Zachary Ferree
Customer Care Manager II
Farmington,MN
Summary
Dynamic and results-driven Customer Care Manager with over 6 years of experience in residential construction and post-sale service for new construction homes. Proven expertise in managing warranty programs, coordinating with trades and vendors, and delivering exceptional homeowner satisfaction. Adept at leading customer service teams, resolving escalations diplomatically and ensuring adherence to company standards and building codes.
Overview
19
19
years of professional experience
2
2
Certifications
Work History
Customer Care Manager II
Pulte Group
01.2023 - Current
- Oversee the post-closing customer service and warranty operations for a portfolio of 100+ single family homes valued between $500K - $1.5M.
- Maintain a 95% + customer satisfaction rating through consistent follow-up and clear communication (NPS)
- Lead root-cause analysis for recurring construction defects and collaborate with construction, engineer, and design teams for long-term solutions
- Utilize Pulte proprietary software for service scheduling, documentation, and reporting
Field Service Specialist
Fieldstone Family Homes, Inc.
01.2021 - 01.2023
- Primary Responsibility is new home build customer service relating to closing walk-throughs, warranty, and service repair.
- Managing sub-contractors and trades to complete required service work.
- Maintain relationships and high level of communication with customers to ensure complete satisfaction
- Evaluate and perform repair work as needed
Lead installer
Installed Building Solutions
01.2019 - 01.2021
- Manage and train new installers
- Measure and install for all interior departments installs, including shower doors, melamine closet systems, wire shelving, window treatments, mirrors
- Installation of bath accessories, mirrors, heavy glass shower doors, and panels as well as framed shower units
Route Sales Manager
ECOLAB, INC.
01.2018 - 01.2019
- Managed a territory handling monthly commitments and budget for 100 + customer accounts.
- Offered comprehensive chemical products and solutions to meet the needs of my customers while servicing equipment.
- Find opportunity for sales with growth with my specified territory.
Assistant Store Manager
NORTHERN TOOL AND EQUIPMENT
01.2016 - 01.2017
- Management of the cashier team, warehouse/receiving, and parts and service
- Fulfilling HR duties such as hiring, firing, setting sales goals, and annual performance reviews.
- Prepare and deliver weekly performance reports to senior leadership.
- Providing superior customer service to each customer
General Manager
ACE HARDWARE
01.2007 - 01.2016
- Responsible for all operations of the store
- Maintained customer and vendor relationships
- Conducting and ordering of inventory
Education
Some College (No Degree) - Visual Communications
Brown Institute
Mendota Heights, MNDiploma -
Kennedy Senior High School
Bloomington, MNSkills
Residential Warranty Management
Customer Relations & Communication
Trade Partner Coordination
Conflict Resolution & Escalation Management
Construction Quality Assurance
Microsoft Office Suite & Reporting Tools
Certification
CPR Certified - Pulte
Accomplishments
- 20+ years in customer service.
Awards
- 20/20 Vision Platinum Store Level – ACE Hardware (3 years)
- Presidents Club Top 100 Nation Wide - Pulte Group (9 months consecutively)
- NPS Leader MN Division - Pulte
Timeline
Customer Care Manager II
Pulte Group
01.2023 - Current
Field Service Specialist
Fieldstone Family Homes, Inc.
01.2021 - 01.2023
Lead installer
Installed Building Solutions
01.2019 - 01.2021
Route Sales Manager
ECOLAB, INC.
01.2018 - 01.2019
Assistant Store Manager
NORTHERN TOOL AND EQUIPMENT
01.2016 - 01.2017
General Manager
ACE HARDWARE
01.2007 - 01.2016
Some College (No Degree) - Visual Communications
Brown Institute
Diploma -
Kennedy Senior High School
Similar Profiles
Matthew TrueMatthew True
Director of Sales at Pulte GroupDirector of Sales at Pulte Group
Reginald NelsonReginald Nelson
Customer Care Manager at Pulte GroupCustomer Care Manager at Pulte Group
Letitia RussellLetitia Russell
AP Specialist at Pulte GroupAP Specialist at Pulte Group
ROBERT T NASSIFROBERT T NASSIF
Co-Owner Operator at Fissan Training KennelsCo-Owner Operator at Fissan Training Kennels
Jeffrey EricksonJeffrey Erickson
Digital Invoice Specialist at EcolabDigital Invoice Specialist at Ecolab