Customer Service Accounts Payable

Nichole M Wylie

**** *. **** ****** ***# **** Glendale, AZ 85301

Phone Number 661-***-****

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

PROFESSIONAL SUMMARY

Successful experience in management, customer service, sales, problem solving, auditor, negotiations, and implementing procedures. Possesses a high degree of integrity and an outstanding work ethic, as well as strong leadership qualities. Dedicated leader with demonstrated ability to train, manage and motivate team members to achieve organizational objectives. Works effectively on teams, as well as independently, in fast-paced environments. Committed, motivated, and strong decision-making skills.

SUMMARY OF QUALIFICATIONS

• Management, training, coaching

• Focus on customer satisfaction

• Complex Problem Solving

• Extensive knowledge of principals of property management and of federal, state, and local laws and regulations.

• Strong ability to negotiate, develop and property agreements and deposit accounting.

• Auditor

• Independent worker, self-motivated, and skilled multi-tasker

• Oral and Written Communications

• Word, Excel, PowerPoint, Yardi, Lotus Notes, Outlook, SharePoint, AS/400, AppFoio, MLS, DocuSign.

• Ability to produce high quality work and meet deadlines in a fast-paced, high-volume environment.

• Accounts payable and receivable. Lease renewals, 3-day notices, eviction filing.

• Solid organizational and time management skills.

• Skilled at communicating effectively, assigning and supervising the work of others.

• Develop and maintain strong relationships with internal and external customers & tenant

SUMMARY OF ACHIEVEMENTS

• Several nominations for going above and beyond including the Rose Retreat Award.

• Strong track record of achievement as evidenced by sales awards, and going above sales quota

• Building a team that effectively provides exceptional performance and great customer service.

• Training, motivating, coaching, evaluating and retaining qualified staff.

• Conducting training

• Maintaining strong customer Service, and performance satisfaction levels.

WORK OF EXPERIENCE

July 2019- December 2020

Biltmore Properties Inc., AZ

• Advertise units and negotiate lease terms

• Application approval & Perform tenant screenings

• Act as liaison between tenants and property owners

• Collect rent on a monthly basis and handle late payments in a timely manner

• Maintain property by addressing tenant complaints, completing repairs, contracting landscaping and vendors needed to complete upgrades or maintenance.

• Coordinate maintenance schedule with Maintenance Coordinator Create, mentor and manage a cohesive property maintenance team.

• Managing Multiple Properties with Several different Layered Program.

• Onesite Software, OneSite experience with project-based section 8 family, Housing, Voucher, Low Income Tx Credit and HOME funds.

• Assisted in planning resident functions and activities for the residents.

• Managing all Legal matters pertaining to portfolio of properties for evictions cases, paperwork, court etc.

March 2015- June 2019

Ironwood Management, CA

Property Manager

• Advertise units and negotiate lease terms

• Application approval & Perform tenant screenings

• Act as liaison between tenants and property owners

• Collect rent on a monthly basis and handle late payments in a timely manner

• Maintain property by addressing tenant complaints, completing repairs, contracting landscaping and vendors needed to complete upgrades or maintenance.

• Coordinate maintenance schedule with Maintenance Coordinator Create, mentor and manage a cohesive property maintenance team.

• Managing 150+ residential units and 10+ commercial units.

• Advertise and market and lease for both residential & retail units.

• Direct experience working with TAX Credit, managing periodic with TCAC, Section 8 and city inspections both residential and commercial file and physical inspections.

• Assisted in planning resident functions and activities for the residents.

• Handing of evictions cases, paperwork, court etc.

March 2012 -November2014

Bank of America Home Loans. CA

Team Manager-Advocacy Wealth Management

• Supervises the execution of transactions and responses to customers, investors, or 3rd party related inquires.

• Manages a team of 13-16 supporting our customers through their loan modification process.

• Provide daily coaching, feedback, and training.

• Manage a team of associates that work in a high volume, deadline or production driven environment.

• Maintain and enhance excel reports, SharePoint, and pivot tables in order to monitor staff daily performance.

• Auditing and Problem Solving

• Review and Approve Time Cards/ Communicating updates company’s benefits, enrollment, etc

March 2010 -August 2012

Bank of America Home Loans. CA

Mortgage Servicing Specialist Lead

• Assist management with providing effective feedback, coaching, training, and mentoring associates.

• Support and assist Management with reports, audits, and access requests.

• Handle research requests, and escalated issues.

• Communicates policies and procedural guidelines to the staff.

• Assist with researching and providing solutions when gaps are found

• Review modification analysis for approval or declines

September 2012- March 2010

Bank of America/Countrywide Home Loans, CA

Call Center Team Manager

• Motivated and supervised an inbound and outbound call center staff of up to 16 associates.

• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.

• Ensured strict adherence to company policies and procedural guidelines.

• Handle escalated calls, research requests, and escalated issues.

• Ensured strict adherence to company policies and procedural guidelines.

• Monitor interaction between staff and callers to ensure quality assurance standards.

• Auditing and Problem Solving

• Review and Approve Time Cards/ Communicating updates company’s benefits, enrollment, etc

March 2010 –September 2002

Countrywide Home Loans, CA

Payment Research

• Research missing funds, misapplied funds, encoding issues, NSF disputes

• Worked closely with Cash Management, Payment Processing department

• Handle escalated issues for management and OOP

• Moved misapplied funds and re-applied correctly

• Audit for Accuracy

• Coach and trained new associates

• Received inbound calls from borrowers and made outbound calls

• Follow up with customers until issue or concerns have been resolved

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