Cleo Paul
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Property Manager
Wilhoit Properties, Inc
08.2021 - Current
- Support the daily operations of property management by performing administrative tasks, organizing property viewings and handling resident relations
- Also responsible for inspecting property conditions and coordinating maintenance work
- Report to the property regional manager and perform administrative and organizational duties such as liaising with residents, collecting rent, doing basic bookkeeping, organizing property viewings and overseeing facility maintenance
- And evaluating applicants and negotiating contracts.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Coordinated with legal counsel to resolve tenant disputes.
- Maintained sufficient number of units market-ready for lease.
- Kept properties in compliance with local, state and federal regulations.
- Collected and maintained careful records of rental payments and payment dates.
- Communicated effectively with owners, residents, and on-site associates.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Monitored and tracked payments and expenses, providing timely and accurate financial reports.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Generated leads for sales and rental properties through cold calls and referrals.
- Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
- Planned special events such as lotteries, dedications and project tours.
Sales and Leasing Consultant
The Lund Company
01.2019 - 08.2021
- Maintain property rentals by advertising and filling vacancies, negotiating and enforcing leases, and maintaining and securing premises
- Establish rental rate by surveying local rental rates and calculating overhead costs, depreciation, taxes, and profit goals
- Attract tenants by advertising vacancies, obtaining referrals from current tenants, explaining advantages of location and services, and showing units
- Contracts with tenants by negotiating leases and collecting security deposit
- Collecting rents, paying bills, forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective action
- Maintain property by investigating and resolving tenant complaints, enforcing rules of occupancy, inspecting vacant units and completing repairs, planning renovations, contracting with landscaping and snow removal services
- Maintain building systems by contracting for maintenance services and supervising repairs
- Securing property by contracting with security patrol service, installing and maintaining security devices, established and enforced precautionary policies and procedures, and responding to emergencies
- Enforce occupancy policies and procedures by confronting violators
- Prepared reports by collecting, analyzing, and summarizing data and trends
- Accomplished organization goals by accepting ownership.
- Maintained strong and well-managed online presence to successfully market community.
- Built and maintained strong relationships with potential residents and families to encourage and support move into community.
- Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
Customer Service Representative
U-Haul
05.2018 - 12.2019
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
Weight Watchers Health Solutions
10.2016 - 05.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Created and maintained detailed database to develop promotional sales.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Customer Service Representative
UPS
10.2015 - 10.2016
- Coordinated the support for all leave of absence cases and workers' compensation claims
- Effectively coordinated all cases/claims to include general administration, comprehensive case management and program compliance with the Family and Medical Leave Act and all related employment laws.
- Collaborated with managers to identify and address employee relations issues.
- Improved office efficiency by effectively managing internal communications and correspondence.
Education
GED - General Studies
Adult Basic Education
Kansas City, MO2004
Skills
- Loan Processing
- Business Administration
- Property Management
- Staff Management
- Maintenance Scheduling
- Tenant Relations
- Database Management
- Customer Service-Focused
- Property Tours and Inspections
- Apartment Maintenance
- Knowledge of Building Codes
- Administrative Support
- Payment Collection
Timeline
Property Manager
Wilhoit Properties, Inc
08.2021 - Current
Sales and Leasing Consultant
The Lund Company
01.2019 - 08.2021
Customer Service Representative
U-Haul
05.2018 - 12.2019
Customer Service Representative
Weight Watchers Health Solutions
10.2016 - 05.2018
Customer Service Representative
UPS
10.2015 - 10.2016
GED - General Studies
Adult Basic Education
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