Customer Service Property Management

CHRISTINA SMITH

**************.***@*****.*** 443-***-**** Federalsburg, MD 21632

Summary

Outgoing and hardworking professional accustomed to working with residents to address needs and maintain properties. Skilled business manager with proven skills in operational and team leadership. Detailed oriented offering administrative and financial analysis expertise paired with excellent communication and time management skills.

Skills

Business management

Excellent phone & communication skills

Contractual negotiations

Customer service oriented

Licensed Real-estate agent State of MD

Notary Public of Caroline Co

Sales experienced

Scheduling, dispatching and coordination management proficiency.

Word processing, database management, excels, presentation software, payroll, QuickBooks and POS experienced

Experience

Property Manager/Licensed Real-Estate Sales Agent

Wye Property Management LLC/Brenton Realty Group LLC - Denton, MD 10/2019 - Current

Prepared and notarized legal documents such as deeds, mortgages, contracts, affidavits, and powers of attorney.

Performed other duties assigned by superiors related to Notary work.

Generated leads through networking activities, cold calling prospects, referrals. Developed marketing plans to Promoted sales through advertising, newspapers, websites, open houses and Multiple Listing Services.

Assisted clients in obtaining financing options such as mortgages or loans.

Coordinated with appraisers, title companies, lenders, home inspectors and other third parties to ensure a successful closing process.

Maintained accurate records of all transactions from start to finish using specialized software programs.

Managed day-to-day activities involving tenants, subcontractors and property management.

Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria. Negotiated leases, rental agreements, and other contractual documents related to property management activities. Met with prospective tenants to show property and assess applications or sign leases.

Met with clients to negotiate management and service contracts. Established policies regarding tenant relations and enforcement of rules and regulations within the properties. calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.

Inspected properties regularly to identify deficiencies and schedule repairs. Managed all maintenance requests from tenants in a timely manner. Coordinated with vendors for the procurement of services such as repairs, renovations, landscaping.

Monitored market trends to ensure competitive pricing structures for units under management.

Collected monthly assessments, rental fees, deposits and payments. Issued non-payment notices to delinquent tenants in accordance with lease, processed evictions, when necessary, in accordance with state laws and procedures.

Maintained records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken.

Coordinated with maintenance and contractors to promote timely turnovers after move-outs.

Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.

General Manager of Operations Habitat for Humanity, Habitat Choptank - Trappe, MD 05/2011 - 04/2019

In just shy of 8 years with Habitat Choptank the Restore outgrew the original location by 2014. I was tasked with not only organizing and overseeing relocating but in addition played a huge role in the buildout of that new location. ReStore continued to consistently see sales and donations increase annually. Once again, we needed more square footage, I chaired the planning and development committee to allow for the expansion project. The store was in operation while construction of this project was well underway in 2019 when Covid forced a shutdown.

Developed and implemented operational policies and procedures to improve efficiency. Provided strategic direction to staff members in order to maximize productivity.

Reviewed reports on operational performance metrics and identified areas of improvement. Established quality assurance processes to ensure customer satisfaction.

Recruited, hired, including orientation and onboarding activities. Developed and implicated training programs for new employees to enable training of new staff members in according to organizational standards.

Supervised daily operations of the retail store, including the scheduling of staff, volunteer and donations.

Ensured all safety protocols were always followed by staff members.

Donor and volunteer procurement, payroll, inventory management, and purchasing.

Procurement of Donor and Volunteer services.

Handled cash register transactions accurately while providing excellent customer service. Resolved customer complaints in a timely manner to maintain positive relationships with customers.

Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.

Maintained awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring local competitors.

Created marketing plans, informational & interactive workshops and hosted special events.

Established weekly and monthly goals for sales staff to achieve desired results. Monitored store performance metrics, including sales, profitability and customer service ratings.

Conducted regular meetings with department heads to review progress against goals and objectives. Assessed employee performance and provided feedback regarding areas of strength or improvement opportunities

Service Manager Texas Roadhouse - Pasadena, MD 12/1999 - 10/2008

Developed and maintained positive working relationships with staff, customers, and vendors.

Monitored store operations to ensure compliance with company policies and procedures. Enforced company policies, answered coworkers' questions and trained new personnel.

Delegated tasks to multiple employees while maintaining efficient workplace.

Investigated customer complaints regarding merchandise quality or availability promptly.

Helped employees accomplish tasks during peak periods.

Resolved conflicts between staff members in a professional manner.

Inspected work areas regularly for cleanliness and organization standards.

Prepared detailed incident reports following any incidents that occurred during shifts.

Ensured completion of all opening and closing duties.

Managed the scheduling of staff shifts to always ensure adequate coverage.

Analyzed sales reports for trends to identify areas for improvement or growth opportunities.

Maintained inventory levels by monitoring stock, placing all daily and/or weekly orders as needed.

Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.

Taught staff upselling techniques to meet revenue targets.

Processed weekly payroll information using appropriate software applications.

Organized special events such as holiday sales or promotional campaigns.

Education and Training

Chesapeake College Wye Mills, MD 03/2021

Real Estate

Chesapeake High School Pasadena, MD 06/1993

General Studies

Activities and Honors

Former director of Cheerleading organization Anne Arundel Co, MD

Former board member A.A.Y.C

Current volunteer Caroline Co youth cheerleading

Certifications

Notary Public Caroline County MD

State of Maryland Licensed Real Estate / Sales agent

CPR, Coach and first aid Certifications

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