Customer Service Manager

JULIET COLE Page *

Juliet Cole **** McCoys Mill Road Hephzibah, Georgia 30815

**********@*****.*** Cell: 706-***-****

Home: 706-***-****

JULIET COLE Page 2

CUSTOMER SERVICE PROFESSIONAL/PROPERTY MANAGER/SUPERVISOR

Over 10 plus years of experience in the customer support and management with unique

combination of both technical and business acumen; adept at spearheading complex projects from

initial planning through successful completion.

HIGHLIGHTS OF EXPERTISE

● Professional Manager ● Project Metric Tracking & Reporting

● Risk Management Planning & Analysis ● Change Control Management

● Best Practices & Management Methodologies ● Team Building & Leadership

CAREER SUMMARY

EASTVIEW APARTMENTS, GREENSBORO, GEORGIA

Serves as the property manager overseeing, administrating and directing entire operations of

commercial/residential/land properties, including finance management, leasing, tenant, acquisitions,

maintenance and physical condition inspection.

Property Manager/General Management (2012 - 2014)

Recognized with a Certificate of Achievement for 95% or greater occupancy for 2013.

Administers daily functions of properties inspecting sites regularly to ensure compliance with

organizational established policies, safety measures and quality standards.

Supervised maintenance personnel responsible for two different proprieties with 54 total

units.

Developed and implement new programs cutting the company budget $ 35,000 in the first

year

Worked with numerous different vendors to ensure security, additional maintenance and

supplies where maintained exceeding company standards.

Professionally maintained quality control of all records, constantly seeking new methods of

improving the properties and customer service catering to the tenants needs.

Managed financial operations of two properties - Payments for leasing, taxes, maintenance,

insurance and others requirements as needed according to company standards.

Coordinates marketing initiatives, and leasing of properties.

Assisted tenants in monetary transactions and sorting out clients’ complaints effectively in a

very professional manner.

Extremely familiar with [state] laws, federal and local government regulations, policies, and

taxes that govern tenant and property management and ensured they enforced

appropriately.

Performed monthly apartment inspections according to company rules, state and federal

regulations.

BOYD MANAGEMENT, COLUMBIA, South Carolina

Passionate, driven, strong willed leader providing excellent leadership with the objective to improve

and maintain a high standard of living for all residents, to include providing a valuable and

irreplaceable asset to the company and owners.

Property Manager/General Management (2005 – 2012)

Increased vacantly retention by 19%, from 72% to 91% in first year of management, 2005.

Quickly and effectively, listen and solved customer issues and complaints. Created customer

satisfaction survey, drastically reducing potential problems, increasing applications inputs

form personnel wanting to move into the units I managed.

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Implemented six new property maintenance tips saving the company $ 50,000.

Issued and inspected make-ready work orders prior to new move-in retain a low to 0%

vacancy rate for 7 years.

Strong organizational skills, typing 65 WPM, exceptional property manager, provided a

sturdy sense of community and exemplary both verbal and written communications skills

to residents, co-workers and professional vendors.

Responsible for managing the maintenance records, leasing, taxes and insurance for three

properties, two elderly, and one family mix equaling 105 units.

Developed, planned, and conducted audits and variance analyses, processed payroll, and

payroll tax reports.

Collected rent, made deposits, performed budget monitoring, planning and conducted follow

up inspections on maintenance work orders, to ensure compliance of company rules, state

and federal laws, and the Fair Housing policies.

Ensured proprieties, where prepared for lease, conducted lease renewals, tenant retention,

file evictions, and trained several sister property managers to run company applications.

Management reports, maintained professional tenant-manager relations, schedule

appointments for showing, prepare and delivering tenant notices, such as late notices,

complaints, information updates, and upcoming renewals, including performing monthly

apartment inspections.

CATO’S CORPORATION, AUGUSTA, Georgia

Served as the Assistant Store Manager providing direction and strong leadership in

motivating/inspiring the team to achieve the store productivity goals thus improving customer

service.

Assistant Store Manager (2004 – 2005)

Created a welcoming environment for the customer by greeting and assisting while quickly

responding to customer inquiries and needs.

Regularly communicated with Store Manager discussing strengths, opportunities, and trends

in business processes.

Assisted Store Manager in providing a strong leadership presence and control in the store,

while ensuring all customers received good service and quality merchandise.

Responsible for cash management, to include nightly cash deposits.

Ensured all pricing, signage, and displays where correct at all times during operating hours.

Received regularly vendor deliveries and stocks sales floor in a professional and timely

manner.

Prioritized, planned and adjusted schedules as necessary to maximize sales.

Enforced all company policies and procedures, health, safety, and security.

Leveraged individual staff strengths, and creates developmental plans to prepare all level

positions for future growth within the organization.

EDUCATION & CREDENTIALS

EDUCATION

ASSOCIATE IN BUSINESS MANAGEMENT Present

Virginia College, Augusta, GA,

GPA: 3.5 of 4.0 Expected Graduation: December 2015

PROFESSIONAL CERTIFICATES:

Certificate of Appointment of Notary, 2014

Managing LIHTC Compliance, 2013

Technical Proficiencies:

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Professional Leader in management and people skills.

Proficient in operating the Yardi Software System for property management.

Familiar with Occupational Safety and Health Administration (OSHA) Act.

Total Quality Customer Service Professional a true team player.

Windows, and MAC Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Project,).

Skilled in Knowledge Management, Internet Security and Operations.

Excellent communications skills both written and verbal.

SYNOPSIS OF ACHIEVEMENTS

Certificate of Achievement for Pecan Chase Apartments with 95% occupancy or greater for

2013.

Certificate of Educational Achievement Woodland Terrance/Forest Ridge Apartments 2006.

Increased customer retention by 19%, from 72% to 91% in initial year of management 2005.

Develop customer satisfaction surveys, drastically reducing potential problems and

increasing customer satisfaction.

Implement property maintenance tips saving the company $50,000.

Certificate of Appreciation, Supply Manager Command, Control and Communications Test

Directorate.

Certificate of Appreciation, First Class Postal Service, 26th Area Support Group, US Army,

Europe.

Accrued 4500 hours as the Booster Club President supporting Hephzibah High School

raising over $55,000.

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