Customer Service Manager

A nna Hughey **** Clubhouse Pl #**** Irving, TX 750**-***-*** 3969

Objective

Management or other position allowing for demonstration and utilization of exceptional organization, superior customer

service and sales, professionalism, communication, and profitable project management skills proven by 8 plus years

experience.

Profile

Motivated, personable business professional with CASP certification and Housing Professional of the Year nomination. Talent

for quickly mastering technology and software. Diplomatic, courteous and tactful with professionals and non professionals at

all levels. Accustomed to handling sensitive, confidential records, with prior EIV security clearance and training.

Demonstrated history of maintaining accurate, compliant standards, meeting stringent Fair Housing, ADA, Tax Credit, HUD

and company guidelines.

Flexible and versatile – able to maintain a sense of humor and unwavering level of calm under pressure. Poised and competent

with demonstrated ability to easily transcend cultural differences. Thrive in deadline driven environments, managing

budgets/maximizing gross potential. Excellent team building and problem solving skills, keen negotiator.

Skills Summary

Project Management Computer Savvy OneSite/Yardi

Report Preparation Superior Customer TRACS/EIV

Written Correspondence Service Front Office Operations

Budgeting, AP and AR Scheduling Professional Presentations

Software experience Marketing & Sales Type 65 wpm

Professional Experience

Communication and compliance: Reports/Presentations/TECHNOLOGY

Prepare and maintain all HUD required forms/documents such as applications, 3rd party verifications, waiting list

correspondence, ensuring full compliance with agency requirements and tight deadlines.

Author professional correspondence to customers, applicants, HUD (CA) and vendors.

Team development: Design and deliver series of trainings to staff, educating employees on closing the sale, proper

use of leasing software, fair housing jargon and behavior, and proper techniques for interviews, such as 90 day

reviews, recertifications, first interviews.

Conduct first interviews to determine eligibility, process large amounts of paperwork, and move in of residents,

including the handling of monies.

Communicate HUD/TDHCA guidelines for eligibility, and proper methods of submission of income/expenses to all

applicants, including non English speaking, using layman’s terms to facilitate understanding.

Maintain budget, Monthly operating statements, reconciliation, Accounts payable and receivable

File evictions, ensured compliance with the Land Use Restriction Agreement, Crime Free Multihousing Program

Customer Service/Marketing/Problem Solving/supervision

Oversee frontline admissions/management/office operations and provide impeccable customer service:

Includes supervision of 10 staff members, sometimes more.

Develop and implement Affirmative Fair Housing Marketing Plan for business:

Create special promotions, write/design print and outdoor advertising, and coordinate all media buying.

Nominated as Housing Professional of the Year

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A nna Hughey 4237 Clubhouse Pl #1184 Irving, TX 750**-***-*** 3969

Developed after school program through networking and relationships built with the community and local

organizations and businesses

Conduct interviews with potential applicants for employment, ensure employees follow all company policies and meet

training guidelines, including Grace Hill

Organization

Managed all aspects of day to day operations for 8 sites at Plano Community Homes

Apartment rental/maintenance/MOS/financial budgeting and purchasing.

Coordinate and gather vendor bids for property repairs and upkeep.

Follow strict guidelines for superior customer service and resident/customer retention.

Managed all aspects of profitable day to day operations for Cedar Point Townhomes, a 12 million dollar asset

Managed all aspects of profitable day to day operations for The Reserve at Las Brisas, a 441 unit, 47 million dollar

asset

Employment History Education

CASP Certification – UNT

2010

NRP GROUP, LLC Collin college – plano, tx

Associate’s Degree of Arts, 2012

The Reserve at Las Brisas

UT ARLINGTON ARLINGTON, TX

Community Manager September 2014 present Currently in attendance with 7 classes remaining to

PICERNE DEVELOPMENT graduation with Bachelors Degree

Phi Theta Kappa Honor Society

Chaparral and Cedar Point Townhomes

Property Manager October 2012 September

2014

PK MANAGEMENT

Property Manager, St. James Manor, February

2012 October 2012

Plano community Homes sponsored properties

Director of Admissions, 2006 to 2012

RAMADA INN OF DEL RIO

Customer Service Representative

2001,2003

10 plus years of customer service experience

*References available upon request

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A nna Hughey 4237 Clubhouse Pl #1184 Irving, TX 750**-***-*** 3969

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