Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager
Charles  Stover

Charles Stover

Mount Juliet,TN

Summary

Dynamic leader with a proven track record at MainStreet Renewal, adept in operations management and staff training. Excelled in fostering team development and enhancing performance, achieving company goals through effective relationship building. Skilled in negotiation and quality assurance, consistently driving process improvement and cost control.

Overview

25
25
years of professional experience

Work History

Area Manager

MainStreet Renewal
08.2021 - Current
  • Oversee the customer service policy and procedures by managing the following: scheduling of in-house maintenance techs; the point of contact for asset/resident escalations, day-to-day resident inquiries, connecting with MTM residents, reputation management, etc
  • Reviewing urgency and details of open work orders brought to ensure residents and assets are promptly tended to
  • Assist managers and departmental partners with any escalated issues by researching, problem-solving and customer service skills
  • Maintain communication with HOA partners in the market, attend/schedule HOA hearings for violations, act as a liaison between resident and HOA partner, etc
  • Community management oversight which includes performing/managing routine inspections assess for potential violations, reporting, vendor management, builder management, etc
  • Attend evictions hearings, oversee occupancy checks, and schedule lockouts with attorney/sheriff’s office when necessary
  • Ensure all managers and employees are knowledgeable of and in compliance with company policies and procedures by sufficiently training all staff and by the use of corporate reporting and audits
  • Monitor property repair quality for initial, turnover and retail homes to ensure all homes are being held to company standards and are move-in ready by performing quality inspections by use of inspection reports, marketing photos, and details of repair scope
  • Manage self-showing locking devices for each asset which includes inventory tracking
  • Perform/schedule securing inspections following reports of potential scam/squatter issues of in-repair/marketed homes; the point of contact for any confirmed squatters and professionally explaining and executing on resolution; managing necessary repairs following gaining possession of the asset
  • Regularly review company Key Performance Indicators (KPIs) and coach for areas of opportunity. Additionally, responsible for NOI of the branch which is directly tied to KPIs
  • Responsible for employee training, disciplinary actions, and performance reviews while promoting a positive work environment
  • Lead/participate in group projects with fellow peers and team members to research and improve business operations
  • Comply and enforce all applicable health and safety rules and regulations, as well as applicable local, state, and federal laws by maintaining proficient knowledge of all applicable rules, laws, regulations, etc.
  • Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
  • Conducted training sessions to educate employees on best practices and procedures to increase profitability.

Renovation Superintendent

MainStreet Renewal
11.2017 - Current

The Renovation Superintendent is responsible for independently completing property inspections, property repairs, and preparing repair bids (based on MS Renewal standards and approved pricing) to facilitate the renovation process for MSR homes. The Renovation superintendent leads all aspects of the property repairs (including oversight of vendors/contractors completing the rehab work, timeline management of the repair project, ensuring quality work, and performing hands-on maintenance repairs for residents). The incumbent will have detailed functional knowledge and understanding of home inspections; the ability to identify home repairs necessary to bring the home to MS Renewal standards; as well as experience performing maintenance on occupied properties. The position reports directly to the branch construction manager.

  • Conduct Post Purchase, Move-out, and Turnover Inspections accurately and completely within allotted time frames identifying repair or replace items necessary. Ensuring the property meets MS Renewal standards and identifying and recommending those items where an upgrade in materials may be advantageous to the property investment as noted during the inspection process.
  • Develop a budget based on the inspection of identified items to bring the property to MS Renewal standards reflecting MS Renewal approved pricing.
  • Effectively and efficiently schedule and oversee all construction activities, including vendor relations.
  • Hold vendors and contractors accountable for quality, completeness, and timely work by inspecting the property regularly.
  • Make recommendations if/when to terminate contractors work on a job and chose another approved vendor if necessary.
  • Perform repairs on Plumbing, Electrical, HVAC, Drywall/Paint, rekeying, and light carpentry
  • Provide exceptional customer service to MS Renewal residents

Insurance Agent

Stover Insurance Agency
11.1999 - 06.2017
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
  • Maintained high standards of customer service by building relationships with clients.
  • Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
  • Cross-sold insurance products to existing clients to reach sales targets.
  • Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
  • Prepared and reviewed insurance applications to verify compliance with regulations.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
  • Expanded client base by actively prospecting for new business opportunities and generating referrals.
  • Worked closely with other team members to optimize sales strategies and achieve regional goals.
  • Developed comprehensive knowledge of various insurance products, enabling effective recommendations for clients'' unique situations.
  • Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
  • Determined client needs and financial situations by listening and scheduling fact-finding appointments.
  • Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
  • Streamlined administrative tasks, improving overall office efficiency and productivity.
  • Increased market share by identifying and targeting underserved demographics with tailored insurance products.
  • Conducted annual reviews of existing policies to update information.

Education

GED -

Doddridge County High School.
West Union, WV
04-1986

Skills

  • Staff Management
  • Operations Management
  • Relationship building and management
  • Team Development
  • Goals and performance
  • Performance Management
  • Operations
  • Staff Training and Development
  • Cross-Functional Collaboration
  • Staff Training
  • Controlling costs
  • Process Improvement
  • Quality Assurance
  • Employee Scheduling
  • Recruitment and hiring
  • Leadership skills
  • Team Leadership
  • Policies and Procedures
  • Negotiation

Timeline

Area Manager

MainStreet Renewal
08.2021 - Current

Renovation Superintendent

MainStreet Renewal
11.2017 - Current

Insurance Agent

Stover Insurance Agency
11.1999 - 06.2017

GED -

Doddridge County High School.
Charles Stover