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Customer Service Manager

Charlotte, North Carolina, United States
15.00 per hour
January 31, 2018

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Adrena Taylor

**** ************ *** *** **

Charlotte NC 28205



Energetic and motivated team worker with organization and communications skills seeking to gain employment where my 15 years of customer service and 10 years of sales experience can be utilized to provide efficient and professional service. Able to adjust and learn and new assignment giving.


Landing on Farmhurst 9/1/2015 Present Charlotte NC

Leasing Consultant/Assistant Property Manager

Greet prospects and qualify by covering all criteria (ask questions; utilize completed guest cards, etc.).

Immediately record all telephone and in-person visits on appropriate reports.

Files own guest cards and maintain according to established procedures.

Inspect models and available “market ready”, communicate related service needs to Property Manager.

Demonstrate community and apartment/model and apply product knowledge to clients’ needs by communicating the features and benefits; close the sale.

Have prospect complete application and secure deposit in accordance with the company procedures and Fair Housing requirements.

Update availability report, process applications for approvals. (i.e., credit check, rental history, etc.) Submit processed applications to the Community Manager for approval. Follow up with applicant regarding status.

Ensure apartment is ready for resident to move-in on agreed date.

Immediately follow-up on prospects that did not close and attempt to close sale again. If unable to help prospect, refer them to sister communities to meet prospect’s needs.

Secure new resident’s signature(s) on appropriate paperwork prior to move-in. Orient new residents to community.

Assist in monitoring renewals. Distribute and follow-up on renewal notices.

Monitor advertising effectiveness. Gather information about market competition in the area and file.

Represent the company in a professional manner at all the times.

Vista Commons Apartments May 2012 – July 2014 Charlotte NC Leasing Consultant

Completed leasing packages for all rentals and maintained 85%+ occupancy rate; quickly processed denial letters to inform prospective applicants of application rejection.

Assisted in development of marketing plans, Internet and print advertisements, and marketing copy.

Performed administrative duties such as rent collection, communicating with tenants via written correspondence, maintaining property and facilities, and administering lease closings.

Used housing database systems to calculate annual rent totals and recommended rental pricing strategies to maximize profitability and revenue generation.

Addressed, investigated, and resolved tenant complaints and documented action taken; delivered emergency 24-hour on-call services to tenants.

Chase on Commonwealth Sept 2012-May 2013 Charlotte NC

Leasing Consultant

Received customers cordially by greeting them and providing them with information on vacant properties available for rent.

Asked questions and held long discussions with the clients to assess their needs regarding properties.

Made sure all related forms were properly completed by the applicants – Assisted them in completing the process correctly.

Evaluated credit reports of clients to ensure whether they fall under the established guidelines for buying properties.

Conducted several background checks on the clients prior to signing any contract.

Resolved customer queries and doubts over the phone and in personal meetings.

Maintained and documented accurate records of new and existing customers for future business purposes

Enterprise Sales Solutions Sept 2011 – Jan 2012 Charlotte NC

Campaign/lead generation Agent

Creation or generation of prospective consumer interest or inquiry into a business product or service

set up appointments for new prospects

follow up on call status, send out client information

Both inbound and outbound calls

Handle all transaction such as adding credit, checking status, process credit card payment. Add credits to award card.

Follow up complaints and issues regarding accounts.

Cloud10 Sept 2008 - July 2010 Charlotte NC

Technical Support/Customer Service

Work from home for Comcast internet; handle all inbound calls regarding trouble shooting for internet & computers.

Set up email account, process credit card payment

Configure computer settings, schedule tech appointments

West@home May 2006 - Dec 2008 Charlotte NC

Customer Service/Sales

Work from home, handle all inbound calls regarding phone activation & cancelation

Collect credit card and pin card payments

Port phone numbers, change and add features to phone, introduce new products

Educate customers on how to use the web site to perform service online

Charlotte Radiology Dec 1999 – Jan 2006 Charlotte NC

Scheduler/Customer Service

Handle both inbound and outbound calls

Schedule appointments for radiologist/Doctors

Check in patients

Verify insurance, and collect co-pay

Explain procedure


Microsoft Word and excel, internet proficient, typing 45wpm. Knowledge of Blue Moon, Yardi & Rent Manager.


Fair Housing Training

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