Customer Service Manager
Resume:
Susan E. Huegel
Stafford, VA 22556 *****.******@*****.***
PROFESSIONAL EXPERIENCE
May 2015 – July 2015 Aerotek Staffing – iBA Molecular
Dulles, VA
Accounts Receivable/Cash Application
Posting of all monies to appropriate invoices and ensuring correct discounts and credits taken and applied
Monthly Accrual Reports for commission payouts
Collections and Customer Care
Created Statements on a monthly basis, ensuring that all accounts are up to date and billed accurately
April 2013 – February 2015 American Retirement Association aka ASPPA
Arlington, VA
Staff Accountant /Accounts Receivable
Reconciliations for all Sales and Marketing within 5 separate departments
Posting of all monies sent to ARA for dues, sponsorship and exhibits
Creation of spreadsheet to show where the most monies are generated by department
Invoicing and collections for all 5 departments
Preparation and creation of all weekly and daily reports for CFO regarding AP and AR that are then shared with the Board of Directors
Created and maintain a spreadsheet for the Board to show total refunds by department
Liaison for Customer Care and Finance
November 2010 – January 2013 Global Tower Partners
Boca Raton, FL
Real Estate Accounting Specialist/Accounts Receivable
Working as a Liaison for the owners of the properties and their tenants to ensure timely payments and lease adherence
Preparation of remittance reports and reconciliations with the owners and the tenants
Preparing default notices and notifying tenant of non-adherence to lease and terms
Reviewing Management agreement and Tenant lease to ensue the tenant is remitting correcting with the lease escalation as well as pay-outs to the owner are correct with escalations, CPI and within terms of the lease
Provided support for the Regional Leasing Managers and Regional Site Managers
May 2008 – March 2010 American Express
Plantation, FL
High Balance Collections Specialist and Customer Care Professional
Began Employment in 30-59, due to high performance results, dollars collected and accounts resolved, moved to more aged accounts with increased dollars due and increased volume
Proactive emphasis on end to end service for card members. Highly effective negotiation skills, able to deal with situations with a high level of patience, tact and diplomacy
Assisted Supervisor with coaching, payroll and feedback to ensure that new hires experienced a successful and proactive entrance to the team. Additional coaching support, with new hires not yet assigned to a team
Elected as “Woman Of The Month” for achievements and commitment
Collection of current, past due and high balance accounts
August 2006 – May 2008 Perceptive Visions, LLC
Delray Beach, FL
Property Manager/Lease Administrator
Managed and maintained a portfolio of residential rental properties
Managed leasing, showing and advertisement of available properties. Assisted Association in evaluation of property management proposals
Established protocol for tenant relations as well as move in/out packages and procedures
Participated with owner via a housing survey team to evaluate maintenance conditions, occupancy practices and modernization projects.
Reviewed and evaluated program/contractor progress and adherence to budget.
Coordinated purchasing with procurement personnel to secure latest contract prices. Increased or decreased budget figures to match commitment and obligation
Communicate with contract personnel on timeliness, financial limits, and expectations of work projects to be performed.
December 2004 – August 2006 TradeFirst.com
Pompano Beach, FL
Broker/Account Manager
Managed sales and marketing of Members' accounts to ensure proper exposure within a mufti-state Barter Company
Visited Clients on a regular basis to instill the benefits & advantages of their TradeFirst membership, along with collections of fees and customer service.
Prepared budget for my team’s compensation and annual increases
Served as a liaison for a multitude of media outlets, including Television, Radio, Internet and Print
Responsible for successfully growing business by increasing & diversifying organizational membership
Won numerous Sales and Service awards and contests within the company between three states
July 2002 – December 2004 MayFair Manor
Deerfield Beach, FL
Property Manager Apartment Homes/Project Manager Condo Conversion
Directed property management of a 118 unit apartment complex
Implemented Policy & Procedures, as well as guidelines for staff members, including but not limited to, the Maintenance Department
Handled all phases of vendor negotiation & contracts
Maintained and updated filing to an automated database for statistical and historical information relating to housing occupancy, utilization, and maintenance
Managed leasing of properties, responsible for conducting tenant credit checks, supervising move-in process, complaints, scheduling maintenance & customer service
Processed all paperwork necessary, followed all evictions thru – non-pays as well as non-compliance
Reviewed and evaluated program/contractor progress and adherence to budget.
Coordinated purchasing with procurement personnel to secure latest contract prices. Increased or decreased budget figures to match commitment and obligation
Communicate with contract personnel on timeliness, financial limits, and expectations of work projects to be performed.
January 1998 – July 2002 First Banker Mortgage Services
Ft Lauderdale, FL
Closing Manager/Stipulations Leader
Team Leader of Post-Closing/Stipulation Department. Processed closing packages for FHA/VA Loans within funding & Underwriting guidelines
Created a team to close loans within funding/purchaser guidelines.
Attended meetings. Prepared supporting documentation for presentations and proposals, correspondence, briefs, action documents, routing sheets, point papers and slide presentations for use by management officials.
Prepared budget for my team’s compensation and annual increases
MS Office, Very Proficient in Excel, Great Plain, Quick Books, Personify, iMIS, SAP
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