Customer Service Manager
Resume:
Jennifer K. McMellen
Scituate, MA 02066
**********@*****.***
Professional Summary
I am experienced in the supervision of the management office/administrative and engineering staff. My career has involved a broad range of property management functions (in accordance with Property Management Agreements and property needs), including, but not limited to; billings and collections, budget preparation and execution, building and facility operations, maintenance and repair, client, community, company, government and tenant relations; complaints; construction, project and development supervision services; inspections; invoice review and processing; insurance tracking; lease enforcement; leasing; legal actions; marketing and advertising; service contract negotiation, execution and supervision; and payment of taxes.
Work History
UDR April 2012 – current
Senior Community Director- Lodge at Foxborough and Ridge at Blue Hills
Hire and train a new assistant manager and a make ready tech to develop staff to maximize potential.
Work closely entire staff to provide excellent customer service currently in the lead for Presidents Club award
Develop resident retention plans to rebuild relationship with current residents and the new office staff.
Train staff to address and resolve concerns or complaints involving rental increases and issues with neighbors.
Rebuild team moral after a turbulent year with turnover of entire management staff.
Earned three trips for the entire team to Las Vegas as a member of the Presidents Club for the 2nd best customer service scores in the company, performance matrix, service calls
Riverstone Residential Group September 2006 – April 2012
Property Manager –Alexan Pembroke Woods
Prepare and implement all budgets and financial reports for property including but not limited to: annual budget, quarterly forecasts, monthly financials, tenant receivables and leasing reports and projections
Work closely with developers and builders on construction of new buildings in the portfolio
Develop marketing and leasing plans to enhance occupancy and minimize tenant rollover
Develop and maintain positive company departmental and interdepartmental relations to facilitate morale and employee productivity
Execute duties of the management contract with property owner. Ensure all duties outlined in the agreement are fulfilled and the property meets their financial goals
Work closely with the maintenance team to maintain the safety and integrity of all buildings, systems and equipment through staff or contractors
Ensure property compliance with all codes, laws and environmental issues or concerns
Complete regular tours of the property to evaluate proper maintenance of the facility, efficient and effective performance of responsibilities by staff, contractors, vendors and tenants adherence to terms of the lease
Equity Residential November 1999 – December 2004
General Property Manager – Quincy, MA Feb.2004-Dec.r 2004
Oversaw, developed and participated in various leasing programs to ensure successful leasing
Analyzed and monitored market conditions in order to anticipate changes and market trends that would affect the profitability of the property
Completed field trainer class with Equity training department and conducted several training classes for Equity employees.
General Property Manager – Manchester, NH Sept. 2003 – Aug. 2004
Developed an integral team that effectively sold the quality and professionalism of the company
Managed property on-site team including but not limited to training, evaluating, and counseling all employees
Monitored maintenance activities to ensure requests, turnovers and preventative maintenance were completed timely and efficiently
General Property Manager – Abington, Acton and Westwood, MA October 2002 - September 2003
Developed and implemented residential retention and renewal programs
Developed and prepared annual operating budgets and business plans
Monitored closing ratio of leasing associates and provided training as needed
Property Manager – Abington, MA November 1999 – October 2002
Assisted staff with Owner transition from Grove Property Trust to Equity Residential
Reviewed residential applications, ran credit checks and reviewed leases for tenant execution
Worked closely with tenants on communications and concerns
Education
Framingham State, Framingham, MA
Bachelor of Science, Merchandising
Minor, Economics
Software
MS Excel, Word, PowerPoint, Rent Sentential, Ulti Pro, Yardi, Yieldstar, Onesite, Ops 2.0 and Ops technology
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