Summary
Overview
Work History
Education
Skills
Achievementsandawards
Accomplishments
Timeline
Generic

EULA PENNERMAN

Boca Raton,FL

Summary

Experienced Customer Service Supervisor and Office Administrator. Over 30 years experience in customer service, office management, and employee training. Proven track record in team development, policy creation, and driving organizational growth. Skilled in troubleshooting, conflict management, multi-tasking, and fostering a positive work environment. Adapt at handling escalations, managing cross-functional teams, and implementing strategic initiatives. Team player.

Overview

29
29
years of professional experience

Work History

Supervisor, Affordable Housing

gosection8.com
01.2009 - Current
  • Managed Escalations: Effectively handled and resolved all escalating calls, ensuring prompt and satisfactory resolution
  • Recruitment & Training: Interviewed, hired and onboarded prospective candidates, developed and implemented training programs for new hires, administered ongoing refresher training
  • Department Formation: Established a department dedicated to the management of high volume community calls, which involved recruiting and training top talent for the team
  • Policy Development: Created and documented policies and procedures for the department to ensure consistency and efficiency
  • Community Engagement: Developed and implemented community giving initiatives and brokered memberships for community members

Administrative Liaison

BlueGreen Resort Management
01.1996 - 01.2009
  • Regional Liaison: Acted as liaison administrator between regional offices
  • Team Oversight: Trained and supervised collection staff, including analyzing and improving performance metrics
  • Account Management: Managed over 80,000 accounts; implemented collection procedures and consistently recovered past-due amounts
  • Reporting and Analysis: Managed maintenance verification, investigated and resolved questionable accounts, managed and tracked delinquent payments, report generation

Education

Secretarial Science - Clerical Management, Bookkeeping

Bahamas Institute of Commerce

Skills

  • Team Leadership & Development
  • Goal Setting & Performance Management
  • Recruitment & Training
  • Policy & Procedure Creation
  • Analytical & Troubleshooting
  • Conflict Resolution
  • Customer Service

Achievementsandawards


  • Employee of the Month / Employee of the Year, GoSection8.com / Affordable Housing
  • Gung-Ho Unity Award, GoSection8.com / Affordable Housing
  • Versatile Communication & Conflict Management Award, BlueGreen Institute

Accomplishments

  • Collaborated with team of 18 in the development of professional customer service department and sales. I have written policies and procedures and created incentives.

Timeline

Supervisor, Affordable Housing

gosection8.com
01.2009 - Current

Administrative Liaison

BlueGreen Resort Management
01.1996 - 01.2009

Secretarial Science - Clerical Management, Bookkeeping

Bahamas Institute of Commerce

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