Prepared lease paperwork and obtained signatures and first payments from new residents.
Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues.
Led property tours to showcase amenities to prospective tenants and offered valuable information regarding major features.
Contacted and followed up with tenants on renewal notices.
Conducted background checks on applicants.
Encouraged prospective tenants to fill out applications after property tours.
Detailed application requirements and answered questions from prospective tenants.
Maintained accurate records of correspondence with and from tenants.
Promoted property to businesses in local area through marketing collateral, phone calls and email messages.
Maintained high customer approval rating through dynamic service, exemplary support and interpersonal communication.
Escalated critical issues to property manager to deliver immediate resolution.
Implemented online advertising and other marketing initiatives to generate interest from individuals and businesses.
Marketed property to prospective tenants by giving tours and pointing out key features.
Tracked leads using CRM software and followed up with interested parties.
Received rent payments and tracked transactions in accounting software.
Checked rental eligibility by following company's verification process.
Coordinated maintenance and repair requests and contacted contractors for bid proposals.
Experienced in various types of properties including new construction, luxury apartments, condominiums and over-55 communities.
Created and maintained newsletter to keep residents aware of upcoming events and activities.
Childcare Provider, 01/2002 - 01/2004 The Boar's Head – Charlottesville, VA,
Sanitized high-touch surfaces, including toys and tables to maintain clean, safe environment.
Prepared meals, snacks and refreshments while accounting for dietary needs and restrictions.
Assisted children in development of social, communication and problem-solving skills.
Used techniques such as positive reinforcement and behavior modeling to instill discipline in children.
Secured indoor and outdoor premises to protect children.
Organized and planned age-appropriate reading, crafts and music lessons.
Balanced schedules to promote optimal rest, play and educational periods.
Discussed developments, behavior and concerns with parents or guardians.
Tidied up, washed hands and assisted children in bathroom.
Recorded behavior, food and medication dispensing information.
Developed and implemented age-appropriate lesson plans.
Completed daily paperwork for agencies such as Child Protection Services and Resource and Referral Centers.
Maintained safe, healthy and comfortable childcare environment.
Supervised circle time, free play, outside play and learning and developmental activities.
Collections Specialist, 05/2000 - 01/2002 Autozone, Inc. – Ponce, PR,
Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
Processed payments over phone and set up recurring drafts.
Received payment and posted to appropriate customer accounts.
Arranged for debt repayment and established repayment schedule based on customer finances.
Recorded and updated customer personal accounts with accurate contact information.
Met demands of busy collections group by performing high volume of daily calls.
Reviewed accounts to determine payment plan compliance.
Located and monitored overdue accounts using billing system to begin collections process.
Recorded information about customers' financial status and collections status efforts.
Call Center Agent, 09/1998 - 03/2001 Hilltop Holdings – Fort Collins, CO,
Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Managed high-volume of inbound and outbound customer calls.
Explained key information regarding products and services to customers to encourage informed decision-making.
Reviewed files, records and other obtained documents to respond to customer requests.
Maintained strong call control and quickly worked through scripts to address problems.
Assessed customer account information to determine current issues and potential solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Documented customer inquiries and feedback, including service delivery suggestions in company database.
Corrected issues by giving agents targeted and highly constructive feedback.
Education and Training
GED: , Expected in 08/2006 - Department of Education - Marietta, GA, GPA:
Accomplishments
Averted a potential riot by effectively handling a confrontational situation with other corrections team members.
Completed extensive crisis prevention and intervention training programs.
Recognized as Employee of the Month for outstanding performance and team contributions (Circuit City, 2005)
Consistently maintained high customer satisfaction ratings.
Exceeded sales goals by an average of 20% (Blue Ocean, 2000)
Certifications
Security G License
CPR & First Aid
SOCE Certified Correctional Officer
Skills
Leadership skills
Cheerful and energetic
Interpersonal and written communication
Excellent communication skills
First aid certificate
Non-violent intervention
Occupational hazards and safety precautions
Behavioral disorders familiarity
Background checks
Issue escalation
Application processing
Sales and marketing aptitude
Recruitment and marketing techniques
Orientating and training
Product and service knowledge
Closing and contract negotiations
Training and development
Customer relations
Microsoft Office expertise
Administration
Inspections
Officer training
Job assignments
Body searches
Counseling techniques
Records maintenance
Security procedures
Summary
Dedicated and hardworking professional with abundant experience in law enforcement, management, and customer service. Skilled in team leadership, training and development, as well as development and implementation of programs and protocols. Offering to work both independently and as collaborative member of team to improve processes and meet organizational goals. Forward-thinker with proven history of leadership, planning and problem solving. Adept collaboration with all coworkers and employees to accomplish demanding objectives, motivate staff and organize resources.
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