RESUME
BILLY K. HOLLIDAY


XXXXXXXXXXXXXXX
XXXXXXXXXXXXXXX
(Cell) xxx-xxx-xxxx





OBJECTIVE


*Operations Management
*Construction Management
*Quality Management
*Customer Care/Relations Management


EXPERIENCE OVERVIEW



OPERATIONS MANAGEMENT

-MBA
-City Manager
-Division Executive Vice President
-Executive Management Team
-Project Manager
-Total Quality Management
-Cross-functional Alignment
-Sales and Marketing Management
-J.D. Powers Award

CUSTOMER CARE/RELATIONS

-Vice President Customer Care
-Customer centric Processes
-Construction Forensics
-Voice of the Customer
-Warranty Cost Reduction
-Homeowner Manuals
-Customer Satisfaction
-Home Owners Associations


QUALITY MANAGEMENT
-Master of Science, QA
-Vice President, Quality
-Senior Member ASQ
-Quality Consultant
-Operational Excellence
-Creating Quality Departments
-Cultural Alignment
-Process Improvement
-Process Mapping and Documentation
-Cycle-time Analysis
-Balanced Scorecard Metrics
-Defect Reduction
-Training

CONSTRUCTION MANAGEMENT

-Vice President Construction
-Division Construction Manager
-Construction Consulting
-Best Practices
-ICC Certified Commercial (IBC)
-ICC Certified Residential (IRC)
-HUD Approved Inspector
-OSHA Outreach Instructor
-Safety Officer
-Scopes of Work
-Trade/Vendor Partnering
-Licensed Contractor
-Staffing







KEY EMPLOYMENT

January 7, 2008 July 24, 2009Quality/Risk Analysis Consultant National Company

Perform third-party risk analysis for builders, general contractors and insurance companies
Perform third-party quality assurance analysis for builders, owners, and general contractors
HVAC Performance Testing
Represent the company at regional and national trade shows
Single-family, mid-rise, high-rise and multi-use projects: East Coast

September 2003 October 2007Vice President QA and Customer Care Fortune 500 Company

Effectively restructured the Customer Care Department and instituted polices and procedures to improve customer service and customer satisfaction.
Established and provided leadership and coaching for a new Quality Assurance Department.
Documented and improved interdepartmental processes and efficiencies involving Construction, Purchasing and Estimating, Planning and Design, Land Development, Quality, and Sales.
Developed/wrote scopes of work for all trades and set quality construction standards for the division.
Managed legal matters, including coordination with Risk Management and legal counsel
Staffing that included hiring/termination, managing Area (Region) Managers, training/coaching, performance evaluations, and promotions.
Budgeting and Financial Analysis
President of all company-controlled Home Owners Associations
Division Safety Officer
Member of the divisions Operations (Executive) Team managing market growth from 460 closings to nearly 800.
Provide technical and training support to the Region President and served on regional best-practices panels
Established quality and performance metrics that resulted in consistent reductions in defects and exemplary budget/cost-management
oWithin six months, warranty expenses dropped from more than $160,000 in one month to less than $20,000, and the division was recognized as a leader in warranty cost control. At the time of layoff, the division ranked 3rd among all divisions in overall customer satisfaction and 1st in terms of Customer Care satisfaction.

April 2002 September 2003Director of Quality Assurance Multi-State Company

Hired to provide management and direction to a Customer Care Department that had amassed more than 200 outstanding warranty requests with only 330 closings.
Responsible for improving the Quality Assurance program to preclude the issues of the previous years from recurring and further risking the companys reputation.

April 1996 March 2002 Vice President, Quality Locally-owned Company

Created and provided visionary leadership for both a new Customer Service Department and a new Quality Assurance Department for a private local homebuilder.
Staffing and training.
Responsible for training and educating both employees and management on the principles and practices of Total Quality Management.
Transitioned the company culture to one of customer-centricity and continuous process improvement.
Consistent reduction in defects and warranty expenses measured as a percentage of sales.
Trade contractor/vendor management/partnering.
Presenter: Joe Turners Customer Care Conference, Las Vegas, Nevada
JD Powers Customer Satisfaction Award: two consecutive years.
Member of the Management Team, guiding the company from 185 closings to 445 closings over five years.
oDynamic growth, record profitability, consistent decrease in warranty -related expenses, and award-winning customer satisfaction.



OTHER HIGHLIGHTED EMPLOYMENT


Top-10 National Company

> City Manager
> Division Executive Vice President
> Project Manager
> Sales and Marketing Manager
> Vice President Construction
> Senior Construction Manager
> RE0

Top-10 National Company

> Division Construction Manager
> Division Start-up

US Air Force Officer

> Missile Combat Crew Commander
> Stan/Eval Crew Member Evaluator



EDUCATION


B.A. Political ScienceColorado State University AFROTC Scholarship
MBA Management Golden Gate University
M.S. Quality AssuranceSouthern Polytechnic State University


MEMBERSHIPS

American Society for Quality Senior Member
International Code Council IBC Commercial & IRC Combination Certifications