Brooke Lucas
Reynoldsburg,OH
Summary
Dynamic customer-focused professional with a proven track record in delivering exceptional support to end-users, resolving issues, and fostering a positive customer experience. Proficient in leveraging service desk tools and ticketing systems to efficiently track and prioritize incidents, ensuring timely and effective assistance. Proactive problem-solver who thrives in collaborative environments, dedicated to enhancing user satisfaction and streamlining support processes. Quick to adapt to new concepts and technologies, consistently striving for excellence in service delivery.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Property Manager
Vennpoint Communities
Reynoldsburg, OH
02.2025 - Current
- Managed tenant relations, addressing concerns and fostering community engagement.
- Developed and implemented maintenance schedules to optimize property upkeep.
- Analyzed market trends to inform strategic pricing and marketing initiatives.
- Streamlined operational processes, improving efficiency in service delivery across properties.
- Led budget planning efforts, ensuring financial targets were met while maintaining quality services.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Coordinated with legal counsel to resolve tenant disputes.
- Negotiated favorable contract terms with vendors, resulting in reduced operating expenses without compromising on service quality.
- Streamlined rent collection processes, significantly reducing late payments.
- Managed budget effectively, ensuring all property expenses were kept within allocated funds.
- Coordinated with legal counsel to handle eviction processes smoothly and professionally.
Community Director
Dietz Property Group
Gahanna, Ohio
07.2020 - 01.2025
- Collaborated closely with staff members from diverse departments in order to ensure effective implementation of projects related to community development objectives.
- Utilized social media platforms effectively to promote organization's mission and engage target audiences.
- Created, managed and maintained a comprehensive database of community contacts for outreach purposes.
- Guided team in achieving income and occupancy goals by offering superior sales skills, customer service and relationship management.
- Achieved rental rate increases and maintained resident retention rates, resulting in rental income growth.
- Followed up with residents to gather information on quality and satisfaction of service requests.
- Coordinated, scheduled and responded to maintenance team
- Analyzed market trends to inform strategic decisions on property improvements and amenities offerings.
- Conducted regular property inspections, maintaining a high standard of cleanliness and safety throughout the community.
- Implemented innovative marketing strategies to attract new residents and increase occupancy rates.
- Oversaw facilities maintenance and repairs to improve resident quality of life.
Server
Olive Garden
Reynoldsburg, Ohio
08.2013 - 05.2019
- Delivered exceptional customer service in high-volume dining environment.
- Trained new team members on menu items and service standards.
- Managed multiple tables efficiently while prioritizing guest satisfaction.
- Resolved customer concerns swiftly to maintain positive dining atmosphere.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
Server
Bob Evans
Blacklick, Ohio
09.2010 - 08.2013
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
Education
High School Diploma -
Licking Heights
Pataskala, Ohio05.2012
Skills
- Technical Proficiency:
- Operating Systems (Windows, macOS)
- Software applications (Microsoft Office Suite, email clients, Onesite, Active building, etc)
- Basic Command Prompt troubleshooting Skills
- Basic hardware troubleshooting Skills
- Customer Service Skills:
- Communication skills
- Active listening and empathy towards end-users' issues
- Patience and the ability to remain calm under pressure
- Ability to explain technical concepts in non-technical terms
- Problem-Solving Abilities:
- Analytical thinking and troubleshooting skills
- Ability to diagnose and resolve technical issues efficiently
- Resourcefulness in finding solutions and workarounds
- Adaptability and Learning Agility:
- Willingness to learn new technologies and adapt to changes in procedures
- Ability to quickly grasp new concepts and procedures
- Customer Satisfaction Focus:
- Commitment to delivering high-quality customer service and ensuring customer satisfaction
- Follow-up skills to ensure that issues are fully resolved and customers are satisfied with the resolution
- Documentation and Reporting:
- Accurate and thorough documentation of incidents and resolutions
- Payment collection
- Property inspections
- Lease renewals
- Tenant relations
- Eviction procedures
- Occupancy management
Certification
FAIR HOUSING
DE-ESCALATION & CONFLICT RESOLUTION
INTRO TO PROPERTY MANAGEMENT
CAA101
OSHA
HIPPA
LEADERSHIP & MANAGEMENT SKILLS
CRM
MICROSOFT OFFICE
Timeline
Property Manager
Vennpoint Communities
02.2025 - Current
Community Director
Dietz Property Group
07.2020 - 01.2025
Server
Olive Garden
08.2013 - 05.2019
Server
Bob Evans
09.2010 - 08.2013
High School Diploma -
Licking Heights