Denise Carpenter Surber

Our mission is to build homes for friends and family. True Homes is dedicated to delivering our clients and associates the highest level of customer satisfaction in the industry through our focus on our company culture, character, commitment and competency. I was brought in to manage the client services team and have added responsibility of corporate facilities, quality control, client platform, and recently our new captive insurance program. I launched our quality control platform from scratch and implemented it to 8 markets within the 1st year. When the pandemic hit, we shifted to virtual work, and I created metrics and dashboards to ensure the call center operated at an efficient pace.

Since 1976, David Weekley Homes has led the industry with award-winning designs, a multi-level warranty program that’s second-to-none, and energy-efficient building practices that were introduced before going “green” even had a name. I oversaw all warranty operations including quality walks, post-closing homeowner appointments, scheduling of vendors for repairs, and website portal management. I met with homeowners to understand their concerns and repair needs and developed action plans to complete projects quickly. I created the job scope of our new warranty software program, reduced the time in the field as a warranty rep, identified a framing issue and cleared the repair backlog, and was twice named “Employee of the Year.”

Shea Homes is driven by a passion to build the finest-crafted homes and communities in America. For generations, we have cared passionately about workmanship, design, and the needs of families like yours. I was promoted to lead our Customer Care Administrators and Representatives which included training the team on best practices, partnering with QA to ensure a satisfactory customer experience, and serve as the main POC for our clients.

Provided administrative support to the Customer Care Department. Assisted the Customer Care Manager and Representatives with the daily functions of providing customer service and warranty transactions for Shea Homes homeowners. Promoted to Department

MH Barnes was my business venture and I led all construction operations to ensure a quality home production. I obtained builder permits, supervised construction crews, partnered with municipalities, and facilitated home sales upon completion of construction. I collaborated with various government entities in the development of a new home subdivision which included bringing utilities to it and the creation of streets.