Jessica VonHandorf
Marblehead,OH
Summary
Dynamic Property Manager with a proven track record at Johnson Family Trust, excelling in preventive maintenance and customer service. Skilled in budget management and conflict resolution, I foster strong relationships with tenants and owners, driving property value enhancements while ensuring compliance and operational efficiency. Adaptable leader committed to continuous improvement.
Overview
14
14
years of professional experience
Work History
Property Manager
Johnson Family Trust
Lakeside Marblehead, OH
04.2021 - Current
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
- Managed all maintenance requests from tenants in a timely manner.
- Coordinated with vendors for the procurement of services such as repairs, renovations, landscaping.
- Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties.
- Advised owners on potential improvements or investments that could increase the value of their properties.
- Exercised direct supervision over property staff.
- Built relationships with service vendors and submitted associated billing statements.
- Drafted and monitored budgets for overall maintenance and operations.
- Worked with on-site and remote service providers to support tenants requesting accommodations.
- Implemented cost-cutting measures where appropriate in order to reduce overhead costs without compromising quality standards.
- Oversaw and monitored preventative maintenance and energy management inspections and programs.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Oversaw daily operations, maintenance, and administration of various properties.
- Planned, scheduled and coordinated general maintenance or repairs for commercial or residential properties.
- Recommended clarifications and changes in program policies to director of property management.
- Met with committees to discuss and resolve legal and environmental issues.
Point of Contact/Customer Service Supervisor
FTD companies
San Diego, CA
01.2016 - 08.2018
- Led and managed call center staff to enhance performance in a fast-paced environment.
- Effectively handled customer calls, ensuring efficient resolution of inquiries and issues.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Thoroughly recorded, investigated, and addressed customer service issues..
- Developed comprehensive reports and communications targeting senior management and clients..
- Conducted performance reviews, coaching opportunities, and QA for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Met or exceeded service and quality standards every review period.
- Resolving operational issues
- Demonstrated expertise in leadership while supervising 50+ call center agents.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Evaluated employee job performance and motivated staff to improve productivity.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Implemented programs designed to increase employee engagement within the team.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Recruited qualified personnel when needed for open positions within the department.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
Accounting & Administrative Support
Hebron Admin, Inc
Hebron, KY
06.2011 - 06.2015
- Directed planning and execution of logistics and materials for board meetings, committee meetings, and staff events.
- Created detailed expense reports and requests for capital expenditures.
- Oversaw office supplies, vendor relations, organization, and maintenance.
- Reviewed applicant resumes to determine qualifications for available positions.
Arranged phone interviews and in-person greetings to facilitate effective candidate assessment. - Executed interviews with prospective candidates to determine suitability and competencies.
- Facilitated, scheduled, and optimized meeting and travel calendars, covering business and social occasions.
- Facilitated introductions between interview candidates and team members to foster connections.
Education
Associate of Arts - Business
Gateway Community College
Covington, KY 09-2008
Managing Cosmetology - Cosmetology
Ohio State School of Cosmetology
Westerville, OH06.2003
Advanced Business Systems/Design and Communication - Art, Design and Comunnication
Tolle’s Technical
Plain City, OH05.1998
High School Diploma -
Dublin Scioto High School
Dublin05.1998
Skills
- Microsoft Office
- Adaptable
- Preventive Maintenance
- Exceptional oral and written communication skills
- Administrative support
- Business administration
- Maintenance scheduling
- Maintenance
- Skilled multi-tasker
- Property accountability
- Customer service-focused
- Work order monitoring
- Valid [state name] driver's license
- Grounds maintenance
- Effective communication
- Conflict resolution
- Continuous improvement
- Teamwork
- Crisis management
- Creative and adaptable
- Oversee maintenance
- Schedule coordination
- Multitasking capacity
- Decision-making
- QuickBooks
- Organizational skills
- Planning skills
- Time management skills
- Creative problem-solving skills
Affiliations
- Wood Working
- Industrial Maintenance
Timeline
Property Manager
Johnson Family Trust
04.2021 - Current
Point of Contact/Customer Service Supervisor
FTD companies
01.2016 - 08.2018
Accounting & Administrative Support
Hebron Admin, Inc
06.2011 - 06.2015
Associate of Arts - Business
Gateway Community College
Managing Cosmetology - Cosmetology
Ohio State School of Cosmetology
Advanced Business Systems/Design and Communication - Art, Design and Comunnication
Tolle’s Technical
High School Diploma -
Dublin Scioto High School
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