Customer Service On-Site
Resume:
Chandra Hopkins
Cedar Hill, TX 75104
***************@*****.***
Professional Summary:
With over eight years as Operations Training and Development at Oaks Properties, I focus on designing and delivering impactful training programs that elevate employee performance and enhance customer satisfaction. By aligning training strategies with organizational goals, the team ensures compliance, clarity in job responsibilities and continuous improvement in service delivery.
Proficient in leadership and problem-solving, the team contributes to a collaborative work environment by maintaining up-to-date training documentation and implementing innovative learning solutions. Dedicated to supporting employee development, and making sure the teams fosters operational excellence and empowers teams to succeed in a competitive property management industry.
Experience:
Oaks Properties, LLC Dallas-
Operations Training and Development Manager Oaks Properties 9/2016 to Present
Coordinate, develop, and deliver training to all new hires, corporate and on-site employees/Execute a training & coaching strategy to improve customer service for on-site staff/ Responsible for keeping training needs updated/Continuously improve compliance training programs/Constantly evaluate the training programs to ensure team members have a thorough knowledge of the procedure programs, policies, as well as a complete understanding of their job responsibilities/ Ensure individuals and teams meet company goals and expectations by increasing communication throughout the organization/ Create training manuals, guides, and course materials/Establish on-going communication with the Property Managers to identify areas where additional training may be necessary/Provide assistance for Texas properties with admin/clerical work when needed/ Attend and participate in industry association meetings and seminars to keep up to date on trends and changing conditions in the marketplace/Complete occasional onsite property visits to ensure onsite operations are being executed to company standard/ Manage all One-site issues for 18 properties/ Complete AME monthly for our KS/MN/TX portfolio/Complete a monthly file & resident ledger auditing to ensure policies are being consistently executed/Create and Push budget models through for the teams to work in/Conduct training for all roles semi-annually on different items/Provide tools and resources to the teams to achieve the best results/Train on all new software products that are implemented by Corporate/Other duties not listed above as directed by the Regional Manager
Community Manager/Assistant Oaks Properties LLC- Coppell 11/2008-9/2016
Oversee day to day operations and maintained an occupancy of 98% -100%,/Marketing,/post payments/ provided excellent customer service to potential tenants by answering questions regarding rental properties and assisted with the application process/ Utilize a computerized system to track, gather information and troubleshoot routine customer service inquiries and enter information into the company database/ Maintained attention to detail and performed customer service and general clerical work accurately despite frequent interruptions/ Submit reports required and/or requested by the company in a timely and accurate manner/ Lowered delinquency rates and increased occupancy/resident retention,/enforcing regulations and ensuring residents received the highest standard of customer service/ Reviewed all leases/ enforced tenant contractual obligations while maintaining outstanding tenant relations and customer service/Filed Evictions as needed.
Leasing Professional/Leasing Director Oaks Properties LLC Irving 5/2005- 11/2008
Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently./Demonstrated strong sales confidence, organization, and superb customer service while focusing on building a good rapport between residents and management. Maintained these relationships by providing excellent customer service and helping current residents resolve problems as they arose/Exceeded or met the monthly leasing quota by demonstrating excellent customer service and overcoming objections/ Complete move-in packets/ Record maintenance work requests, and fielding resident questions/ Showcased vacant apartments to prospects/applicants/ Followed up to ensure that all collected documentation was accurate, calculated and entered into the Timberline software./Typed leases and complete appropriate paperwork and input information into Timberline/ Audit & Organize residential files before commissions are paid.
Education:
Notary Public July 2022-Expires July 2026 ATD Training certification- March 2021 Diploma for Property Management at Ashworth College-May 2019-2020 Associate Degree at SRU for Business Administration-1992-1994 High School Diploma from CCHS-1988-1992
Accomplishments:
AAGD Sapphire Award
Company Achievement Award
Company Service Award
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