Property Manager Call Center

MARCUS J. THORN

************@*****.*** 412-***-****

SUMMARY

EXPERIENCE

Professional, leader, strategic thinker, problem solver, proactive, detail oriented, result-focused, creative, organized, efficient, Project Manager, effective communicator. Lean and Six Sigma certified.

QUALITY MANAGER – Jamestown Electro Plating Works Inc. May 2024 – Present

Developed, implemented, and maintained a comprehensive Quality Management System (QMS) to ensure product compliance with customer and regulatory standards.

Monitored and reviewed product quality standards and process performance to identify areas of non- compliance and necessary to comply with ISO 9001 and AS9100D standards.

Lead monthly quality audit activities to ensure compliance with QMS requirements.

Developed and maintained key process indicators and other quality metrics to track performance and identify areas of improvement.

Monitored and analyzed product performance data to identify potential issues and areas of risk.

Create and implement corrective and preventive action plans to address areas of non- compliance.

Lead cross- functional teams of engineers and technicians to develop and deploy quality control procedures.

FIELD EQUIPMENT SERVICE MANAGER - Reddy Ice Inc., Ft. Lauderdale

July 2015- September 2021

Managed team of twelve Field Equipment Service Techs and Retail Merchandisers. Executed all aspects of personnel management including hiring, training, scheduling, mentoring, and job performance evaluations.

Performed field audits on ice factories and ice merchandisers to ensure they met the highest operational standards.

Controlled costs to remain within budget by evaluating third party vendor relationships. Saving the company more than $150,000.00 in savings related to labor and parts spending.

Managed and routed all service calls, merchandiser installations, PM’s, removals, and special event work orders.

Facilitated collaboration between all departments within the company.

Appointed head of the Safety Committee for Davie, Florida location. Completed OSHA, IPIA and FDA safety training as required.

Increased productivity by realigning service routes within the south Florida market. Reducing call backs to less than 3%.

Performed cost analysis on parts and supply purchases. Identified bulk purchases as a cost saver, and process was implemented market wide.

Developed more effective procedures for tracking assets in the field for inventory control.

Conducts all EHS and CARE (defensive driver training) for the Fort Lauderdale market. Utilizes six sigma, lean, and continuous improvement training for more efficient operational excellence. Brought annual RIRA down to 0.4%.

PROPERTY MANAGER– CB Richard Ellis Pittsburgh PA

June 2011 – July 2015

In-depth experience of all aspects of daily operations of property management including finance and budgeting, asset management and maintenance, marketing and leasing, developing strong tenant relationships, staff supervision and development and ensuring compliance with all applicable policies and regulations. I was also responsible for the following.

Generated work orders in response to client inquiries and concerns, and assigned to appropriate technicians, subcontractors, and vendors.

Prepared detailed reports on projects and completed follow-up on status of work orders.

Experienced in facilities, grounds, and building maintenance.

Revamped on-call facilities phone rotation program to maximize efficiency and response time.

Recognized for excellence in time-management controlling costs and customer service.

Successfully commandeered and managed the following teams: HVAC, Electrical, Plumbing, Carpentry, General Maintenance, and landscaping.

Achievements include:

Growth of revenues by 38% annually reflecting effective expenditure containment and decreased delinquency

Increase in occupancy from 72% to 99% over a 5 year period through strategic market analysis and planning

Development of strong tenant relationships to ensure resident retention rates of over 30

PROJECT MANAGER - Jones, Lang & Lasalle Pittsburgh 2007-2011

Managed construction projects and job costing for residential and commercial accounts.

Sourced special orders and other custom details to enhance the customer's experience. This included “virtual tours” that I developed based on the customers’ needs and expectations.

Met and exceeded predetermined sales goals at an acceptable margin.

Coordinated delivery schedules, ordered material, obtained permits, scheduled crews.

Maintained and grew existing customer base by managing quality work, good cost accounting, personal and professional efficacy/integrity.

Completed regular site visits to plan and evaluate customers’ needs, ensuring prompt and accurate service.

Collaborated with sales support, operations team and vendor resources to secure business and attain profit and sales goals.

Executed regular account evaluation to increase revenue and profitability.

SKILLS Working knowledge of Microsoft Office, Microsoft Teams, Lotus Notes, Service Insight, Harbor Flex, Oracle, Adobe, Yardi, CRM Sugar, Work Day, Apptricity, Telogis, and Lease Up. Next Process, CAD.

Able to read and comprehend blueprints and schematics.

Strong understanding of leases and contracts.

EDUCATION Old Dominion University

1998-2002

Engineering

Captain of Crew Team Resident Assistant

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