Customer Service Manager
Resume:
Jassmine P. Wilborn
Memphis, TN 38141
***************@*****.***
Career Summary:
Enterprising, enthusiastic Office Management Graduate with extensive multi-
unit residential property management experience. A proven track record in
improving community relations, vacancies and working as an effective team
member to contribute to the overall efficiency of operations. A true
relationship builder at heart with strong customer service, organizational
skills and work ethics.
Education:
Remington College
A.A. of Business Office Management
April, 2012
Remington College
Medical Assistant Diploma May, 2005
Skills and Qualifications
> Over six years' experience in the property management industry
> Excellent written and verbal communication skills
> Ability to work in a team oriented environment
> Microsoft Office 2007/Excel/Access/Power Point
> Data Entry/Filing/10 Key by touch/Scheduling
Experience
Rivergrove Townhomes amd Apartments 08/2013-2/2014
Property Manager (176 units)
. Monitor compliance with all regulatory agreements, commitment letters
and etc.
. Ensure that all new residents are eligible by reviewing and approving
new move-in files. Assist in the development and implementation of
resident activities and property management programs that will create
housing and community environments of high quality while maintaining
affordability.
. Develop and maintain relations with community services agencies and
other affordable housing groups in an effort to supplement property
management service and future resident base. Review and approve of
accounts payable and payroll to ensure that expenditures are within
specified budgetary guidelines
. Cooperate with and develop positive working relationships with
syndicators, investors and agencies
. Worked with company website AMSI.
. Review maintenance log for timeliness of repairs; review resident
follow-up binder to see that repairs were done satisfactorily
. Created an Excel Spreadsheets that documented traffic as well as turn
over costs and replacements logs.
Meridian Property Management 07/2013-Persent
Showing Agent (single family homes)
. Taking applications and showing homes
. Posting on Craigslist and greeting prospects
. Setting up and hosting open house events
Deerfield Apartments 08/2012-8/2013
Property Manager (136 units)
. Attracts tenants by advertising vacancies; obtaining referrals from
current tenants; explaining advantages of location and services;
showing units.
. Contracts with tenants by negotiating leases; collecting security
deposit.
. Accomplishes financial objectives by collecting rents; paying bills;
forecasting requirements; preparing an annual budget; scheduling
expenditures; analyzing variances; initiating corrective action.
. Maintains property by investigating and resolving tenant complaints;
enforcing rules of occupancy; inspecting vacant units and completing
repairs; planning renovations; contracting with landscaping and snow
removal service
. Maintains building systems by contracting for maintenance services;
supervising repairs. Secures property by contracting with security
patrol service; installing and maintaining security devices;
establishing and enforcing precautionary policies and procedures;
responding to emergencies.
. Enforces occupancy policies and procedures by confronting violators.
. Prepared reports by collecting, analyzing, and summarizing data and
trends.
. Updates job knowledge by participating in educational opportunities;
reading professional publications; maintaining personal networks;
participating in professional organizations. Accomplishes organization
goals by accepting ownership for accomplishing new and different
requests; exploring opportunities to add value to job accomplishments.
Waterford Place Apartments 06/2011-08/2012
Assistant Property Manager (320 Units)
. Entering purchase order thru Nexus system, working with digital check
scan, MRI web, Safe Rent and Resident Check, Yardi, Onesite Filing
Fed, Writs.
. Accomplishes financial objectives by collecting rents; paying bills;
forecasting requirements; preparing an annual budget; scheduling
expenditures; analyzing variances; initiating corrective action.
. Maintains property by investigating and resolving tenant complaints;
enforcing rules of occupancy; inspecting vacant units and completing
repairs; planning renovations; contracting with landscaping
. Coordinating maintenance request processing, work order submittals,
sub-contractor screening, and vendor/tenant scheduling
. Security deposit settlement process, generating itemized security
deposit withholding statements .Enforces occupancy policies and
procedures by confronting violators. Prepares reports by collecting,
analyzing, and summarizing data and trends. Assisting in eviction
proceedings, including filing dispossessory motions, attending court
dates, and arranging eviction crews
Canterra Park Apartments 06/2010-07/2011
Assistant Property Manager/Rehab Manager (846 Units)
. Knowledgeable of Stargate Web systems
. Completed End of Day Report/Oversaw all rehabs including inventory and
vendor management to verify proper equipment and appliance purchases
per project.
. Assisted in eviction proceedings, including filing dispossessory
motions, attending court dates, and arranging eviction crews.
. Communicated with vendors and subcontractors about bids and payments.
. Managed all remodeling on all unit including gutted units.
. Assisted in preparation of monthly management reports, budgets, and
forecasts
. Inspected work performed by service partners and vendors.
. Excel Spreadsheet documentation to record work completion by vendors
and subcontractors.
. Proficient in Bluemoon and Resident Check.
. Reporting to the firm's partners, providing them with the necessary
information needed to make informed decisions regarding the direction
of the company
Hickory Farm Apartments 12/2008-06/2010
Leasing Consultant (200 Units)
. Answering the telephone and selling the community to prospective
residents
. Providing exceptional customer service by responding quickly and
courteously to resident inquiries and service requests, taking prompt
action to resolve problems, and documenting situations as they occur
. Showing prospective residents the community and apartment homes
. Performing administrative tasks and those assigned by community
management
. Knowledgeable about Profit Stars and MRI web and Resident Check
. 80% closing ratio/ Pulling Unit Status Report and Property Activity
Reports daily
SITEL Corp. 01/06-11/08
WellCare-Medcaide/Georiga/Flordia
Customer Service Manager (Over a staff of 14 agents)
. Trained new members and managed Wellcare approval department
. Provided knowledgeable information such as phone numbers and general
answers to members and providers to verify eligibility history and PCP
information.
. Resubmitted Claims and Appeals for providers.
. Placed over the counter orders for members
. Documented each phone call by date and reason for call
. Navigated throughout internet and Wellcare Link and programs such as
Peradigm Sidewinder /Soften /Mevsnet /Georgia Portal
Organization: President of Future Business Leaders of America (Phi Beta
Lambda)
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