Manager Customer Service
Resume:
*************@*******.***
Apex, NC 27502
Skills/Qualifications :
• Excellent customer service skills
• Experienced in Microsoft Office - Word, Excel, PowerPoint
• Extensive internet research skills
• Strong time-management and organizational skills
• Consistently obtained highest monthly sales ratio
• Assisted with writing training manuals and policy updates
• Recognized as a creative thinker adept at reviewing and helping write and manage
contracts
• Proven ability to lead high profile, time-sensitive projects
• Ability to write grants
• Developed and implemented training classes
• Extensive knowledge of property management, leasing and sales
T raining / Certifications:
Fair Housing Certification
Certified Professional Occupancy (CPO) Certification
Education:
Roth High School - G raduated Henrietta, NY
Rochester Institute of Technology - Business and Marketing, 9 credits Rochester, NY
Monroe Community College - Business and Marketing, 52 credits Rochester, NY
Experience:
PRD, Inc. Mt Ephraim, NJ
Property Manager, Mount Ephraim Senior Housing 2012 to 2013
Property nominated by the NJ Apartment Association for Excellence in Property Management
during tenure.
Responsible for daily operations of property with 75 units in a senior community sponsored by HUD.
Major tasks include tenant satisfaction, care and maintenance of the property, maintaining
property’s financial performance and documents, and other managerial tasks.
Ensure property and daily operations are in compliance with government regulations, company
policies and procedures, and owner’s goals and objectives.
Supervise maintenance of the property, including coordination with the site superintendent and
contractors to complete all corrective, preventive and routine maintenance activities.
Perform inspections of each unit annually, as well as move-in and move-out inspections, and issue
violation notices and invoices for damages based on inspection.
Manage unit occupancy by maintaining waiting list, reviewing eligibility of tenant applications, and
ensuring each vacant unit is turned over as quickly while complying with regulations and company
policies.
Century 21 Action, Inc Surf City, NC
Assistant Property Manager 2010 to 2011
Assistant to the long-term rental manager for over 100 properties. Ensured leases were executed,
background and credit checks completed, and all properties were inspected before and after tenant
occupancy.
Sold weekly vacations for 230 homes in Topsail Beach, and consistently obtained highest monthly
sales ratio .
Assisted home and condo owners with contracting cleaning and maintenance of properties by
i nspecting the homes, and handled guest concerns, requests and complaints .
Responsible for completion of rental contracts being signed and returned by guests with payments
i n full.
North Carolina Department of Transportation Raleigh, N.C.
Operations Center Specialist and Mobility Analyst 2007 to 2010
Monitored roadway infrastructure incidents across major NC highways and entered data into the
NCDOT Traveler Information Management System (TIMS) and NCDOT 511 for dissemination to
H ighway Advisory Radios, Dynamic Message Signs and other traveler devices.
Coordinated with NC State Highway Patrol, NC Emergency Management, NC Center for Missing
Persons, local law enforcement, NCDOT personnel, and crews across the state. Facilitated Amber
and Silver alerts.
Responsible for tracking vehicle accidents, construction work, weather related hazardous road
conditions and alternate routes for motorist to avoid and to alleviate roadway congestion.
Conducted numerical analyses for statewide performance measures on mobility and congestion.
Worked with ITS Operation in the development of the statewide Smartlink software .
Mentored NCDOT Transformation Management Team and assisted Deputy Secretary with
i mplementation of team recommendations. Assisted with training and policy updates for NCDOT
t raveler information systems.
Disaster Recovery Group/Phillips and Jordan, Inc Zephyrhills, FL & Cary, NC
Disaster Recovery Specialist 2004 to 2007
Consistently provided customer support to over 42 customers with pre-positioned disaster debris
contracts. Responsible for implementation of strategic sales and marketing.
Led contracting authorities through reimbursement process and provided training with contracting
authorities .
Assigned to the Weapons of Mass Destruction Debris guide committee with FEMA and the USACE.
Supervised subcontractors to ensure work performed was within FEMA, USACE, and OSHA
guidelines.
Deployed to Louisiana to lead and assist in the debris clean-up from Hurricane Katrina and Rita .
Childers, Laura. Page 2
North Carolina Department of Transportation (NCDOT) Raleigh, N.C.
Accounting Specialist 2002 to 2004
Initiated the writing of grants for reimbursement of disaster work for FEMA and FHWA.
Developed and implemented NCDOT disaster readiness training class.
Acted as DOT Liaison between NCEM and FEMA to ensure full understanding between
organizations.
Audited NCDOT disaster documentation to ensure maximum reimbursement from federal agencies.
Identified as lead disaster contact and worked independently as a technical advisor for DOT
personnel across the state on all disaster response and recovery issues.
North Carolina Division of Emergency Management Raleigh, N.C.
Senior Grants Manager 1997 to 2002
Assisted applicants by determining eligibility, tracked grant applications for state agencies and
municipalities (exceeding $150 million), and ensured appropriate documents and procedures were
completed and followed.
Wrote project worksheets helping eligible applicants qualify for grants.
Worked as night time Infrastructure Coordinator at Emergency Operation Center.
Appointed as Assistant Coordinator of State Agencies for Hurricanes Dennis, Floyd, Irene, and
w inter storms.
Presented numerous training sessions to NCDOT personnel .
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