Customer Service Manager
Resume:
Cheryl E. Lively
Houston, TX 77084
Cell 713-***-****
Objective
To utilize my skills, build a solid and loyal client base, and provide
professional service, that is focused on understanding individual needs.
Summary of Qualifications/Skills
Over 25 years professional experience in accounting /administrative,
customer sales, and "Service" based businesses.
10 key, Microsoft Word, Excel, Typing, Organizational Skills, Filing,
Telephone- Customer Service, Proficient in Quick-books, General Ledger,
Bank Reconciliations, Professional Auditing by teams of auditors, Chart of
Accounts, Collections, Evictions, Judicial Processes and more..
Great Team Effort and Employee Management
A Great Office Manager!
Professional Experience and Accomplishments
REGUS: 2008-2009
Position Overview- Includes - Operations Manager
This position is responsible for the day-to-day operations and
standards of a business center; maintained through effective and
efficient utilization of center staff and resources with an
overall goal of maximizing revenue, collecting revenue and
ultimately the overall customer experience.
Essential Duties- Include:
. Direct the day-to-day workflow by overseeing, prioritizing and
delegating tasks to center staff in order to meet deadlines &
service levels while maximizing efficiencies and expenses.
. Build, develop, retain, train and motivate the center team.
. Flawlessly execute on all center processes/procedures.
. Accurately and timely bill and collect revenue from clients.
. Execute and maintain the Quality Service of the Center (QSC) and
the center Plano-gram.
. Confidently show office space, conduct sales tours, draft lease
agreements and manage sales-related enquiries, as needed:
Responsibilities Include:
. Billing AP/AR
. Team management & development
. Customer experience
. Center standards & operational compliance
Minimal Duties Include:
. Experience managing a team
. P&L exposure
. Collections/AR experience
. Passion for a fast-paced environment with consistent change
. Operational management experience
. Ability to communicate effectively and professionally.
. Strong organizational skills, including the ability to
prioritize, multi-task, and work effectively/efficiently
independently or with minimal supervision.
. Strong customer service skills, including the ability to remain
flexible in high pressure or continually changing situations.
. Proficient user of Microsoft Office Suite, including Word, Excel
& PowerPoint
KRJ Management, Inc., Houston TX - Property Manager
2005-2008
. Property Manager is responsible for the overall procedural management
of 9 properties totaling 1040 units in the town home condominium Home
Owners Association management field. My job is to insure all
properties are operated in compliance with the terms and conditions of
the governing documents, bylaws as well as any state and local statues
(TUCA). Budget Planning and analysis. Proficient with profit & loss,
balance sheets, and Strong understanding of accounting principles.
. Licensed Texas Realtor
. Work Order preparation, execution, and follow through.
. Long term budget planning - Most properties over 20 years old with
limited reserves and necessary rehabilitation needs,
. Enforcing deed restrictions with deed letters phone calls and follows
up.
On call 7-24 for all emergencies and accessible by cell phone for
my directors to have a direct
line of communication other than standard emergency answering
service, showing genuine care and personalize concern. I have
worked days, nights, and weekends to maintain customer service to
the best of my ability. This is also to reinforce the integrity
of company and personal reputation.
. Have worked with Association Lawyers in judicial system court cases
and have represented HOA's and have won.
Tri park Cooperative Housing Corporation, Brattleboro, VT
2002-2005
. Business Manager is responsible for the overall procedural management
of 3 Parks, 337 lots, including finances and bookkeeping. My job was
to insure that the Parks were operated in compliance with the terms
and conditions of the mortgage, promissory note, loan agreements and
all cooperative bills and bylaws, as well as any state and local
permits, ordinances or statutes.
. Accounting / Bookkeeping, Quick Books Pro 2003 merged with Excel, MS
Word, MS Works, Custom Invoicing /Collections, Vendor Purchasing,
Payroll, Quarterly Taxes, Financials, and year end Audit with
independent auditor.
. Budget Planning and analysis. Proficient with Profit & Loss, Balance
Sheets, and Strong understanding of accounting principles.
. Organized and applied for, through the Vermont Clean Drinking Water
Act a negative interest loan (water grant) from inception to current
Phase I planning with engineering firm to completely upgrade water and
sewer system infrastructure.
. Upgraded and leased lots that had been abandoned for years into
$10,000.00 additional income annually
. Collected $45,000.00 in delinquent accounts to current.
. Met with the Governor (Jim Douglas), Town Manager, Engineers, Lawyers,
and Bankers and was successful in coordinating and implementing a
comprehensive finance package totaling over 6.5 Million dollars to
replace a 50 year old infrastructure (water, sewer, and electrical)
system.
Code 3 Products, Brattleboro VT
1994-2002
. Accounting/Bookkeeping, Quick Books Pro, MS Word, MS Works, Customer
Invoicing! Collections, Vendor Purchasing, Payroll, Quarterly Taxes,
General Ledger and Financials.
. Reorganized and Computerized filing systems and flow information,
resulting in improved cash flow for company, increasing gross sales
over 5 years up 70%.
. Successfully wrote detailed business plan, resulting in a $75,000 bank
loan approval for working capital inventory increase.
. Collaborated with team members and with a joint effort, effectively
restructured business focused on customer service/satisfaction with
quick and efficient turn around times.
. Took initiative to build First Aid and Safety sales by telephone and
personal contacts. Developed and followed through new leads and
outside sales dealing with Municipalities, Law Enforcement, and
Industrial Businesses.
Ed Bozarth Chevrolet, Denver Co.
1989-1993
. Dispatcher - Responsible for workload, time promises, quality control,
and supervising 20 automotive technicians.
. Warranty Clerk - Responsible for processing and data input of all
warranty claims with less than 2% claim denial. Liaison between
General Motors and Customer
Education
Robert E. Lee High School, Houston, TX - Graduated with honors, Who's Who
in Music,
National Honor Society, GPA 3.8
Houston Community College -completed over 40 credit course hours in
Business Management /Ownership
Kaplan University - Real Estate Principles I & II, Law of Agency, Law of
Contracts, Property Management Professional Real Estate Administration
Personal References:
Sherry Mack - Business associate Star Tex Title Company 832-***-****
Laura Armstrong - Business associate Genesis Community Management-713-213-
6053
Collins Oakley - KRJ Management, Inc. - 713-***-****
Ron Cleveland - Code 3 Products, Inc. - 802-***-****
Letters of recommendations and more references available
upon request
Contact this candidate