Customer Service Manager

Catherine Perry

Email: abpfuj@r.postjobfree.com

Address: **** ***** *** *****

City: Punta Gorda

State: FL

Zip: 33950

Country: USA

Phone: 617-***-****

Skill Level: Management

Salary Range: $60,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

CATHERINE E. PERRY

1506 Casey Key Drive

Punta Gorda, FL 33950

617-***-**** (c)

941-***-**** (h)

abpfuj@r.postjobfree.com

HUMAN RESOURCES/PROPERTY MANAGEMENT / TRAINING AND DEVELOPMENT / REAL ESTATE / 121 CERTIFIED FLIGHT ATTENDANT

PROFESSIONAL PROFILE

Positive, detail-oriented, team professional. Excellent supervisory and decision making skills, strong work ethic and commitment of maximizing the company mission and vision to achieve the maximum potential for both the company and the individual growth.

Extensive experience in coaching and training of real estate professionals. Provided individual growth and development plans, customer service specialist, compliance training, project management, problem-solving and supervisory skills. Facilitation of corporate initiatives and policy/procedural updates.

Community Manager for a variety of apartment style communities that included high-rise, townhomes and garden style apartment homes. Managing communities that ranged from 200 to 700+ units.

* Regional Performance and

Development Manager

* Coaching * Customer Service * Marketing

* Budgeting

* Contract Preparation and Oversight * Cost control - Budgeting, and Forecasting; Inventory Control

* Manage Performance and Feedback

* Selection and Hiring Process * Negotiations * Payables, Receivables, and Payroll

* Documentation and Record Keeping

* Project Management * Marketing/Leasing * Staff Management

* Financial Analysis Real Estate * Contract Preparation

Office Software knowledge and experience:

Microsoft Word, Power Point, Excel, Windows (all versions), Internet,

Lotus 1-2-3, AMSI, File Maker Pro, Peachtree Accounting, Multiple Listing Service system,

Real Edge, PC Access,Yardi Enterprise, Yardi Voyager, Keytrak, Ops Technology and MRI

PROFESSIONAL EMPLOYMENT

LEAD CERTIFIED 121 FLIGHT ATTENDANT FEBRUARY 2012-Present

SWIFT AVIATION GROUP, PHOENIX, ARIZONA

Responsible for each and every aspect of in-flight safety and customer service. Successfully completed training for certification of both 737 and 767 aircrafts. Emergency equipment and procedures, passenger handling, self-defense, duties and responsibilities, handling hazardous material, first aid (including CPR) and FAA Regulations completed the 121 Flight Attendant program.

International travel- June 2012 to September 2012

Designated Flight Crew for the Boston Celtics-October 2012 to present

Certificate Number: 3622834

HOME PROPERTIES, LLC, Massachusetts, Illinois, Florida and Maine April 2007- November 2011

Regional Performance Development Manager*

Facilitate training programs to regional staff as required based on identified performance gaps, new hire needs, development opportunities or updates in tools, technology, policy and procedures. Conduct new employee orientation for all new hires in the region, Conduct monthly training refresher at regional level. Collect appropriate data as directed and conduct performance improvement plans (PIPs) for leasing professionals including review of calls and physical shop data, appropriate documentation, coaching and communication of feedback and development plans for all leasing professionals. Identify and communicate individual and systematic performance improvement opportunities in region (for example, develop job aids at the regional and property level) Collect and provide relevant data to the Training Director. Position required frequent air and car travel (60%). Region includes Boston, Maine, Chicago and Florida.

*Development Dimensions International Certified

HOME PROPERTIES, LLC, WALTHAM, MA July 2006-April 2007

Community Property Manager: Gardencrest Apartments

Fully responsible for the performance of a 75M+ apartment home rental community.

Supervise a staff of 20+ employees. A community comprised of 65 garden style and townhome style buildings located on a 42 acre site. Coordinate and manage daily operations and capital improvement projects. Coordinate and manage a 1M Parking Enhancement Project. This project comprised of reducing green space and adding approximately 90 additional parking spaces. Manage interior and exterior apartment renovations and upgrades.

Awards: Best Revenue Growth Year End 2006

RIVERSTONE RESIDENTIAL GROUP, BROOKLINE, MA August 2004-July 2006

(Formerly known as TRAMMELL CROW RESIDENTIAL SERVICE)

Community Property Manager : Dexter Park Apartments

Fully responsible for the growth and performance of a 409 unit rental community. Oversee the daily operations and management of a 100M+ asset. Supervise staff of 14+ employees. Coordinate and manage daily operations and capital improvements. Instrumental in the addition of a Media/Theatre Room, Children`s Activity Room and the addition of a new elevator system in one of the towers. Assist in the revision of the company National Standards Manual. Train several company required programs such as; Orientation, Office Operations and Sales and Leasing.

TRAMMELL CROW RESIDENTIAL SERVICES, WATERTOWN,MA April 2002- August 2004

Community Property Manager : Whitney on Main Apartments

Full responsibility for the performance of a 280-unit rental community located in Watertown, MA. Oversee the daily operations and management of a 50M+ asset. Coordinate and manage 3.5M+ in capital improvements. Transition this property from prior management to TCRS which included marketing, staffing, and establish both community and customer relations. Implement new policies and procedures in compliance with the company standards. Marketing included internet exposure, print advertising and the development of brochures. Work closely with owners and asset managers to achieve goals set for the property. Goals included major interior renovations of common areas, elevators, laundry rooms, apartment homes, and a new fire system. Reduce the 62+ property demographics from 70% to 15%. Identify areas of additional revenue. Increase parking revenue to 100% within two years. Consistently maintain less than 1% delinquency. Negotiate and select vendors and complete contractual agreements. Closely monitor market conditions and adjust accordingly. Complete required weekly, monthly owner reports that consist of market surveys, market conditions, sub market, and monthly financial statements including forecasting and variance reports.

Awards: Property Manger of the Year 2003 (stabilized property)

Ace Achiever (appointed regional field trainer)

Achiever Award Recipient (TCRS Quarterly Award: Property Manager)

2005 Total Commitment Award for Customer Service

ARCHSTONE-SMITH COMMUNITIES, WALTHAM, MA October 2000-February 2002

Community Property Manager: Bear Hill Apartments

Full responsibility for maximizing long term performance of 300+ unit rental community, including personnel management and development, sales leadership, customer service and all operating procedures within a broad understanding of the competitive property leasing marketplace. Specific functions included recruiting, hiring, training of leasing staff, developing and executing operating budget on a monthly, quarterly and annual basis, review and approve all contracts for service and oversee service provided, overseeing and accountability for all operations within the property. Consistently within 1% of budget allocation, and maintained an average 98%-99% occupancy rate.

Awards: -Delinquency

HUNNEMAN COLDWELL BANKER REAL ESTATE & RE/MAX PREFERRED Methuen, MA 1995-1999

Realtor

Prepared and presented comparative market analyses, listed and sold residential properties, analyzed clients` needs and presented properties. Coordinated entire sales process with lenders, appraisers, attorneys, inspectors, and other realtors.

* In one year, earned four awards from company, realtors` associations, and peers. Received President`s Award for Distinguished Service from Northeast Association of Realtors. Also was selected from among 65 peers for the Circle of Excellence award, given for contributions to the company and interoffice communications.

* By extending exceptional customer service to prospective clients, gained 95% customer loyalty.

Awards: ReMax Realtor of the Year (recognizing Community Service)

THE VICTOR COMPANY, INC. REALTORS Andover, MA 1993-1995

Personal Assistant

Reporting to the owner assisted with scheduling and streamlined office communications.

* Created and organized new construction brochures and informational marketing packets.

* Maintained mailings database of more than 500 key prospects for monthly mailings.

* Served as liaison with attorneys, government officials and other realty professionals.

ROBERT J. BONIN, THE ESTATE Haverhill, MA 1990-1992

Business Manager

Responsible for all Accounts Payable and Rental Revenue for 17 multi-unit management firm with properties located in Massachusetts and New Hampshire. Oversee all accounting and bank reconciliation for the estate. Analyzed and update all insurance packages, ensuring compliance. Process weekly payroll, monthly and quarterly tax liabilities and miscellaneous required government filings.

MAIN STREET AUTO SALES AND SERVICE Waltham, MA 1986-1989

Assistant Office Manager

Responsible for maintaining vehicle inventory, service schedules, reports, sales commissions, cost disbursement journal and both payables and receivables for leasing department. Also processed loans, finance charges, and refunds. Prepared required monthly reports for Controller. Acting Office Manager when needed.

WHITE`S GARAGE, INC. Waltham, MA 1983-1986

Treasurer and General Manager

Responsible for all administrative elements of the business, including ensuring compliance with all licenses and contracts. Forecasted both expenses and capital purchases, and analyzed costs.

* Key player in turning the company around from a $300,000 per year loss position to profitability within 3 years. Specific initiatives included:

- Restructured staff, hired key personnel, eliminated deadwood

- Improved operating margin by controlling payroll and fuel costs

- Analyzed equipment needs, secured financing, leased or purchased $400,000 in equipment

- Upgraded telephone system. Designed dispatch system to monitor service calls and track productivity of trucks and drivers.

- Redesigned waiting room and office area to provide improved customer service

* Increased business 65% by reinforcing the company`s commitment to service. Professional Affiliations

FAA Certificate Number: 3622834

Licensed Realtor, Commonwealth of Massachusetts

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