Customer Service Management

Sheilah Clinkscales

**** **** ******* ******, **, #302, Washington, DC 20019

Home 202-***-**** • Cellular 202-***-****

(acxcee@r.postjobfree.com)

Objective

To obtain a professional position with an organization with special interest in office administration, accounts payables, program management, and customer service that will give me the opportunity to utilize my various skills and abilities as reflected in my years of work experience and specialized training and education.

Employment

WinnResidential, Washington,DC 1998 to 2013

Position: Manager/Office Administrator

AMICO & NHP Management Companies, Washington, DC 1994 to 1998

Position: Assistant Manager

One Management, Inc., Washington, DC 1992 to 1994

Position: Leasing Consultant/Occupancy Specialist

D.C. Housing Finance Agency, Washington, DC 1982 to 1992

Asset Management Division, Property Management & Construction Division

Office Administration Division

Positions: Occupancy Technician, Compliance Officer, Word Processor/Office Manager

Highlights of Experience:

WinnResidential Management Company, Washington, D.C.

Manager/Office Administrator (1998 – 2013)

Maintained the day-to-day administrative operations of a community management office by demonstrating exceptional abilities as an integral team member with great attention to detail, creativity, exceptional communication skills, outstanding customer service and excellent work ethic.

Daily entered approved purchase orders and processed invoices for payment into accounting software

Issued purchase orders for expenses for products and services daily;

Coded and dated invoices for preparation for payment;

Charged expenses to accounts and departments from the General Ledger;

Conducted on daily basis data entry of PO’s and Invoice into accounting software;

Reviewed and resolved invoice discrepancies with vendors and contractors;

Prepared and maintained annual budget and various financial reports;

Prepared monthly budget variance update reports; assisted Financial Management Department with tasks such as bank reconciliations, auditors reports, month opening and month end reports, year-end accruals; prepared various correspondences, forms, spreadsheets;

Prepared and maintained various management monthly and quarterly reports, financial reports for the Financial and/or Accounting Managers;

Managed multiple projects and successfully achieved goals; ensured projects complied with all cost and scope specifications; which included obtaining, reviewing and approving contractor bids or proposals;

Assisted all parties involved with scheduling of contractual work and major capital improvement projects;

Maintained and updated certificate of insurances and files for all contractors performing work at the property;

Served as a liaison with community agencies; displayed professional customer service and client relation skills;

Exhibited high levels of customer service by practicing techniques to exercise diplomacy and employ active listening skills which aide in resolving complaints, conflicts, disputes and/or discrepancies;

Provided administrative support to meet the daily needs of the office with answering routine calls from residents, vendors and contractors;

Received calls from residents who requested a work-order for maintenance repairs;

Photocopied, faxed, scanned, mailed and shipped packages, and ordered office supplies;

Provided back-up support to other administrative support staff with leasing procedures, A/R reports and initiated late payment correspondence or personal calls; reconcile A/R and follow-up on collections;

Relayed instructions to personnel concerning meetings and trainings to be attended, administrative reports to be completed or other information needed for Management team.

Maintained and updated emergency contact lists and tenant information manuals;

Assisted the Director of Resident Services with tenant services such as holiday events, special events, summer outdoor activities and medical prevention events, etc……

Involved as a team member with Regional Management in the development and monitoring of special projects; conducted monthly meetings and conference calls to ensure management objectives on costs, business plans and material resources were being executed per Regional Management’s approval.

Education

Strayer College, Washington, DC

Office Administration Courses

Eastern Senior High School, Washington, DC

H.S. Diploma, Honor Student - General Studies

Skills

•Office Management and Administration

•Strong Customer Service and Community Relations

•Ability to Make Decisions and Solve Problems

•Work Well Under Pressure

•Interpersonal/Vendor Communications

•Writing/Proofreading/Editing

•Multi-task/Detail Orientation

•Record Keeping, Filing System Organization

•Data Entry /Accounts Payables

•Kronos Payroll Software, Yardi Accounting Software

•Trainings, workshops and meetings as required

•Adhered to all companies’ policies and procedures as required

•Computer Literate – Microsoft Suites, Internet

Awards/Certifications & Trainings

Awards: Superior Management and Work Ethics - Certification: COS-National Housing Partnership

Trainings: Fair Housing, Diversity, Sexual Harassment, Management & Maintenance Operations Grace Hill and other On-line Trainings

References Available Upon Request

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