Manager Customer Service
Resume:
Deborah Young, CPM
Dublin, Ohio 43016
****@********.**.***
Summary
My experience has trained me to be detailed with quick responses to
changing market conditions, asset preservation and training of personnel to
deliver the required expectations for managing communities.
Professional Experience
Empirian Property Management; Columbus, Ohio
November 2006- January 2010
District Manager- 1137 Units with the responsibility of managing 28
employees on 12 communities scattered in the Columbus and Delaware
vicinity.
Budget Development/Implementation
Employee Conflict Resolution
Financial Management Training On-
site Staffs
Auditing of On-site Offices
Identify Marketing Trends
Payroll Administration
Implementation of Market Analysis Resident Relations
Capital Expenditure
Management
Accomplishments
NOI December 2009 -1.5% YOY variance to actual
NOI December 2008 9.4% YOY variance to actual
NOI December 2007 19.4% YOY variance to actual
Reduced Resident Turnover for the District from 68% to 58% in 2009
1. Customer Service program to follow up within 24 hours and active
communication to the residents
2. Resident activity programs each month
3. Renewal program in resident homes
4. Referral training program
Reduced Employee Turnover for the District to 1.5% for 2009
1. Weekly conference calls
2. Weekly visits addressing each communities problems or
accomplishments
3. Goal setting weekly and monthly
4. Open door policy to help communication with on-site employees
including assistances if needed to accomplish goals
5. Monthly employee contests
6. Training, evaluations, and follow up on each employees goals and
bottom line responsibilities
7. Critical Conversations with individuals to help keep them
motivated towards the goals for the community
Converted 12 communities to Yardi Voyager program in August 2009
Two District Marketing Campaigns upgraded to Company Campaign:
1. No Risk Lease
2. Pay Rent Early Drawing
Promoted in October 2006 to District Manager
Equity Residential; Columbus, Ohio
August 2006-October 2006
Area Property Manager- 645 Units in training program for District Position.
Cardinal Properties sold at the end of September 2006 to Empirian Property
Management
Accomplishments
Focus on the bottom line for 6 communities trending down from previous
years.
1. Focused on Rent Ready Product
2. Market communities to local neighborhood campaign
3. Motivated staff with goals setting and assistances as needed
4. Properties were trending upward by December 31, 2006
Lane Company; Atlanta, Georgia
September 1989 - April 2006
Executive Manager- 850 Units with varied job assignments over seventeen
year period
Managed 31 employees on 6 communities, Norcross-Stone Mountain, Georgia
Company On-Site Trainer
Payroll Administration
Organized Mentor Program for Employee Advancement Resident
Relations
Financial Management
Accounts Payables/Accounts Receivables
Administrative Management
Weekly to Monthly Goal Setting
Monthly Reports to Management/Owners
Marketing Programs
Budget Development and Implementation
Capital Expenditures Management
Accomplishments
President's Club - District Level
Management of a 10 Million Capitol Renovation for a forty-five year old 550-
unit community
Facilitator on training classes and onsite training for new hires
On SOS Team to help distressed communities turn around
Top 20 Business Manager of the Year - Two Years
The Pillars of the Industry Awards - Finalist
Education
1990- Georgia Real Estate License, Affiliate Member
1984- Institute of Real Estate Management, CPM certification
1981-1982 Kennesaw College, Marketing certifications
1976-1977 Cleveland Para-Legal Certification
1974-1976 Attended University of Akron in the Associate Social Worker
Program
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