Manager Customer Service

Janelle S. Watts

Email: ********@*****.***

PO Box 682333

Phone: 832-***-**** Houston, TX

77268

Objective

To transition into a position as an Officer Manager or Administrative

Director where in my superior managerial skills, unique vision and strong

work ethic will provide excellent leadership with the purpose of creating

an efficient and effective office environment while increasing profit and

revenue growth.

PROFILE

. Ability to meet critical deadlines in high pressure situations.

. Highly motivated and skilled in leading groups, managing people, and

working in teams.

. Strong organizational, presentation, and communication skills.

. Efficient in Microsoft Excel, and Access Programs, and Microsoft Power

Point

. Proficient in MRI,Yardi, LAMS, BANNER and Timberline accounting and

leasing programs

. Strong interpersonal and public relations skills

. Solid analytical, creative, and problem-solving abilities

EDUCATION

Prairie View A&M University, Prairie View, TX

Masters of Arts in Sociology, August 2009

Bachelor of Arts in Political Science, August 2007

PROFESSIONAL EXPERIENCE

Sam Houston State University Huntsville, Texas

06/04/12-current

Property Manager for the Encore at Sam Houston (Managed by Campus

Apartments)

. Provides leadership and management for a 528 bed property

. Directs administrative work activities of office staff to process

applications, collect and process rental payments, and respond to

service requests

. Establish performance goals for the on-site staff and directs staff

toward their completion.

. Selects, trains, motivates, coaches, counsels and disciplines on-site

personnel.

. Recommends employee hiring, transfers, promotions, terminations, and

applicable compensation.

. Keeps supervisors, clients and owners advised of significant operating

problems and

deviations from the management plan.

. Reviews occupancy reports to ensure that applications, leasing and

assignment of dwelling units are in accordance with applicable laws,

rules and regulations.

. Prepares/reviews all periodic reporting, either routine or

unscheduled.

. Physically inspects the property daily or assigns qualified personnel

to perform the task in absence.

. Plans/creates an innovative management plan describing the anticipated

operation of the property, for defined fiscal periods, which includes

an operating and capital budget.

. Conducts surveys of local rental rates and participates in

establishing rental rates according

to current market conditions.

Indiana University Purdue University at Fort Wayne (IPFW) Fort Wayne,

Indiana 09/03/11-06/02/12

Assistant Director/Assistant General Manager for Student Housing (Managed

by American Campus Communities)

. Provides leadership and management of the Residence Life program for

1240 bed property, including administrative decision-making and

strategic planning.

. Oversee the roommate conflict process, including but not limited to,

Resident Advisor and Resident Director support; student and parent

contact, centralized tracking system.

. Serves as the Conduct Officer for the Residential Housing.

. Daily work on the residence life module of the College's database

software, including but not limited to, room assignments and changes,

accuracy of room and board billing and withdrawals.

. Together with the Director of Student Housing manage the annual

projections of housing occupancy to ensure financial and programmatic

goals.

. Together with the Director of Student Housing develop and implement

annual marketing plan for on campus living.

. Coordinate a centralized process for reporting and tracking of day-to-

day facility concerns.

. Coordinate and manage summer housing needs and schedules.

. Develop and update web communications for students and parents related

to housing and residential operations. Conduct regular tours of

facilities to determine problem areas and develop response.

. Serves as the primary contact and directs the implementation and

development of year-round conference programs.

. Supervises the continuous training efforts on an on-going basis with

the Resident Advisor staff through individual conferences, staff

meetings, and regular staff development efforts.

. Actively contributes to program assessment, policy development, and

evaluation as a member of the Dean of Students staff.

. Serves as a live-in staff member who shares in after-hours on call

rotations with Resident

University of Houston (Cullen Oaks) Houston, Texas

01/29/2011-08/23/2011

Floating Manager for Texas Managed Properties (American Campus Communities)

. Served as the Interim Leasing Manager wherein I facilitated the

maintenance of daily operations of the leasing department through the

performance of administrative duties such as generating room

assignments, processing lease agreements, housing deposits, roommate

requests, room transfers and implementing and following effective

marketing techniques to increase housing occupancy

. Orchestrated and managed the yearly move-in and move out processes,

maintaining accurate room census, supporting and enforcing the

community policies established within our lease agreement, effectively

addressing and resolving customer issues in a timely professional

manner and maintaining property residential database such as MRI, LAMS

and Access.

. Served as a live-in staff member and participates in the on the on-

call rotation.

. Served as an intricate part of the Marketing Team for both Bayou and

Cullen Oaks

. Traveled to different Managed ACC properties as needed for additional

staff support and expertise

Prairie View A&M University (University College), Prairie View, Texas

08/2002 - 01/29/2011

Business Manager: University College (Managed by American Campus

Communities)

. Responsible for the maintenance of daily operations of the accounting

department for a 1470 bed housing facility, through the performance of

administrative duties including but not limited to applying and

releasing fiscal holds, cancellations, timely collection of rental

payments and the processing of monthly late fees.

. Coordinated and supervised special projects for the housing facility

to ensure quality customer service for all residents.

. Served as a liaison between students and Financial Aid in addition to

other University Officials

. Responsible for the monthly closing of accounts and ledgers.

. Implement and monitor aggressive collection process for delinquencies

. Reconciliation of student accounts including processing and

distribution of room deposits at the end of each lease term.

. Maintain property financial database such as MRI, Timberline and

prepare accounting reports.

. Adhere to fiscal budget established for the property.

Contact this candidate