Customer Service Manager

KimMarie Spriggs

**** ****** **., ******** , ** *0746

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

Cell 443-***-****

Home301-***-****

QUALIFICATIONS SUMMARY

Highly personable Licensed Life Producer, with over six years of experience in superior customer satisfaction, management and sales within the property management and real estate industry.

• Talent for identifying customer needs and presenting appropriate product, services and offerings.

• Demonstrated ability to gain customer trust and provide exceptional problem solving skills, leading to increased customer retention.

• Track record of assisting in the implementation new and improve marketing techniques to increase sales

• Expertise in resolving escalated customer service issues.

• Secured company achievement awards for delivery of exceptional customer service.

• Proficient with Yardi, Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®.

PROFESSIONAL EXPERIENCE

Collegiate Housing Services DeVry /Stratford University- Washington DC 10/10- Present

Director of Housing

Serve as Director of Housing for students that need housing that are attending two for profit universities in the Washington DC and Virginia area.

Hired to deliver excellent customer service to students, parents, vendors, communities and school officials. Serve as a property manager to students living in shared and independent housing. Conduct monthly inspections as well as move in and move inspections. Perform tours for interested students and respond to leads via phone and email. Help prospective students secure housing and conduct lease signing. Collaborate with school officials to enhance the student’s housing experience and organize monthly events to give them a social outlet. Maintain relationship with community employees and students to ensure that issues are taken care of quickly and efficiently. Prepare termination, student life and vacancy reports as well as monthly newsletters. Responsible for taking payments, funds posting via check scanner and sending all paperwork overnight to corporate office.

Sutton Walk/ Lenox Court/Cambridge Crossing – New Carrollton, Maryland 07/2007-10/2010

Assistant Property Manager

Serve as Assistant Property Manager for three communities consisting of 466 units located with in walking distance of the New Carrollton Metro station

Promoted to lead a team of 6 to ensure the delivery of daily quality service to all residents. Collaborate with Property Manager to create strategic plans to enhance customer satisfaction and resident retention. Provide employees with tools to maintain and increase service and sales levels to all residents. Work closely with team members to create a professional and productive environment.

Input rental payments

Make daily bank deposits using Tellerscan

Charge/credit resident accounts

Move in /out residents and process security deposits

Handle collections for all residents

Make sure all bills are submitted for payment

Investigate complaints

Inspect vacant and occupied apartments

Keep accurate tenant files

Take work orders from residents and ensure staff responds in a timely manner

Manage a staff of four in the absent of the property manager

Maintain good relationship with residents to ensure lease renewal

Answered leasing calls, emails and all other leads from prospective renters

Conducted tours for interested future residents

Maintained smooth operation for three properties consisting of 466 units

Seven Springs Village, College Park Maryland 11/2005-07/2007

Senior Leasing Consultant

Served as Senior Leasing to very popular resort styled gated community in College Park Maryland that house many resident that need safe and easy access to University of Maryland, NIH and onsite bus transportation that transport to the College Park Metro station.

Recruited to provide top-notch service to all customers. Provided excellent sales and marketing techniques to newly hired consultants to ensure their success with the company and property goals. Created and maintained a long waitlist in the summer of 2007 that afforded the remaining team member a smooth and easy lease up. Assisted Manager in creating and updating new procedures to bring in more income and qualified applicants.

Selected to coach and mentor new team members

Achieved 98% score on consumer shop report

Received customer service recognition for outstanding track record of positive customer feedback.

Answered leasing calls, emails and all other leads from prospective renters

Conducted tours for interested future residents

Leased apartment to individuals as well as corporate companies Achieved all leasing goals and exceeded company’s monthly expectations of new rentals

Use creativity to attract new residents

Researched accounts for mistakes/ delinquencies

Organized resident functions and activities to keep them involved in their community

Created and maintained the waiting list

Walked vacant units to ensure proper turnovers for new residents

Maintain good relationship with residents to ensure lease renewal

Maintained occupancy and smooth operation of 987 units of garden style and high/mid rise apartments

KimMarie Spriggs

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Professional Experience Continued

Meridian At Ballston Commons – Arlington , Virginia 08/2004-04/2005

Leasing Consultant

I served as a leasing consultant for this A class highrise located in the heart of Arlington. I leased to Government officials attending classes with the State department as well as short term housing companies that specialized in fully furnished corporate apartments. Investigated and resolved customer concerns in respect and care to ensure customer satisfaction. Assisted and provided coverage for concierge when needed.

Dramatically enhanced customer-satisfaction ratings by expediting all work order request

Answered phone, email and internet leads of prospective renters

Conducted tours for interested consumers

Achieved all leasing goals

Leased apartment to individuals as well as corporate companies

Worked with current residents to insure their satisfaction

Processed water bills for resident billing

Maintained smooth operation of the 435 unit building

EDUCATION AND TRAINING

Bladensburg High School, Bladenburg, Maryland High School Diploma

General Communications, Rockville Maryland Certificate in Office Management

Coldwell Banker Real Estate School Licenses Real Estate Sales Person/ Property Management, PLU University online classes in Successful Property Management

Fair Housing, Yardi Training, Ultimate Sales modules 1-3, Successful Collections, Resident Retention, Microsoft Office suite, Maryland State Licensed Life Insurance Agent and Successful Marketing

Honors and Awards

Customer Service Award for scoring 98% on secret shop report 2006/2007

Top Sales Consultant for Seven Springs Village from 2005-2007

Reference

Provided upon request

Contact this candidate