Customer Service Manager
Resume:
L. LEIGH DINGLE
********@*****.***
SENIOR-LEVEL MANAGEMENT EXECUTIVE
Motivated and personable professional recognized for operational turnaround success. Effectively analyze operations to identify and implement solutions for underperforming properties to increase income, occupancy and collection rates. Respected for consistent and flexible leadership; provide environment for staff to meet and exceed corporate objectives. Persuasive and articulate; interact well with peers, staff, vendors, and senior management. Computer proficiency: Word, Excel, PowerPoint, Rent Roll,Yardi, One Site, MRI, OPS, and People Click property software.
Analytical Problem Solving Extensive Sales Acumen Market Analysis & Enhancement
Vendor Negotiations & Pricing Resident Issue Resolution Budget Administration
Program Development Staff Training & Mentoring Renovations & Cost Containment
Forecasting Effective Resource Allocation Regulatory Compliance
CAREER BACKGROUND
Self Employed 2015
Auditor
Site inspections and file audits; for private investors with a financial interest in ALFs and Apartment Communities in the State of Florida.
SENIOR LIVING MANAGEMENT, Florida
Manage and Market senior communities within Florida 2013- 2015
Executive Director
Operated and manage a 45 bed assisted living community. Train and manage 30 employees. Responsible for payroll, accounts payable and marketing. Move occupancy from 80% to 94% . Oversaw $100,000 in renovations.
Ensure that the programs meet all contractual and quality assurance standards and requirements.
Prepare and maintain records and reports for ACHA.
Assist in developing specific goals and plans to prioritize, organize and accomplish safety and permanency.
Responsible for the day to day operations
GRACE MANAGEMENT, North Minneapolis, MN 2009 - 2013
Develop, manage, and market senior communities across the US specializing in third-party management.
Executive Director
Recruited to manage 48-bed Assisted Living facility with an 18-bed Memory Care Unit, as well as oversee operational launch.
Function as liaison between construction and Management Company tasked to open new 85-bed Assisted Living and Memory Care building. Manage construction budget; hired and trained 35 new employees regarding Florida regulations. Processed payments and payroll
Opened new building with 23% census; 4-month census 57%.
beat pro forma by 72%.
successfully passed AHCA survey (no changes).
Set up policies/procedures and vendor accounts, as well as Medicaid Division to increase revenue.
Created and implemented marketing initiatives focused on introducing services to the community.
BABCOCK & BROWN RESIDENTIAL MANAGEMENT, INC., Charlotte, NC 2002 - 2008
Own, operate and manage third party apartment communities nationwide (formerly Alliance Residential).
Regional Manager
Recruited, trained, and evaluated 78 employees in FL, MD, and NV, including maintenance, leasing, and 18+ management staff. Coordinated resources and activities to maximize communities and resident living for 18 communities (from 104-unit to 540-unit apartment complexes; 3,600 total units). Prepared/managed $20M operating and $30M renovation budgets, regulatory compliance, forecasting, customer service, issue resolution, resident retention, income generation, and collection. Conducted monthly on-site inspection visits to all properties to evaluate operations and property maintenance. Negotiated with vendors for building renovations, carpeting, landscaping, and general supplies. Performed weekly occupancy and collection forecasts versus delinquent rent and budget projections versus actual. Coordinated resource allocation for optimization of staff and increased productivity. Analyzed 20-30 daily resident service order requests per property; ensured timely completion.
Maintained 96.2% average collection rate and 97% occupancy rate (well above industry standards).
Prior to new property acquisition, conducted on-site visit to evaluate staff, financials, asset, and delinquency issues. Set up training, forecasted occupancy goals, set budgets, and created marketing and collection plans. Directed maintenance staff, evaluated ROI, and submitted amenity upgrade recommendations.
Completed all projects under budget and within deadline.
Consistently maintained 100% employee retention rate.
Decreased operating budgets on average 3-5% at each property through transitioning from outsourcing services to in-house staff, cost containment, and effective resource management.
Provided leadership to 32 apartment communities in Houston and Dallas (2008).
Developed 2 District Managers in GA and AL and conducted site visits to 2,000 units in area (2005-2007).
Successfully improved ratings of C/D properties through increasing occupancy and collection rates.
Led conversion of software; integrated Rent Roll, One Site, and MRI.
Conducted on-site leasing, marketing, community evaluations, software, and employee training.
Handled escalated resident issues not resolved at site level.
Oversaw HUD and Section 8 compliance.
L. LEIGH DINGLE Page 2
CAREER BACKGROUND (continued)
ZOM RESIDENTIAL, Tampa, FL 2001 - 2002
Premier apartment management company providing high-end luxurious and unique apartments.
Apartment Manager (SoHo)
Recruited, trained, and evaluated 14 staff. Managed day-to-day leasing, marketing, and staffing activities for 457-unit newly constructed A+ property. Amenities included swimming pools, gym, bar, concierge service, and in-house cleaning services; monthly rentals ranged from $650 to $1,500. Accountable for collections, delinquencies, marketing, curb appeal, amenity maintenance, and implementation of regular rent increases. Managed in-house maintenance staff; negotiated contracts with outside staff; approved and evaluated all invoices. Monitored market conditions to maintain 100% occupancy.
Achieved 100% occupancy rate within 7 months (initial goal was 12-18 months).
Maintained 94% economic occupancy rate.
Throughout the construction phase, inspected and approved interior designs of all units prior to rental.
Created and implemented bi-weekly social events for residents.
UNITED DOMINION REAL ESTATE INVESTMENT TRUST, Tampa, FL 1994 - 2000
3rd largest property management company in the United States.
Property Manager (1997-2000)
Recruited, trained, and evaluated 15 staff at The Village at Old Tampa Bay (504-unit property). Accountable for resident retention, effective rent growth, budget compliance, income and collections, and resolving customer service issues. Implemented strategies to achieve operational performance levels.
Achieved highest company Net Operating Income (NOI) [1998-2000].
Selected to serve on Due Diligence and Audit team (1994-2000).
Grew resident retention levels from 87% to an average of 94.5-96%.
Increased economic occupancy from 78% to 93%.
Oversaw $14M in renovations, as well as facilitated proper and timely repairs.
Assistant Property Manager (1994-1997)
Managed leasing and occupancy activities of 196-unit complex.
Increased occupancy rate from 75% to 96%.
Acted as Property Manager until company hired replacement.
EDUCATION
UNIVERSITY OF SOUTH FLORIDA, Tampa, FL
Behavioral Science (12 credit hours needed for completion)
CERTIFICATIONS
CAM [2000]
CORE Certified
PROFESSIONAL DEVELOPMENT / AFFILIATIONS
Fair Housing, HUD, property management, real estate, marketing, and leasing seminars/courses
National Apartment Association, FALA
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