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Manager Customer Service

Location:
Fredericksburg, VA, 22401
Salary:
$95,000+
Posted:
September 23, 2017

Contact this candidate

Resume:

Fredericksburg, VA *****

Cell: 540-***-**** or 808-***-****

ac2fvw@r.postjobfree.com

SUMMARY

Organized and detail- oriented individual with the ability to execute multiple tasks at any given moment. Demonstrated history of successful property oversight while providing high-quality management and exemplary client relations. Professional, veterinary and hospitality background ensures excellent communication skills and ability to work with and manage individuals from varying backgrounds. Ability to coordinate with multiple departments to ensure the successful execution and development of large-scale projects such as lease ups and renovations.

HIGHLIGHTS

Luxury Class A new construction and Class B communities

Experienced with high profile tenants

Knowledge of leasing and market conditions

Extensive experience w/ Luxury Lease ups & Renovation Projects

Highly experienced with high turnout resident events

Fast learner/Very Personable

Superior Organizational Skills

NAA Member

Microsoft Office Advanced

Fair housing Certified/WDU Compliance Familiar

AMSI/Esite/EPO/Nexus Systems/Yieldstar

Onsite/RealPage/G5 Reputation Management

Safe Rent/Yardi Voyager/Rent Cafe/Active Building

Bluemoon lease and application generation.

Grace Hill/RealPage LMS transcript/OPS technology

Nexus payables advanced

Annual Budget development

Capital improvement project planning

Renovation project management. In unit and capital projects.

Insurance and incident reporting

ACCOMPLISHMENTS

1. Proven track record in exceeding budgeted NOI (Net Operating Income) by 3% or more.

2. Proven track record in maintaining revenue collections under 1% delinquency.

3. Proven track record at increasing moral within the workplace and ultimately reducing staff turnover. Thus, creating a more stable and familiar environment for staff and residents alike.

4. Proven track record for improving overall customer experience by 60% in less than ONE calendar year.

EXPERIENCE

COMMUNITY MANAGER - KETTLER

Alexandria, VA 2017-current

• Manage all aspects of a Class A rental community, including but not limited to; budget management, community policy enforcement, overseeing and guiding leasing sales, overseeing the service team to ensure timely response and repairs to all maintenance requests.

• Communicate, delegate, and guide staff members with positive coaching to obtain community goals and maximize occupancy and revenue.

• Implement and enforce community policies

• Invoice processing through Nexus payables.

• Achieve maximum resident retention by providing superb customer service at all times.

• Comply with and practice all Fair Housing laws

• Weekly market survey

• Marketing and advertisement

• Resident event planning and managing all social media accounts

• Collecting and processing of rental payments

• Assisting residents with accounts, and managing delinquency/evictions

• Property sale experience

• Maintaining lease files and community records

• Manage renovations and community improvement projects

COMMUNITY MANAGER - CAPREIT – RESIDENCES AT BELMONT APARTMENT HOMES LLC

Fredericksburg, VA 2015-2017

• Provides leadership, coaching, guidance, ongoing feedback and motivation to staff, ensuring adherence to company policies and procedures. Cross train, coaches and develops qualified candidates for future opportunities within the company.

• Prepares, executes and monitors operating budget.

• Followed proper procedures for online accounting system, including but not limited to creating and approving purchase orders, invoices. Reviewed budget control reports to ensure property remained within budgeted expectations and notified VP of Operations and accountants of any variances in writing.

• Ensures budgeted occupancy levels at budgeted rental rates and in conjunction with other goals of the property.

• Assists in collection of rents, enforcement of banking procedures, delinquency and all collection procedures including filling of all unlawful detainers, writs, etc.

• Maintained necessary records of all financial transactions of the property. Responsible for maintaining and reconciling all petty cash funds and records monthly.

• Prepared all property reports.

• Ensure the effective execution of lease renewal strategies as well as resident retention plans, including planning resident socials.

• Ensure ongoing and up to date knowledge of all market conditions; implements marketing programs accordingly. Prepare Quarterly Property Marketing plans.

• Manage all resident issues and handles resident complaints in a professional and timely manner.

Continued page 2.

OFFICE ADMIN/VET TECH TRAINEE • RETAMA EQUINE HOSPITAL

Selma, TX 2011 –2012

•Extensive customer service responsibilities + required to perform essential admin and registration duties during high stress emergency situations + high attention to detail + Morning and evening rounds for boarded animals and overnight/long term patients in the equine and small animal hospitals + shadow and aid DVM’s and interns in operating rooms, exam rooms, sonograms, x ray, insemination etc.

MANAGEMENT SUPPORT – THE VILLAS AT MEDICAL CENTER

San Antonio, TX 2007-2010

• Personnel management – hire, train, supervise, and counsel all on-site staff; evaluate performance; recommend wage rates, promotions, terminations; schedule work hours and vacations; maintain a safe, happy, and congenial work place.

• Training – train each employee through on the job training and use of Company and external training programs to do their job to the best of their abilities.

• Marketing – market the property through leasing, resident retention, promotions, and advertising; set rents with the approval of the Vice President at the maximum level attainable. Initiate and follow up on Renewal Leases.

• Office administration – operate a professional rental office in accordance with Management Support policies.

• Maintenance – inspect all buildings and grounds regularly; maintain the physical condition of the property; correct all deficiencies reported by residents quickly, courteously and correctly through direction of on-site maintenance personnel and outside contractors; maintain an effective preventative maintenance program.

• Accounting – collect all rent and authorize disbursements; deposit rent the day it is received; file required accounting reports in a timely and accurate manner; maintain payroll records; collect delinquent amounts. Cost control – purchase supplies and services in the most economical manner; conserve utilities; account for fixed assets.

• General – maintain a rapport with residents; ensure a peaceful, orderly, happy community.

OTHER Experience:

Extensive experience in the hospitality, retail and customer service industries, have helped develop me into a well-rounded professional that is greatly prepared for any given situation.

REFERENCES:

Kelly Walker 804-***-**** – Senior Regional Property Manager

Beth Sloan 352-***-**** – Regional Property Manager

Daisy Lozano 210-***-**** – Property Manager

Nicole Bolinski 571-***-**** Property Manager



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