Customer Service Manager
Resume:
Erin C Williams
**** *** ***** ***** * Columbus, GA 31904 * 706-***-**** *
****************@*****.***
Proven performer in all aspects of office management and executive
administration to include accounts payable, payroll, quality control, human
resources, workers compensation, executive assistance, corporate
communication, power point presentations, event planning, marketing, etc.
Professional strengths include excellent written and verbal communication
skills; extensive background in customer service, marketing,
administration, office management; ability to multi-task effectively.
Proficient in Yardi, Crossfire, Quick Books, Microsoft Outlook, Excel,
Power Point, Word, Publisher, etc.
Work History
Multi-Family Services, LLC (nationwide landscaping company for multi-family
residential & military family housing)
Columbus, GA
Clint Thomas, President 706-***-****
Employment dates: April 2010 - July 2010 (company went out of business)
Position held:
. Director of Corporate Affairs (Marketing, A/P, Payroll, HR, Risk,
Customer Service, Corporate issues, Division Support, Assistant to the
President)
Responsibilities include: Developing, executing, managing all aspects
of the marketing program (marketing collateral, marketing campaigns,
promotional items, bi-monthly newsletter, website development, etc).
Responsible for all aspects of customer service at the corporate level
to include direct communication with individual tenants & property
managers regarding landscape maintenance requests/concerns/questions.
Manage all aspects of A/P to include: creating purchase orders,
properly coding po's and invoices to correct class/division/vendor
ledger accounts, entering bills into Quick Books Online, writing
checks out of QB Online, vendor/customer relations, etc.
Manager all aspects of Payroll to include: receiving time sheets,
inputting time, importing time to Paychex, ensuring accuracy of
payroll prior to processing, distribution of payroll checks, etc.
Responsible for ensuring all corporate affairs are resolved promptly
and satisfactorily (insurance claims, insurance renewals, tag renewals
for work vehicles, resolution of all IT/Customer Service/etc issues at
the division level). Responsible for writing SOP's for division level
operations.
Assist President of the Company with any tasks, duties as requested.
The Villages of Benning
Fort Benning, GA
Bob Chenoweth, Supervisor 214-***-****
Employment dates: 2005 - April 2010 (continuous employment, various
promotions from 2005 - 2010)
Position(s) held:
. Marketing Manager (January 2007 - August 2007, January 2009 - April
2010)
Responsibilities include: Creating marketing and ad campaigns for
lease-ups. This responsibility includes working with various medias to
create and develop print and web ads.
Creating a branding campaign through the use of marketing collateral
and promotional items. Created, developed and maintained all current
marketing and promotional collateral with the help of various
promotional companies and printing agencies.
Creating and maintaining an aggressive and extensive resident
retention program. The resident retention program consists of
recurring monthly resident events/activities that I develop,
facilitate and manage. Quarterly resident events and annual resident
events. All of the management, logistics, execution of these events
are performed by me.
Successful website management. Update website on a daily basis to
ensure that information is current. Develop creative, effective ways
to keep our website interactive and engaging, thereby, increasing
visitor traffic and decreasing the visitor "bounce rate". Develop all
web pages and page design.
Creating monthly Community Newsletters (proficient in Publisher).
Creating promotional flyers for all resident events and lease
incentives, also with the use of Publisher.
Effectively create, maintain and track the Marketing Budget
(proficient in Excel).
Host/facilitate bi-monthly Marketing Committee Meetings with team
members.
Host monthly display booths at various retailers and agencies on-post.
Perform tours of housing to post Commanders and Leaders.
Perform FRG (Family Readiness Group) briefings regarding our company,
our product, our program.
. Executive Assistant / HR & Marketing Coordinator (January 2007 -
August 2007, January 2009 - October 2009)
Responsibilities included: Executive Assistant to the Community
Director responsibilities included maintaining the Community
Director's daily schedule, attending events in her absence, office
management, etc. This position was also responsible for writing all
formal letters that were sent out from the Community Director's
office.
Human Resources/Benefits/Risk Coordinator responsibilities included
the processing of all new hire and termination paperwork. Orientation
of all new hires. Processing of all benefit, payroll, personnel
changes, employee changes, etc. Processing of all Risk issues such as
worker's compensation, employee injury, etc. Assisted the corporate
office in Seattle with all IT, phone, office management
issues/concerns.
Marketing Coordinator duties included print/web ad development and
management. Development of all marketing collateral/promotional
items. Regular speaking engagements performed for unit pre-deployment
briefings, FRG events, etc. This position transitioned into the full-
time Marketing Manager position.
. Quality Control Manager (August 2007 - January 2009)
Responsibilities included: Managed the entire turn/PPC (paint, punch,
clean) process for on-post housing (4000 homes). Coordinated with
vendors, submitted work orders, processed invoices, managed a staff of
4 and all PPC vendors, effectively worked with leasing to track the
turn over and priority of available homes.
Inspected homes to ensure customer satisfaction upon leasing tour.
Program/Project Management experience.
. Assistant Community Manager (October 2005 - January 2007)
Responsibilities included: Assisting residents with their housing
concerns. Submitting and following up on work orders and other housing
issues brought to management's attention. Performed, tracked, managed
all move-ins and move-outs. Fort Benning has approximately 4000
homes. I was the assistant manager for the largest most challenged
property. We managed approximately 1100 homes so the volume of move-
ins and move-outs was tremendous. Effective customer service was key
to our success.
Whisperwood Apartment Homes
Columbus, GA
Employment dates: 2005
Position held:
. Leasing Agent
Responsibilities included: Receiving incoming leads via walk-ins,
call-ins, emails and turning that lead into an appointment and then
that appointment into a resident. Listened to customers and
effectively determined their housing needs and hot buttons. Performed
tours of the property to include apartment homes, amenities, etc.
Performed all move-in paperwork and the move-in process. Contacted
residents on a scheduled basis as a resident touch and to offer
quality customer service.
Contacted residents to follow up on work orders and to ensure customer
satisfaction.
Cross Creek Apartments
Columbus, GA
Employment dates: 2004 - 2005
Position held:
. Leasing Agent/Office Manager
Responsibilities included: Receiving incoming leads via walk-ins,
call-ins, emails and turning that lead into an appointment and then
that appointment into a resident. Listened to customers and
effectively determined their housing needs and hot buttons. Performed
tours of the property to include apartment homes, amenities, etc.
Performed all move-in paperwork and the move-in process. Also,
created maintenance work orders and followed up with residents.
Office staff included myself and the Property Manager only. I was the
acting Manager when the Property Manager was not on-site and handled
all of her responsibilities, as such.
Coldwell Banker-Kennon, Parker, Duncan and Key Realtors
Columbus, GA
Self-employment dates: 2002 - 2005
Position held:
. Georgia and Alabama licensed Realtor (member Columbus Board of
Realtors; member of The Larry Mitchell Team)
Responsibilities included: Working as a licensed real estate agent, I
was self-employed so all duties fell upon myself. This included
finding new business, cold calling for sale by owners, marketing my
listings, facilitating the entire home purchase/home inspection/home
loan processes, negotiating purchase sale agreements/inspections/etc.
Coordinated display of my home listings on the Kennon, Parker, Duncan
and Key Home Show and in the Homes and Land magazine.
Created marketing materials to promote my listings.
Worked with buyers to determine their housing needs, show them
properties and work with negotiating the best home sale price to meet
their financial needs.
Training & Memberships
. Fair Housing; Effective Customer Service; Leading Change; Business
Ethics; various Webinars through The Villages of Benning and Mid-
America Apartment Communities
. Completed Property Management course through Columbus State
University's Real Estate Continuing Education department
. Memberships: PTSA, Columbus Board of Realtors, Columbus Road Runner's,
Cascade Hills Church
Professional References
. LTC Kevin Clarke (Fort Benning Chief of Police): 706-***-****
. Raul Brown (Housing Operations Manager, Fort Benning Family
Communities): 706-***-****
. Mark Smith (General Manager, Fort Benning MWR Business Operations):
. Frank Brown (Owner, Odyssey Printing & Graphics): 706-***-****
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