Customer Service Manager

Shannon Cole

**** ********* *** 804-***-**** actcrm@r.postjobfree.com

Henrico, VA 23294

Objective

To obtain a Property Management position where I can utilize my management, marketing, customer service and sales skill sets to contribute to the success of the company, as well as further my experience in the industry.

Education

James Madison University

Harrisonburg, VA

Bachelor of Business Administration in Management & Marketing

GPA- 3.0

Graduated – May 2010

Skills:

Computer: Proficient in Microsoft Office, MRI, Yardi and Excel

Employment History

Letter 9 Management - Richmond, VA (December 2015 – Current)

The James Apartments

Managing the daily operations for a startup company of a student housing portfolio.

Hire, train, and manage a brand new leasing team including a Leasing Manager and Operations Manager

Successfully increased property’s occupancy from 78% to 97.5% in on leasing season.

Developing strategic marketing plans for 100% lease up

Maintain and review weekly prospect tracking and leasing reports to ensure our current outreach plan is effective

Conducting file audits to ensure the proper execution of all current and future resident leases.

Review and distribute monthly delinquency reports with Operations Manager in to ensure delinquency does not exceed 1%

Facilitate and oversee quarterly inspections for preventative maintenance

Evaluate capital projects to determine if they will add relative value to the property and are within the company budget

GSC Apartment Communities – Richmond, VA (April 2011 – December 2015)

Property Manager- St. John's Wood Apartments, Colonial Apartments, Treehouse Apartments Responsibilities Include:

Prepare annual budgets for the properties

Manager or a 777, 612, and 465 unit property

Handle resident complaints while delivering the highest level of customer service

developing and implementing a renovation strategy for St. John’s Wood Apartments

Overseeing a $4,000,000 kitchen and bathroom renovation for St. John’s Wood Apartments

Tracking the materials and progress of each renovated unit

Establishing new competitors for the phases of the property that have been renovated

Establishing new prices for the renovated units

Planning a Grand Re-opening for the community

Helping establish a new target markets for the renovated property

Overseeing the entire leasing and service staff including outside contractors

Completing property payroll and bonus payouts

Evaluating and speaking to the property variances

Organizing and overseeing all special projects for the properties

Marketing the communities to the public

Event planning for community events and for special company functions

Ensuring that occupancy is above 95%

Ensuring delinquencies stay below 1%

Working with our attorney to proceed with legal action on any accounts necessary

Any other tasks needed to be completed on a daily basis

Assistant Property Manager- Old Buckingham Station Apartments Responsibilities Include:

Turning leads into sales

Closing sales

Screening applicant files for approval

Pulling credit and criminal background checks

Completing paperwork to return security deposits to former residents.

Ensuring the highest level of customer service to anyone who comes into the office

Helping current resident’s questions and concerns

Collecting and posting rent

Running & evaluating weekly reports

Pulling purchase orders for supplies needed for the property.

NVR Mortgage – Midlothian, VA (July 2010 – April 2011)

Loan Officer Trainee Responsibilities Include:

Learning all aspects of mortgaging including shipping, closing, and processing loans

Managed a pipeline of 80 loans

Everyday accounting transactions

Pay the company bills

Helping customer with their process of obtaining a new home loan

Shadowing Loan Officers throughout the whole mortgage process.

Activities

Leadership Activities Volunteer Activities

JMU Varsity Softball WHSV Children’s First Day

Won CAA championship (2009) Annual community service event

Participated as a varsity softball player for 5 years (2006-present)

Named to academic CAA All Conference team 14u assistant softball summer coach (2009)

(2007-2009) Jamestown 4-H camp counselor (2005)

JMU Department Athletic Service award (2009)

2009-2010 James Madison University softball Capitan

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