Customer Service Manager
Resume:
Scott D. Williams
*** ******* **** ( Pittsburgh, Pennsylvania 15229 (
abi58s@r.postjobfree.com
Qualifications Summary
Highly personable Manager and Customer Service Professional with over 18
years of experience in property management, office management and customer
service.
o Talent for identifying the client's needs and presenting the
appropriate company policies and service offerings.
o Extensive experience managing office and field employees to ensure
company objectives and policies are met and exceeded.
o Demonstrated ability to gain customer trust and provide problem
solving solutions and exceptional follow-up.
o Track record of assisting in the design and implementation of
company policies, customer service standards and client relation
techniques.
o Expertise in resolving escalated customer service issues.
o Proficient with most Microsoft Office Systems.
Professional Experience
All Property Services Inc.- Fort Collins, Colorado
8/2008- 6/2010
Property Manager/Commercial Leasing Agent
> Responsible for the management and leasing of 145 privately owned single
family homes, town homes and apartments.
> Managed and leased more than 28,000 square feet of commercial office
space in and around the Fort Collins area.
> Assisted other managers with Real Estate and Property Management law,
procedures and training.
RE/MAX Alliance - Fort Collins, Colorado
11/2006 - 8/2008
Licensed Real Estate Broker/Assistant
> Assisted Licensed Broker with sales, contracts, office management and
customer service.
> Obtained Real Estate License and successfully closed multiple sales of
homes.
Key to the Rockies Lodging Company - Keystone, Colorado
10/2003 - 11/2006
Rooms Manager, Front Office and Reservations Agent
> Managed over 150 rental and second home units including maintenance,
housekeeping, inspections, reservations and security.
> Managed and performed all functions of the Front Desk.
> Received and booked reservation calls using the First Resorts Lodging
Software.
> Maintained and updated the company web site.
ResortQuest International - Breckenridge, Colorado
6/2000-10/2003
Director of Homeowner Relations, ResortQuest Breckenridge and General
Manager, ResortQuest Keystone
> Promoted to General Manager after two years of dedicated service at
ResortQuest Breckenridge.
> Negotiated management contracts for short term rental properties.
> Assisted homeowners with problems, understanding monthly statements,
contracts, maintenance/cleaning charges and Home Owner Association (HOA)
issues.
> Met with perspective Real Estate buyers to discuss coming onto the short
term rental program.
> Acted as a liaison between homeowners and all company departments.
> Solicited new homeowners for the short term rental program.
> Met and assisted realtors with rental figures, HOA policies and client
questions.
> QuestPerks Coordinator for ResortQuest Breckenridge.
> Developed policies and procedures to better serve the homeowners.
> Coordinated spring and fall deep cleans, up-grades and remodels for
homeowners.
> Directed all operations for Lodging, Ski Shop, Property Management,
Homeowner Relations and Real Estate in Keystone, Colorado.
The Great Divide Lodge, Vail Resorts - Breckenridge, Colorado
1992 - 2000 Assistant General Manager - Breckenridge,
Colorado
> Promoted several times from lower positions. Served 5 years as Assistant
General Manager.
> Represented executive offices to hotel guests and employees.
> Received and resolved all guest requests, disputes and complaints.
> Responsible for responding to emergency situations.
> Inspected common areas and performed security checks.
> Supervised all hotel departments and employees to ensure compliance of
procedures established by upper management.
> Conducted site tours for the sales department and secured group
reservations.
> Managed the Front Desk, Bell Staff, Concierge and Guest services staff.
> Monitored in-house groups and their functions.
Education and Training
Graduated, Bachelor of Science in Education ( Millersville University -
Millersville, PA
Successfully completed the Acres real estate licensure program
11/2006
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