Customer Service Sales

Brian I. Schaeffer

***-* ********* **.************, MD 21030

Home: 443-***-****

E-mail: **************@*******.***

RESIDENTIAL, COMMERCIAL & RESORT PROPERTY MANAGEMENT

Dynamic, energetic, and highly experienced in residential, commercial and resort property management with solid history of success, including oversight of multimillion-dollar properties. Steadfast leader, mentor, and coordinator with track record of steering improvement projects, building and guiding top-performing teams, and optimizing internal operations. Talent for cultivating and supporting tenant relationships, leading to high occupancy rates, minimal turnover, and renewal of long-term leases.

KEY SKILLS & COMPETENCIES

Confident when dealing with high net worth clients.

Managing properties in an efficient and value enhancing manner.

Maximising business opportunities.

Sound knowledge of rentals, occupancy costs and competitor activity

Knowledge of commercial real estate.

Close familiarity with [state] laws, regulations, policies and taxes that govern tenant and property ownership.

Ability to analyze and operate all budgets

Active user of computer software programs – MS Office, MRI, Yardi, Nexus and InfoCentre.

Profound skills to manage multiple projects

High level of enthusiasm and self-motivation for leasing and marketing properties.

PROFESSIONAL EXPERIENCE

Gebhart Properties, Cockeysville, MD 2008-Present

Leasing/Marketing Manager

Responsible for managing a portfolio of properties and providing a professional service to a variety of clients. Also in charge of providing professional knowledge, advice and assistance to junior staff, and monitoring rental activity both in occupied and vacant apartments.

Managing a property team.

Liaising with both tenants and landlords.

Visiting properties and carrying out inspections.

MMHA Legislative Committee member

Collecting references for potential tenants.

Dealing with people over the phone and via letters and emails.

Meetings with residents associations.

Ensuring that all site operations are in compliance with established Company policies and procedures.

Appointing contractors and then monitoring their work.

Ensuring that properties are properly maintained.

Assessing and evaluating reported maintenance issues.

Review existing property management processes, procedures and systems.

Ensuring that services are delivered to agreed timescales and KPI's.

Establish terms and conditions for property leasing and rental.

Preparing budgets for senior managers.

Arranging for the collection of rental.

Chasing up rent defaulters.

Monitoring and enforcing the terms of all lease agreements.

Controlling procurement and expenditure costs.

Hiring, training and supervising staff.

Prince George's County Public Schools, Upper Marlboror, MD 2007-2008

HR Assistant (temp)

Responsible for prescreening internal & external applicants for all posted job assignments. Acted as technical specialist/trouble shooter for iRecruitment, Oracle, & Gmail. Created multiple job aids to assist both applicants and internal staff in registering, application & prescreening process within iRecruitment.

Omnikron Inc, Tampa, FL/Calabasas, CA 2005-2006

Sales Training Manager / Instructor

Contract, Verizon Inc.

Office manager/trainer assisting with the implementation and the management of the retail expansion division of Verizon Inc. Customer service sales strategy, sales processes, marketing messaging and training platform were

deployed to over 5000 end-users within multiple retail locations throughout the United States and in first year procured an excess of $5 million.

Successfully led an operations team that provided training & customer service support for Verizon Retail expansion. This included launch planning, disaster recovery, patch management, training materials and ongoing customer service strategies.

Performed the role of the Office Manager for retail expansion Verizon Inc.

Led all levels of staff & corporate to develop materials to ensure compliance with guidance mandated by retailers Legal and HR departments.

Led the retail expansion implementation team on launching/creating a new division, Verizon Dsl/Fios sales within retailers. Team quickly grew to over 200 members

Worked closely with Marketing divisions of retailers & Verizon Inc. to Plan and execute the launch of all training & marketing materials

Collaborate with hiring managers to build a team of external vendors by conducting prescreening, assisted potential candidates in preparing for final interviews and managing vendor staff of over 200 territory Reps.

Key Projects:

Initiation of Retail Expansion:

Based on corporate Verizon vision of new division built new staff to begin building a successful customer service sales outlet for Verizon Dsl/fios. Managed multiple retail corporate relationships to begin consulting on ideas & ultimately implementation of Verizon Dsl/Fios sales presence with in stores.

Launch:

Performed requirements analysis for the design, development and implementation of Verizon Dsl/Fios retail sales. In addition, I spearheaded the training & customer service surveys to determine which training materials would best meet the needs of the end user. This functionality helped retailers understand & successfully sell Verizon products to end user. Tracked the important procurement information needed for reporting to senior management.

Retail Launch DVD:

Worked with Marketing, Legal, and upper management to create and implement a Verizon Retail Launch DVD Staring Verizon Retail Expansion VP, & James Earl Jones. DVD delivered welcome marketing message from Verizon to all levels of Retail Store Associates.

MAASA TECHNOLOGIES INC, Tampa, FL 2004–2005

Sales Trainer

Developed and administered training including: New hire, Human resource, Sales and Customer Service.

Implemented training platform and new office processes that increased staff productivity.

Created and implemented all company training materials while conducting training for existing employees on product knowledge, human resource procedures, maintenance issues, customer service, and Microsoft Office.

Managed new hire 30, 60 & 90 reviews and evaluations of all new hire sales staff.

Oversaw impact assessment, alternative analysis, risk assessments, and integration of all training materials, office processes and goals.

Increased sales through the development, deployment, of new processes through scripting, documentation guidelines, and promotions.

Conducted weekly meetings with senior management officials on all new training developments.

Key Projects:

New Hire Training Platform:

Designed and implemented a Customer Service Sales oriented training platform to support the sale of Avaya telephone equipment systems. This project supported all new hire and existing employees for start up company/Avaya business partner MAASSA.

CompUSA Inc, Tampa, FL 2003- 2004

Microsoft Office Instructor

Taught all levels of Microsoft Office courses & Windows Operating Systems to aspiring students. Delivered Transportation Security Administration (TSA) testing.

All Business Communications, Tampa, FL 06/03-12/03

Avaya Telecommunications Sales Specialist

Responsible for all aspects in managing, building and overseeing client base in assigned Clearwater/St. Petersburg area. Supervised performance of sub-team sales associates, interceded as necessary to resolve problems, and delivered training on improving efficiencies and customer service. Maintained rapport and win-win relationships with vendors and clients.

Key Achievements:

Disaster Recovery:

Delivered client/vendor based training for all new installed equipment.

Reached 127% of quota with in two weeks of employment while continuing the same trend during continued employment.

T-Mobile Inc., Tampa, FL 2002-2003

Regional Area Data Technologies Trainer

Responsible for the delivery of training, development and staff recruiting throughout the T-Mobile Southeastern Region. Authored curriculum and custom job aids to complement training. Effectively managed assigned accounts to maximize productivity by maintaining a customer service based attitude. Communicated and partnered with both direct/indirect Regional Directors and Managers to assure their data goals were met.

Defined project management methodology to optimize implementation of new data training division.

Served as a liaison between corporate management & indirect market.

Maintained a strong sales/support team by coaching, training and motivating team members to achieve

and exceed sales goals.

Coordinated daily, weekly, monthly trainings to introduce data technologies & equipment to in direct market retailers as well as all levels of internal T-mobile staff.

Conducted annual planning meetings in order to identify priorities and to delineate workload approaches.

Conducted staff performance reviews and manage training for all staff throughout the southeast region.

Experienced in managing/interacting with indirect vendors.

Maintained an extensive knowledge of wireless service, data solutions, coverage maps,

rate plans, complex products and services, and selling techniques.

Key Projects:

Launch of Data Training Division:

Served as a key participant in establishing data technologies training division for T-mobile Indirect market retailers.

Exceeded data sale quotas throughout the entire Southeastern regional area while continuing to meet

the T-Mobile Service excellence goals.

Managed all recruiting and staffing activities for the southeast indirect market.

Key Achievements:

Exceeded data sale quotas throughout the entire Southeastern regional area while continuing to meet

the T-Mobile Service excellence goals.

Awarded the T-mobile excellence award for being the highest percent above quota in the entire

organization.

EDUCATION

BS, Business Comunication/Marketing, University of Phoenix, AZ, - Some Credits obtained

Professional Development:

Microsft Office 2007/2003/XP/2000/97; MS Project 02/00/98; Time Management (Franklin Covey) 2003

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