15+years of Sales and Customer Service Skills in various settings, including call centers Resident Manager Operations Executive with 8 years overall experience 12 years overall experience in the Sales and Communication Field' Managed a leading Resort in Minnesota Expert at executing work plans and operational excellence initiatives, while enhancing performance, improving quality, reducing costs, and generating sustainable staff Skilled at managing records and payroll Have lead teams of up to 15 employees and over 100 residents in an apartment complex
Customer Relationship Management Software (CRM)
Exceptional interpersonal communication
Excellent time management skills
Effective problem solver
Process improvement specialist
Effective workflow management
Adherence to high customer service standards
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
MS Office expert
Customer Service Representative06/2014
to Current New Partners
New Partners is a democratic calling center; however, works on different accounts Such as Marketing Concepts in care of Mack?s Prairie Wings Key Responsibilities: Assist with orders, complaints, accounts, billing, cancellations, sales, and other inquires Written documentation of troubleshooting steps and purpose of inquires Reporting errors and offering solutions that suit customers needs Listening and recognizing the customers complaints and satisfying each customer by the end of every call One-on-one interaction with a variety of personalities and navigating several computer databases simultaneously Capability of typing more than 80wpm and verifying all information Working under pressure to solve customer complaints in a timely manner and be resourceful Multitasking and organizational skills Internet savvy and navigational skills Inbound and Outbound calling daily Outstanding communication skills, written or verbal
Adhered to all confidentiality requirements at all times.
Working both independently and in a team environment.
Met all customer call guidelines including service levels, handle time and productivity.
Cross-trained and backed up other customer service managers.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Updated customer orders from start to finish in an accurate and timely manner.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintained accurate records of past due customer account activity.
Maintained up-to-date knowledge of product and service changes.
to 05/2012 Lucky Inn Motel
Lucky Inn is a small motel in Grand Forks, ND that housed 20+guests and 4-5 staff.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
to 10/2004 Bemidiji Management Inc Offers low income government subsidized housing and apartments including but not limited to a two complex 60 unit complex in Bemidji MN. Key Responsibilities
Investigated and resolved tenants inquiries and complaints in an empathetic manner. Investigated and resolved tenant inquiries and complaints in an empathetic manner. Adhered to all confidentiality requirements at all times.
Fully accountable for day to day property operations, overseeing 100+ residents
Conducting all business in accordance with government
restrictions, laws and procedures
Including Fair Housing Act, Americans with Disabilities Act, Fair Credit Reporting Act and all
other State and Federal laws
Attending monthly meetings with Property Owner
Actively maintaining accurate and up to date applications and financial records
Collection of rental payments and banking deposits and
daily submitting of all records
Cleaning and general upkeep of property
Investigating references and other information of potential
Developing spreadsheets to improve efficiency
Initializing and implementing policies and procedures to
maintain resident communications
Performing evictions, and landlord liens as required on
Constant vendor/contractor communications concerning billing, supplies and approving and submitting invoices
Welcoming and showing community to prospective new residents and completing appropriate paperwork
to 11/2002 Judd's Resort – Bena,
Implemented innovative programs to increase employee loyalty and reduce turnover.
Hired and trained 12 of 15 staff.
Fully responsible for day to day operations of 20-50+ guests and 10-15 staff
Complying with all procedures and standards as set by Owners
Ensure excellent communications between guests and staff
Ensuring health and safety standards are met Maintaining a high profile within the resort and having regular positive contact with guests throughout their stay
Monitoring expenditures and completing daily accounts
Welcoming and giving tours to guests
Arranging daily meetings with staff
Ensuring reservations are accurate and up to date
Answering phone calls and emails of prospective guests and
Ensuring and maintaining a clean and attractive environment for guests and staff
Reporting several times a day to owner
Managing and creating payroll and scheduling
Managing complains, questions and conflicts
among staff and guests
Associate of Applied Science: Psychology2010Northwest Community & Technical College-
East Grand Forks,
Accounting, as set, banking, billing, billings, Bookkeeping, communication skills, Credit, databases, documentation, Fluent in English, financial, government, Internet savvy, leadership, Listening, Managing, Marketing, meetings, works, Multitasking, organizational skills, payroll, policies, Reporting, safety, sales, scheduling, some Spanish, spreadsheets, Supervisor, Supervising, phone, troubleshooting, typing, Written