Customer Service Manager

Nyessa Gilmer

*******@*****.***

***** ******** ***. #*** ****: 281-***-****

Houston, TX 77082

Dedicated assistant manager with 6+ years of experience Consistently achieve record high

customer satisfaction rankings, my experience has made me knowledgeable to handle a

variety of skills in property management and everyday office operations.

Respected builder and leader of customer focused teams; instill a shared, enthusiastic

commitment to customer service as a key driver of company goal attainment. Lead by

example and ensure the execution of all safety, security, quality and property operations

policies.

Areas of Expertise

Customer Service Customer Satisfaction Cost Reduction Strategies

Management Enhancement

Complaint Handling & Front End Supervision

Resolution Teambuilding & Training

Retail Operations

Management

Milestone Management Houston, TX 06/07 to 07/11

Assistant Manager, 6/07 to present

Promoted to assistant manager position to train and supervise 3+ leasing agents. Foster an environment in which guests enjoy high

levels of service and employees are motivated to deliver top performance. Help assist manager in daily operations.

Collect and secures rental payments.

Make daily bank deposits and verifies the accuracy of those deposits

Input daily activity transactions.

Prepare accounting records and reports, including Deposit Accounting and monthly close out.

Deliver late rent letters, “Notices to Vacate”, and personally contacts all residents who have unpaid/owed rent daily.

Assists in eviction process

Enter activity into YARDI in relation to the Daily, Weekly & monthly checklists. Enters Skip Watch information

Assists with leasing duties to include showing apartments and preparing leases.

Maintain working knowledge of laws, rules, and regulations concerning apartment leasing and management.

Prepares accurate and complete reports in a timely manner.

Promotes resident retention by assisting with the renewal program.

Courteous and helpful to residents, prospective residents and co-workers

LandAmerica Norfolk, VA 10/04 to 4/07

Loan Processor, 10/04 to 4/07

Advanced to increasingly responsible position training co workers

• Set up new loans

• Make corrections on loans that transmitted incorrectly

• Experienced in Fidelity System

Experienced with processing mortgage documents

•

• Notify clients, both in writing and verbally, about missing documentation

• Perform second day work, which includes non-cash transactions and escrow disbursements

Education and Training

Kaplan University Houston, TX 08/09 to Present

Training: Completed numerous courses and seminars in customer service, marketing strategies, Fair Housing,

Resident Retention, property software, leadership, performance assessment and Grace Hill.

Contact this candidate