Customer service, Supervision and Marketing

PHONE 219-***-****

*** ********* ** • SCHERERVILLE IN 46375

*********@*****.***

DENISE M. WEBB

CAREER OBJECTIVES: DEDICATED PROFESSIONAL LOOKING TO UTILIZE MY EXTENSIVE RANGE OF EXPERIENCE. A POSITIVE AND MOTIVATED INDIVIDUAL WHO THRIVES ON EXCEEDING GOALS.

PROJECT MANAGEMENT/COORDINATION

Lead and managed the implementation of the Ultra Select application

Lead the Quality Assurance “Improving Feedback” process Team

Coordinated Tailgate process for improving communication between internal and external customers

Instrumental in maintaining consistency across communication channels such as Call Aid, IVR, and the Customer Service Representatives.

Coordinated the Ultra Select Training Program for the Quality Assurance Specialists

Created Electronic Tailgates for changes to processes and procedures

Applied IURC Rules and Regulations during implementation of Periphonics IVR system

Assisted IBM with the Self Service Initiatives

PROFESSIONAL EXPERIENCE

2015-2023

Weiss Entities

2011-2015

RMK Management Company Chicago IL

2008-2011

Habitat Company

Chicago IL/

RMK Management Company Chicago IL

Community Property Manager/Prairie Point Apartments

Managed 440 Luxury Apartment Homes with numerous employees

Conduct market studies, lead gerneration/follow-up, community outreach, resident retention, update websites social media, conduct sales meetings. Increased occupancy by creating a robust marketing plan to exceed sales goals and restructuring the renewal procedures. Lowered delinquency by contacting resident prior to their accounts becoming delinquent.

Responsible for preparing yearly budget, work flow of the office and maintenance staff. Overseas operations of payable, receivale, implementing policies and procedures, holding staff meetings and overall wellbeing of the property, employees and residents.

Planned resident events and outreach programs to encourage socialization and developement

Assistant Property Manager/Prairie Point Apartments

Assisting property manager in effectively managing the property and staff

Maintaining reporting such as Leasing Desk/Renters Insurance, Availability, Time Reporting, weekly Market Surveys, Quarterly Surveys, Move-Ins, Move-Outs, pending Work Orders and Renewals and Audits

Maintaining positive customer relations

Inspecting vacant apartments and community grounds

Handling residents’ inquires and complaints

Leasing

Review and approv Credit Applications, New Leases and Renewals

Train new Leasing Consultants

Conduct follow-up with residents when work is completed

Update rent prices on various websites

Weekly reporting to Owner, Vice President, Regional manager and Manager on occupancy, traffic and new leases.

Perform additional duties assigned by property manager or Regional Property Manager.

Leasing Consultant / Prairie Point Apartments

Provided detailed telephone presentation to potential residents with the purpose of setting appointments to lease apartments

Provided tours of the apartment complex and the community to potential residents for purpose of leasing apartments

Maintained accurate records of both phone and walk-in traffic utilizing approved phone logs and marketing cards

Conducted comparative surveys to ensure competitive market pricing

Conducted outreach marketing

Screened rental applications in order to qualify potential residents

Prepared leases for qualified prospects

Completed reports in a timely manner

Prepared daily move-in paperwork and key assignments for new residents

Maintained accurate record keeping for lease renewals

Assisted residents with questions, maintenance requests payment of rent is

Scheduled new resident move-ins and move-outs

Complied with all Federal and Local Fair Housing regulations and ordinances

Digently completed follow up with prospects in a timely manner

Worked closely with the Vice President, Marketing Director and the Property Manager on marketing directives in order to achieve company goals

Digently reviewed weekly marketing and rental reports

Conducted annual audits on residents files

Inspected vacant apartments and property grounds

1982–2008

NiSource/ Nipsco

Merrillville, IN

2007-2008 Team Leader/Customer Contact Center

Provided timely, objective and effective feedback to CSRs, regarding their performance

Effectively resolved customers issues and complaints

Promoted an environment of continuous improvement as related to the Contact Center operations

Participated in Performance Management (Protocol) meetings and execute shared decisions made in a consistent manner

Managed CSR's in accordance with established work rules. (Code of Conduct, Productivity Guidelines, etc)

Promoted employees safety and health

Proactively directed the workforce with a clear sense of urgency

Actively particapted in the interview process in hiring Customer Service Representatives

Successful fulfilled the Standby Team Leader responsibilities

Managed time reporting

2001-2007 Quality Assurance Specialist/Customer Contact Center

Helped developed the Quality Assurance Process for customer service and training employees

Monitored Customer Service Representatives and provided feedback.

Trained Customer Service Representatives on the Quality Assurance Processes.

Responsible for Tailgate Communications

Participated in Training needs assessment for Customer Service Representative

1982-2001 Customer Service Representative

Assisted in daily operations of the Call Center

Adhered to IURC Rules and Regulations while processing customer’s requests

Extensive CIS (Customer Information System) training

1999–2007

Red Roof Inn

Michigan City, IN

1999-2007Front Desk Representative

Greeted, registered, and assigned rooms to guests

Handled reservations

Reviewed accounts and charges including deposits

Night Auditor

Addressed guests inquiries and complaints

Directed staffing as needed

Inspected vacant rooms and property

Completed all training courses successfully

SPECIALIZED TRAINING

Participated in the MARC training provided by Labor Relations

Completed workshop for the Operational Excellence Call Elimination Team

Attended OE Initiative Training Classes volving Customer Service

Completed the Customer Service Advancement Training Program

Phone Pro Training

Ethics Training

Grace Hill – essential multifamily, education

Chubworks training

Fair Housing

Sexual Harrassment

EDUCATION/MEMBERSHIP

1979-1980 Purdue North Central Westville, IN

Secretarial Arts

Supversion in Marketing and Management

1975-1979 Rogers High School Michigan City, IN

Graduated June of 1979

2011 Northern Indiana Apartment Association

– 2nd Vice President

- Secretary/Treasurer

- Board Member

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