Customer Service Manager
Resume:
*************@*******.***
Bronx NY 10466
Othaniel S. Cruickshank
Experience:
**/**** ** ******* **** Empire State Realty Trust, L.L.C. New York, NY
Accounts Receivable Manager
Property – 17+ buildings Staff - 7
2/2013 to 10/2013 Empire State Building Company, LLC. New York, NY
Accounts Receivable Manager
Property – 1 building Staff – 3
Tenant and Leasing:
Manage the team that is responsible for monthly rental billings, review all invoices and ensure mailing is
completed in a timely manner.
Review abstracts and leases
Ensure all escalation are billed timely; reviewed semiannual and annual real estate tax escalations, cost of
living increase, porter wage adjustment, and union contract increases.
Coordinate and complete all tenant escalation audits.
Review leases abstracts, assignments, lease cancellation agreements, lease modifications prepared by lease
administer.
Supervise the electric sub-metering / survey audit process. Review all reports from Electric metering company
and ensure invoices are billed correctly.
Oversee the maintenance of the tenant accounts in Yardi; ensure that tenant move-outs and rollovers are
properly recorded.
Respond to and resolves tenants inquiries in a timely manner
Review and approve all tenant credit/debit memos.
Prepare tenant account reconciliation when necessary.
Develop and implement new procedures to improve efficiencies
Review abstract and leases to activate new accounts
Process invoices outside of building operations.
Work with 3rd party electric consultant to ensure invoices are prepared timely.
Review and post daily cash receipts
Guide and manage staff; including providing training and annual reviews.
Manage 3rd party collection agencies.
Interpret tenant settlements/agreements and properly apply terms to tenant accounts.
Maintain tenant loan accounts
Ensure move-outs and move-ins are recorded timely.
Support leasing and operations as needed.
Collections:
Ensure that all collection procedures are being adhered to, such as tenant notices, phone calls, and legal
proceedings
Review weekly cash-flow and recommend wire transfer to supervisory account.
Represent ESB in court when necessary.
Direct the processing of tenant remittances and investigate any discrepancies.
Review monthly arrears report submitted to executive management.
Coordinate collection efforts with staff and outside legal consultants.
Budget and reporting:
Assist in preparing quarterly budget/forecast reports.
Prepare periodic arrears status, rent roll and other tenant reports.
Prepare monthly tenant penalty notices.
Provide leasing and legal with weekly AR reports.
Prepare monthly penalty letters.
Prepare monthly reports for directors and ownership
Prepare tri-annual reports
Maintain tenant information sheets
5/2011 to 3/2013 Kew Management Corp New York, NY
Manager of Credit & Collections
Prepare and record daily collections and scan checks to bank for deposit.
Contact tenants with outstanding balances and meet with them to discuss cash flow issues.
Work with outside attorney to assist in collections from tenants who are seriously delinquent in the payment
of their rent. Provide necessary paperwork to attorney to pursue legal action against tenants who have
vacated and do not have sufficient funds in escrow to cover their arrears.
Track all critical accounts receivable transactions and prepare reports, including a summary of accounts
receivable, checks received and amounts, outstanding balances and late fees assessed. Track lease
terminations and surrenders.
Set up sub-accounts at Kew Management’s bank for all new tenants who are providing security deposits and
rent in advance, record in tenant’s file and deposit all such monies in sub-account in subsequent month.
Reconcile security bank statements each month versus the general ledger. Report on and follow up on any
discrepancies.
Track all critical accounts receivable transactions and prepare reports, including a summary of accounts
receivable, checks received and amounts, outstanding balances and late fees assessed. Track lease
terminations and surrenders.
Resolve late payment issues with delinquent tenants and tenants planning to vacate premises before
expiration of their lease. Put payment plans in place as appropriate. Make decisions on allocation of late fees
based on terms of tenant’s lease and their prior payment history
Work closely with the Leasing Department to ascertain if tenant is currently in negotiations; assist in obtaining
signed renewals from tenants whose leases have expired and are now month to month tenants.
Monitor security deposits of tenants who are downsizing their space, upsizing, vacating at lease termination,
assigning their lease or surrendering their space and modify security held as appropriate. Prepare checks as
warranted by transfer of security memo when tenants relocate.
Upon notification by property management department of final termination of a leased space, determine the
monies from the security sub-account to be retained by Kew Management and those monies to be refunded to
the departing tenant and make withdrawal and refund to tenant as appropriate.
Raising flags about troubled clients, apprising Leasing department or changes in paying behaviors.
Coordinating charges to reflect changes in lease.
Special projects on an as needed basis.
4/2008- 5/2011 SL Green Realty New York, NY
AR/Collections Specialist
Reviews lock box tenant receipts and prepare bank deposits.
Apply receipts to tenant ledgers in Yardi Property Management Software
Prepare reporting for monthly arrears meeting.
Attend monthly arrears meeting and report on tenants that are delinquent.
Contact tenants regarding open items, non – payment of rent.
Respond to tenant inquiries regarding their rent bills.
Research applicable portion of tenant leases to answer routine tenant inquiries.
Work with the leasing agents; property accountants; lease administrators as necessary.
Interact with outside attorneys who proceed with legal action against the delinquent tenants.
Provide information and documents as necessary.
Create and maintain “ticklers” (utilizing Microsoft Outlook) to track items for inter-departmental
Follow- up.
1/2005- 4/2008 Vornado Realty Trust
Paramus, NJ
AR/Collections Specialist
Responsibilities included a high volume of phone activity
and written correspondence
Prepared monthly collections status reports.
Reconciled and maintained tenant recurring charges-
calculated and posted tenant billing,
adjustments, review tenant charge backs, researched tenant
billing and complaint issues.
Provided VP a monthly Bad Debt Report.
Prepared monthly default letters.
Update database in reference to tenant arrears status.
Prepared monthly rent bills and late notices.
Provided superior customer service.
Billed and calculated late fees.
5/2004-12/2004 Urban America
New York, NY
AR /Junior Accountant ( Temp Position)
Entered cash receipts, bank deposits, and prepared AR
related journal entries.
Calculated and billed late fees.
Responsibilities included a high volume of phone activity
and written correspondence
Reconciled and maintained tenant recurring charges-
calculated and posted tenant billing
and adjustments, review tenant charge backs, researched tenant
billing and complaint issues.
Provided AR supervisor, Controller and CFO with weekly
cash balance report and
monthly collection reports.
Prepared 40 monthly bank reconciliations (Operating and
Disbursement Accounts).
Prepared monthly default letters.
Handled Semi Monthly arrears reporting – Collections 15-
90 days past due.
Prepared monthly rent bills and late notices.
Responsibilities included Tenants in Legal and Made Court
Appearances.
Provided superior customer service.
10/2003-3/2004 Tishman Speyer Properties
New York, NY
AR / Staff Accountant ( Temp Position)
Administer and maintained all aspects of accounts
receivables process-Maintaining cash
accounts activity spreadsheet, Bank Reconciliations and
reconciling AR subsidiary ledger
Entered cash receipts, bank deposits, and prepared AR
related journal entries.
Reconciled and maintained tenant recurring charges-
Calculated and posted tenant billing and
adjustments, review tenant charge backs, researched tenant
billing and complaint issues.
Handled revenue reporting
Interacted with various internal departments Accounting,
PMO’s, and Associate Financial
Directors.
Handled special projects as assigned by AR supervisor.
9/2000-10/2003 New Plan Excel Realty Trust
New York, NY
Collector/Tenant Relation Specialist
Responsibilities included timely and effective collection of
delinquent accounts and resolving
customer disputes
Contacted delinquent customers 15-160 days past due and
reconciled misapplied payments.
Responsibilities included a high volume of phone activity
and written correspondence
Located and contacted customers by telephone and handled
moderately difficult
skip-tracing assignments
Assessed the individual circumstances and decide upon an
appropriate course of action.
Negotiated payment arrangements, offering suggestions to
customers on how to meet their
obligations and advising them as to the possible
consequences of not meeting the obligations
Prepared monthly collections status reports.
Applied payments to monthly recurring charges.
Handled tenant inquiries in order to resolve disputes.
(Common Area Maintence, Insurance,
Real Estate Reconciliation & Retro billing)
Prepared bank deposits.
Reconciled tenant’s accounts.
Interacted with various internal departments Accounting,
Collections, and Leasing etc.
Provided superior customer service.
Education Currently enrolled Bronx Community College Bronx, New York
A.A. Degree., Liberal Arts and Science
2002 - 2004 Long Island University Brooklyn, New York
Skills MRI, Yardi Voyager & Enterprise, JD Edward, IBS,
Colonial, AS400, Microsoft Word 2013, Excel 2013,
Outlook 2013, PowerPoint 2008 (Basic )
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