Real Estate Customer Service

Nancy C Zielinski

Newark, Delaware ***** 609-***-****

**********@***.***

Accomplished professional with comprehensive experience providing exceptional customer service in every position held in my career running projects and programs. Management skills, highly motivated and driven to succeed in any position.

Knowledgeable and varied experience encompassing legal real estate matters, customer service, confidential executive administrative assistant, project, and program design along with the implementation thereof, creating policies and procedures for any variety of programs and knowledge of property management. Skilled in resolving complex title issues, immense understanding of all phases of the real estate process from start to finish. Committed to providing superior service through a positive outlook and leadership in a fast-paced, time - sensitive and confidential environment to accomplish business goals to the best of my ability.

Highlights of Expertise

Career Experience

Interfaith Community Development, 613 Washington Street, Wilmington, Delaware October 7, 2024 to current

I assist the Managers of the Real Estate department; go out to homes owned by the non- profit to review each home and write up the updates that are necessary to bring the home up to current standards. I produce the scopes to rehabilitate properties and send them to the list of contractors. Originally made a property list of contractors by services and continue to add to this list which involves telephone calls and follow up calls. Work with contractors of all different services that are necessary and notify the property managers to schedule entry into the occupied units to review the properties vs. the scope of work; so the contractors are then able to bid on the services necessary. Attend the weekly Real Estate Development meetings to discuss process. As a part- time employee perform whatever duties that are requested including producing excel spreadsheets, tenant letters, etc.

State of Delaware, Division of Revenue, 820 French Street, Wilmington, Delaware July 8, 2024 to July 2024

Hired by a recruiter to assist the Deputy Director of the Division of Revenue until his assistant returned. Currently I was asked to utilize Visio to provide a five-page Staff Flow Chart from scratch. I was given all confidential employee information including staff pay information, ethnicity and pay range information. This is a confidential document which I was trusted to complete on behalf of the Deputy Director and the Executive staff. I produced letters at his request. Currently there is not much to work due to the current non-income tax season. I also volunteered to assist with opening and delivering mail to those staff in our division and relieve the operator for break or lunch. Seeking a permanent position.

Morton, Valihura & Zerbato LLC, 3704 Kennette Pike, Greenville, Delaware (October 2021 through April 14, 2023)

Executive Administrative Assistant

Assistant to Senior Partner of the firm; utilizing Clio Grow to open new client matters, respond to billing issues and client questions, processing client billing in every billing cycle. Responsible to enter client information into Clio our legal time entry for both the Senior partner and me, E-Flex charges, and File & Serve charges, daily & monthly. Schedule appointments with clients on behalf of the Senior partner; maintain a wonderful working relationship with all the firm’s clients and office staff; assist with providing information from the clients to the Senior partner in order that he was able to address and manage all issues that arise. Intake for all potential clients’ whether for a consultation or retainer, assigned appointments with the appropriate attorneys in the firm. Maintained a confidential manner for every issue that arose. Changed billing rates when necessary and welcomed all work that was provided in addition to my regular duties.

Mary Higgins, LLC, 260 Chapman Road, Newark, Delaware (March 26, 2021 to September 2021)

Administrative Legal Assistant

General office duties included uploading documents into the computer, setting up a client in the CLIO system and entering the client information and uploading the documents into their folders. Use CLIO Grow to intake potential client information. Create paper files for the various client documents and notify the appropriate attorney that everything has been completed to be discussed with the client. Assigning in-house client numbers and maintaining the spreadsheet, also utilize the E-Flex system to notify the Courts of Entry of Appearances and Answers on behalf of the attorneys. Utilize LawPay to issue invoices to the clients on an as needed basis. Issued welcome letters, attained pertinent documentation from the clients that may be missing and follow up where necessary. Created procedures as required for each process that was to be followed. This was a part-time position, left to work full time.

Automotive Repair Specialist Inc., New Castle, Delaware (October 2020 to January 2021)

Customer Service Specialist

Processed calls from clients to assist with scheduling appointments and learning a new system to schedule appointments, maintaining a complaint log & reported weekly on that week’s business to the CFO. Front line meet & greet all customers & handled any daily emergency walk in repair requests with the General Manager. Assisted with various projects presented by the CFO & the HR Director. Very quick learner of new systems. Familiar with Quickbooks.

Milford Housing Development Corporation, Wilmington, Delaware (November 2019 to August 2020)

Housing Development Specialist

Assist the Vice President in all processes of multi-family housing development administration. Initiate energy efficiency upgrades for multi-family low to moderate income housing properties, coordinate workflow with outside companies to ensure bids are compliant with specifications for energy efficiency levels for appropriate rebates. Follow through with accounting staff for payment processing with proper documentation. Prepare financial information /spreadsheets to provide current property revenue, expenses, net operating income, hard debt service, cash flow, etc. by extracting information from audits, balance sheets and profit and loss statements to move forward with new housing development/partnerships. Travel on request to various properties to provide property management services where and when necessary. Assist with temporary relocation of current tenants during property rehabilitation.

Camden Lutheran Housing, Inc., Grant Street, Camden, New Jersey (May 2018 to August 2019) (Moved to Delaware)

Director of Housing Development

Adopt best practices and procedures to ensure adequate management of housing development and construction processes. Plan, execute, and control overall operations and provide direction on all matters relating to housing and community development programs. Provide functional support with accepting tenant rents, review of leases, property maintenance complaints, bank deposits, and transfer of security deposits into a database system. Supervise coordination of required material applications as necessary for project financing, municipal approvals, and plans that are prepared by outside engineers, architects, and consultants. Deliver active support to ensure construction compliance and on time contract payments. Guarantee smooth running functions by organizing tenant relocations and leading all project development activities. Competently deliver support with resolution of routine office rental issues, rental payments, and deposits.

Maintained proper checks and balances with engineers and architects’ performance as well as examined all phases of the design and construction drawings.

Took appropriate initiative to confirm adherence to fair housing law, rental applications, and leases.

New Jersey Housing & Mortgage Finance Agency, Trenton, New Jersey, (1996 to 2018 – Retired)

Compliance Officer-Vender Management, Executive Division, NJHMFA

Determined and evaluated risk potentials presented by agency vendors to confirm compliance with the agency’s lending programs. Led analysis to scrutinize vendor performance against federal and agency regulations and requirements. formulated a vendor management compliance plan within applicable divisions to ensure proper compliance and effectiveness. Planned site compliance audits as per requirements as well as introduced an interactive database for vendor management. Devised and implemented policies to ensure board members, executive, and management staff consistently adhere to defined rules and regulations.

Collated required data and provided mortgage information, analyzed closing disclosures and all documents necessary to purchase properties that followed CFPB guidelines for the Agency to bundle & sell mortgage loans.

Gained clarity with the CFPB (consumer financial protection bureau) for lending side of the agency, demonstrating that the agency was compliant with Federal government in all mortgage applications across all divisions. Traveled to out of State vendors to review records and processes that affected the Agency.

NJHMFA continued: Community Development Officer, Supervisor, Executive & Single Family Divisions

Provided excellent title review and successful clearance of title to acquire properties for housing development in the City of Camden that required extensive new housing and is known to have property title obstacles. Developed and implemented budgets in line with project specifications and retained project cash flow by adeptly dealing with all financial disbursements and funding requests while balancing all accounts to avoid inconsistencies. Wrote guidelines and defined procedures to provide mortgage loans and relocation services while maintaining a superior customer service attitude for all affected families by providing better housing. Program Manager of home improvement and life safety improvement programs. Approved all construction estimates and provided continued oversight through completion. Administered and supported staff members to the best of their ability to assure implementation of programs in accordance with guidelines.

Accountable for writing and presenting board actions to board members for consideration and approval to move economic development forward.

Manager to team for successful execution of projects to improve economic and affordable housing development.

Guaranteed fulfilment of project funding requirements under state and federal guidelines and completion of projects within specified timelines.

Additional Experience

Governor’s Transition Office Manager, Trenton, NJ

Deputy Director of Administration & Personnel Department Office of the Governor, Trenton, New Jersey

*Prior Work History includes Customer Service Supervisor and Administrative support for various businesses

Education & Credentials

Business Course of Study

HPB Regional HS, E. Rutherford, NJ

Professional Trainings

Negotiating Effectively, New York School of Industrial & Labor Relations

Community Economic Development Program of Study: Neighborhood Reinvestment Training Institute

Proficient in Microsoft Windows, Word, Excel, Power Point, Access Data Bases, Visio, LawPay, E-Flex System, and

CLIO Grow

References:

Valerie Weil: 215-***-**** ***********@*******.***

Joseph Robotin: 609-***-****

Lisa Calahan: 609-***-****

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