1. PEGGY MASANOTTI
Everett, ON L0M 1J0 Tel: 705-716-5197 or 705-435-9821 ext. 257
E-mail: psmasanotti@gmail.com Linked-in: http://www.linkedin.com/in/peggymasanotti
Service Management Specialist
…CARING for Your Customers and Enhancing Your Reputation
Clear-sighted customer service manager with a proven reputation of solidifying client
relations while protecting the company’s bottom-line. Analytical and insightful to deliver
streamlined procedures. Financially adept at finding cost efficiencies while increasing
abilities of front-line staff to better service the customer.
Core Values/Skills
 Active Listening  Asking the Right Questions  Anticipating Problems
 Communicating Change  Increasing Team Abilities  Critical Thinking/Analysis
 Effective Problem Solving  Solid Decision-making  Encouraging Repeat Sales
& Conflict Resolution
Effective Management
 Advertised, interviewed, hired, managed, trained, coached, mentored, and supported
staff
 Improved staff’s response time to customers by 30%
 Reduced costs by 25% by capitalizing on trade contracts, scrutinizing purchasing habits
of technicians, and ensuring planned purchases in bulk at lower cost suppliers
 Converted manual records to computerized system, increasing company’s ability to
identify key problems in data integrity regarding deficiency statistics and customer
complaints
“Peggy’s a great team player who helped me tremendously with quality control. Even though she
worked in Service, she was a quick and eager student of construction matters, and this translated
into respectful and productive inter-departmental and trade relationships. Customers also told me
that she was personable, fair, and responsive to their needs.
Ross Figliano, Site Superintendent, Monmar Homes
Enhancing Customer Relations and Satisfaction
 Designed, organized, and delivered educational seminars for approximately 200
customers
 Created manuals, at 3 different companies, to educate and instruct customers on use of
and preventative maintenance for products
 Improved Quality Control and Customer Satisfaction by conducting inspections with
customers several times prior to completion of product
 Demonstrated personal care and attention to customers by meeting with them at their
homes when their concerns could not be resolved by telephone
“Our family would like to express our appreciation for your professional and cordial approach to our
needs and outstanding matters. We were truly impressed with your gesture to hand deliver
supplies to us. Your meticulous yet simplified ‘crash course’ on maintenance and preventative
measures for our new home was impressive and well noted.”
J.G.. Great Gulf Homes Customer
…CARING for Your Customers and Enhancing Your Reputation
Continued…

2. PEGGY MASANOTTI PG. 2
psmasanotti@gmail.com
Work History
Great Gulf Homes, Toronto, ON 2007 – 2009 and 1995 – 1996
On-Site Service Coordinator
Sales Administrator & Law Clerk
North Star Homes, Vaughan, ON 2005 – 2007
Service Manager
Monmar Homes, Toronto, ON 2003-2005
Warranty Service Manager
Tiffany Park Homes, Toronto, ON 2000-2003
Service Coordinator
“…your exceptional after sales service is very impressive. You were especially of great help by
sending a tradesperson to repair a leak within ½ hour of it being reported and inspected.”
A.K., Great Gulf Homes Customer
Formal Education
Honours Diploma in various Computer Applications 1994
(incl. Word, Excel, Access, dBase) - First Interactive Computer College
Honours Diploma in Legal Administration 1983
– Seneca College of Applied Arts & Technology
Professional Development
 Bi-Monthly Construction  Emergency First Aid Procedures - current
Industry Service to December 2010 (also previously
Seminars/Meetings at BILD certified in Standard First Aid) – St. John’s
(GTHBA) & Tarion Ambulance
 J.D. Powers & Associates  Ontario Home Builder’s Association Annual
Seminars & one-on-one training Conference
 How Adults Learn course  Leadership/team-building seminars
 Basic Fall Protection –  Blueprint Reading – George Brown College
Construction Safety Association (Honours) – 2001
of Ontario – 2002
“During my working relationship with Ms. Masanotti, she demonstrated a very competent working
knowledge of our products and how they could be installed or modified. Ms. Masanotti was also
able to come up with sound solutions to any problems encountered through the life of a contract.
In an industry where so many trades interact, there are many situations that require problem
solving and diplomacy. Ms. Masanotti excelled at coming up with mutually agreeable solutions
with the contractor(s) while keeping the interests of the customer (homeowner) foremost.”
Bill Elliott, Service Manager, Frendel Kitchens Ltd.”
Additional References Available Upon Request
…CARING for Your Customers and Enhancing Your Reputation