RICHARD S. CARILO, SR.

9587 Queenscliffe Drive Highlands Ranch, CO 80130

(C) (303) 981-7854 rc10c1620@westpost.net
(H) (303) 346-1306
DIRECTOR OF CUSTOMER SERVICE
Delivery through Personal Performance and Leadership
PROFILE
Highly accomplished Executive, a recognized leader in the advancement and develo
pment of new business lines and operational changes that promote the growth of t
he enterprise as a whole, while creating efficiency of business operations. A qu
ick study in any product or market, committed to continuous improvement in sales
and the operations that support the function.
Proven leadership experience in helping build and manage top performing business
entities with a successful track record of generating revenue, driving quality
improvement, managing efficiency and positively impacting the corporate culture
and success in strategic planning and contributions to establishment of company
direction.
* Highly focused on teamwork and leadership. Well aware of the bottom line and e
xceeding both internal and external customers conditions for success. Challenges
are to be sought out and met, tested against and ultimately overcome through ha
rd work and insight gained by making cost effective, strategic contributions.
* A builder of exceptional teams and relationships, who thrives in environments
requiring a high level strategist and a big picture thinker. Proven management a
nd organizational skills utilized in directing the efforts of diverse cross-func
tional teams and external cross discipline resources.

CORE COMPETENCIES
Project Management * Process Analysis * Process Review * Process Improvement * T
eam Leadership
Executive Presentation * Effective Communication * Mentoring * Strategic and Tac
tical Planning
Forecasting Development * Problem Identification and Resolution * Vendor Managem
ent
Global Delivery * Training

PROFESSIONAL EXPERIENCE
Paraiso Del Mar La Paz BCS, Mexico 2008
-2010
Director of Customer Service/Quality
Key leader accountable for developing and implementing Developer Liaison Departm
ent written policies, procedures, job descriptions and New Home Orientation Guid
e.
* Successfully managed all aspects of the developer liaison department warranty
program including hiring, training, manpower and budgets.
* Subject matter expert tasked with developing and implementing a Quality Assura
nce Program.
Centex Destination Properties West Denver, CO 2005-2007
Vice President of Customer Service
Key leader accountable for all aspects of CDP West Customer Relations Program in
cluding J.D. Power and Associates Survey process, the 1-800 customer service lin
e and the delivery beyond expectations, every customer, every time internal mark
eting campaign.
Richard Carilo Page 2
Centex Destination Properties West Continued
* In first year of employment with CDP West, division J.D. Power score improved
from 8.3 and ranked 43rd out of 56 divisions within Centex at end of fiscal year
2005 to 9.0 and tied for 11th at end of fiscal year 2006.
* Key leader in successfully managing multiple sites while working out of Denver
, CO and while the projects were located in Las Vegas, NV and La Quinta, CA.
* Successfully managed all aspects of the Warranty Program including training, m
anpower, budgets and SB 800 compliance in California.
* Warranty/Customer Service Department was ranked 2nd within Centex with a J.D.
Power score of 9.4.

Castle and Cookie Resorts Lanai City, HI 2003-2005

Director of Island Housing and Facilities
Accountable for developing Castle and Cooke Resorts, LLC Point of Sale Warranty
Documents, as well as, a New Home Orientation Manual. Key leader to develop the
residential warranty department on the Island of Lanai, including defining and d
ocumenting all processes and procedures for warranty on all new home sales.
* Produced both the Warranty Department and Facilities Department yearly budgets
in excess of $2,5000,000 processed all payables and made month end accounting a
djustments.
* Managed Facilities Department which is responsible for all company owned prope
rties on Lanai, totaling over 600 rental properties managing a staff of 26.
* Managed all aspects of the residential warranty department including training,
budgets and manpower issues building long term relationships with homeowners.

Sunrise Colony Houston, TX 2000-2002

Director of Customer Service
Subject matter expert tasked to manage all customer service operations for the H
ouston region encompassing approximately 22 architectural designs, ranging from
2,500 to more than 6,000 square feet in size, priced from $400,000 to over $3,00
0,000.
* Produced customer service budgets and training schedules; processed accounts p
ayables and made month end accounting adjustments
* Influential in closing 196 homes in 2001 for a total $110,000,000 dollars with
the average selling price of $562,000.
* Instrumental in developing and implementing a back charge service order progra
m.
PROFESSIONAL DEVELOPMENT
Seven Habits of Highly Effective People - Stephen Covey
Joe Turner's New Home Customer Service Conference
Franklin Quest Time Management Training Seminar
Knock Your Socks Off, Customer Service Training
Dealing with Difficult and Demanding Customers
Rapport Leadership Training, Sessions I, II
Carol Smith Customer Service Seminars