BETHANY REMPEL
Vista,CA
Summary
Skilled professional experienced in overseeing operational aspects, tenant relations, office management and maintenance coordination. Successful at balancing tenants rights with business considerations to achieve professional outcomes. Excellent interpersonal, communication and leadership abilities. Focused on satisfying residents and maintaining high occupancy rates. Reports any major issues to direct supervisors and takes initiative in finding workable solutions. Outgoing and hardworking professional accustomed to working with residents to address needs. Experienced Customer Service Representative brings 6+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
6
6
years of professional experience
Work History
Customer Care Representative
Liberty Military Housing
Oceanside, United States
03.2021 - Current
- Helped customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and disputes.
- Addressed customer complaints and mitigated dissatisfaction by creating timely and on-point solutions.
- Resolved concerns with services and experiences to help with satisfaction.
- Created tasks to support coworkers in order to organize and improve office efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to supervisor.
- Achieved specific team objectives and collection activity.
- Delivered exceptional customer service on resident calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Monitored accounts for compliance with established payment plans.
- Researched accounts and completed due diligence to resolve collection problems.
- Trained new team members on scripts, company services and collection strategies.
- Discussed options with delinquent accounts in terms of proposed solutions.
Property Manager
Absolute Storage Management
Lawrence, KS
11.2018 - 11.2020
- Reviewed and interpreted vendor contracts to effectively enforce all requirements
- Prepared detailed budgets and reports on financial conditions of University Storage property
- Oversaw daily operations, maintenance and administration of various properties
- Coordinated 3 major remodeling projects between 2019 and 2020
- Reviewed all leases to guarantee proper level of service for tenants
- Managed all day-to-day activities involving tenants, subcontractors and property management
- Recommended clarifications and changes in program policies to director of property management
- Developed and managed highly skilled on-site staff through effective recruitment, training and motivation
- Coordinated maintenance and repair requests with vendors and contacted contractors for bid proposals
- Taught, promoted and enforced safe work practices among on-site staff
- Monitored common areas for cleanliness and safety
- Created staff schedules in response to community needs
- Implemented business strategies to maximize tenant satisfaction and reduce vacancies
- Coordinated general maintenance and repairs to keep facilities operational and attractive
- Inspected property every day, took pictures and wrote reports regarding findings for submission to Regional Manager
- Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends
- Maintained accurate and updated websites and printed materials
- Developed strong, professional relationships with Apartments and Realtors and residents by initiating collaboration and delivering exemplary service and engagement
- Contacted tenants to collect overdue rent or to discuss other important issues
- Monitored and documented all income, including delinquencies
- Fully abstracted all leases and entered all pertinent information into Doorswap management system
- Managed day-to-day operations for 326-units on the property with 300 occupants
- Created and updated marketing materials for department programs and properties
- Solicited and analyzed bids for repairs, renovation and general maintenance
- Answered calls and responded to inquiries from various parties, using strong active listening and open-ended questioning skills to resolve problems
- Conducted inventories of and delivered building supplies
- Prepared and submitted monthly tenant visit logs in timely manner
- Inspected properties regularly to identify deficiencies and schedule repairs
- Regularly updated asset management staff regarding leasing and property status
- Compiled and conveyed all operational and financial data to regional manager
- Collected and maintained careful records of rental payments
- Updated tenant and unit information to keep current in housing database
- Notified property manager when change in existing tenants circumstances might affect continued eligibility
- Disbursed petty cash to engineering staff and property personnel
- Fostered good working relationships with owners, residents and board members
- Managed overall tenant relations, including promoting tenant satisfaction and streamlining services delivery
- Maintained tenant relations with regular tenant visits and phone calls
- Worked with Property Owners and Regional Manager to identify, develop and achieve community goals and objectives
- Achieved highest possible net operating income by implementing cost control and revenue improvement programs
- Contacted and followed up with tenants on renewal notices
- Showed tenants around properties, highlighting features and redirecting concerns to capture interest
- Increased occupancy from 63% to 94% through Marketing and Move In Discounts
- Maintained accurate records of all correspondence with and from tenants
- Monitored all infrastructure and building expenses and reviewed and approved invoices
- Collected monthly assessments, rental fees, deposits and late payments
- Directed sales and marketing plans to maximize rental income and increase occupancy rates
- Managed routine maintenance and emergency response services provided by contractors and vendors
- Handled resident complaints and expedited all maintenance requests
- Maintained excellent customer relationships by adhering to "Core Values"
- Developed and implemented strategic plan for property management.
Jewelry Lead
Kohls Corp
Lenexa, KS
01.2018 - 11.2018
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations
- Collaborated with internal personnel and clientele to improve store operations and address concerns quickly
- Collaborated with all company departments to ensure cohesive branding and strategic product placement
- Mentored employees and instructed on management of complicated sales, complex issues and difficult customers
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy
- Streamlined operations and improved employee focus and productivity by prioritizing tasks prior to start of each shift
- Responded to customer inquiries and delivered appropriate information after carefully researching issues
- Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies
- Worked one-on-one with employees to motivate while delivering constructive criticism in busy, retail environment
- Supervised successful, well-supplied and highly organized establishment thanks to consistent oversight and regular cleanliness inspections.
OMNI, Kohls Corp
Lawrence, KS
10.2016 - 01.2018
- Updated seasonal displays such as windows and mannequins to highlight current product lines
- Used RF scanner to pick items from bins and complete orders
- Picked products from designated locations using various tools and transferred to appropriate areas for further processing
- Stacked, organized and palletized packages for efficient storage and movement
- Packaged items with appropriate materials to prevent damage during shipping
- Read orders to obtain item numbers and located merchandise in bins or on shelves
- Printed accurate labels and applied to boxes, crates and containers prior to shipment
- Kept work areas clean, neat and organized for optimal productivity and worker safety
- Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
Cashier/Courtesy Clerk
Hy-Vee Inc
Lawrence, KS
09.2015 - 10.2016
- Welcomed customers, offering assistance to help find necessary store items
- Helped customer locate and select appropriate merchandise throughout store
- Scanned items quickly to keep lines moving and reduce overall wait time
- Resolved issues with cash registers, card scanners and printers
- Helped customers find specific products, answered questions and offered product advice
- Operated cash register, collected payments and provided accurate change
- Unboxed new merchandise and added to shelves in accordance with planograms and stock rotation policies
- Kept check-out areas clean, organized, and well-stocked to maintain attractive store
- Processed customer payments quickly and returned exact change and receipts
- Assisted with purchases, locating items and signing up for rewards programs
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness
- Learned roles of other departments to provide coverage and keep store operational.
Education
Johnson County Community College
High School Diploma - undefined
Lawrence High School
05.2016
Skills
- Commercial property
- Knowledge of leasing and market conditions
- Sales and marketing
- Skilled multi-tasker
- Microsoft Office
- Organization
- Relationship building
- Customer service
- Team building
- Problem resolution
- Data management
- Courteous with Strong Service Mindset
- Workload Planning
- Responding to Difficult Customers
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Inbound and Outbound Calling
- Online Systems
- Correcting Discrepancies
Languages
English
Native or Bilingual
Timeline
Customer Care Representative
Liberty Military Housing
03.2021 - Current
Property Manager
Absolute Storage Management
11.2018 - 11.2020
Jewelry Lead
Kohls Corp
01.2018 - 11.2018
OMNI, Kohls Corp
10.2016 - 01.2018
Cashier/Courtesy Clerk
Hy-Vee Inc
09.2015 - 10.2016
Johnson County Community College
High School Diploma - undefined
Lawrence High School
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