Customer Service Leasing Manager
Resume:
Hubert D. Fussell Jr
St Petersburg, FL 33702
************@*****.***
Professional Experience
Brittany Bay /Kimball Key LLC 2021 – 2021
Leasing Agent
Kimball Key manages several different properties. I was on board for the excellent customer service displayed. Managing tenants and prospects with compassion, however still enforcing the company standards. By using Rent Manager and multiple systems, I was able to compile reports each morning, for the leasing staff to have our availability, and complete my daily tasks.
Manage the leasing process from tour to move-in including closing the sale, completing lease documents, and inspecting units to ensure a great "move-in" experience. I suggested and it was adapted that we have a gift bag in each unit upon move in to make us look caring adding that “WOW” to their move in with each of our business cards.
Follow up with potential and current residents to support and maintain occupancy, retention, and collections goals
Utilize and establish creative marketing and social media strategies to generate traffic for the property
Use problem skills and best judgment to handle unpredictable situations as they arise; Promote positive resident relations through courteous and timely response to resident needs and concerns
Assist the property manager and leasing manager as needed
Excellent customer service skills; Must be willing to go above and beyond
Great positive attitude and professional presentation
Publix Supermarkets 2020 - 2020
Deli Associate Clerk
Publix provides exceptional service and groceries to meet a wide variety of consumer’s needs. A Deli Clerk works in a very fast-paced environment in which jobs could be making sandwiches to picking items out of the hot case, slicing meats, and inventory. I started with the company in March as a part time associate. Within 90 days I was promoted to a full-time position. The number one goal is customer satisfaction and quality food distribution.
●Knowledge on food quality and when it should be removed from the floor.
●Ensuring the customer is happy however looking after the company’s policies.
●De Escalating and issues a customer may have with an associate, as being a supervisory role.
●Making sure moral is up in the department, including taking time out to talk to an associate about their issue, and helping them with their workload.
Certegy / Fidelity Information Services/FIS 2005-2020
Customer Services Rep II, Business Analysis, Customer Support Rep Specialty Services
Client Services Representative provided our largest group of institutions with a high level, experienced resource to assist them in the daily and strategic operation of their credit card program. I am a knowledgeable resource, trainer and proactive assistant to the operation of the institutions. In addition I focused to work with my institutions to improve client satisfaction. In the transition I was given one of our largest clients on the TBS system and backed up my fellow associates on Base 2000. After the Regulatory Changes I transitioned to our Major accounts in which I currently service eight accounts.
●Advanced knowledge on parameter changes, tables, including other system administrations functions.
● Helped build team morale by listening and assisted with difficult issues to find resolution.
●Interfaced daily with internal departments and managers for problem resolution and design best solution option solutions for the client’s issues.
●Built qualification sets in the model office to test parameter changes before they are placed into the production system to ensure accuracy.
●An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
●Validated production statements and letters for our Base 2000 platform and work with Print Production and our letters shop to stop any errors before they leave our office.
●Ran macros for my associates during peak times of the year.
Capital One, Tampa, FL 2000-2005
Solutions Account Manager
Liaison between credit card holders and merchants. Resolve payment investigations including encoding errors and misapplied payments. Offer and sell various products and services to add value to customers’ accounts. Handle day to day escalated calls on customers’ accounts and merchant disputes.
●Promoted to Investigated Solutions Group within six months of being hired – well below the average promotion time.
●By receiving 100% in letter quality, ensured Capital One’s being in compliance with Federal regulations.
●Taught others on the team which helped increase productivity levels and team performance.
●Followed MasterCard/Visa regulations in resolving customer-merchant disputes and correctly performing charge backs.
●Audited accounts accurately, meeting customers’ expectations and saving money for the company by retaining accounts and avoiding additional audit time.
Education
University of South Florida
Professional Development
Processing Knowledge of Banks and Credit Unions that issue credit cards.
Customer Advocacy Training
Supervisory Training
Payment Investigation Training
MasterCard/Visa Rules and Regulations.
Technical Skills
Microsoft Word, Excel, PowerPoint, Outlook, Macro Express
Multiple In-house systems for managing credit
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