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Customer Service Manager

Katy, TX
March 13, 2018

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Cathy M. Sawyer 832-***-**** HOUSTON, TX


A goal oriented and self motivated thinker seeks a challenging and rewarding position in the Real Estate (Property Management) industry to further company growth by solving complex problems and promoting teamwork to enhance productivity and profitability

Skills & Technical Training

29+ years of extensive Property Management experience in Multi-Family Industry

Interfacing with all levels of management

Demonstrate successful leading and mentoring of teams to maximize productivity

Leadership Training

Marketing Specialist-Budgets/Plans

AMSI- Over 10 years’ experience

Rent Roll-Over 10 years’ experience

Certified Trainer in OneSite/20 years’ experience with all Realpage software

Excellent communication and problem-solving skills

Professional Presentation Techniques

Manage multiple properties providing exceptional customer service to residents

Able to Direct, Complete, & Implement Complex Projects

Outgoing and pleasant demeanor, willing to go the extra mile and focused on exceptional customer experience

Work Experience

CWS Apartments –Senior Director-lease-up Specialist Sept 2008 – Present

Senior Community Director and Mentor when appointed by Regional

Prepared and maintained an annual budget including variance reporting and plans to achieve client objectives

Promoted and supported a team culture to provide exceptional customer service

Meeting Facilitator with Senior Management

Facilitator assistant due diligence and take overs on 15 properties/7 in 2012

Implementation and director on lease up properties

Regional expense committee

Minimum of 20% in NOI growth of the year 2008,2009,2010,2011,2012,2013

Completed all Marketing Budgets and Marketing Plans

Generated all renewals with an average of 12.7% increase with a 73% retention rate

Property of the year 2010 - 2013

CWS Apartments – Senior Community Director Sept 2007-2008

Market the community and specific vacancies to target market

Focus on overall strategy to fill vacancies quickly with qualified applicants

Interface with the home office regarding payables and receivables

Submit required reports to the corporate office in a timely fashion on a daily, weekly and monthly basis

Projected Objective occupancy goals and exceeded all expectations

Rockwell – Property Director March 2006 – Sept 2007

Responsible for supervising 564 units, including marketing and selection of residents

Supervise staff of 14, to insure a quality, well-maintained community

Review monthly financial reports and prepare variance reports

Establish performance goals for onsite personnel and provide support toward achievement

Coordinate turnovers for maintenance staff

Chancellor Properties – Property Manager June 2001 – March 2006

Floating Manager/New Construction lease

Responsible for aspects property management and mentor to all newly hired Managers

Responsible for all employees including payrolls as well as marketing and selection of residents

Data entry, bank deposits, financial and occupancy reports, evictions, inspection of apartments upon move-ins and move-outs

TGM Mgt. – Property Manager- Assistant Regional Manager August 1998 – June 2001

Utilize newspapers, internet and other advertising sources to maintain high quantity and quality of traffic for lease-ups

Consistent education and enforcement of all rules and regulations of the community

Report rule violations promptly with plans to correct the violations

Davis Development – Property Manager July 1996 – August 1998

Responsible for managing 390-760 units – Managed new project for Dakota and Tribeca Lofts

Marketing and selection of residents, evictions, inspection of apartments upon move-ins and move-outs

Review monthly financial reports and prepare variance reports, data entry, bank deposits, financial and occupancy reports

Perform additional tasks and responsibilities as needed

Harry Reed – Leasing – Regional Leasing Director Jan 1991 – July 1996

Assisted all Managers with daily operations of the property portfolio, general administrative duties, and customer care skills

Collection of rent and other resident receivables in accordance with lease

Handled all evictions, depositions, court appearances, mass mailings, newsletters and general correspondence

Managed employee supervision, working with vendors, property inspections and made recommendations for improvement repairs

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