Customer Service Manager

Objective: To obtain a position in which over sixteen years cumulative experience as a district property manager, property manager and regional manager can be utilized. Particular areas of strength are in overall management, staff development, property development and retention, marketing, sales and customer service.

Career Contributions:

• Meet or Exceed Net Operating Income (NOI)

• Proven ability to manage and oversee A+ property’s and to increase value through curb appeal, maintenance and occupancy

• Proven ability to meet and exceed resident satisfaction through customer service and atmosphere ensuring maximum retention

• Proven ability to build a strong team through cross training, mentoring, and encouraging excellence

Software Proficiency: Yardi, Rentroll, AMSI, MRI, RDP, Onsite, Microsoft Office 2007, Microsoft Explorer

Summary of Qualifications:

Management

• Manage A+ Property’s

• Oversee all aspects of property management

• Experience as district manager

• Supervise, hire and train all staff employees

o Team building and cross training of staff

o Sales and customer service development and techniques training

o Development of performance excellence

o Continually create and revise procedures for maximum workflow efficiency

• Create and maintain budgetary goals and objectives

• Oversee management of various capital projects

• Responsible for property value increases through curb appeal, marketing and occupancy

• Work directly with corporate and individual owners to ensure their overall satisfaction of entire property management aspects are obtained

• Oversee all facility and property maintenance

• Perform all inspections of individual units/ buildings and property grounds

• Spreadsheet development and maintenance for both onsite and corporate reports (weekly, monthly and quarterly).

• Develop graphs and reports for property trends and cost/budget analysis

• Oversee all property renovations and planning

o Preparation of bid packages

o Work and negotiate directly with contractors for overall savings results

o Work with local planning and development offices to ensure compliance

o Oversee all on-site personnel

o Ensure that contracted performances and deadlines are being met

• Maintain high occupancy rates and retention

• Oversee all payroll, accounts receivable and accounts payable

Marketing/ Sales

• Manage and oversee all aspects of marketing and sales

o Demographic studies and strategies to enhance maximum results for advertising and promotion of property (study of marketing trends, leasing rates/trends, customer trends and needs)

o Creation of marketing strategies using the internet, traditional marketing (local advertising) for property promotion

• High promotion of property value with competition comparisons

Customer Service

• Oversee all aspects of customer service to include excellence in interactions of all property staff members with the public, current and prospective tenants

• Generate high sales and retention volumes through personal interactions with customers through good communicational rapport

• Provide any and all public notices to tenants to ensure their awareness of any activities or changes that may affect their personal units or the property as a whole

• Promote and maintain high level of resident satisfaction

• Maintain atmosphere control

• Respond promptly to any and all tenant issues to ensure their customer service needs are met (complaints, maintenance issues, rules violations, etc.)

Professional Experience:

Director of Services – April 2012 – Present

Beachwalker Rentals, Kiawah, SC

Oversee Housekeeping/Maintenance Department

178 high-end vacation homes

Supervise/Coordinate staff of 30-50

Regional in Training - August 2011 – April 2012

Intermark Management Beaufort -Bluffton, SC

Oversee both properties

Bay South Apartments 132 units – Full Rehab

Bluffton House Apartments 244 units – Tax Credit

Property Manager - July 2010 – August 2011

Asprey At Lake Brandon - Brandon, FL

Sentinel Real Estate

B+ community 324 units

Maintained 94% occupancy, 55% renewal ratio, and 2% over NOI.

Property Manager/District Manager – May 2008 – June 2010

Greystar Management – Tampa, FL

B+ community 378 units

Property Manager – July 2005 – May 2008

Deerwood Village Apartments – Ocala, FL

Tarragon Management

A+ community 348 units Lease-up

Property Manager – May 1999 – July 2005

Carrington Place Apartments / Madison Condominiums – Mount Pleasant, SC

A+ community 224 units Lease-up through Stabilization

Additional Information: Certified by the American Hotel and Lodging Association.

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