Service Agent Customer

Bridget Haywood

904-***-**** **** Jillian Drive

Jacksonville, Florida 32210

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

Objective: To obtain a self-motivated position that will utilize my leadership ability in sales and leasing. To assist families in obtaining a place not to just live in but call home and be happy living there, while growing with the company.

Relevant Skills: Yardi, CoreLogic, One Site, Love Leasing, Call Max, Marketing Center, Lead2Lease, Tax Credit, Student Housing, Entrata, Slack, Hey Market, Word, Excel, Power Point and Outlook.

Assistant Community Manager Landings at Lake Gray Jacksonville, FL

(March 8, 2021-Present)

Managing the community in the most efficient and profitable manner possible, consistent with the company’s goals and objectives.

Managing, coaching, and developing members of the property team.

Living and promoting Balfour Beatty’s values—most notably safety—across all operations.

Overseeing financial reporting.

Delivering the highest level of resident satisfaction through responsive, consistent, positive, and professional interactions.

Recruiting new team members, on boarding and training new employees.

Leasing Specialist Landings at Lake Gray Jacksonville, FL

(October 3, 2019-Present)

Tour vacant apartments while thoroughly explain pricing and lease terms, process rental applications and negotiate lease renewals.

Preserve favorable relations with existing tenants successfully market properties and screen prospective occupants. Generate leases, complete appropriate paperwork and input information in Yardi timely and accurately.

Average 99% success rate with monthly Ellis Mystery shops.

Maintain 100% company set leasing sales goal.

Assist in certifying residents' income.

Responsible for processing criminal and credit background checks in OneSite, notifying prospect of approvals and collecting fees, security deposits and prorated rental.

Amounts.

Leasing Consultant The District on Kernan Jacksonville, FL

(October 30, August 2018)

Provide newly renovated luxury student-friendly off campus apartments.

Maximize occupancy through sales techniques and customer service.

Prepare, certify, and maintain complete resident files.

Acquaint new residents with leasing documentation, property rules, and policies, which affect the residents, apartment functions and emergency procedures, to ensure resident.

Satisfaction on move-in.

Assist in showing units and screen applicants.

Assist in certifying residents' income.

Responsible for processing criminal and credit background checks in OneSite, notifying prospect of approvals and collecting fees, security deposits and prorated rental.

Amounts.

Leasing Consultant Country Club Lakes Jacksonville, FL

(August 6, 2018-December 2, 2018)

Maintain occupancy standards at the highest level achievable and provide the maximum level of service to the residents.

Maintain minimum 25% closing ratio.

Maximize occupancy through sales techniques and customer service.

Assist in community advertising preparation and maintain required online postings.

Prepare, certify, and maintain complete resident files in Real Page OneSite system.

Acquaint new residents with leasing documentation, property rules, and policies, which affect the residents, apartment functions and emergency procedures, to ensure resident.

Satisfaction on move-in.

Assist in showing units and screen applicants in Real Page OneSite

Assist in certifying residents' income.

Responsible for processing criminal and credit background checks in OneSite, notifying prospect of approvals and collecting fees, security deposits and prorated rental.

Amounts.

Prepare all lease agreements with all necessary addendums in Real Page OneSite.

Maintain records of rental levels of comparable units in surrounding areas.

Assist in maintaining the physical appearance of the community.

Maintain professional communication with residents, applicants, and representatives of other companies.

Answer the phone and greet residents and visitors pleasantly and professionally.

Leasing Consultant Victoria at Orange Park Orange Park, FL

(June 30, 2017-January 13, 2018)

Successfully achieve and surpass move-in goals determined by property manager.

Enter all guest traffic (online, walk-ins and calls) into Love Leasing.

Qualify and process resident applications.

Complete the file for new move-ins and renewals.

Maintain occupancy goals as defined by the operating budget and management plan, by successfully leasing apartments, qualifying potential residents, verifying applications,

performing credit investigations and creating all associated documentation accompanying the

rental agreements in a timely and accurate fashion for the Property Manager's approval.

Acquaint new residents with leasing documentation, property rules, and policies, which affect the residents, apartment functions and emergency procedures, to ensure resident.

satisfaction on move-in.

Responsible for taking a proactive role in the preparation and maintenance of a current resident profile, along with supporting the marketing functions of the property through.

recording accurate data on prospects and new residents.

Assist prospects with application processing; enter prospect data into OneSite (property management software) and notifying residents of and completing lease renewals.

Responsible for processing criminal and credit background checks in OneSite, notifying prospect of approvals and collecting fees, security deposits and prorated rental.

amounts.

Enter and process work orders, perform follow up, accurate recordkeeping and timely filing.

Play an active role in renewal process.

Leasing Consultant Avesta Communities Jacksonville, FL

(July 2016- May 19, 2017)

Successfully screen and qualify future residents through CoreLogic to maximize revenue.

Enter all guest traffic (online, walks and calls) into Yardi.

Assist the Community Manager in sending out renewal notices.

Complete the file for new move-ins and renewals.

Complete HUD applications and leases.

Maintain occupancy goals as defined by the operating budget and management plan, by successfully leasing apartments, qualifying potential residents, verifying applications,

performing credit investigations and creating all associated documentation accompanying the

rental agreements in a timely and accurate fashion for the Property Manager's approval.

Acquaint new residents with leasing documentation, property rules, and policies, which affect the residents, apartment functions and emergency procedures, to ensure resident.

satisfaction on move-in.

Responsible for taking a proactive role in the preparation and maintenance of a current resident profile, along with supporting the marketing functions of the property through.

recording accurate data on prospects and new residents.

Assist prospects with application processing; enter prospect data into Yardi (property management software) and notifying residents of and completing lease renewals.

Responsible for processing criminal and credit background checks in Core logic, notifying prospect of approvals and collecting fees, security deposits and prorated rental amounts.

Mortgage Customer Service & Sales Associate ERC Jacksonville, FL

(December 2015-May 19, 2016)

Inbound customer service and sales inquiries for mortgage servicing contact center as well as maintaining a positive approach to customer and peer interaction.

Strive to meet highest level of customer satisfaction by resolving customer’s home mortgage questions or concerns in professional & timely manner.

Serve as the human voice and personality in delivery quality customer service with every client interaction.

Achieve monthly individual and team based targeted performance goals.

Follow a sales process to uncover customer needs across all products and services, present a customized recommendation, and overcome objections to close the sale.

Able to multitask through multiple systems while interacting with customers.

Must understand all applicable laws and regulations that apply to the position and comply with the requirements.

Customer Service Agent Dial America Jacksonville, FL

(November 30, 2015-January 29, 2016)

Assist customers calling to inquire about product and services. Sell the services by communicating product advantages and features using strong benefit statements; drive profit with persuasive sales techniques to sell products; ensure a positive customer experience by educating customers, responding to questions, overcoming objections, and closing quality sales; document all call information into CRM system; produce weekly/monthly sales and revenue goals.

Customer Service Agent GAT Ground Support Jacksonville, FL

(March 23, 2015-July 09, 2015)

Checking in and ticketing passengers, escorting passengers to and from aircraft, and resolving customer complaints. Proficient use of computer as general customer assistance to passengers.

Meet incoming flights and departure goals.

Drove jet-bridge to meet planes.

Sr. Customer Service Representative One Call Care Management Jacksonville, FL

(August 23, 2010-March 11, 2015)

Answer all phone calls routed to the transportation and translation department via the phone tree prompts or transfer.

Provide support to the customers in confirming and assuring their transportation and/or translation is scheduled and on time.

Receive Faxes emails and phone referrals for services that come directly to the transportation/translation department. Gather, confirm, and update patient orders and demographics information.

Communicate with vendors to assign, confirm, and negotiate services as needed.

Meet goals of accuracy and volume. These standards set by using statistical performances for all associates sharing the same job functions.

Respond to incoming calls, email and other message from customers and give them the right answers and directions.

Give accurate direction and support as a team leader to facilitate successful completion of organization’s target and performance goals.

Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgement.

Make use of proven business techniques in the identification of lapses and loopholes in the business customer service department and recommend better strategies that will yield better results.

Serves as mediator between customers and clients in cases of disputes which may arise during business transactions and mediate between employees and employers to ensure that the interests of both parties are dully protected.

Call Center Sales Specialist AT&T Jacksonville, FL

(August 2003-July 2010)

Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.

Offers alternative solutions where appropriate with the objective of retaining customer's business.

Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar.

Handles business transactions about activation of new customer accounts on a computer terminal.

Makes financial decisions to protect/collect revenues and adjusts customer accounts.

Successfully reach monthly sales quota.

Call Center Consultant America Online Jacksonville, FL

(June 1996-July 2003)

Handled billing, product knowledge and technical questions.

Aided teammates as a mentor/team lead.

Assist training department with new employees.

Billing Operations Specialist CompuServe Jacksonville, FL

(June 1996-July 2003)

Developed and implemented a system for monitoring CompuServe rebate requests.

Reported trend charts and data on rebate requests from three departments to the CompuServe Management team.

Assisted CompuServe customers with all billing, and product information questions.

Received company’s highest sales award four years in a row.

Developed Excellence in Sales training course.

Education:

2017-Present Bachelor of Biblical Studies -Jacksonville Theological Seminary College

2001-2003 Business Administration - University of Phoenix; Jacksonville, FL

1991-1993 Associate Degree Criminal Justice – Albany State University; Albany, GA

1988-1991 High School Diploma – Jean Ribault Sr. High; Jacksonville, FL

(Graduated in the Top 10% of the class)

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