Manager Customer Service

*********@*****.*** . Home 716-***-****

Summary

Supportive Housing, Successful Independent Contractor- Real Estate

Management and Maintenance, Successful Operations Manager, Successful

Apartment Manager, Successful Single Residence Occupancy Manager /

Coordinate Government Grants

Professional Experience

Enhancing organizational efficiencies and operations using technical and

interpersonal skills.

. .Recognized for outstanding job performance, reliability, multi-task

skills, efficiency, accuracy, speed, and timely completion of all

assignments, leadership, program development, establishment of

procedures, research, management, interpersonal skills communication

skills, marketing and sales skills.

. .Capabilities include Client Needs Assessment, leadership, staff

supervision, cost cutting, revenue enhancement, strategic development,

growth strategies, turn around strategies.

Selected Achievements

Creative resourceful business development professional. Extensive

background in the identification and prioritization of needs, establishment

of operating procedures, analysis and solution of problems in support of

company objectives.

. Researched and analyzed causes, developed remedial program with

operating procedures and re-developed marketing campaign for a company

which had a major problem with damage to shipped goods. Breakage was

having a negative effect on overhead costs and marketing efforts. A

dramatic decline in business was in progress. RESULT: Corrected

operational procedures to achieve a "ZERO STATE" in damage claims.

Significantly reduced overhead, and rejuvenated marketing efforts

while improving employee morale

. Resolved long term contract for real estate management and maintenance

service issues in response to customer feedback regarding tenant

retention and recruitment. RESULT: Able to raise rent, reduce tenant

complaints while taking vacancy from 45% to ZERO%

. Analyzed data during research and full-spectrum plan development in

response to a sales and marketing endeavor that was driving costs up

and consuming too much time in trying to deliver impossible promises

to customers. RESULT: Identified optimal target market demographics

and prepared a modified marketing plan. Reduced overhead costs while

increasing advertising and sales force efficiency and increasing

closing rate by 25%

. Developed and implemented a viable plan for a cost-effective solution

at a warehousing operation which had out-grown maximum capacity long

before peak season arrived. Creatively generated additional capacity

at no additional cost and negotiated for contingent capacity needs.

RESULT: Increased utilization of existing space, increased capacity,

and improved customer service while significantly reducing costs 29%

. Devised and implemented a strategic plan for a contractor business at

a time when demand for services was extremely low, market was

saturated with competitors and prices were unable to support

profitability. RESULT: Stabilized cash flow by reduction of overhead

(sales and marketing) while raising prices.

Functional Summary

Help USA, Buffalo, NY

2011 to 2014

Apartment Manager/Executive Director

. Single Resident Occupancy Manager, HOME, HHAP, HUD, City of Buffalo,

Responsible for day to day maintenance along with SRO behavioral

problems. In a highly regulated industry and a loss of grant funding,

I analyzed, devised and implemented a plan to promote a stabilization

of operations.

. Established a successful client transition program taking homeless

clients to incomes over $36,000 and/or property ownership to 7% of

tenant base.

. Turned a 60% vacancy (non-rent paying) rate to 2%.

. Reduced costs 10% while increasing income 21% over 3 years.

Accell Solutions, Williamsville, N.Y. 2005 to

2011

Owner Operator

Self-employed independent contractor specializing in home and commercial

repairs and long term maintenance contracts. As owner my responsibilities

included executive management and public relations, advertising, sales,

job scheduling, billing, and collection. Responsible for A/R management,

reaging and collections in call center environment, on purchased portfolios

that include accounts purchased from Fortune 500 companies that included

banks, credit card companies, and installment loan clients. Excellent

communication and negotiation skills in addition to intense skiptracing and

advanced computer skills. Excellent interpersonal skills with a focus on

client and company policy.

Mercantile Adjustment Bureau, Williamsville, N.Y.

2009 to 2011

Account Representative

Responsible for account management, re-

aging and collections in call center environment, on multi-million dollar

portfolios including Fortune 500 companies that included banks, credit card

companies, and installment loan clients. Excellent communication and

negotiation skills in addition to intense skiptracing and advanced computer

skills. Excellent interpersonal skills with a focus on client and company

policy.

Proline Solutions Group, North Tonawanda, N.Y.

2006 to 2009

Account Representative

Responsible account management, re-aging and collections in call center

environment, on multi-million dollar portfolios including Fortune 500

banks, credit card companies, and installment loan clients. Excellent

communication and negotiation skills in addition to intense skiptracing and

advanced computer skills. Excellent interpersonal skills with a focus on

client and company policy.

OSI Education Services, Amherst, N.Y.

2005 to 2006

Account Representative

Responsible for account management, re-aging and collections in call

center environment, on student loans and multi-million dollar portfolios.

Excellent communication and negotiation skills in addition to intense

skiptracing and advanced computer skills. Excellent interpersonal skills

with a focus on client and company policy.

Account Solutions Group, Amherst, N.Y.

1999 to 2005

Account Representative

Responsible for account management, re-aging and collections in call center

environment on multi-million dollar portfolios including Fortune 500

companies that included banks, credit card companies, and installment loan

clients. Excellent communication and negotiation skills in addition to

intense skiptracing and advanced computer skills. Excellent interpersonal

skills with a focus on client and company policy.

Apartment Management and Maintenance, Tonawanda, NY 1987 to

2005 Independent

Contractor

Self-employed independent contractor specializing in home and commercial

repairs and long term maintenance contracts. As owner my responsibilities

included public relations, advertising, sales, job scheduling, billing, and

collection. Duties included carpentry, plumbing, painting, and rental

property maintenance and management.

Williams Moving and Storage, Tonawanda, NY

1972 to 1981

Operations Manager

Positions included operations manager, dispatcher, warehouseman, assistant

traffic manager, and class 1 driver. Duties included budgeting, costing,

supervising crews, managing a containerized warehouse, scheduling jobs and

crews.

Independent Property Owner, Buffalo, NY

1972 to1987

Owned, managed and

maintained multi-unit properties.

Education

SUNY at Buffalo, Amherst, NY

1997

M.B.A., Finance, Minor: Human Resources

State University of New York at Amherst, Amherst, NY

1993

B.S., Finance

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