Customer Service Manager
Resume:
MARY F. HARVEY
Henderson, NV **014
*********@***.***
PROFESSIONAL EXPERIENCE
STANDARD MANAGEMENT COMPANY December 2012 to Present
Regional Property Supervisor
Responsible for the supervision and oversight of portfolio of 4 properties
in the Las Vegas and Henderson area, including hiring and termination of
employees, marketing, budget oversight, property and liability inspections.
Develop and implement policies and procedures, training and coaching.
Overall supervision of the portfolio.
WYNDHAM / DIAMOND RESORTS November 2011 to November 2012
Front Line Sales Representative
Daily sales of vacation ownership for the largest timeshare company in the
industry. Meet & greet new prospects/tours, and guide them through the
entire process and presentation to entice the purchase of new ownership
with the company. I went on the frontline and began selling as of January
2012 after completing training. I also was a speaker for group
presentations, to present the company and its benefits in an effort to get
the group excited about purchasing today.
BOCA RATON LUXURY CONDOMINIUMS June 2010 to October 2011
Property Manager
Responsible for the supervision and management of a Class "A" luxury,
broken condominium property, located at the south end of the famed Las
Vegas Strip. Work alongside the HOA to assist in a seamless and pleasant
living experience for all residents. All aspects of property management
including weekly and monthly reporting, payables and expenses, marketing,
leasing, all daily operations.
SIGNATURE MANAGEMENT December 2009 to April 2010
Director of Operations
Responsible for the supervision and oversight of residential properties.
Hiring and training of new and existing employees. Financial oversight of
the portfolio, marketing, and implementation of new company policies,
procedures manual. Site inspections and reporting as required. Overall
supervision of the portfolio.
RIVERSTONE RESIDENTIAL, Las Vegas, NV May 2009 to December 2009
Property Manager - Allanza at The Lakes (896 units)
Responsible for managing the daily operations of a Class "B" property in
The Lakes master planned community of Las Vegas. The property had been
purchased with the intent to convert for condominium sales, and has
therefore seen remodeling of about a third of the interior of the units.
Responsible for overseeing the leasing, resident retention, financial
operations, marketing and maintenance operations of the property. Daily,
weekly and monthly reporting requirements.
AMERICAN INVSCO, Las Vegas, NV May 2006 to
August 2009
Rental Services Project Coordinator/Director of Operations - Meridian Las
Vegas (678 units)
Responsible for overseeing the rental related responsibilities of a Class
'A' luxury property in a condominium conversion. Condominium Rental
Services is the property management division of American Invsco, the
nation's largest condominium developer. Work directly with HOA,
construction and development in coordinating delivery of units for the
rental program, as well as maintain the individual assets for the owners.
Assist the brokerage/sales department with sales of the units. Meet and
greet prospects both for rental and for sales. Meet and greet owners of
the individual units and assist in any manner required. Strong emphasis on
customer service, as the leasing office is the central core of the
property. Marketing and training of the office team, overseeing
maintenance team for rental units and construction punch related items.
Involved in devising and implementation of a strong resident retention
program. Involved in owner relations as they relate to timely payments and
assistance as needed for insurance and tax information. Quality control
and budget planning. Oversight of resort/hotel operations and hotel team,
including marketing, sales, customer service, reservations, scheduling,
training, housekeeping, maintenance, and billing.
REALTY MANAGEMENT, INC., Las Vegas, NV September 2005 to May
2006
Resident Administrator/Marketing and Training
Involved in overseeing the daily operations of distressed properties. It
was my challenge and my responsibility to take over distressed properties
and bring them to performance standards, enhance property value by
improving Net Operating Income through income improvement and expense
controls while maintaining the physical asset. Provide excellent resident
services and retention by monitoring maintenance service, responding and
resolving resident concerns, and providing resident activities. Create a
"Team" atmosphere through motivation, training and mentoring to achieve
successful techniques and supporting company/owner goals. Prepare and
maintain accurate/detailed daily, weekly and monthly reporting procedures.
Creativity in developing marketing material and technique for distribution
to potential customers. Adherence with Equal Housing Opportunity, Fair
Housing, ADA and CFC requirements.
PICERNE REAL ESTATE GROUP, Las Vegas, NV July 1999 to
August 2005
District Manager January 2001 to August
2005
Promoted to District Manager on 1/1/01. My responsibilities as a District
Manager included oversight, training and motivation of the site teams,
owner relations and reporting, in addition to financial reporting and
marketing. I implemented successful marketing and resident retention
programs, as well as leasing and maintenance procedures. Strict adherence
to company policies and procedures. Weekly and monthly reporting as
required. I interfaced with owners and investors on a weekly basis, and
completed owner tours as needed for their visits to the sites.
Acquisitions
. Allegro at La Entrada (260 units) - as DM
Lease-Ups
Shadow Hills (248 units) - Ground-up lease-up (as DM)
Hampton Gardens (180 units) - increased occupancy from 60% to 95%
in 4 months - acquired property while it was still in lease-up
Business Manager July 1999 to
January 2001
I began my employment with Picerne as a Business Manager at a large,
upscale community in Henderson, NV, 356 units total. The property had
experienced a difficult lease-up, and had not yet stabilized. I assembled
a successful site team and we had the site stabilized with a positive NOI
by 10/99. I was then promoted to a lease-up site of 348 total units. My
site team and I completed the lease-up in less than 6 months. I then moved
on to another successful lease-up consisting of 388 units.
Lease-ups
. The Boulders (388 units) - Ground-up lease-up
. The Belmont (348 units) - Ground-up lease-up
. The Summit at Sunridge (356 units) - inherited at 56% occupancy
THE RREEF FUNDS, Albuquerque, NM June 1998 to July
1999
Property Manager - Presidio at Northeast Heights
Responsible for all management phases of a class A property totaling 200
units, located in the prestigious far Northeast Heights of Albuquerque, NM.
Responsibilities included leasing and marketing. Oversight, training and
motivation of site team. Collections and eviction/court proceedings.
Strong resident retention program and site inspections. Weekly and monthly
reporting to insure that owner and supervisors are informed of current
market and site conditions. Worked closely with vendors and competitive
sites. As a site team we achieved special recognition for customer service
during my time at the property.
AIMCO/PROPERTY ASSET MANAGEMENT, Albuquerque, NM March 1997 to June
1998
Senior Property Manager
Duties as outlined above. I served as a "Mentor" for the other properties
located in Albuquerque for new managers, or those properties experiencing
difficulties with administrative, marketing and retention issues. This
property consisted of 260 units, including one, two and three bedroom
floorplans. My site team and I received a special recognition and a trophy
for our outstanding leasing and retention record during my time at the
property.
Prior to this employer I was employed with other property management
companies and properties in Colorado Springs, Colorado beginning in 1987.
All of the properties that I worked at in Colorado were conventional.
SOFTWARE
Experienced in Word, Windows, Excel, AMSI, Rent Roll, One Site & Yardi
EDUCATION
Eastern Wyoming College
Broadcast Journalism - 2 years
AWARDS & APPOINTMENTS
. Manager of the Month - 4 times
. Manager of the Year for 1998
. Employee of the Quarter - 2 times
. Employee of the Year for 2000
. Property Team of the Quarter - 2 times
. "Lease-Up Queen" in 6/00
. Several Customer Service Awards
. "Suggestion Box" Awards
. Special Recognition for Outstanding Service and Dedication in 6/02 as
a District Manager
. Special Recognition/Award for "Idea Sharing" and Resident Retention in
3/03 as a District Manager
. Special Recognition/Award as a District Manager in 3/05 for "Spirit,
Drive & Dedication" ("Golden Bugle" Award)
. ARM through IREM
. Awards earned with Waterton Residential - Leasing Leader award twice,
NOI achievement award twice, Expense to Budget Control Achievement
once, Outstanding Customer Service
REFERENCES
Available at interview or upon request.
Contact this candidate