Customer Service Operations Management

Melanie Harvey

College Park, MD ***** ***************@*****.*** +1-202-***-****

Professional Summary

Experienced operations and property management professional with over 7 years of expertise in overseeing commercial, government, and private sector operations. Proven track record in tenant relations, budget management, and crisis resolution. Adept at optimizing operational efficiency and ensuring tenant satisfaction while maintaining compliance with industry standards. Skilled in operations management, collections, customer service, and leadership.

Willing to Relocate: Anywhere

Professional Experience

Building Manager

GSA Government Contractor Green Clean — Silver Spring, MD

February 2024 – Present

Manage leased, owned, and delegated buildings, addressing operational issues to ensure timely service delivery.

Oversee construction, alterations, and repairs to minimize disruption to tenant agencies.

Proficient in PBS, LMT, GREX, and RETA for building operations management.

Cultivate strong relationships with tenant agencies and clients, addressing their needs effectively.

Leverage tenant satisfaction surveys, service call logs, and other data to improve service performance.

Manage indoor/outdoor facilities, parking structures, and building utilities to maintain functionality.

Advise tenants on GSA policies related to project administration and budget processes.

Collaborate with stakeholders on space planning and negotiate with contractors for project execution.

Property Manager

Vie Management — Hyattsville, MD

August 2020 – February 2024

Oversaw operations of a 910-bed luxury apartment community, ensuring compliance with financial and operational guidelines.

Supervised a 29-member team across leasing, maintenance, security, and housekeeping.

Conducted quarterly building inspections to uphold physical and operational standards.

Delivered exceptional resident satisfaction by addressing concerns and providing solutions.

Managed budget and financial reporting, maintaining adherence to financial targets.

Account Manager

Vie Management — Hyattsville, MD

June 2018 – December 2020

Reduced delinquency to 1.4% over six months through efficient account management strategies.

Maintained daily bookkeeping tasks, including financial reporting and invoice processing.

Established payment arrangements with residents and administered credit reconciliations.

Developed strong vendor relationships and approved property-related invoices.

Implemented policies to improve resident communication and satisfaction.

Collections Manager

ABC Imaging — Alexandria, VA

September 2016 – June 2018

Managed a team of 5 specialists, overseeing monthly collections of $5.5M.

Monitored account balances and determined next steps in the collections process.

Improved collection processes through analysis and litigation recommendations.

Provided excellent customer service to address and resolve collection issues effectively.

Collection Recovery Specialist

American Collections Enterprise Inc — Alexandria, VA

December 2014 – September 2016

Negotiated payment arrangements for delinquent accounts, ensuring customer satisfaction.

Documented all consumer interactions and maintained accurate account records.

Processed payments and invoices while adhering to company policies and procedures.

Certifications

Insider Threat Awareness and Reporting Training

COOP Awareness

GSA IT Security and Privacy Awareness Training

Education

Central Connecticut State University — New Britain, CT

1995 – 1997

East Hartford High School — East Hartford, CT

Key Skills

Operations Management: Skilled in managing building operations, facility maintenance, and project execution.

Tenant Relations: Expertise in fostering positive relationships and addressing tenant concerns to ensure satisfaction.

Financial Management: Strong background in budgeting, financial reporting, delinquency reduction, and resource allocation.

Leadership & Team Management: Proven ability to lead diverse teams, provide training, and ensure operational success.

Certifications & Compliance:

oInsider Threat Awareness and Reporting Training

oCOOP Awareness

oGSA IT Security and Privacy Awareness Training

Crisis Management: Adept at handling high-pressure situations and providing effective solutions.

Technical Proficiency: Advanced knowledge of PBS, LMT, GREX, RETA, and other building management systems.

Customer Service: Demonstrated excellence in client communication, problem resolution, and service delivery.

Construction & Space Planning: Experienced in managing construction projects, advising tenants, and strategizing future space requirements.

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