Customer Service Manager

Janie Taylor

**** ******* ***** **********, ** 23703

757-***-**** hm. #

757-***-**** cell #

Professional Profile

Proven record of success in outstanding customer satisfaction above and

beyond company expectations.

Creative problem solver with the significant ability to resolve conflict,

improve moral and consistently exceed company expectations. Computer

literate and efficient in many software applications.

? Management - Strong background in budgeting, sales, financial and

analytical management for increased

growth and profit. Active manager with high concentration for

organization and structure. Review & approve

expenditures for over all company benefit and profit. Manage

multiple projects simultaneously &

consistently meet objectives on time & within budget.

? Team Building - Decisive moral leader with experience in hiring

effective personnel; creative and

effective training techniques with proven success. Able to develop

a professional and productive

relationship with colleagues and staff at all levels.

? Communication - Persuasive communicator with a winning attitude to

appease all customers with

excellent oral and written communication skills for outstanding

customer satisfaction. Active

listening skills to ensure proper attention to customer concerns as

well as adherance to company

expectations.

Experience

PROPERTY MANAGEMENT/ SALES PROFESSIONAL

Licensed Real-Estate Agent Keller Williams Realty Chesapeake; VA

UPA: United Property Associates Property Manager

July 2007 - Present

Suffolk, VA

Value City Furniture Home Furnishings

Consultant May 2007 - Present

Chesapeake, VA

Source Realty Company Property Manager @ Magnolia

Run Luxury Apartments

Virginia Beach, VA

June 2005 - January 2007

S L Nusbaum Realty Company; Community Manager @Victory Square

Senior Apartments

Portsmouth, VA

August 2004 - June 2005

Ripley Heatwole Realty Company; Assistant Rental Manager @ Arbour

Reach Apartments

Portsmouth, VA

September 1998 - March 1999

United Dominion Realty Company; Rental Manager @ Bayberry Commons

Apartments

Portsmouth, VA

October 1989 - June 1995

Duties and Responsibilities:

Currently asst. customers with Home Furnishings

Provide outstanding Customer Service

Soft ware applications include: Yardi; Onesite, & Rentroll system

Multi-Property Management

Strong closing skills

Excellent customer rapport

Collect and post rental payments

Maintained property within budget

Approve/deny rental applications including Tax Credit applications

Made bank deposits & Balanced Ledger

Verify income & employment status

Extensive computer experience

Managed a total 1000+ apt. units

Performed court & legal proceedings/writs

Market property for leasing up apartment communities

Review Credit & Criminal History Reports

Processed financial statements & payroll accounts

Work well under pressure/met deadlines

Achieve preset company goals; excellent organizational skills

Plan staff meetings and resident activities

Answered multi-phone lines / Processed maintenance request

Supervised a total of 8+ employees

Reduced vacancy loss for maximum occupancy

Effective communication skills

Train & cross-train employees; interact with the general public

Supervised outside contractors

Organized Resident Retention Program

Build employee moral

Understand business & market awareness

Strong ability to sale\lease upon 1st contact

Adhere to company policy and procedures w/ regular meetings

Performed employee evaluations

Performed various administrative secretarial duties

Worked with minimum to no supervision

Over-sought Fire & Security personnel for the community

Interacted with Property Owners as well as

The Management

Company

CALL CENTER MANAGEMENT/CUSTOMER SERVICE

IRS -Affina Corporation; IRS Customer Service

Supervisor/Medicare Benefit Supervisor -

Suffolk, VA

June 2002 - July

2004

Towers Perrin Benefits Administration Company; Central Operations

Specialist

Chesapeake, VA

January 2000 - June 2002

Canon Computer Systems Pre-Sales Technician

Chesapeake, VA

March 1999 - January 2000

Bank Of America Account Manager

Norfolk, VA

June 1995 - June

1996

Maryview Medical Center Credit Analyst/Collector/Medical

Billing

Portsmouth/Norfolk VA

June 1996 -September 1998

Duties and Responsibilities:

Outstanding customer service skills

...and sales relationships for customer retention

Provide manager care product information

Provide product knowledge to staff & customers

Perform quality assurance; inventory control

Accurate kit production to over 60,000 pieces

For Towers Perrin/Senior Team Leader -BAXTER Co.

Utilized a head set in call centers for call effectiveness

Assist callers with multiple issues

Maintain call control and professionalism at all times

Strong communication skills and excellent telephone etiquette

Determine call direction

Provide eligibility status for Medicare recipients

Responsible fore a large volume of inbound calls

Demonstrated excellent customer service Skills

Defuse escalated customer calls

Supervised a total of 15 team specialists

Monitored & scored calls for increased performance

Provide positive feedback on monitored calls

Maintained positive motivation for team success.

Processed payroll / Check distribution

Employee evaluations and recommendations

Interviewed candidates for peek season w/ Medicare

Planed staff meetings for company policy adherence

Effective written & oral communication skills

Processed reports for team statistics to maintain goals

Active listen skills to ensure customer satisfaction

Interact w/department heads for continued company

Medical Billing; 1st 2nd & 3rd party

success

Credit refunds/Post to GL & AR accounts

Education

Virginia State University - Petersburg VA 1983 - 1985

Business Administration and Accounting Majors

Old Dominion University - Norfolk VA 1984 - 1985

Computer Major

John Yates High School - Suffolk VA Diploma 1983

General Studies with a special interest in Accounting

* Additional information available upon request

Janie Taylor

Contact this candidate