Customer Service Manager

DENISE A. CAPPELLANO

Cell Phone: 407-***-****

******.**********@*****.***

Position Desired: Property Manager

Salary Desired: TBA

Education History

****-******* ** ******** *******- Professional Property Mgmt. Program

Line Learning (National Accreditation) Overview:

Property Management: Economics and Planning, Managing owner

relations and marketing, managing leases and lease

negotiations. Tenant relations, maintenance and construction.

Reports, insurance and the office. Managing Federal/State

Laws and Residential Property. Specialized housing and office

property, managing retail and industrial property. Managing

Life Safety and Environmental Issues. Employee relations,

training and motivation.

FLORIDA STATE COLLEGE AT JACKSONVILLE ; A.A. Degree ( 3 core

classes remain along with 3 electives)

Masters Certification in Project Management 2001 AT& T Corporate

Steven's Institute of Technology - AT&T School of Business

Leadership Training AT&T Corporation

Organizational Training AT&T Corporation

Sales Professional Training AT&T Corporation

I.F.R.E.C- SCHOOL OF REAL ESTATE- Orlando, Florida

Pre-Licensing Class for Realtors 2005

REALTORS LAND INSTITUTE- Orlando, Florida

Fundamentals of Land Brokerage Training 2004

Donaldson School of Real Estate 2012

MLS School of Real Estate 2013- ( Florida Realtor's License in Process )

Property Manager Present

Kenmore Development- Windsor East Apartments (86 Units)

1. Supervises and trains all property associates

2. Evaluates associates' performance, including the completion of annual

performance reviews. Counsels underperforming associates and provides

critical feedback to improve performance

3. Assists Regional Property Manager in the selection of property

associates. Assumes primary responsibility for preliminary

interviewing

4. Creates positive, welcoming, supportive environment for residents,

visitors, and property associates

5. Maintains vacancy information as required by investors, syndicators,

and monitoring agencies

6. Achieves financial solvency through cost reduction and implementing

systems to achieve 0% rent delinquency

7. Utilizes selection and retention strategies to maintain high occupancy

level

8. Participates in the preparation of the annual operating budget, and

works with Regional Property Manager to maintain budgetary guidelines

9. Manages health and safety programs, including training in fire safety,

general emergency procedures, and in the use of emergency equipment

10. Executes marketing and advertising campaigns for apartment leasing and

coordinating leasing events such as open houses, realtor tours, and

resident promotional activities

11. Assists with the development and implementation of resident services

programming

12. Maintains knowledge and awareness of corporate in/out migration,

property competition, and other market conditions affecting leasing

and operations

13. Oversees property's answering service, ensuring superlative customer

service, up-to-date calling sequences, and accurate contact

information

14. Notifies residents of all issues affecting their tenancy

15. Files court documents for eviction and attends scheduled court

hearings as Landlord's representative or utilizes an attorney.

16. Oversees security deposit administration including inspecting units to

determine resident's balance or refund, preparing disposition letters,

and processing security deposit returns

17. Maintains building security measures, ensuring proper incident

documentation and notification to management, owners, and insurance

carriers

18. Maintains familiarity with all procedures and requirements of accounts

payable and accounts receivable

19. Leads tours of property, showing vacant units and marketing property

amenities as needed

20. Screens, reviews, and approves all applications

21. Leads lease orientations and signings, and submits relevant

documentation

22. Ensures property's filing system is maintained and includes tenant,

applicant, accounting, and vendor and contract files

23. Develops and utilizes sound rent collection procedures, including

following up with delinquent accounts

24. Delivers rent deposits to bank and submits all related documentation

25. Monitors landlord-tenant relations and mediates disputes when

necessary

26. Collaborates with Support Services to provide residents referrals to

appropriate agencies

27. Supervises maintenance software program to enter in and track work

orders, and regularly reviews maintenance reports

28. Inspects apartments for move-in condition (pre-inspection) and

turnover status

29. Directs administrative and maintenance associates in annual unit

inspections and annual recertification of residents

30. Remains current on and compliant with policies and laws affecting the

marketing and leasing of the property, including the Company's leasing

agreement, Landlord Tenant code, Fair Housing laws, and other

applicable laws

31. Establishes and maintains regular daily office hours, ensuring

adequate coverage on weekends and holidays

Assistant Property Manger Tax Credit 1/2013 to 2013

Man Can - Temp Position Multi Family Housing - Noah's Landing in Naples

Assistant Community/Property Manager 04/2012 -( Responsibilities and

Objective Same as Present Temp Position )

Cascades Apartments-Affordable Housing Community (120 Units) Tax Credit

Property

Effectively manage and coordinate employees, activities and available

resources in order to accomplish property objectives. These objectives

include maximizing occupancy levels and property values. In addition,

assume all duties of the PROPERTY MANAGER in the event of the PROPERTY

MANAGER'S absence. Also responsible to ensure that all employees are fully

trained in their job duties and policies and procedures prior to

attending formal professional development courses.

DUTIES AND RESPONSIBILITIES

Conduct all business in accordance with company policies and procedures,

Fair Housing laws, Americans with Disabilities Act, Fair Credit Reporting

Act, and all other laws pertaining to multifamily housing.

Financial

. In conjunction with the property Service Manager, the MANAGER will

assist in formulation of budgets for each upcoming calendar year. The

MANAGER is responsible for staying within the established budget guidelines

throughout the year.

. Oversees all daily operations of the property, including:

o Ensures that all rents are collected when due, and posted in a timely

manner. Makes sure that all bank deposits are made daily. Performs

evictions, utility cut-offs and landlord liens as required on delinquent

rents.

o Provides constant vendor/contractor communications concerning work

scheduling, billings, vendor relations and certificates of insurance.

Responsible for approving and submitting all invoices to corporate office

for payment.

o Maintains all on site local and state licenses.

. Oversees all daily operations of the property, including:

o Approves property expenditures and oversees petty cash.

Personnel

. Recruit, hire, train, and supervise all on-site property staff in

order to achieve operational goals of assigned property. This process

includes new employee orientation, review and approval of timesheets,

instructing and advising on-site staff of employee policies and procedures,

and annual performance appraisals.

. Works with the Human Resources department in using progressive

disciplinary action to achieve property and company goals.

. Conducts ongoing training with office staff; e.g., leasing paperwork,

workplace safety, and any other type of training that may be needed on a

daily basis.

Administrative/Office

. Ensures that lease files are complete and that completion of leases is

being executed properly.

. Approves all rental applications and signs new move-in contracts and

addenda.

. Conducts property inspections with local housing authorities, local,

regional and national government agencies, property owners, management

teams.

. Ensure that the property meets all requirements as outlined in audits

and regulatory agency audits.

. Responsible for office opening on schedule, condition of office and

model apartments.

. Attends professional development courses.

. Maintains records on all aspects of management activity on a daily,

weekly and monthly basis. Submits required reports to corporate office on a

weekly and monthly basis.

Resident Relations

. Maintains positive employee service attitude.

. Ensure employees are in compliance with all Fair Housing laws.

. Makes periodic inspections with residents of move-in/move-outs.

. Reviews all notices to vacate to determine the cause of the move-out.

Locates any problem areas and develops plans for process improvement.

. Follows corporate policies and procedures to maintain positive

resident communications; e.g., resolving complaints, service requests, etc.

Maintenance

. physically walks and inspects the entire property on a regular basis,

at least once a week, including verifying the condition of the overall

property, common areas, and vacant apartments.

. Updates Regional Director of physical and economic occupancy status on

a weekly basis. Coordinates with maintenance staff to ensure timely

turnover of apartments after move-out.

Marketing/Leasing

. Conducts market surveys monthly and provides trend report information

to the Marketing Director. Periodically shops competing properties and is

aware of neighborhood market conditions.

. Trains the leasing staff to properly welcome and show the property to

prospective residents. Also, shows apartments, handles incoming phone calls

from prospective new residents and completes appropriate paperwork as

needed.

. Maintains awareness of market/industry conditions and trends via trade

publications, professional organizations, etc.

. Attends monthly meetings of the local apartment association.

Safety

. Reports all liability and property incidents to the corporate office

immediately. Ensures that all workers' compensation claims are reported and

proper paperwork is completed.

. PROPERTY MANAGER completes any pertinent safety checklists with

maintenance staff.

. Attends monthly safety meetings conducted by the Service Manager.

General:

. Performs any additional duties or tasks as assigned by the Regional

Director and/or Owners.

Office Manager, Administrative Services Manager

07/2007 - 01/2009 Clementine Design, Inc.

Inside sales, customer service, commission reports, accounts receivables and all

associated office procedures, shipping, and inventory and office maintenance.

Working with Windows, Word.

Realtor, Real Estate Sales Agents

05/2005 - 04/2007 ERA Professional Realty Services

Commercial/Investment, Residential Real Estate and Property Management. Florida real

estate law and some civil litigation processes. Banking and financial programs of

lenders and mortgage brokers. Utilization of county and city resources to research

zoning, future land use, wetlands, permitting, lot splits, along with full awareness

of the Florida Comprehensive Plan and associated impacts. Neighborhood Analysis,

Property Analysis, Plat Development, Cap Rates, Net Operating Income.

Project Manager- Senior Clerk

Orlando, FL

AT&T Business & Banking Services- Corporate

Project management. Investigations of payments, payment applications. Administrative

and systems process reviews, leading to developing enhancements. Customer Service,

supervisory, banks relations. Reconciliation of customer accounts. Quotas, training

and Project Manager of Special

Government Billing Project. Established as "mentor" status.

Wal-Mart- Customer Service Manager

Certifications

Professional Property Management

Louisiana Realtor 2012

Florida Realtor thru 2007

Fundamentals of Land Brokerage Training

Master's Certification in Project Mgmt

Recognition

Multi-Million Dollar Sales Lake County Board of Realtors

Leadership Skills Award in AT&T

Mentor Recognition as AT&T Project Manager with Corporate Council

Team Member in AT&T Annual Symposium

Mentionable: Customer Service Manger with Wal-Mart, Promoter with World

Natural Sports, Published in "My Word" Orlando Sentinel. Lake County

Chapter of Family Network on Disabilities President, Owner Contractor

Primary Residence

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