Customer Service General Manager

Karla Dixon

Seagoville, Texas 214-***-**** *********@*****.***

Profile

Friendly and engaging team player and leader able to inspire staff to perform their best. Detail oriented and experienced and passionate about the apartment industry. A multi-tasker who excels at staff training and recruiting with a track record of inspiring great customer service and customer satisfaction. Regularly exceed sales goals. A master in the art of upselling. Experience

HELPDESK RECEPTIONIST CMI MANAGEMENT JULY 2024– PRESENT

• Resolved 90% of incoming support tickets within established SLAs, consistently exceeding customer satisfaction metrics.

• Successfully diagnosed and resolve complex technical issues related to network connectivity, application errors, and hardware malfunctions.

• Answering questions via phone, email or chat, resolving problems efficiently, and maintaining a high level of customer service, often utilizing ticketing system to track issues and ensure timely resolutions.

• Emphasizing proficiency with specific operations systems, applications, and troubleshooting techniques.

PROPERTY MANAGER /ROBINSON GROUP/ OCTOBER 2019- JANUARY 2024

• Monitor and report building vacancy levels to management

• Monitor lease expiration and proactively contact existing tenants for renewals

• Oversee internal lease review process, maintain a tracking database of all portfolio leasing matters.

• Assist in marketing, updating company website, delinquency and provide administrative support to SVP.

• Proficient with Microsoft Word, Excel, Outlook, MRI, Onesite, Resman and other software. LEASING MANAGER/6500 SOUTH APARTMENT/ OCTOBER 2016-OCTOBER 2019

• Handle all lease renewals, coordinate move-in and move-outs and address tenant concerns or issues promptly.

• Made sure all paperwork was corrected and adhere to policy before submitting for approval

• Leased, marketed vacant units, closing of sales and marketing.

• Made sure leasing team was conducting follow up calls for leads and closing of all work orders daily. ASSISTANT GENERAL MANAGER/HOLIDAY RETIREMENT/APRIL 2014-OCTOBER 2016

• Manage following departments: housekeeping, maintenance, servers, and enrichment programs.

• Hired, coach, scheduling, develop training to ensure all employees completed job safety modules and any assigned training programs for particular job.

• Managed vendor contracts, department budgets, labor, responsible for inspecting building, provided backup for the Community Sales, leasing, touring and negotiation of lease.

• Assist the General Manager with all aspects of operations and assume community responsibility in the absence of General Manager.

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• Duties included coordinate daily customer service operations

• Track weekly, monthly and quarterly objections for company

• Hired and trained new employees on depositing and posting monthly rental payment

• Scheduled all employee work times and ensuring payroll accuracy of employees

• Leased, marketed vacant units, closing of sales and marketing.

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Skills & Abilities

· Accounting & Budgeting

· Proficient with POS systems

· Excellent interpersonal and communication

skills

· Experience in delinquency, hotel experience,

human resource and marketing

· MRI, Yadi, Yieldstar, CRM,,Onsite, Tax Credit,

LIHTC

· Poised under pressure

· Experienced in various positions

· Fun and energetic

Activities and Interests

Theater, environmental conservation, art, hiking, skiing, travel

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