Jenah Gehlken

Oversee residential projects, which includes communicating with clients, programmers, and office and shop personnel to ensure projects are completed accurately and timely

• Create jobs for all residential accounts/projects
• Customer-friendly communication with clients to answer questions and gain approvals
• Update project status on Moraware and communicate such internally
• Submit purchase orders and track inventory
• Ensure vendor pricing and account details are accurate
• Download digital template files and information
• Adhere to deadlines by working with production and install teams
• Assist install coordinator with a proper hand-off on projects
• Submit invoicing to accounting
• Follow up on materials, deliveries, warranty information, and customer questions or concerns

• Monitor call volume and make necessary changes in staffing based on daily call volume, as well as maintain call answer rate goals and reviews abandonment rate.
• Assist representatives with call issues.
• Handle caller complaints when situation has been escalated.
• Identify operational issues and suggest possible improvements.
• Assist in coordinating coaching times with employees and coaches to ensure enough staffing for phone coverage.
• Coach representatives for behavior and call quality.
• Monitor individual and team performance.
• Review sales language and assist representatives with customer service language and other call procedures as needed.
• Create coaching material, as well as provide guidelines for mentoring and coaching.
• Provide regular reports of assessment to Call Center Director.
• Prepare performance, coaching and call evaluation reports for SRC Director.
• Created efficient work schedules for each team member to maintain deadlines and fully staff shifts
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows

• Hiring, training, coaching, and leading call center representatives as provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
• Leading team meetings, asking questions to better understand calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing replacements or refunds.
• Introduced higher standards for customer service and increased efficiency by streamlining operations
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
• Increased customer retention by developing and offering unique discount options while driving interest in new product lines

• Collect, record, and deposit incoming rents within 24 hours of collection.
• Notify residents of delinquent rent.
• Ensure that vacant apartments are ready to lease quickly, and market those units diligently until occupied.
• Process applications for move-in/transfer and forward to Compliance for approval.
• Provide outstanding customer service to residents, resolve complaints or issues in timely manner.
• Inspect and/or supervise work of outside vendors.
• Maintain & balance petty cash monthly.
• Supervise daily activities of maintenance and housekeeping staff, ensuring excellent curb appeal and property maintenance of property.
• Travel to, and participate in, both regional and home office training and/or conferences as required.
• Evaluated and recommended changes in rental pricing strategies to remain competitive in market
• Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes
• Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs
• Maintained original leases and renewal documents in digital and hardcopy format for property management office
• Prepared specifications, solicited bids and approved subcontracts for building services
• Handled tenant complaints promptly and appropriately, calling in repairmen and other support services as needed
• Handled disciplinary actions, performance appraisals and terminations of company staff
• Trained and motivated leasing staff during bi-monthly trainings
• Followed up on delinquent tenants and coordinated collection procedures
• Completed final move-out walk-throughs with tenants to identify any required repairs
• Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects
• Verified income, assets and expenses and completed file tracking sheet for each applicant
• Organized and participated in meetings to give residents opportunity to ask questions and provide forum for issues to be addressed
• Developed, reviewed and submitted property operating and capital budgets
• Maintained sufficient number of units market-ready at all times
• Communicated regularly with key on-and off-site tenant contacts to achieve satisfaction with facility and services

• Implements events and programs to enhance assisted living experience and improve resident quality of life.
• Evaluates programs to make sure quality of programs fits needs of all residents.
• Develops innovative seven day week activity program that is engaging for all residents.
• Responsible for leading and implementing one-on-one, small group and large group programming.
• Supports resident’s abilities by understanding that all aspects of care can be viewed as activity.
• Maintain department budget and schedule.