Customer Service Manager

WILSON-German

HOLLYWOOD, FL ***** ( 305-***-**** ( *************@*****.***

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Accomplished, versatile, and results-oriented with 17 years of experience

in Property management environments, including multi-family and retail

property asset. Proven communicator, fostering trusting and long-lasting

relations with residents through consistent involvement and presence.

Developing strong relationships with managements, team members, and

vendors. Achieving and exceeding goals. Demonstrated exceptional service

skills, including, educating tenants while clarifying complex issue, and

generating new revenues.

Areas of Expertise

In-depth knowledge of Yardi, Rent Rolle, One-site, Amsi and MC Software

?Extensive knowledge of principles and practices of property management and

of applicable federal, state, and local laws and regulations ? Strong

ability to negotiate, develop, and prepare property agreements ? Ability to

produce high quality work and meet deadlines in a fast-paced, high-volume

environment ? Submit weekly documents and the required financial and

occupancy reports to management, and owners ? Inventory Management

Reference Checks ? Data Management ? Administrative Functions ? Customer

Service

Sales & Marketing ? MS Office ? Fluent English, Spanish, French, Creole

professional experience

Target Property Management, Miami, FL

Property Manager, Oct 2011-Present

. Responsible to manage 500 Units including tax credit/Section 8, 42

. Responsible for recruiting, training and supervising all the staffs

including the maintenance staffs

. Prepare and implement a marketing plan for the property. Develops and

implements resident retention, marketing and advertising program

. Assist with preparation of monthly financial reports and annual

budgets

. Make sure the rent is collected on time maintenance bills are paid in

a timely manner

. Ensure compliance with property management policies and procedures,

codes, regulations and governmental agency directives.

. Ensure all tenant and contractor Certificates of Insurance kept

current

. Maintain relationships with subcontractors and vendors, write

specifications for service and project work, handle bid procedures,

perform property inspections.

. Audit all new and current lease files for accuracy and compliance

. Ensure rental properties are occupied.

. Resolve customer and public complaints

. Key Achievements: A proven record of providing excellent internal and

external customer service and increased the net worth of rental

properties managed by 90%.

Tacolcy property management Corp, Miami, FL

Property Manager, Jan 2005-Sep 2011

. Responsible to manage 400 Units including tax credit/Section 8, 42

. Prepared and monitored the operating budget; submits regular reports

on property status such as variance and occupancy reports. Responsible

for maintaining budgeted occupancy levels at approved rental rates.

. Initiated, contract, and administer all necessary services to maintain

and enhance the value, the operating efficiency, and the physical

appearance of the property

. Performed all lease administration duties, monitor collections and

coordinate default proceedings.

. Ensured compliance with property management policies and procedures,

codes, regulations and governmental agency directives.

. Developed comprehensive annual inspection process for properties.

. Audited all new and current lease files for accuracy and compliance.

. Conducted periodic meetings with staff members. Creates and maintains

a positive environment for staff and promotes a high quality rental-

living experience for the residents.

. Responded to after hour's emergency calls as required.

. Key Achievements: Increased the net worth of rental properties managed

by 85% between March 2007 and Jun 2009

Additional Work Experience

Gatehouse Management INC, Miami, FL

Assistant Property Manager, Feb 2000-Nov 2004

. Prepared and implements a marketing plan for the property each year.

Develops and implements resident retention, marketing and advertising

program.

. Collected specified rents, delinquent rents, files evictions and

approves write-offs as necessary.

. Assisted applicants with Section 8 vouchers and other documentation

. Ensured that all physical aspects of the property are at all times

fully functional and maintained in an attractive condition

. Assisted with posting rent payments along with other needed tasks

. Elevated standards of quality by establishing planned activities

Golden String Resort, Miami, FL

Night Auditory/Front Desk Agent, Jun 1998-Dec 1999

. Responsible to check in and out new visitors and providing information

of the resort

. Understands room status and room status tracking

. Used suggestive selling techniques to sell rooms and to promote other

services of the hotel

. Responsible to Account Receivable, Night Audit that consisted of

controlling all credit card balances and cash payments received from

guests and timeshare owners

. Communicated with other hotel departments as necessary to resolve

accounting discrepancies and to request or provide information

EducatioN & Certifications

Real Estate Sales Associates, Gold Coast School(Miami, FL 2011

Associate of Art in Property Management, Ashworth University(Norcross, GA

2008

Corticated of Appreciation (Providing Legendary Service) Gatehouse

Management INC (Orlando, FL 2005

Certificate of Completion (Compliance Training Multi Program), First

Housing of Florida(Miami, FL 2004

Certificate of Legal Seminar for Leasing Agent, Law Offices of Lowenhaupt &

Sawyers Esq. (Miami, FL 2002

BA in Industrial Engineer, University of Margarita (Venezuela, Margarita

1990

Community Involvement

Member of AARP (American Association of Retired Persons)

Volunteer with ReadingPals

Volunteer 4 hours/week reading to a child who is below-proficient reading

level

Help children and youth reach full potential through quality education

Teach youth and families regarding health-related decisions

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