Manager Customer Service

Cindy E. Hager

[pic]206-***-****

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

MANAGEMENT PROFESSIONAL

Eighteen year career producing strong results in management, training,

auditing and supervisory positions. Proven track record of developing and

maintaining dynamic training projects and initiatives. As Quality Control

Specialist of the Northwest Region, I was responsible for the auditing,

compliance, set-up and maintenance of all the properties within the region.

Consistently worked with cross functional groups representing both internal

as well as external customers. Lead multiple projects, which increased

effectiveness and stream lined workflow and productivity. While maintaining

flexibility with a positive attitude to adapt to the ever changing fast

paced environment in which we worked.

Management:

Excellent leadership skills with a proven track record of highly skilled,

knowledgeable, and productive teams. Developed agents through consistent

education, motivation, and effective goal setting. Maintaining a strong

sense of team unity and support by having the get it done approach at all

times.

High degree of creativity, coupled with sound business judgment. Diplomacy

personified, aggressive self starter, yet diplomatic to effectuate positive

relations with subordinates and peers

Training and System Support:

Recognized as an excellent leader and motivator with exceptional people

skills and management skills. Proven ability to develop, implement, manage

and support a variety of new programs, training initiatives and projects

that resulted in increased effectiveness and stream lined workflow and

productivity. Ability to plan, implement and maintain new training

strategies through field training, e learning and Internet.

Problem Solving and Help Desk Support:

Accomplished in analyzing and problem solving difficult situations as well

as negotiating and resolving complex issues. Proven to maintain a level

head and effective communication during times of increased pressure.

Provided immediate assistance to internal/external employees by working

requests by phone and email. Ability to quickly troubleshoot and resolve

technical issues. Maintain records on user problems and provided

information on resolution

PROFESSIONAL EXPERIENCE

Pinnacle, American Management Services

2005 to 2011

Quality Control Specialist/System Support/Compliance (October 2007 to

Current)

Responsible for ongoing development and implementation of regional Quality

Control & Compliance audits. Consulted and worked collaboratively with

internal and external employees to create and update training content to

meet specific training needs. Evaluated and confirmed learning objectives

through need assessments. Provided feedback and analysis to corporate for

development opportunities. Responsible for execution of training content

on intranet sites and hard copy materials. Position required simultaneous

hats consisting of trainer, help desk manager, and field advocate.

Experienced in Yardi, Excel, Word, Outlook and various other internet

marketing programs. Maintain communication with appropriate corporate

personnel and report monthly, quarterly and annual progress as needed.

Planned, organized and implemented operation reviews, mini audits, and

training materials. Helped to develop and update all Policy and Procedures

and computer manuals. Extensive review and revision of all residential

and legal documents as required by State and Federal law. Duties included

developing, teaching, and training associates in the various job categories

of property management, property management policy and procedures, Yardi

software training, trouble-shooting and mentoring new employees. Assisted

with help desk tickets, regional functions, and was the Due Diligence Team

Leader. Completed several HUD Tax Credit and Bond Compliant audits and

ensured all correction were in compliance with WSHFC.

o Successfully performed Due Diligence Services for a wide range of

clients and client requests

o Provided computer and website support for approximately 215

communities on Yarid software systems

o Improved on-site satisfaction by providing updated training and

support to site associates

o Streamlined and increased efficiencies in processing Accounting

Month End and daily activities

o Transitioned all new communities into the Pinnacle operations

management format

o Transitioned exiting properties and readied them for takeover by

other companies

Pinnacle, American Management Services

Investment Manager 16 Section 42/Bond Properties (December 2005 to October

2007)

Excellent leadership skills with a proven track record of highly skilled,

knowledgeable, and productive teams. Assist and direct property Business

Managers in successfully attaining the company's operational and financial

goals while reinforcing the company's customer service culture.

Accomplished in analyzing and problem solving difficult situations as well

as negotiating and resolving complex issues. Ability to define problems,

collect data, establish facts, and draw valid conclusions. Familiarity

with refinancing/debt averaging preferred. Ability to motivate independent

groups to accomplish business goals the ability to successfully empower and

lead subordinates utilizing strong interpersonal skills required. Assumes

overall responsibility for the day-to-day management of the apartment

property under the supervision of the Asset Manager

o Sound understanding of monthly financial reporting as it relates to

individual assets, inclusive of cash flow, debt service, proformas,

operating and capital budget formulation

o Consistently seek to identify strategies for increasing property

income and reducing property expenses.

o Prepare a proposed annual budget.

o Implement an action plan for maximizing property performance as

articulated in the Annual Property Plan.

o Make recommendations to the Asset Manager for increase or

reductions in the rental schedule with complete justification for

the adjustments.

o Retain qualified personnel and contractors to administer the

property.

o Supervises the work of all personnel and conduct training as

necessary.

Pinnacle, American Management Services

Business Manager (June 2005 to December 2005)

Manage in accordance with all fair housing laws, State Tenant Landlord Law

and local ordinances. Responsible for all monies collected and agrees to

accept no cash from prospective or current tenants. Managed at times up to

8 employees and helped in hiring of new Staff Members. Created

Spreadsheets to assist with all daily functions and accurate timetables of

workloads and make readies. Monitored daily housekeeping, maintenance, and

grounds-keeping teams. Responded to all inquires, requests and complaints

from residents. Maintained a customer service friendly environment for

employees and residents. Marketing, Sales, Leasing & all essential duties

pertaining to retention and occupancy of Residential Housing.

o Successfully assisted Investment Manager with the development of

the property annual budget and increase property NOI by exceeding

budgeted goals.

o Made property vendor selection and approved all property

expenditures.

o Scheduled and monitored daily staff performance, conduct

performance evaluations, performance counseling, recommend position

changes and promotions.

o Monitored the market and implement rent changes and special

programs and managed an effective lease renewal program by

utilizing a lease matrix.

o Inspected vacant units to ensure rental readiness, perform move-out

inspections to assess condition of units

o Monitored the common areas for potential problems including

potential safety hazards.

o Monitored property curb appeal, office and model appearance and

signage.

o Ensure all reporting to both state and housing commission were

completed within required time frame

o Ensure all state tax credit requirements were met for new lease up

property

Weidner - 346 units

Business Manager (July 2004 to June 2005)

G & K Industries - 250 units

Business Manager (July 2003 to July 2004)

Western National Group - 250 units

Senior Manager - Oversee 3 properties (December 2000 to July 2003)

Evans Property Management - 366 units

Business Manager (May 1998 to December 2000)

Pinnacle, American Management Services - 120 units

Business Manager (November 1993 to May 1998)

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