BILL FREY


VICE PRESIDENT, CUSTOMER CARE
Best Practices / Customer Satisfaction / Motivation & Moral / Automation & Technology
Crisis Containment / Employee Relations / Dispute Resolution / Process Improvement

As a Customer Care Executive, in residential development and construction reflecting expertise in warranty practices, an ability to elicit cooperation, and effectiveness in promoting Total Customer Satisfaction by aligning resources, program, and policies with the organizational vision.
Developed and integrated customer service system and call center.
Implemented standardized policies and procedures company-wide.
Partnered with management and employees to enhance processes and relationships.
Turned around troubled and ineffective divisions and organizations.

Graduate of the JLH Advantage Leadership program. Colleagues and management recognized me as an expert in customer service/warranty practices that consistently produced superior customer satisfaction scores while reducing warranty costs.


SELECTED ACCOMPLISHMENTS
Created World Class Customer Care training modules. Updated out-dated training materials, facilitated training sessions in all Divisions of John Laing Homes. Resulted in the company placing three divisions in the top three rated division by JD Power & Associates (2007). Ranked as Builder of the Year with Eliant in 2007.
Standardized Metrics for measuring process improvement. Improved the average cycle time to complete a service request from 30 days to 14 days. Provided feedback to operations on the Top Five Defects as determined by warranty requests.
Automated the warranty data system for documentation of claims. Created, customized, and implemented a systematic Warranty Process for Weston in Fort Lauderdale that improved accuracy, accountability, and responsiveness to warranty requests for 1,300 closings per year.
Created the industrys first centralized call center. Pioneered call center concept by automating call rotation and language preference for a high volume project, resulting in improved cycle time on requests, next day follow-up with customers on completed requests. Created a consistent customer experience who always spoke to a live person.

CAREER HISTORY
Consultant, Customer Care, Presently. Retained to review organizations customer care processes and train customer care representatives and coach managers. Focusing on reducing warranty costs through data analysis of warranty defects and institutionalizing of a First Time Quality program.
Corporate Vice President of Customer Care, John Laing Homes, 2006 to 2009. Primary responsibility for overseeing development of Customer Care managers and budget in 11 divisions of the company with 2500 closings annually. Developed formal Quality Assurance program based on best practices aka Laingisms. Developed detailed process steps for creating a delightful experience for home buyers from contract signing to the end of the warranty period. Adopted a Warranty Certification program involving training and subsequent testing for all customer facing personnel.
Director of Warranty Service, St. Joe Towns & Resorts (formerly d/b/a Arvida/JMB), 1992 to 2006. Relocated to Tallahassee (2003) during the first phase of SouthWood, a 17-year project with 4,800 single family homes and town homes units priced from $150,000 to $450,000. Built a culture of mutual respect between managers, employees, and trade partners that has been pivotal in completing up to 57% of SouthWood jobs within 24 hours of submission (surpassing corporate average of 40%).
Manager of Warranty Service, Arvida Homes, 1981 to 1992. Created, customized, and implemented a systematic Warranty Process for Weston in Fort Lauderdale that improved accuracy, accountability, and responsiveness to warranty requests for 1,300 closings per year. Shaped the new position of Director of Warranty Service in Ft. Lauderdale by managing a $2.5 million Budget, building the departmental infrastructure, and defining staffing needs to form warranty teams.