Customer Service Manager

Cynthia DeStefano

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

Brooklyn, NY 11211

917-***-****/******************@*****.***

Platinum Management Salary $75 plus commission

Leasing, Sales & Property Manager November 2014 to Present

Customizing and tailoring of specific needs for each individual client, offering them a suite of services at their fingertip

Managing 40+ properties throughout Manhattan

Goal is to maximize any investment value while mitigating the stresses associated with real estate ownership

Specialize in Condominium, Co-op and pied-a-terre rental ownership

Servicing the needs of private foreign and domestic investors

Working closely with Management companies throughout Manhattan, regarding rules and regulations per building

Collect, review and approve Board Packages for new leases, renewals and sales for our investors

Negotiating renewals for the optimal price the market has to offer per neighborhood, competition and sqft

Working daily with tenants in place with repairs, billing issues and move in/out procedures

Overseeing advertisement of apartment for non-renewal are done in a timely fashion

Cultivating relationships with staff per building: super, residential manager and front desk to ensure owners/tenants receive impeccable customer service

Oversea below daily functions:

BILLING/PAYMENTS

Receive, review, organize, and pay monthly common charges for each unit/apartment

Pay out quarterly property taxes for all properties (NY/NJ, Chicago and Miami)

Review, print and prepare all rental invoices for tenants

Track all rent payments and record

Prepare deposits of rent payments

Organize and pay all repair/maintenance bills

Management fee calculations and preparation

Create rent log monthly and provide to accounting for invoice prep

MOVE IN

Reach out to tenants to organize move out walk through

Document all damages that are not existing on the move in form

Receive notice to vacate form and file move out date

Coordinate damage repair and document bills for deduction from security deposits

Prepare security deposit release form indicating deductions and mailing address

LEASING

Review applications, credit and qualify financial stability

Prepare/Review lease agreement, riders and coordinate signature with agents/tenants and landlord

Ensure each resident /unit is organized with all paperwork, credit, leases, certified checks etc., along with updated tenant contact information sheet and send to appropriate department (Accounting)

Update bank account for daily monthly rent check deposits of all rental properties through on line database (click pay or Quick Books)

Create and modify welcome package indicating procedures for setting up electric, cable, etc. per new tenant

GENERAL MANAGEMENT

Receive and respond to all tenant inquiries in a timely matter

Coordinate any repairs and maintenance request with proper vendors and access with tenants

Email late notices to tenants who are not paid on time

Contact 15 days after move in to ensure apartments are functioning well

Review all document for all repair and maintenance bills and invoices for filing

Leasing Director/ On -Site Manager Salary $60 base plus commission May 2010 to November 2014

TOWN RESIDENTIAL

Over saw an office of 30+, real estate salesperson and 4+ onsite leasing agents including reception/admin and building staff

Lead all activities associated with renting, selling and renewing residential apartments with a focus on generating qualified prospective residents, touring the property and following up with prospective residents, and preparing lease packages.

Set monthly goals for the leasing team and ensured team have the necessary tools and guidance to achieve results.

Passionate for exceeding resident expectations and providing exceptional customer service.

Provided High level of customer service and ensure compliance to all company’s rules and regulation

Ensure customer satisfaction buy responding to customer enquiries in quick and timely manner

Manage daily on-site operations such as headcount, check-ins of employees to ensure staff’s availability during working hours

Train all temporary employees and new hires staff in line with company policies and procedures

Coordinate with supervisors and management to plan activities for higher productivity on productions site

Develop and maintain relationship with management and supervisors to resolve employee issues, concerns

Develop ways to retain all employees through motivation and encouragement

Conducted and managed outreach campaign to the brokerage community and public to promote the units at the Leasing Properties and generate traffic

Screened prospective tenants, assessing needs and providing suitable leasing opportunities

Delivering best in class customer service experience, welcoming clients, guests, and visitors and addressing requests and inquiries positively

Review of lease applications and the drafting of leases if necessary, reviewed final and approved

Coordinated scheduling and hosting of open houses and related promotional events to increase the visibility of the Leasing Properties

Responsible for the condition and maintenance of model units in partnership with the On-Site Leasing admin, ensuring units are presentable and in immaculate condition

Coordinate with Landlord’s and Company’s representatives on all matters relating to the leasing at the Leasing Properties

Support efforts and contribute to pricing strategy, in best efforts to meet business objectives while remaining competitive in the market

Generate leasing and business-related reporting as requested, including but not limited to comparable reports, traffic reports, status reports

Assisted with coordination between Company and outside creative companies on the design and production of advertisements and related graphic design materials for the Leasing Properties

Assisted with ad placement of advertising for the Leasing Properties, including the monitoring of advertising deadlines

Involved with creative marketing strategies and implementation for the Leasing Properties, including emails blasts, mailers, building signage, internal and external marketing collateral, and related items

Negotiated, reviewed, qualified, closed real estate leasing and sales transactions while targeting areas of strength and weakness in the marketplace

A strong, effective leader, communicator with high level presentation, written and verbal communication skills

Managed leasing and marketing projects for various types of residential buildings throughout Manhattan with a large focus on resident retention including the renewal and move-in process

Ability to multi-task and prioritize tasks to ensure company's goals and deadlines are met

Generated traffic, securing appointments, broker pre-view tours, and maximizing of rentals, daily involvement of total leasing efforts and integrated marketing programs of the property, participate in the presentation and monitoring of market ready products and special projects

Oversaw the entire tenant lease development from initial tenant contact, negotiations, financial qualifying and drafting of lease/sale documentation

Worked collaboratively with other department/team or independently

Leasing Manager On -Site/Property Management Salary $70K

PAN AM EQUITIES INC - January 2009 to May 2010

Managed and oversaw a portfolio of 50+properties

• Reviewed, negotiated & approved all new leases and processing of all non-renewal/renewal packages

• Detailed oriented with each application from financial qualifying, running credit, verifying employment and

landlord references along with collection of rent and security

• Set up tenant records and executed lease packages including distribution of documents and information to

all appropriate parties

• Scheduled move-in/move-out with building superintendents, concierge and residential managers

• Input all required lease information into data base, including address book records, lease records, recurring

charges and lease logs

• Assisted property staff with any changes and updates needed for tenant information such as, commencement

letters, service charges letters, etc. and the resolution of any tenant issues.

• Maintained a high level of productivity in a fast paced and deadline driven environment. Ensured all tenant

information was processed and properly entered in the system in a timely fashion

• Point person for all tenant's inquiries, renewal negotiations, coordination of resources, and helped solve and

execute issues

• Generated reports on apartment inventory of current and upcoming vacancies.

• Worked closely with brokers and updated broker blast of availability daily.

• Previewed vacancies and provided estimated fair market values. Coordinated broker and prospective tenant

showings. Trained all brokerages on Management requirements and rental application procedures.

• Accountable for entering rent, security checks, credits and concessions into database system, maintained

a high level of confidentiality.

Rental/Sales Associate Salary 60-90K

CITI-HABITATS - April 2001 to January 2009

Worked daily with Buyers/Sellers/Renters on researching apartments, Condo and Co-ops available for their

needs.

• Qualified clientele on financials, credit and employment to ensure a smooth application process

• Researched and attended open houses follow the marketplace trends in a variety of neighborhoods in

Manhattan and Brooklyn to seek the best price per square foot

• Leasing of properties in highly sought after neighborhoods throughout New York City, specialized in Tribeca,

West Village, Soho, Union Square and East Village

• Successful and top performing agent able to develop instant rapport with clientele, brokers, Real Estate

Attorneys and Mortgage Professionals; ensured terms and conditions of leasing/sale transactions were met

before renting/closing

• Organized and assembled rental/sales documents such as Condo/Co-op packages and leases.

• Developed a niche area in NYC and advertised apartments that developed into lead generation

• Used a comprehensive blend of networking strategies, developed collaborations with key market players

Assistant Manager Salary $35-40K

CITI-HABITATS April 2001 to April 2004

Managed the day-to-day operation functions and support to a Real Estate office of 30+ agents

• Responsible for topic of Rental/Sales Meetings on a weekly basis

• Developed short and long term business plans for agents

• Recruited, trained, motivated and provided critical leadership to agents

• Evaluated rental packages for approval by private owners, landlords and management companies

• Reviewed credit report, employment verification and financial documentations to insure financial qualification

of clientele.

• Processed all incoming and outgoing invoicing of payroll for earned commission, owner paid (OP)

commissions by landlords, wired transactions for clientele, processed credit card transactions for clientele and

collected all certified checks for rent, security, deposits and commissions.

• Prepared all leases, reviewed Condo/Co-op Packages for the office

• Scheduled all office pre-view tours

EDUCATION

Travel & Tourism

University of Phoenix - New York, NY 2008 to 2010

Business Management

Borough of Manhattan Community College - New York, NY

2001 to September 2002

TECHNICAL SKILLS / LANGUAGES

• Microsoft Office Suite (Word, Excel, PowerPoint) Access, Outlook

• QuickBooks, Lotus Notes, AMS Rating System, Vantage System, Solomon System, OLR, Taxi, LEAR,

Streeteasy, RealtyMX

• File Maker Pro, Skyline (Property Management)

• Spanish -Fluent

• Italian-Beginner

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