Customer Service Manager

Valerie Waggener

*** *. ********** * ***: 248-***-****

Royal Oak, M ichigan 4 8067 v **********@*****.***

Executive Profile

Team Oriented Professional who is Result- Driven, Passionate about giving excellent customer service with

years of knowledge and a outstanding record in the customer service industry. for producing profitable

margins. Known for delivering increased occupancy levels, very proactive on staying within budget guidelines

in order to meet company goals/standards for a positive NOI.

As a dedicated Property Manager /Luxury Condo Project Supervisor and HR Director I have effectively

motivated, trained and guided my team as we maintain excellent customer service with a high degree of

company standards.

Confident detail- oriented, I thrive with new challenges, I am a people person by nature and I love this industry!

I am self- motivated, enthusiastic with high integrity, strong work ethic and great leadership skills.

Core Competencies

Human resource/payroll administration for 200 employees

Leadership,team building and training skills

Software: MRI, Skyline, Rent Roll Yardi and One- site trained all new hires at main office while working

at Amurcon

Extensive knowledge with preparation of yearly budgets and monthly variance reporting

Strong communication and written correspondence skills

Professional Experience

O ffice Manager/Bookkeeper 01/2011 - Current

Pyramid Custom Design, Inc. Royal Oak, Michigan

Prepared invoices for clients with appropriate proposal

Reviewed and reconciled monthly bank statements according to materials/monthly expenses purchased

Prepared advertising to drum up additional business

Multi- Site Property Manager 06/2008 - 07/2010

Amurcon Southfield, Michigan

Managed 4 properties (132 unit apartment community) & 3 commercial buildings with 100 tenants

Supervised/motivated 4 employees

Held weekly staff meetings in order to set goals for unit turns, work- orders, in- house projects,

marketing strategies, lease renewal goals, discussions about resident satisfaction cards.

Reduced delinquency from 6% down to 1% with aggressive collections

Enforced company standards - income, credit and landlord verification

Prepared 7 day notices for non- payment of rents and necessary 30 day NTN and meant with attorney

in court

Increased occupancy from 90 % to 98 average in a rather hard economy

Reduced expenditures by reviewing the financial statements and finding solutions on how to cut

vendor cost by completing in- house projects instead of out sourcing

Prepared annual budgets, monthly variance reports

MRI for rent collections, vendor payables with MRI until we received new one- site software

Trained all new hires on new software( One- site software)

Inspected all vacant units ( 3- 5 day turn policy)

Multi- Site Property Manager/Condo Construction Supervisor 04/2005 - 05/2008

Financial Advisors, Inc. Birmingham, Michigan

Motivated and directed 14 staff members as a team in Canton

Reduced monthly expenditures by conducting additional in- house projects

Reduced delinquency from 8 % down to 2% by knocking on doors

Increased occupancy from 93% to 98% average

Prepared yearly budgets and monthly variance reports

Input of A/P, A/R using MRI and skyline

Reviewed and approved payroll

Improved resident retention within the 1st year by improving customer service and focusing on

improving property interior and exterior which improved drive by traffic for new prospects

Scheduled monthly staff meetings to reach occupancy goals, and discuss additional cost effective

measurements

Scheduled all construction through- out property for condo conversions

Once all phases were completed, I was in charge of the monthly board meetings with the new owners.

HR Director 06/2001 - 03/2005

Princeton Orchard Lake, Michigan

Designed 1st procedure manual to assist Area Directors/Managers with daily operations

Worked closely with Area Directors regarding complex staffing issues including disciplinary matters,

employee conflicts and conduct matters.

Conducted all interview process for all company employee levels, conducted background checks, drug

testing, hiring process,terminations, exit interviews

Identified recruitment needs through- out the year, set pay scales per property budgets

Administered all database for changes in pay, vacation, insurance, cobra, UIA/worker comp claims

Handled new hire/terminations changes and invoices for our health care program BCBS and Blue care

network

Assisted accountant with payroll for 200 employees that consisted of pay

changes,garnishments,401k,insurance, cobra, tax liens, terminations, new hires, sick and vacation

calculations, holiday pay, comp claims

Traveled to 5 states with 32 properties for 200 employees

Held training seminars for leasing / new hire Manager's with in- house training for computer software

Prepared HR correspondence and company memorandums through- out year

Multi- Site Property Manager 06/2000 - 06/2001

Princeton Orchard Lake, Michigan

Managed two properties 116 /252 Market rate and section 8

Prior to purchase assisted VP and AD with due diligence process by inspecting units, auditing files to

compare actual rents, security deposit holding

Supervised and motivated 6 employees

Reduced delinquency from 15 down to 2% by knocking on doors

Increased occupancy from 88% to 96% after a first rough year turn- around

Delegated all work to be performed to my maintenance staff

Input of rent collections, payable invoices using rent roll software

Monitored and maintained effectiveness of advertising, monthly comp surveys

L uxury Property Manager - see letter of recommendation attached 08/1994 - 06/1998

Financial Advisors, Inc. Birmingham, Michigan

Managed and maintained “ Townhomes Of Meadowbrook” 230 units

Assisted in sale of property

P roperty Manager - See letter of recommendation attached 10/1991 - 10/1992

Alan Casden/Mayer Management Century City, California

Managed and maintained “ The Hillcreste" luxury apartments with 315 units, Managed by Aimco

Education

A ssociates Degree in Business Administration - G.E.D: Sacramento C orp

Sacramento, CA

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