Summary
Overview
Work History
Education
Skills
Timeline
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Jessalyn Champignon

Property Manager
Endeavor,PA

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.
  • Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Effectively drives revenue with skilled promotional and problem-solving abilities.
  • Proactive working at home with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.
  • Proven track record of bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
  • Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate systems. Effective at operating within regulations and department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
  • Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

11
11
years of professional experience

Work History

Site Manager Office Administrator

NDC Asset Management
Pittsburgh, PA
12.2020 - Current
  • Supervised and managed daily scheduling, tasking and administration.
  • Make independent decisions based on policies and past precedents, seeking guidance when necessary
  • Process, via computer, all customers requests
  • Spot opportunities to provide solutions
  • Provides high level, quality service, closely aligned with property owners, to enable profit growth
  • Administered operations to handle needs of more than 200 tenants across 140 property units.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Managed and properly accounted for petty cash issued to facilitate general office activities.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Organized and updated databases, records and other information resources.
  • Identified opportunities to streamline processes and improve office operations and efficiency.
  • Utilize multiple (sometimes complex) systems, programs, and monitors in order to research information
  • Oversaw employee attendance record, handled payroll, and ordered new materials for sites.
  • Oversaw all daily office operations and equipment maintenance.
  • Maintained records and logs of work performed and materials and equipment used.
  • Created weekly and monthly reports and presentations for management team.
  • Inspected cleanliness of units, common areas and offices.
  • Coordinated site investigations, documented issues, and escalated to executive teams.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Property Manager

Arbors Management
Pittsburgh, PA
10.2018 - 11.2020
  • Provided primary customer support to internal and external customers.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Maintained sufficient number of units market-ready for lease.
  • Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
  • Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • 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.
  • Introduced prospective tenants to types of units available and performed tours of premises.
  • Maintained original leases and renewal documents in digital and hardcopy format for property management office.
  • Developed and implemented marketing strategies to increase occupancy rates.
  • Coordinated with legal counsel to resolve tenant disputes.
  • Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
  • Communicated effectively with owners, residents, and on-site associates.
  • Collected and maintained careful records of rental payments and payment dates.
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports.
  • Developed annual operating budgets and forecasts, as well as sales and marketing plans.
  • Completed annual rent calculations using housing database software.
  • Delivered emergency 24-hour on-call service for tenants on building issues.
  • Conducted regular inspections of both interior and exterior of properties for damage.
  • Kept properties in compliance with local, state and federal regulations.
  • Implemented and enforced policies and procedures to maintain properties to highest standards.
  • Maximized rental income while minimizing expenses through effective planning and control.
  • Introduced and monitored effective lease renewal programs to maintain high occupancy rates.

Call Center Customer Service Specialist

Thorlabs
Newton , NJ
12.2012 - 07.2018
  • Assisted customers with quoting and ordering custom product requests, and arranging merchandise shipping.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times in tech support call center and remotely in virtual home office.
  • Recommended products to customers, thoroughly explaining details.
  • Provided information regarding charge accounts and loyalty programs.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Managed high levels of call flow and responded to all custom order inquires
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Researched product and issue resolution tactics to address customer concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Educated customers on company systems, form completion, and access to services.
  • Responded to customer calls and emails to answer questions about products and services.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Processed repair and warranty documentation for customers.
  • Approved and terminated customer contracts upon request.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Addressed customer account discrepancies and concerns.
  • Improved daily operations, vendor relationships, contractor communication and employee remote access by streamlining processes.
  • Recommended products to customers and suggested other options if preferred product was unavailable.
  • Maintained and managed customer files and databases.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Collaborated with shipping team to track shipments, verify orders and handle product returns.
  • Boosted customer service satisfaction ratings through consistent quality control.

Education

Associate of Arts - Social Work

Sussex County Community College
Newton, NJ
04.2007

Skills

  • Inbound and Outbound Phone Call Management
  • Microsoft Office
  • Property Marketing and Promotion
  • Maintenance Knowledge
  • Rental Pricing Strategies
  • Financial Management
  • Bid Proposals
  • Closing Procedures
  • Complaint resolution
  • Strategic sales knowledge
  • Training development aptitude
  • Creative problem solving
  • Proven ability to work independently
  • Professional telephone demeanor
  • Technical Support
  • Strong communication skills
  • Administrative and Office Management
  • Multi-line phone talent
  • Independent inbox handling and monitoring
  • Independently motivated
  • Order Fulfillment
  • Data Entry
  • Payment Processing
  • Rent Collection
  • Billing Adjustments and Refunds
  • Financial Budgeting and Reporting
  • Maintenance Requests Handling
  • Crisis Intervention Techniques
  • Tenant and Eviction Laws
  • Revenue Collection Report Preparation
  • Document and Records Management
  • Policy and Procedure Adherence
  • Online Systems
  • Eligibility Determinations
  • Revenue Generation
  • Records Preparation
  • Appointment Scheduling
  • Performance Monitoring
  • Call Documentation Skills
  • Office Supplies and Inventory
  • Accurate Recordkeeping
  • Data Gathering
  • Account Management
  • Market Data Collection
  • Verbal and Written Communication
  • Affordable Housing Programs Knowledge
  • Collections Procedures
  • Invoice Processing
  • Lease Agreement Preparation
  • Conflict Mediation Abilities
  • Call Center Operations
  • Accounts Payable and Accounts Receivable
  • Customer Support
  • System Documentation
  • Database Management
  • Cloud Applications
  • Contact Management Systems
  • Administrative and Office Support
  • Tenant Background Checks
  • Complex Problem-Solving
  • Fair Housing Mandates
  • Professional Relationships
  • Sales and Marketing

Timeline

Site Manager Office Administrator

NDC Asset Management
12.2020 - Current

Property Manager

Arbors Management
10.2018 - 11.2020

Call Center Customer Service Specialist

Thorlabs
12.2012 - 07.2018

Associate of Arts - Social Work

Sussex County Community College

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Jessalyn ChampignonProperty Manager