Customer Service Property Manager

Beth Mbugua-Dixon, ARM

Rockville, MD ***** *******@*****.*** 301-***-**** linkedin.com/in/beth-mbugua-arm-04ba5674/

Community /Property Manager

Results-driven analytical manager with 14+ years in property management, community operations and customer service. Proven track record of success in preparation, oversight, and evaluation of annual budgets and reconciliation of operating expense and team management. Competent in preparing monthly financials and ownership reports, administering preventative maintenance programs, involving with new leases and renewals activities. Skilled in lease administration, marketing, resident relation, enforcing terms of rental agreements, and solving residents’ complaints. Excellent customer service and team building skills; able to meet and exceed goals. Proven expertise in:

Property & Community Operations

I possess extensive experience with various property management software, including Yardi, Entrata, Nexus Payables, and MRI Software.

Planning, Reporting, & Execution

Customer Satisfaction

Leasing /Marketing Process

Strong Office Administrative and organizational skills

Excellent Customer Service

Analyzing and solving any administrative or technical issues. Effective communicator when dealing with customers and the public.

Deposits & Rent Collection

Owner/Tenant Relationships

Issues Analysis & Resolution

Performance Evaluation

Knowledge of PC and MS Office suite: Word, Excel, Outlook, PowerPoint

Excellent team building and interpersonal skills. Possesses ability to meet and /or exceed goals when set as well as prioritize and meet tight deadlines.

PROFESSIONAL EXPERIENCE

Promark Partners –Rockville, Maryland

Community Manager, 2010 to Present

Manage overall community operations, including identifying issues, responding to residents and executing leases. Supervise financial reporting process for collection of revenue, preparation of month end reports, and execution of default proceedings.

Collaborate with clients to sustain and improve professional, cheerful, and helpful attitude. Formulate internal growth business plan to recognise and gain objectives. Identify and solve employee or client complaints through implementation of issues resolution practices. Create detailed reports and forward final updates to senior manager. Provide direct supervision to administrative, maintenance and vendors.

Key Contributions:

Achieved maximum resident retention and delivered impeccable service with 100% customer satisfaction.

Maintained 100% occupancy rate through creative marketing programs and resident retention incentives.

Improved employee performance by achieving KPIs and applying personal skills.

Cultivated solid relationships with supervisors for reports evaluation, lease assumptions rent collections, cash flow status, and unprecedented matters resolution.

Negotiated rental agreements, selected qualified residents, collected deposits and rents, enforced terms of rental agreements, and resolved residents’ complaints.

Additional experience as Seneca Ridge Neighbourhood Network Coordinator Assistant (2009 to 2010); Customer Service Associate/Clerk (2005 to 2010); Administrative Assistant/Community Assistant Manager Edgewood Management (2006 to 2008); Customer Service Associate and Assistant Manager within various organisations

QUALIFICATIONS - ARM Certification

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