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Customer Service Manager

Location:
Hollywood, FL
Salary:
75,000
Posted:
May 24, 2017

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Resume:

Elena Louchpii, CAM

Hallandale, FL ***** 305-***-**** ac0g2g@r.postjobfree.com

Profile

Dynamic, results-oriented CAM Licensed Property Management and Leasing Professional with a well-rounded knowledge of the South Florida market. Demonstrated success in property/facility and leasing operations including comprehensive knowledge of and experience with Condominium Law, Administration, Facility/Site Management, Maintenance Functions, Capital Improvements, Insurance, Assessments, Policy Enforcement, Tenant/Vendor Relations, Association Meetings, Liens/Foreclosures, and Security.

Recognized for exceptional customer service/satisfaction. Develop strong client rapport and productive working relationships with Board Members, unit owners, vendors and co-workers at all levels, from diverse multicultural backgrounds. Significant strengths in Finance, Accounting, Budgets and Fiscal Management to positively impact N.O.I. Recognized for containing costs, retaining residents and exceeding occupancy quotas. Proven record of taking on new challenges. Notary Public, State of Florida.

Education, Licenses and Training

State of Florida CAM License

CAI Member

CMCA Certification (in process).

Bachelor of Science Degree in Business Management, Long Island University, Brooklyn, NY

Crowd Manager Course, Seminole Tribe of Florida Fire Rescue

Florida Real Estate License (expired)

Professional Experience

M&M Property Management/ Pompano Beach FL 03/2015- Present

CAM Licensed Property Manager

Hired to Supervised five HOA/Condominium Associations of 1,419 units and Commercial Condo Center of 29 units. Oversaw the management of the facilities of the complex, to include the multiple-craft custodial and maintenance services provided by a range of outside contractors and vendors. Maximized the overall operating performance and effectiveness of the community.

Property Management Accountabilities

Great knowledge of contracting process and associated local, state, federal, and other regulations. Remarkable ability to analyze and interpret financial data and prepare financial reports, statements and projections. Excellent project planning skills. Ability to develop bid specifications and evaluate bids from contractors.

Profound knowledge of all federal, state, and local codes and ordinances pertinent to facilities planning, design, construction, and maintenance. Oversaw activities of contractors, vendor personnel, and suppliers.

Monitored contracts for compliance and controls costs; monitored general expenditures of unit; and performed quality control inspections to ensure adherence to contract specifications and industry standards. Relevant experience includes financial reports, bank reconciliation, account analysis, collections, contract negotiation, operating policies and procedures. Customer Service Delivery: Strong focus on satisfactory customer relations; Ability to run a BOD meeting when necessary according to Roberts Rules of Order.

adept at handling challenging situations. Assists tenants in monetary transactions and sorted out clients’ complaints effectively in a professional manner.

Writing letters and newsletters. Creating budgets, agenda, minutes and management report. Determent any Violation for Homeowner/Tenants Monitoring and enforcing the terms of all lease agreements.

Controlling procurement and expenditure costs.

Evaluating credit and rental history of all new applicants, verifying all income and assets of applicants to ensure they met the resident selection criteria and qualify according to the tax credit program guidelines, reviewing rental applications for approval or denial, and solving employee and resident issues.

Elita Realty North Miami, FL 08/2014 – 03/2015

n CAM Licensed Assistant Property Manager

Hired to assist in the property management and leasing of a portfolio of properties in the tri-county area. Responsible for tenant and vendor relations/management; leasing; collection of rents; building maintenance; facility management; expense control; contract negotiations; budgets; conducting property inspections; signage; parking; landscaping; and code compliance.

Property Management Accountabilities

Serve as the primary project support person for the Development Team and primary coordinator with clients, vendors, and other key business associates. Provide variance analysis reports on budgets.

Perform onsite property inspections for maintenance needs, safety hazards, curb appeal, signage, etc., and assist with supervising ongoing projects and work orders.

Secure estimates from contractors for building repairs. Compose and verify completion of maintenance work orders.

Compile list of prospects from leads in newspapers and trade periodicals to locate prospective purchasers of real estate.

Fiscal Management

Track all invoices by project to contract amounts ensuring that invoices do not exceed vendor contract amounts.

Assist in contract administration, reviewing billing, and tracking preliminary notices, as well as unconditional/conditional waivers.

Communicate effectively with lenders and partners regarding draw procedures to expedite funding of draw requests.

Assist in preparing construction draws including verifying invoices, ensuring submission of required documents (title endorsement, lien waivers, affidavits, etc.), and the obtainment of proper approvals.

Compute interest owed, penalty payment, amount of principal, and taxes due on mortgage loans.

Azora Realty Hallandale, FL 05/2012 - 08/2014

n Assistant Property Manager/Administrator

Managed all property functions from initial acquisition to sales and rentals of single family homes and condo apartments for this successful real estate investor. Oversaw daily operations, financial administration, maintenance, tenant and vendor relations, expense control, contract negotiations, capital improvements, property inspections, site visits, building maintenance, security, landscaping, and renovations. Emphasis on reducing property operating costs and optimizing NOI.

Assisted leasing agents in marketing vacant space. Performed all duties related to lease applications including preparing documents, explaining terms and conditions and assisting with move-ins.

Provided excellent customer service and maintained strong rapport with residents.

Assisted property manager with development of bids, execution of contracts and production of monthly delinquency reports.

Accepted service requests from residents and routed appropriately.

Sent out 5-day notices on past due rent and N.S.F. checks and compiled files to be sent over to attorneys for eviction proceedings.

Elena Louchpii, CAM 305-***-**** ac0g2g@r.postjobfree.com

Professional Experience - (continued)

Tatu Bar and Grill LLC Hollywood, FL 06/2010 - 05/2012

n General Manager

Directed all aspects of front and back-of-the-house operations for an Asian restaurant at the Hard Rock Hotel and Casino with 380 seats generating more than $5.3M in annual revenues. Held accountability for revenue and profitability growth of the location including operations, business development initiatives, purchasing, inventory management, cost/expense control, quality control/assurance, customer service, vendor relations, and payroll. Hired, trained, scheduled and managed a staff of 67.

Fiscal Management

Utilized a top-line sales and operations management approach to rapidly achieve and exceed profitability goals.

Lowered F&B cost through minimizing waste, monitoring proper charges, and inventory control methods.

Consistently received monthly bonus for meeting revenue goals and food/labor cost containment.

Staff/Operations Management

Implemented quality improvement measures resulting in decreased cost of sales and a significant increase in staff productivity.

Designed, developed and implemented an upselling program increasing average check sales.

Vendor Relations/Facilities Management/Maintenance Functions

Maintained ongoing relationships to gain support and value added services from vendors and purveyors.

Supervised the preventative maintenance and upkeep of equipment, facility, and grounds. Handled weekly inventory and vendor relations to ensure the timely and cost-effective purchasing of food, beverages, liquor, wine, beer and small wares.

Sushi-Maki Corp. Miami, FL 06/2009 - 06/2010

n General Manager

Responsible for managing daily operations of two locations for this high-volume sushi bar and restaurant with 170 seats. Oversaw and scheduled a culturally diverse staff of 30 generating $3M in annual sales bearing full P&L accountability.

Fiscal Management

Met restaurant financial objectives by developing financing; establishing banking relationships; preparing strategic and annual forecasts and budgets; analyzing variances; and initiating corrective actions.

Established and monitored financial controls. Developed and implemented strategies to increase average checks.

Staff/Operations Management

Ensured the integrity of restaurant operations through excellence in customer service.

Effectively led and motivated employees through implementation of in-house training on POS and incentive plans, resulting in increased productivity levels and employee satisfaction.

Vendor Relations/Facilities Management/Maintenance Functions

Supervised the preventative maintenance and upkeep of equipment, facility, and grounds. Handled weekly inventory and vendor relations to ensure the timely and cost-effective purchasing of food, beverages, sake/wine, beer and small wares.

Conducted proactive troubleshooting of actual/potential problems and innovated creative solutions to complex operating issues.

Crowne Plaza Resort Hollywood, FL 05/2007 - 06/2009

n F&B Manager

Managed the F&B function for this 311-room hotel with two restaurants, tiki bar, coffee shop and room service. Managed a staff of 30.

Fiscal Management

Maintained and improved F&B profits by monitoring waste and breakage, as well as implementing remedial action when necessary.

Instituted incentives to ensure staff engaged in upselling activities and captured cross-sell opportunities within the restaurant, lounge and bars through promotion of the menu, as well as special offers.

Staff/Operations Management

Adequately scheduled sufficient staff to cover daily business demands and ensure the delivery of exemplary hospitality to guests.

Ensured that orders of food and beverage were served promptly in accordance with hotel brand standards.

Assisted with planning and organizing of special projects and seasonal events.

Vacation Village of Parkway, Inc. Daytona, FL 12/2004 - 05/2007

n Sales Representative

Worked for a developer in marketing and selling vacation ownership property in Orlando. Responsible for advancing sales initiatives and overseeing initial contact through closing including consultation, model showings, pre-qualifying, execution of contracts, securing finance, collecting deposits and acting as a liaison between the customer and developer through the closing.

Consistently ranked as a top salesperson meeting/exceeding monthly and annual goals. Won numerous sales performance awards.

Met guests and conducted surveys to customers who elected not to purchase and promoted a temporary vacation package.

Computer Skills

Microsoft Office (Word, Excel, PowerPoint and Outlook); QuickBooks; Yardi and Tops.



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