame by division standards
- Average ticket turnaround time 3.57 days. Top tier nationally
Customer Care Manager
Lennar Homes
01.2019 - 01.2020
- First in division among 13 other reps for ticket completion 11 straight months
- Handle corporate or escalated cases for unresolved home issues
- Train new hires on day to day operations and Salesforce operating system
Medical Transporter
Lawnwood Regional Hospital
01.2015 - 01.2019
- Responsible for coordinating with Radiology front desk and Cat Scan departments for patient delivery in timely/safe manner
- Assist personnel with transferring patients to and from beds, wheelchairs and stretchers from different units on within the hospital
- Follow standard precaution using personal protective equipment as required
- Orient and mentor new staff members
- Start or assist with IV lines for inpatient or outpatient clients for scheduled testing
Tire Manager
Firestone Complete Auto Care
01.2013 - 01.2015
- Worked with service and store manager to maintain a safe and productive work environment on the shop floor. This included keeping shop clean and organized, ordering and returning parts as needed by the mechanics, keeping customer up to date on activity and closing responsibilities at the end of the day
- Responsible for front duties to include meet and greet with customers, finding out their needs, recommend products and deliver and timely service the provides the best overall customer service experience
- Ordered all need and in stock tires for the store as well as received and counted weekly deliveries
Reconditioning Used Car Manager
Enterprise Holding
01.2008 - 01.2013
- Responsible for 20 employees on an enclosed lot that was divided into four different locations to make a used car sale ready
- Maintained a $50,000 monthly budget for expenses ranging from ordering parts to paying employees and vendors
- Used previous management and leadership skills to grow used car fleet from 20 cars received weekly to 100 cars weekly to fill three different used car lots spread over three different counties
- Coordinated daily drivers and vendors to pick up and deliver cars to and from the lot for service or general maintenance
- Became a model operation for other divisions who were either starting or revamping their own used car sale lots
Education
Associate of Science - Nursing
Cambridge College of Healthcare & Technology
Delray Beach, FL08.2018
Criminal Justice Academy - June 1997
Palm Beach State College
West Palm Beach, FL03.1998
Skills
Exceptional communication
Coaching and mentoring
Client retention strategies
Reporting and documentation
Multitasking and organization
Certified Field Trainer
2025
Timeline
Senior Customer Care Manager
Pulte Homes
01.2020 - Current
Customer Care Manager
Lennar Homes
01.2019 - 01.2020
Medical Transporter
Lawnwood Regional Hospital
01.2015 - 01.2019
Tire Manager
Firestone Complete Auto Care
01.2013 - 01.2015
Reconditioning Used Car Manager
Enterprise Holding
01.2008 - 01.2013
Criminal Justice Academy - June 1997
Palm Beach State College
Associate of Science - Nursing
Cambridge College of Healthcare & Technology