Customer Service Office Manager

Kina Rogers, Business Manager

MONROE, US · ********.**@*****.*** · 318-***-****

PROFILE

Experienced and skillful Business/Customer Service/Call Center/Office Manager providing high quality service to callers, working to address and meet all needs. Adept at training and mentoring a team on how to follow communication scripts to properly handle various calls, needs and transactions in a poised, professional and timely manner. Proven track record of serving as an effective liaison between customers, companies and their potential and current clients. Work to keep and increase customer satisfaction with quality and professional client/customer interaction. Understands the importance of delivering the mission of a company with each and every action and interaction that takes place involving customers and clients alike. Delivering unwavering leadership, organization, and valuable analytical thinking skills necessary to run a successful department and team. EMPLOYMENT HISTORY

Property Manager, Wilhoit Properties, INC

Oct 2023 — Present, Monroe

Manage to housing properties resulting in a total of 74-units combined units. collect monthly rental payments (OneSite software), process leases, Tenant Income Certification's, schedule move-in's. Supervise a leasing agent and a 3 man staff of maintenance technicians, supervise contracted vendors, overseer of make-ready process for move-ins, maintain a petty cash of $300 for miscellaneous operating purposes. I conduct monthly and quarterly inspections. Complete annual and interim certification(s) through the MRI system to HUD. Order and maintain inventory supplies, process payroll, prepare weekly and monthly reports, monthly budgets and spreadsheets to the corporate office and distributed work orders.

• Review and process monthly rent payments, ensuring accuracy and timely processing.

• Negotiate and execute new leases with tenants and vendors for both properties.

• Implement a preventative maintenance program for both properties.

• Negotiate vendor contracts for both properties.

• Implement training program that improves employee productivity.

• Generated weekly, monthly, and annual financial reports.

• Payroll & time-management for staff.

Transaction Specialist II/Expeditor, JP Morgan Chase Aug 2021 — Aug 2023, Monroe

Make a daily count of mail received and work completed. Set work out daily for the team. Generate reports reflecting the number of mail batches and checks processed and send to the department supervisor. Assign imaged batches of work to Manila, different departments and my team. Assist team manager in all aspects of management and leadership. Generated reports to monitor production,

• Processed customer transactions accurately and efficiently, resulting in a 30% reduction in transaction processing time

LINKS

linkedin.com

SKILLS

Customer Service

Numbers (Spreadsheet)

Operations

Advising

Closing (Sales)

Property Management

Spreadsheets

Hospitality

Customer Satisfaction

Control Systems

Loans

Computer Systems

Petty Cash

Quality Control

Management

Scheduling

Data System

QuickBooks (Accounting

Software)

Sales

Career Readiness

Certificate

Leadership

Teamwork

Communication

Time management

Organization

Problem-Solving

On-Site Property Manager, Fairfield Property Management Jan 2018 — Aug 2021, Monroe

Managed 28-unit property, collected monthly rental payments (MRI software), processed leases, contracted vendors, overseer of make-ready process for move-ins, maintained petty cash for miscellaneous operating purposes. Overseer of maintenance personnel and conduct monthly and quarterly inspections. Completed annual/interim certification(s) through the MRI system to HUD. Ordered and maintained inventory supplies, processed payroll, prepared weekly and monthly reports, monthly budgets and spreadsheets to the corporate office and distributed work orders.

• Review and process monthly rent payments, ensuring accuracy and timely processing.

• Negotiate and execute new leases with tenants and vendors for both properties.

• Implement a preventative maintenance program for both properties.

• Negotiate vendor contracts for both properties.

• Implement training program that improves employee productivity.

• Generated weekly, monthly, and annual financial reports.

• Payroll & time-management for staff.

Offline Support Lead, Centurylink

Sep 2014 — May 2017, Monroe

CenturyLink - Monroe, LA

Supported customer service and retail stores processing service orders for telephone, internet and TV. Corrected order errors, communicated with dispatch for technicians in the field, set-up, restore and suspended services. Processed payments and tracked equipment. Assisted supervisor and team lead with training and implementing new processes and projects, trained new team members, forecast of daily production numbers to supervisor and team members, and assisted 20-person team with questions, processes and escalations.

• Provided product support to customers.

• Collaborated with school staff to develop and implement extracurricular activities and resources to support team training.

• Documented customer support processes and procedures.

• Implemented customer service training programs to ensure customer service representatives are knowledgeable and up-to-date on products and services.

• Resolved customer inquiries in a timely manner.

Relief General Manager / Quality Control Auditor, G6 Hospitality Sep 2013 — Jan 2014, Monroe

G6 Hospitality - Various Location(s)

Ensured compliance with established internal control procedures by examining records, reports, operating practices, and documentation. Verified assets and liabilities by comparing items to documentation. Completed audit reports by documenting tests and findings. Appraised adequacy of internal control systems by completing audit questionnaires. Maintained internal control systems by updating audit programs and questionnaires; recommending new policies and procedures. Communicated audit findings by preparing a final report; discussing findings with auditees. Complied with federal, state, and local security legal requirements by studying existing and new security legislation; enforcing adherence to requirements; advising management on needed actions. Prepared special audit and control reports and spreadsheets by collecting, analyzing, and summarizing operating information and trends.

• Implemented & maintained a database of quality control information, allowing for real-time access to quality data

Adaptability

Critical-Thinking

Conflict Resolution

LANGUAGES

English

• Implemented and maintained policies and procedures to ensure compliance with company and government regulations

• Implemented a budgeting system that reduced overspending.

• Provided information to guests regarding the hotel's amenities, services, and local attractions

• Developed and maintained relationships with hotel guests to increase loyalty and repeat business

• Performed reconciliations between general ledger, bank accounts, and credit card accounts to ensure accuracy of financial information

• Maintained up-to-date knowledge of hotel services, rates, and promotions

• Created and maintained an accurate general ledger, resulting in accurate financial reporting and analysis

• Created and maintained detailed general ledger accounts and maintained accurate records of financial transactions

• Ensured hotel rooms were adequately stocked and maintained to a high standard

• Oversight of maintenance staff to ensure repairs and upkeep to property.

• Greeted guests and visitors warmly and professionally, enhancing the hotel's reputation for excellent customer service

• Analyzed and interpreted hiring data to identify trends and develop insights to inform future hiring decisions

• Analyzed hiring trends and needs to create and manage a pipeline of qualified candidates Property Manager, Multifamily Management

Aug 2008 — Aug 2013, Monroe

Multifamily Management - Monroe, LA

Managed 212-unit property, received monthly rental payments (One Site/RealPage software), received and process Government Subsidy payments, processed applications, daily bank deposits, marketing, leased units, processed leases, contracted vendors, oversaw make-ready process for move-in, maintained petty cash of $400 for general operating purposes. Completed annual and interim certifications. Supervised 3 full-time maintenance technicians and 15 vendors. Ordered & maintained inventory, processed payroll, prepared weekly reports and monthly budgets. Overseer of all aspects of the complex with a budget expenditure of $300,000 annually. Prepared special audit and control reports and spreadsheets by collecting, analyzing, and summarizing operating information and trends.

• Review and process monthly rent payments, ensuring accuracy and timely processing.

• Negotiate and execute new leases with tenants and vendors for both properties.

• Implement a preventative maintenance program for both properties.

• Negotiate vendor contracts for both properties.

• Implement training program that improves employee productivity.

• Generated weekly, monthly, and annual financial reports.

• Payroll & time-management for staff.

Customer Service Rep, JP Morgan Chase

Jun 2005 — Aug 2008, Monroe

J P Morgan Chase - Monroe, LA - 2006 (various times of employment) Directed phone interaction with customers to answer and resolve servicing questions and complaints regarding payments, loan documents & terms, taxes and insurance, and cross-trained to intake and prep mortgage files. Worked independently and in an environment requiring me to listen, review multiple computer systems, type & talk simultaneously while resolving customer issues. Reviewed applications and closing documents, prepared lien release documents for paid in full loans in accordance with county and state guidelines, reviewed files for applicable loan documents, researched and ordered recorded loan documents, researched and requested county recording fees, mailed and tracked lien release, scanned, updated and documented filing. Maintained high customer satisfaction and quality scores while meeting efficiency goals.

• Managed customer accounts, ensuring that billing and payment information was accurate and up-to-date

• Resolved customer issues and complaints quickly and professionally.

• Handled high-volume of customer inquiries in a professional and timely manner.

• Used customer relationship management (CRM) systems to accurately track and manage customer data

• Trained and mentored new call center representatives on customer service policies, procedures, and best practices

EDUCATION

Louisiana Delta Community College, Associate of Applied Science in Businees

Jan 2018 — Dec 2021, Monroe

I have the knowledge and technical skills for any entry-level position in a business management-related occupation. Educated in the skills of management, accounting and finance, statistics, computer applications, decision-making and organizational skills. CERTIFICATIONS

Human Resource Specialist

Mortgage Document Specialist

Career & Technical Specialist

General Clerk

Office Assistant Specialist

Technical Studies Specialist

AWARDS & HONORS

Chancellor's List, Louisiana Delta Community College Fall 2021

Phi Theta Kappa Member, Louisiana Delta Community College Spring 2019

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