Customer Service Manager
Resume:
NICHOLE PERRY
Reston, VA 20191
*****.*******.*@*****.***
An energetic, performance driven professional with exceptional customer
service skills and proven talent for
cultivating strategic relationship, managing key accounts and driving
revenues. Outstanding relationship building, training and presentation
skills. Intelligent, articulate and driven to succeed.
Key strengths include:
. Marketing and Events
. Project Management
. Incentive Programs
. Supervisory/Team Building
. Account Management
. Client Needs Assessment
. Solution Oriented Selling
. Training Development and Delivery
WORK EXPERIENCE
Law Offices of Buonassissi, Henning & Lash, P.C
March 2009-Present
Reston, VA
Assistant Office Manager
. Responsible for organizing and coordinating office operations and
procedures in order to ensure organizational effectiveness and
efficiency.
. Design and implement office policies while establishing standards and
procedures.
. Supervising office staff and attorneys.
. Liaise between staff, partners, and clients of top fortune 500
companies
. Provide human resources function such as recruitment, employee
packages (health/life insurance, W-9, etc.), and personnel files,
COBRA, training (coaching and discipline), evaluation of staff
performance, and insure compliance with all federally mandated OSHA
regulations.
. Design and implement filing systems to track thousands of files while
ensuring the protection and security of sensitive information.
. Transfer and dispose records according foreclosure laws and policies.
. Maintain, approve, and track time keeping and payroll.
. Calendar meetings and training seminars while accurately recording
detailed meeting minutes.
LCOR Incorporated July 2004 -
January 2009
Riverstone Residential Group
Trammel Crow Residential Services
Groton, CT
Assistant Property Manager
. Promoted to Assistant Property manager at The Ledges Apartments
managed by LCOR for achieving and exceeding all leasing goals and
highest sales for the Mid-Atlantic Region.
. Managed operational tasks at The Ledges Apartments under the
direction of the Property Manager. Responsibilities included
leasing, collections, resident services, maintenance and actions
ensuring compliance with all applicable laws and company policies.
. Supervised all on-site staff while providing training and mentoring
to leasing team members.
. Provided marketing strategies to increase resident retention while
working directly with prospective and current residents.
. Maintained all account receivables and payables include rent
collections, rent postings, overseeing collections, eviction
processes to included interaction with attorney and court
appearances, maintained balanced accurate rent rolls, and
implemented lease renewal and resident retention programs.
. Provided data leasing reports and analysis regarding occupancy
trends.
Executive Leasing Consultant
. Leased apartment units and sold property products and services and
services to achieve corporate tenure, sales and service goals.
. Provided telephone information and inquiries to prospective
clients.
. Conducted site tours of property and all amenities.
. Prepared all leasing documents and communicated details of
contracts with new and existing residents.
. Performed renewals and maximized leasing agreements with existing
residents.
. Maintained customer service standards by responding to resident
requests to minimize problems and complaints.
. Assisted with daily property operations directing the efforts of on-
site staff.
. Assisted with planning resident events.
. Developed and implemented sales and marketing strategies to
increase property traffic levels, while maintaining closing ratios
to exceed budgeted occupancy percentages.
. Generated report information to compile prospect, traffic and
leasing data.
. Conducted market competition analysis.
. Assisted Property Manager with monthly closing and Monthly
Operating Review (MOR).
. Trained new leasing consultants.
AIRTRAN AIRWAYS July 2000 -
May 2004
Savannah, GA
Customer Care Specialist/Assistant Supervisor
. Managed and assisted employees with escalated customer service
calls.
. Assisted employees with daily customer service issues and
accounts.
. Created and maintained marketing database to provide analysis
of partner marketing efforts and call analysis, promotional and
seasonal trending, revenue generation and historical call data.
. Managed AirTran's "Contact Us" email inbox through daily review
and distribution of email across all business units.
. Participated in company mentoring program.
. Trained new employees on company policies and procedures, and
sales techniques.
. Functioned as acting supervisor as needed.
Quality Assurance Specialist
. Monitored agent calls for quality, technical ability and
customer service skills.
. Ensured agent calls conformed to AirTran and FAA regulations.
. Provided follow-up coaching and training to help agents improve
job performance.
. Maintained call report database to facilitate management
reporting.
. Participated in new hire training at the Atlanta HQ facility
training all new hires on AirTran's company quality
expectations and quality assurance functions.
Government Department / Internet Help Desk Representative
. Provided customer service to government and government
contractors.
. Ensured regulatory federal fare discounts were appropriately
applied.
. Assisted customers with direction and navigation of AirTran
Airways web site and inquiries related to Internet bookings.
Reservations Agent
. Responded to inbound calls and inquiries from
current and potential customers.
. Assisted customers with flight bookings and
reservations.
TGI FRIDAYS
May 1999 - April 2000
Sterling, VA
Various Positions
. Shift leader, server, hostess, food-runner and expediter.
WASHINGTON BUSINESS SCHOOL April
1999 - August 1999
Vienna, VA
Administrative Assistant
. Performed secretarial duties
. Performed data entry
. Assisted with preparation of contracts and proposals for IT
technology
EDUCATION
. Washington Business School, Vienna, VA - Executive Office
Assistant Programmer July 1998 - August 1999
. Savannah College of Art and Design, Savannah, GA - Rising Star Program
July 1997
. Connecticut Department of Consumer Protection - Real Estate
Salesperson License # RES. 0784315
. TIPS Certified - License # 2403742
COMPUTER SKILLS
Microsoft Windows 2000, Word, PowerPoint, Access, Excel, Desktop
Publishing, Outlook, Yardi, Adobe Photoshop
References Provided Upon Request
Contact this candidate