Customer Service Manager

Karen Faddis-Smith **********@*****.***

**** ***** ***** ** *******, IL 60645 832-***-****

Summary of Qualifications

A dynamic and highly motivated property management professional with

demonstrated expertise in business management with core values of:

leadership, customer service, teamwork, and initiative. Reputation as a

self-directed professional with an excellent work ethic to quickly resolve

complex property issues. Proficient and management recognized for a strong

ability to quickly and effectively implement new property initiatives.

Equipped with excellent communications skills, a strong sense of

responsibility, and absolute integrity.

Professional Experience

Evergreen Real Estate Services Chicago, IL

Executive Administrative Assistant/Transition Team December 2012-

Current

. Analyze and evaluate marketing research data and apply to each

property

. Monitor controls in computer software to ensure reliability of

systems and integrity of data through network reporting

. Review the company's operations and evaluate their efficiency,

effectiveness, and compliance with corporate policies, laws, and

government regulations

. Possess a working knowledge of personal computer to include MS

Word, Excel and Internet

. Excellent communication skills (both written and oral)

. Self-starter and able to work independently and exercise sound

judgment

. Responsible for quality and consistency of information and upkeep

and distribution of marketing database information

. Participate in the development of business strategies

. Conduct audits to determine an accountability of assets and any

areas where improvements can be made

. Review the company's operations and evaluate their efficiency,

effectiveness, and compliance with corporate policies, laws, and

government regulations

Pinnacle Property Management Houston, TX

Business Manager October 2008 -

October 2012

. Managed this 248-unit senior independent living community while using

superior customer service skills.

. Maintained occupancy of 98% (pre-leased at 100%) by

developing/implementing a new marketing strategy.

. Prepared detailed financial reports; supervised all aspects of

property operations and staff of 7 employees.

. Completed and supervised all financial functions, including: account

payable/receivables as well as all financial audits and reporting.

Initiated the preparation of annual budget and all operating expenses.

. Coordinated employee selection, and trained and developed community

staff to ensure all employees complied with policies and procedures.

Led onsite staff activities to success via in-company promotions.

. Performed detailed analysis to prepare yearly budget, and stayed

within guidelines via budget control.

. Resolved resident and employee issues; increased occupancy with a

shift to permanent financing by owners.

. Produced various financial and analytical reports, and submitted to

the management weekly, quarterly and annually in a timely manner.

SPM Property Management Humble,

TX

Community Manager April 2004 -

October 2008

. Managed operations for a 228-unit (10-employees) as well as a 192-unit

family property (7-employees).

. Increased occupancy from 14% to a stable 98% via aggressive outside

marketing and resident referrals.

. Led property team to drive occupancy from 60% to a stable 93%

utilizing outside marketing strategies.

. Maintained monthly/yearly budgeted guidelines via conservative

spending and aggressive collections.

. Built outside relationships with various housing agencies. Insured

property safety with frequent inspections.

. Provided accurate data to assist in capital expenditures and expansion

of budgeted and non-budgeted needs.

. Corresponded with courts, outsource agents, and vendors for the timely

collection of past due accounts.

. Supervised operations of service requests and team. Successfully

passed all yearly state TDHCA inspections with no deficiencies and

accomplished financial goals while staying under or within budgeted

guidelines.

Picerne Development Houston, TX

Multi-Site Community Manager February 2002 -

April 2004

. Handled two communities with 260- and 240-units respectfully; involved

in all administration of leases to insure full compliance with lease

provisions. Gathered bid requests and processed contract work.

. Supervised staff of 8- and 16-employees; coordinated with various

vendors to ensure residents needs.

. Closely monitored and followed up on day-to-day service requests by

residents, customers, and vendors.

. Possessed strong written and verbal communications; led aggressive new

outside marketing campaigns.

. Handled all account payables/receivables, vendor contracts, and

financial reporting in a timely manner.

. Ensured compliance with state and local agencies that regulate Fair

Housing and community operations.

. Managed and developed effective working relations with vendors,

contractors, residents, and prospects.

Education

Houston Community College - Associate Degree in Financial Management

Computer Skills

Yardi 6.0 Voyager, Onesite, Blue Moon, Microsoft Office (Word, Excel,

PowerPoint, and Outlook), 10-key

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