Customer Service Operations Manager

Location:

Normal, IL

Posted:

July 22, 2025

Contact this candidate

Resume:

Melissa S. Beller

Pontiac, IL *****

815-***-**** **********@*****.***

To Whom It May Concern,

I am writing to express my interest in any available positions within your organization that align with my skills and background. With over 15 years of experience in property management and office administration, I am seeking a new and rewarding opportunity where I can contribute my expertise in management, customer service, and operations. Throughout my career, I have consistently demonstrated strong leadership and organizational abilities. My experience spans managing residential and commercial properties, overseeing staff and contractors, handling accounting and leasing, and ensuring high tenant satisfaction. I am proficient in industry-standard software such as Yardi Voyager and Rent Manager and bring extensive knowledge in accounts receivable/payable, vendor coordination, and regulatory compliance.

My recent role as Assistant Operations Manager at MacLellan Integrated Services also allowed me to lead recruiting, onboarding, orientation classes and process improvement initiatives in a fast-paced environment—skills that are easily transferable to property and operations management.

I take pride in my communication skills, attention to detail, and ability to multitask efficiently. I maintain a clean driving record, a reliable vehicle, and full coverage insurance. I am confident that my positive attitude, adaptability, and commitment to excellence would make me a valuable asset to your team.

Please find my resume attached for your review. I welcome the opportunity to further discuss how my background and skills can benefit your organization. Thank you for your time and consideration.

Sincerely,

Melissa S. Beller

Objective

Accomplished management professional with over 15 years of hands-on experience in property and operations management, including newly acquired properties, distressed properties and project preparation for resale. Seeking a role where I can contribute value through strong skills in customer service, accounting, team leadership, and communication. Professional Experience

Scale Operator - Livingston Landfill — Pontiac, IL September 2023 – Present

● Operate weigh station scales for 225–300 trucks daily.

● Provide friendly and professional customer service to drivers and the public.

● Enter truck/trailer data into Trux software.

● Prepare and manage customer charge accounts.

Assistant Operations Manager - MacLellan Integrated Services @ Rivian — Normal, IL October 2021 – September 2023

● Led onboarding and recruitment for four departments: Paint, Industrial, Janitorial, and Water-Blasting.

● Customized hiring processes and increased employee retention by improving diversity and training.

● Managed payroll, PTO, department scheduling, and SimpleVMS temporary staffing.

● Oversaw off-site building expansion: handled bids, POs, and project tracking.

● Conducted inventory management, procurement, vendor coordination, and departmental organization.

● Maintained personnel files and ensured compliance with company HR policies.

● Provided guidance on employee benefits, job duties, and advancement opportunities.

● Acted as liaison between contractors, vendors, and clients for issue resolution. Senior Property Manager - RV Horizon — Bloomington, IL September 2017 – September 2021

● Managed operations of 2 mobile home communities with 525 sites, including maintenance, staff supervision, and training site for new employees.

● Oversaw daily operations for multiple residential properties, ensuring high standards of service, compliance, and profitability.

● Supervised and supported on-site property managers, leasing staff, and maintenance teams; conducted training, performance evaluations, and staff development.

● Created and managed annual operating budgets; analyzed financial reports, controlled expenses, and ensured consistent rent collections and NOI growth.

● Implemented leasing strategies to maintain high occupancy; collaborated on digital marketing, outreach, and resident retention initiatives.

● Acted as liaison for escalated resident concerns; resolved disputes and maintained strong tenant relations to boost satisfaction and retention.

● Managed preventative maintenance and capital improvement projects; ensured properties remained safe, clean, and visually appealing.

● Negotiated vendor contracts and monitored third-party service performance for compliance and cost efficiency.

● Ensured full regulatory compliance with Fair Housing laws, safety codes, and internal policies.

● Prepared and presented monthly and quarterly reports on occupancy, rent roll, maintenance, and budget performance to executive leadership. Assistant Property Manager - LaSalle County Housing Authority — Streator, IL January 2015 – August 2017

● Managed phone, in-person customer service for housing applicants and managed Wait List for income based housing and Section 8 voucher tenants.

● Conducted home inspections, influenced residents on housekeeping and small maintenance requirements.

● Processed maintenance work orders for 425 residents, including multi-units, high rise buildings and home rental sites.

● Collaborated with managers and maintenance staff for daily operations. Assistant District Property Manager - Leman Property Management — Central Illinois September 2012 – January 2015

● Handled leasing, applications, rent collection, renewals, and recertifications for Tax Credit, Section 8 and market rate renter.

● Directed day-to-day operations for multiple apartment communities, ensuring consistency in service delivery, policy compliance, and operational standards.

● Supervised and developed on-site staff, including property managers, leasing consultants, and maintenance teams; conducted regular team meetings, performance evaluations, and training.

● Created and managed annual property budgets; monitored income and expenses to ensure financial goals were met or exceeded.

● Led leasing strategies to maintain high occupancy levels, working closely with marketing teams on campaigns, online outreach, and community engagement initiatives.

● Acted as the primary escalation point for resident issues; improved tenant satisfaction and retention through prompt issue resolution and enhanced communication strategies.

● Managed capital improvement and maintenance projects; prioritized preventative maintenance to minimize long-term costs and ensure property quality.

● Oversaw vendor and contractor relationships; negotiated contracts, monitored work quality, and ensured adherence to budget and timelines.

● Ensured full compliance with federal, state, and local regulations, including Fair Housing standards and internal company policies.

● Produced monthly and quarterly reporting on property performance, financials, leasing trends, occupancy rates, and capital expenditures for executive leadership. Property Manager - Mobile Management — Pontiac, IL June 2004 – July 2012

● Oversaw 226 storage units and 135 manufactured homes (owned and leased).

● Managed rent collection, delinquencies, evictions, and foreclosures.

● Handled leasing processes, reporting, vendor bids, and maintenance.

● Ensured state compliance and corporate policy adherence.

● Facilitated sales and leasing of new/used company homes.

● Performed utility locates and supervised site improvements.

●

Key Responsibilities:

● Multi-Site Oversight: Directed the day-to-day operations of multiple apartment/mobile home communities across multiple counties ensuring consistency in service, compliance, and performance.

● Team Leadership: Supervised and trained on-site property managers, leasing consultants, and maintenance personnel; conducted regular team meetings, performance reviews, and development plans.

● Financial Management: Developed and managed annual budgets for each property; monitored monthly financials, controlled expenses, and ensured rent collection targets were met.

● Leasing & Marketing: Oversaw leasing strategies to maintain high occupancy rates; collaborated on property marketing campaigns, social media, and community events to attract qualified residents.

● Resident Relations: Served as an escalation point for resident concerns; ensured a high level of customer service and timely resolution of issues to boost tenant retention.

● Property Maintenance: Scheduled and approved capital improvements and maintenance projects; monitored work order systems to ensure prompt repairs and preventative maintenance.

● Vendor & Contract Management: Negotiated vendor contracts, monitored vendor performance, and ensured compliance with service agreements and budget guidelines.

● Compliance & Safety: Ensured adherence to local, state, and federal housing laws, including Fair Housing regulations, safety codes, and company policies and procedures.

● Reporting: Delivered detailed monthly and quarterly reports to regional executives, including occupancy metrics, financial summaries, leasing trends, and property performance.

Education

● Ashworth College — Business Management Certification, 2009

● Manufactured Home Community Management Certification, 2008

● Real Estate Course, 2006

● Ridgeview High School, Colfax, IL — Diploma

As Senior Property Manager overseeing multiple apartment communities, I was responsible for the strategic and operational leadership of several residential properties, ensuring maximum occupancy, profitability, and resident satisfaction. This role required a high level of organization, strong leadership skills, and a hands-on approach to staff management, budgeting, and tenant relations.

Key Responsibilities:

● Multi-Site Oversight: Directed the day-to-day operations of multiple apartment/mobile home communities, totaling 660 units across multiple counties ensuring consistency in service, compliance, and performance.