Customer Service Manager
Resume:
Torianne R. Falls
Katy Texas 77493
*************@**********.***
Summary of Qualifications
Accomplished and dynamic professional with over 7 years of experience in customer
service, consistently recognized for effective property management with a solid history of
success in real estate sales in leasing and rentals. ‘A highly dedicated individual and a
proven leader with documented success in progressively dynamic and challenging
positions with working knowledge of Landlord/Tenant Law and Fair Housing Act, Rent
Control Properties (Section 8, HUD, Tax Credit), principles and techniques of effective
management, offering strong performance in leasing, strategic planning, client
relationship building and optimizing internal operations. Self-motivated and efficient
with proven results in utilizing expertise in solutions-based sales to increase revenue and
customer base, with proven ability to work effectively in busy environments with positive
results. Proactive with excellent interpersonal and communication skills, experienced in
working with different personalities including clients and vendors as well as working on
own initiative. Proficient in Microsoft Office: Word, Publisher, PowerPoint, Excel,
Outlook and Vista; 40 - 45 wpm.
Leasing Agent / Office Assistant: 11/2011 - 10/2012, Laguna Del Sol Apartments
Houston, Texas
Provided information and showed available apartment units for rent to customers.
Ensured prospective tenants completed application correctly, verified all
information’s and handled collections of upfront payment.
Handled evaluation of a tenant, conducted credit report to ensure tenant met
guidelines of the apartment complex and performed background checks.
Ensured prospective tenants signed contracts properly and reviewed contracts with
the tenant(s). Maintained all leasing paperwork including application papers,
leasing agreements, employment and credit checks, and lease move-in packets.
Maintained an accurate knowledge of all aspects of the property, including leasing
and pricing information, availability, expiration of leasing contracts, and the sizes
of properties.
Leasing Agent/ Assistant Manager: 04/2010 - 10/2011, The Crossings at Ashton
Place Apartments Houston, Texas
Assisted manager with the general administration of the property and performed
related management functions with the daily operations of the apartment
community.
Handled all telephone inquiries, set appointments, showed and rented units, processed
the move-ins, set up leases, executed renewals and handled move-outs.
Performed move-in and move-out inspections of units to determine applicable
charges for damages, conducted inspections to determine market readiness and
implemented high quality standards of cleanliness and aesthetic appearance.
Processed rent payments and prepared bank deposits as well as follow up on
collections, posted 3-days notices and late fees.
Prepared purchase orders, coding and processed vendor invoices for payment, sent
documentation to Corporate Office and followed up on vendor payment inquiries.
Assisted in maintaining an efficient operation of the property consistent with Loss
Prevention and Corporate Office policies and procedures, even during
understaffed periods.
Office Assistant/Leasing Agent: 10/2009 – 04/2010, Pineview Terrace Apartments
Katy, Texas
Verified all applicants’ rental, employment and criminal history
Provided information about the property and the community to prospected client and
scheduled visits to the property.
Interviewed prospective tenant(s) and recorded information to ascertain needs and
qualifications.
Accompanied prospects to model homes and apartments and discusses size and layout
of rooms.
Completed lease agreement and collected rental deposit.
Performed clerical duties
Processed rental payments
Office Assistant/Leasing Agent: 01/2008 – 08/2009, Skyview at Palm Center
Apartments (MRI), Houston, Texas
Conducted interviews for prospective tenants and recorded information to
accommodate needs and satisfy property qualifications.
Completed lease agreement and collected rental deposit.
Processed rental payments
Managed office files.
Handled resident’s concerns and processed maintenance requests.
Projected professional image and demonstrated initiative.
Adhered to policies and procedures.
Maintained timely rent collection and ensured relevant deposits.
Collector/ Customer Service Rep: 03/2005-12/2007 Universal Fidelity Cooperation,
Houston, Texas
Used designated dialing system (manually/automatic) to contact customers.
Maintained debt collection portfolio using the support framework designed
Used various skip tracing tools
Negotiated payment plan with customers that would be beneficial to both parties,
alleviating mounting debt.
Secured all payments possible while adhering to the FDCPA and State Regulations.
Responsible for ensuring the prompt and proper payment of claims and appeals.
Updated notes on accounts through data entry
Maintained composure in difficult situations
Maintained monthly goals
Education
Royal High School - Pattison, TX
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