Manager Customer Service

Susan D. Herdina Cell Phone: 612-***-******

Home phone: 651-***-****

*** ***** ***** *****, ****** Lake, Minnesota 55025 ******@***.***

Professional Profile

My project management, organizational and customer service skills are

highly refined and I have the ability to communicate effectively with all

levels of employees, service providers and community leaders. And I

provide a level of professionalism that allows me to be successful in

negotiations and enables me to build strong relationships with my clients.

I have many years of executive-level administrative experience and

experience in facilities management in construction and space-related

projects, workspace planning and space allocation.

Summary of Skills

Detail oriented Strong computer skills:

Strong communication skills MS Office, Excel, Word, PowerPoint,

Project management Outlook; web-based work order and

Problem-solving and critical property management programs; social

thinking networking; Visio, Concur, Passport,

Customer focused Quicken

Typing speed: 65+ wpm Technical aptitude - the ability to

Relationship-building understand and learn programs and

software quickly

Mechanical aptitude

Professional Experience

Edina Realty

2007 to present

Real Estate Sales Professional

Achievements:

Prepare and present information on current home sales market to homeowners

interested in selling their homes or buyer interested in purchasing a

home.

Negotiate listing agreements

Negotiate sales contracts in accordance with the Minnesota Department of

Commerce regulations.

Develop customer relationships

Utilize internet and social network marketing

Hayden & Co/RentersWarehouse.com

2007 to present

Residential Property Manager and Leasing Agent

Achievements:

Work as leasing agent focusing on single-family home owners to place

tenants in their properties

Negotiate rental agreements and property management contracts with

property owners

Coordinate advertising for renter and property owner search

Coordinate and complete the lease documents and agreements between tenant

and property owner

Collect and track rent on 175 managed properties using Quicken software

and AppFolio web-based software

Develop monthly invoices and rent payments to property owners and payments

to service providers

Manage and balance property budgets and track payment activity

Coordinate work orders on managed properties

Managed the company transition to new property management software

Xcel Energy, Minneapolis, Minnesota

1999 to 2007

Property Services Representative

Achievements:

Oversee operations and space needs in a total of 450,000 square feet of

occupied office, power plant and service center buildings.

Point of contact for problem resolution for building occupants

Coordinate bi-annual fire and emergency evacuation drills at all Xcel

buildings.

Partner with Corporate Safety on safety-related issues during project

design and completion.

Act as lead safety coordinator and liaison to safety coordinators across

the service territory.

Monitor and communicate facility-related issues to building occupants

"Sell" the services provided by the department to various department

leaders.

Negotiate office space needs and assignments with building management

Assist in budget development and tracking; manage costs.

Coordinate the design, re-design, purchase and installation of employee

workstations.

Coordinate, implement and track project schedules, budgets and department

tactical plans.

Coordinate and schedule employee moves.

Solicit and measure customer satisfaction rate on major projects

Conduct routine site visits and assess maintenance and/or improvement

needs within the buildings.

Assign work to various work groups, vendors, maintenance crew and

contractors using a web-based work order system.

Coordinate the installation and network setup of Ricoh integrated copier

units (copier, printer, fax)

Support the conference room reservation system and coordinate set up

Support the conference room presentation systems

Support the audio visual and presentation functions for quarterly board

meetings with executive

Team lead in the development of tasks and procedures matrix

Participant in office standards and guidelines development team

Coordinated facility-related Year 2000 activities

Xcel Energy, Minneapolis, Minnesota

1994 - 1999

Executive Assistant

Vice President, Thomas Micheletti (currently with Excelsior Energy)

Achievements:

Support VP of Public and Government Affairs - reporting directly to CEO

Expense reporting

Meeting and travel arrangements

Written communications

Coordinate political action committee events

Monitor and understand legislative bill process related to utility

industry

Manage annual employee pay process

Partnered with I/T to research and inventory all software used in entire

business unit in preparation for Year 2000 roll over.

Xcel Energy, Minneapolis, MN

1990 - 1994

Administrative Assistant, Regulatory Affairs

General Manager, David Sparby (currently CFO, Xcel Energy)

Achievements:

Provide general support to the General Manager: meeting, expense, travel,

telephone.

Provide support in the development of rate case filings with the Public

Utilities Commission: copy, assemble and distribute rate case materials,

type and format rate case testimony documents; offsite meeting

arrangements.

Provide support throughout the department as needed

Partnered with I/T area to introduce and implement the Local Area Network

idea to both Regulatory Services and the corporate executive assistants in

1993. Coordinated training and provided assistance to employees.

Education

Licensed real estate professional since 2007

Continuing education courses related to residential property management

and real estate.

Augsburg College, Minneapolis, Minnesota

BA Communications - no degree

1997

Former Member International Facility Management Association (IFMA)

Former member International Communication Industries Association (ICIA)

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