Project Manager Customer Service

OBJECTIVE

Detail oriented project manager and administrative support professional with a wealth of award winning customer service skills and the ability to multi-task. Proficient with MS office Suites and google docs.

PROFESSIONAL HISTORY

HEBREW HOME OF GREATER WASHINGTON

Front Desk/Administrative Coordinator (Part-Time) 07/2017-Present

Respond to a high volume of incoming calls from family members, hospitals, and prospective residents in a polite manner.

Serve as the initial point of contact with all incoming residents and their families which contributes to positive patient experiences.

Manages, plans, and coordinates the operations for the front and back office.

Support the Admissions Department with the intake of new residents.

Act as a liaison between physicians, patients, social workers, and hospitals.

Support recruitment activities for all support staff.

Train newly on-boarded staff

Initiate process improvements designed to ensure safety for staff as well as residents.

Order office supplies, maintain supply inventory, and manage operations budget.

Submit timely and detailed incident reports.

Prepare and disseminate weekly internal memos.

Coordinate internal staff meetings.

Maintain electronic filing system.

Provide excellent customer service to assure patient needs are met by monitoring feedback, contributing to the process of resolving complaints, and initiate process improvements.

COMMUNITY ASSOCIATION MANAGEMENT PROFESSIONALS 12/2018-2022

Compliance Covenants Manager

Provided oversight of the Community Association’s covenants system, ensuring compliance with the association’s design guidelines, rules, and regulations.

Created a Standard Operating Procedures manual for the training purposes of new compliance managers

Created, approved, and submitted employee expense reports for processing.

Secured and communicated with vendors to complete various projects throughout the community and in the community’s club house.

Inspected properties of the community’s homeowners to ensure structural and architectural components are complying.

Assisted homeowners with access to the property management software and respond to association assessment related inquiries.

Reviewed and processed design review applications from homeowners before submission to the Design Review Committee.

Coordinated and facilitated monthly committee meetings; Coordinate bi-monthly board meetings.

Prepared monthly covenants status reports for submission to the community’s Board of Directors.

SOUTHERN MANAGEMENT CORPORTATION 02/2015-12/2018

Resident Relations Manager (part-time)

Served as the resident relations manager at The Chateau to oversee various administrative duties and operations.

Utilized Yardi for multiple purposes such as entering maintenance work order requests from residents, responding to residents regarding balances, prepare varied reports for the maintenance team.

Audited files of residents ensuring certificates of rental insurance were current.

Completed weekly maintenance work order follow-up calls to residents and prepared maintenance satisfaction reports for submission.

Follow up on delinquent rent accounts, communicate with residents to establish payment terms.

Activated/deactivated door entry fobs for residents as needed.

Prepared bi-monthly community newsletter for review by the assistant property manager.

Supported leasing department by assisting prospective residents, determined housing needs, and conducted tours of the community.

Coordination of resident appreciation events.

Resolve and follow up on reported escalated concerns of homeowners in a timely manner.

Provided excellent customer service for residents under Southern Management Corporation.

VANTAGE HUMAN RESOURCE SERVICES, INC. 09/2010 – 12/2016

Project Manager

Served as the Project Manager for Vantage Human Resources Services headquarters and fulfilled complex projects as assigned.

Served as a point-of-contact and interface with prospective program participants as well as clients by responding to project related questions.

Assisted with the on-boarding process for new trainers.

Managed and trained undergraduate interns to perform office support functions.

Coordinated monthly leadership training workshops for staff; Coordinated quarterly leadership seminars for senior executives.

Created and coordinated leadership training certificate programs for entry level supervisors and aspiring supervisors.

Participated in monthly project management meetings, to provide status updates on budgets, resources, and milestones for varied upcoming training programs and seminars.

Supported contract officers and Director of Operations by ensuring all training materials and instruments are set up for scheduled training classes.

Recorded student and course data via the Learning Management System (LMS).

Collaborated with new and existing clients to assess their training needs.

Coordinated travel arrangements for trainers in preparation for all out-of-state training sessions .

Prepared monthly and quarterly reports for training contracts in an accurate and timely manner.

Maintained and update the SharePoint site.

Provided client support weekly to maintain client relationships.

Provided general office support functions necessary for the efficient operation of the headquarters business office.

Supported the Director of Operations as needed with special ongoing projects .

GEORGIA DEPARTMENT OF COMMUNITY AFFAIRS 05/2004 – 12/2009

Documents Processor

Coordinated staff assignments for annual awards programs as well as monthly contractor training seminars.

Provided administrative support including typing, filing, and drafting correspondence.

Analyzed financial documents to ensure strict compliance with federal lending laws, policies, and procedures.

Provided logistical support for training seminars including scheduling, registration, and seminar material preparation/delivery to site.

Reviewed contractor application submissions for compliance with federal funding guidelines.

Maintained project files.

Prepared monthly status reports.

Drafted Standard Operating Procedures manuals for developers.

Served as liaison between underwriting team and loan closing attorneys.

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Arts, English, Spelman College (1988)

Paralegal Certificate, Professional Career Development Institute

(2002)

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