Customer Service Training
Resume:
Adrienne Zimmerman
Phoenix, AZ 85027
H: 480-***-****
E: **********@*****.*** REFERENCES
(Available Upon Request)
“Talented software executive with over 13 years of progressive Yardi
implementation and training experience in the multi-family industry.”
EDUCATION:
PARADISE VALLEY COMMUNITY COLLEGE
Working towards Bachelors of Science in Communication with a Minor in Business
SCOTTSDALE COMMUNITY COLLEGE
Undergraduate studies
COMPUTER SKILLS:
Yardi AMSI Appfolio Genesis Enterprise
*Note: Currently host and conduct and manage bi-monthly Yardi Residential
and Commercial user group conferences with over twenty property management
companies valley-wide for Arizona Yardi clients.
EXPERIENCE:
Eng Flanders Group, Los Angeles, CA (remote office in Phoenix)
(04/13-present)
TITLE: Director of Training and Help Desk Services
(04/13 – Present)
• Manage projects/employees for new implementations.
• Meet with clients to determine their business requirements and scope of projects and
implementation needs.
• Identify potential clients while building and maintaining contacts.
• Project manager of all conversions from programming department to training and
help desk staff.
• Conduct on-site Yardi training consisting of client that use all modules on Yardi,
such as; residential, commercial, affordable housing, accounting, and cash
management (checkscan).
• Conduct 6 monthly online webinars along with a new hire course via Go To Meeting.
• Coordinate and Conduct training for clients who are upgrading from 6.0 to 7s.
• Determine where clients are struggling, and provide detailed instructional
documents.
• Successfully provide software support to all clients daily, while providing quick and
accurate responses.
• Integrate new business solutions for clients on all platforms.
GHP Management, Los Angeles, CA (remote office in Phoenix)
(02/10-04/13)
TITLE: Director of Software Implementation
(2/10 – 04/13)
• Oversaw and completed roll-out of Yardi Portal with website templates and design, training for Corporate Office and
on-site staff.
• Head up cash management roll-out which includes options for residents to make online payments with recurring or
one time ACH and credit card payments.
• Setup scheduler events for several Executives and report packets to be sent via email weekly.
• Daily Yardi support for entire company (pre-close, accounting month end assistance, reading reports, issues, etc.)
• Managed roll-out of 8 Commercial sites for owner.
• Spearheaded overall take over and transition from 3rd party management team into in house corporate office.
• Created procedures and policies as we have seen fit through changes.
• Assisted, trained and conducted meetings for new accounting staff taken in house.
• Responsible for all leases-up and new sites (setup of Software).
• Manage all user ID setup activations, deactivations, roles, and permissions in Yardi.
• Designed interactive Software System training, and conducted classes for company specific needs.
ALLIANCE RESIDENTIAL COMPANY, Phoenix, AZ
(3/01 – 01/10)
TITLE: Director of Software Implementation
(2/07 – 01/10)
• Responsible for implementation and training of Yardi with entire company of 1,500 plus (including accounts payable,
accounting, owners, on-site staff, vice presidents, regional managers) on the following: purchase order module,
maintenance module, conversions and upgrades, credit screening companies, Property Bride Integration, utility billing
companies, work orders, dashboard, Yardi automated renewal letters with lease proposals, portal, newest version of
Yardi, accounting month end training and analytic reporting (financial and residential).
• Direct supervision and management of Yardi support team by resolving daily issues that occur with performance,
report questions, day to day operation issues. Team oversees over 50K units.
• Troubleshoot and problem-solve areas of software on a daily basis.
• Work with IT staff on Yardi related scripts and upgrades.
• Customization of automated lease renewal letters Monthly Operating Reports, weekly owner reports.
• Diligently worked on property conversions with documentation and Yardi setup of property takeovers.
• Proven track record of exciting and rewarding Yardi training programs for on-site staff, regional managers.
• Speak at company conferences on improvements/goals of the Yardi Voyager System within our company.
• Conduct quarterly meetings with fellow top executives to inform the group on progress and success of Yardi training,
roll-outs, takeovers, and current issues.
• Manage and direct team for success within the company by planning quarterly team events, interactive training, and
meetings to understand their success and goals.
• Conduct an extensive amount of Yardi training both online and in person (two day training). Also conduct a four hour
course once a month to new managers across the country.
TITLE: Regional Training Director, San Francisco, CA
(11/05 – 2/07)
• Completed two Yardi conversions of one of the largest apartment communities in the country.
• Managed and worked with Park Merced Staff on learning and utilizing Yardi Voyager.
• Conducted training 3-4 times a week on Yardi, New Hire Training, Motivation training, leasing training, upper
management training.
• Completed multiple RFP’s for new business and worked with potential buyers and clients.
• Managed staff of 20 plus with implementation of new Yardi programs including check scanning, and invoice
tracking.
TITLE: Property Manager, Phoenix, AZ
(3/01 – 4/03)
• Supervised and trained staff on professionalism, leasing, Yardi and AMSI.
• Coordinated renewal and resident retention programs.
• Developed and maintained a great relationship with residents and fellow employees.
• Completed budgets and monthly operation reports for owners and executives.
BANK OF AMERICA, Phoenix, AZ
(5/96 – 3/99)
TITLE: Customer Service Teller
• Developed business relationships with high-level financial executives and clients.
• Expanded computer operating knowledge.
• Exuded excellent customer service standards in order to increase sales of bank products and services.
• Distributed and received large sums of monies on a daily basis.
Contact this candidate