Courtney R. Mercer
Columbus,GA
Summary
Dedicated Community Manager with proven expertise in tenant relations and crisis management, ensuring high resident satisfaction and effective conflict resolution.
Overview
12
12
years of professional experience
Work History
Community Manager
The Michaels Organization
Fort Benning, GA
05.2019 - Current
- Managed tenant relations to enhance satisfaction and streamlined maintenance requests for improved service.
- Supported onboarding of new staff on community operations and resident engagement best practices.
- Utilized communication, negotiation, and problem-solving skills to resolve neighborhood disputes effectively.
- Led crisis management efforts to address community concerns promptly.
- Coordinated multiple projects simultaneously to ensure timely completion and maintain progress to meet deadlines.
- Collected rent and other resident payments while maintaining detailed records for on-time accounts and delinquent accounts.
- Reviewed current property conditions and recommended improvements based on detailed evaluations.
- Analyzed user feedback and identified areas of improvement.
- Observed social media interactions to provide timely feedback and support. Provided constructive feedback.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Updated resident accounts with latest personal information and recent payments.
- Planned, scheduled and coordinated general maintenance or repairs for residents.
- Managed day-to-day activities involving tenants, subcontractors and property management.
Assistant Community Manager
The Michaels Organization
Fort Benning, GA
12.2017 - 05.2019
- Assisted in managing resident relations and resolving community issues.
- Coordinated property inspections and maintenance requests for timely resolutions.
- Maintained accurate resident records and lease files using property management software.
- Collaborated with vendors to ensure quality service and maintenance of properties.
- Trained new staff on policies, procedures, and customer service practices.
- Collected residents' monthly rent payments, recorded transaction details, and submitted bank deposits promptly to ensure availability of operating funds.
- Provided administrative support to the Community Manager as needed.
- Processed applications from prospective tenants in a timely manner.
- Used communication, negotiation and problem-solving skills to settle neighborhood disputes.
Resident Specialist
The Michales Organization
Fort Benning, GA
02.2015 - 12.2017
- Managed resident inquiries and provided timely assistance for daily needs.
- Facilitated communication between residents and management, fostering community engagement and addressing resident concerns.
- Developed and maintained positive relationships with residents and their families.
- Conducted regular inspections to ensure a safe and comfortable living environment.
- Collaborated with staff to address resident concerns and resolve issues promptly.
- Maintained accurate records of resident-related documents, ensuring compliance and facilitating smooth administrative processes.
- Responded quickly to emergency situations involving safety or health hazards.
- Enforced rules concerning noise levels after hours or other violations of regulations.
- Resolved tenant disputes professionally, promoting a harmonious living environment while adhering to company policies.
- Maintained detailed logs to ensure accurate record-keeping.
Education
High School Diploma -
Northside High School
Columbus, GA05-2005
Skills
- Property management
- Resident relations
- Rent collection
- Crisis response
- Property assessment
- Dispute resolution
- Issue resolution
- Employee training
- Client relations
- Communication effectiveness
- Teamwork
- Listening skills
Accomplishments
- 2019 IREM ARM of the Year for Georgia
Timeline
Community Manager
The Michaels Organization
05.2019 - Current
Assistant Community Manager
The Michaels Organization
12.2017 - 05.2019
Resident Specialist
The Michales Organization
02.2015 - 12.2017
High School Diploma -
Northside High School