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Customer Service Manager

Lady Lake, FL
February 26, 2016

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Kim D. Whittemore

*** ******** ******

The Villages, FL. 32163


Administrator – CVRF Deerfield Beach, FL. October 1, 2012 – October 1, 2015 Responsible for all recreational property for a fifty-five plus community, that included a one hundred and forty thousand square foot clubhouse, community restaurant, fitness center, theater that sat over sixteen hundred, fifteen heated swimming pools, sixteen tennis courts, bocce and pentaque courts and twenty-four shuffle board courts while providing leadership and coaching to a staff of forty-two for all daily activities.

1) Facilities Maintenance:

i) Slashed payroll/benefits administration costs 30% by negotiating pricing and fees, while ensuring the continuation and enhancements of services. ii) Designed manuals that simplified work for future maintenance projects, by documenting all projects in detail for any questions about materials used. iii) Implemented and directed cost-cutting efforts that reduced maintenance cost by over

$150,000 a year.

iv) Brought all buildings and property up to county code compliance. v) Oversaw Facilities maintenance for entire property vi) Implemented TOPS software for the maintenance department for all work orders to be installed. Thus allowing detailed reporting on all maintenance and supplies used for better tracking.

vii) Directed staff in weather related emergencies to ensure safety of all residents and to secure property.

2) Managed all phases of Human Resources

i) Handled all aspects of the payroll process for all forty-two employees thru ADP. Including all annual reviews, pay increases, employee bonus program, any insurance issues, PTO time and approval. Annual review of insurance benefit package to ensure the employees had the best plan.

ii) Coded all invoices for A/P

iii) Collections

3) Prepared the annual operating budget.

4) Reviewed all Estoppel request

5) Attended all committee meetings, prepared monthly agenda for the monthly televised committee meeting. Met with committee weekly to discuss all updates on property. 2

Kim D. Whittemore

626 Vagabond Street

The Villages, FL. 32163


6) Completely in charge of all Entertainment for the community, this included: i) Hired all shows for the theater for both seasonal shows and summer. Also hired the bands for the weekly dances.

ii) Implemented an online web based ticket purchasing or the residents which saved the community over thirty-eight thousand dollars a year. iii) Designed an annual “Season Brochure” for the seasonal theater entertainment that increased ticket sales by thirty percent.

iv) Created a new web-site for the recreational side of the community to allow the residents to see all recreational information online. 7) Introduced and attended new and creative event ideas for the resident’s enjoyment. 8) Ambassador to residents to assure the absolute best customer service 9) Proficient with Outlook, Excel, Word, ADP and Tops. Office Manager – CVRF Deerfield Beach, FL. January 1, 2012 – October 1, 2012

Manage office operations to ensure efficiency and productivity.

Implemented TOPS software to enable the tracking of all work orders and supplies used for budgetary purposes.

Managed all accounts receivable/payable and reconciled accounts.

Designed company forms including payroll advice and personal leave forms.

Assist with the production of marketing collateral.

Interviewed/trained new hires.

Liaison with property owner and recreation committee members during transition. General Manger - Universal Management May 1, 2008 – December 31, 2011

Interfaced with vendors.

Focused on sales and customer service.

Managed delinquent tenant process.

Communicated effectively with customers, team members.

Maintained a neat, clean, safe and secure facility.

Executed all documents associated with leasing.

Implemented new marketing ideas to increase sales by 34%

Made daily bank deposits

Negotiated cost for all improvement and upkeep of the facilities 3

Kim D. Whittemore

626 Vagabond Street

The Villages, FL. 32163


Trained incoming employees

Proficient on Site Link

Manager of the year

Community – Worked with Parks and Recreation to build new baseball fields and purchased a Fire Safety Training vehicle with donated dollars to the Fire Department for fire safety training at all local schools.

Park N Fly – Accounting Manager

March 1989 – July - 2002

Arvida Construction – A/P Supervisor

July 1986– March 1989

Education – Majored in Finance with a minor in Accounting

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