Jordan Wheeler
Portland,United States
Summary
Experienced customer support professional with strong phone and in-person communication skills. Diplomatic, patient, and professional with extensive experience turning escalated situations into happy customers. Strong multi-tasking and detail oriented project manager. Comfortable leading a team, directing efforts for client satisfaction and trainings. Innovative Relationship Manager focused on developing strategic business opportunities by delivering exemplary service to each client's individual needs. Respected professional with exceptional knowledge regarding risk management.
Overview
12
12
years of professional experience
Work History
Residential Relationship Manager Supervisor
Bluestone and Hockley Real Estate Services
01.2017 - 08.2023
- Customer Service: Tenant Advocate focused on delivering the very best service with a sense of urgency, kind mannerism, and a helpful attitude
- Internal and external customer service guru with the authority to answer resident/client/vendor/on-site questions
- Resolved resident complaints, approved standard maintenance requests, directed on-site staff.
- Management: Managed a maintenance team so repairs and apartment turn overs could be completed quickly and efficiently, assisted the owner in staying within a budget by calling contractors for quotes, enforced lease rules, scheduled vendors, and performed inspections
- Ensured that deadlines were met with excellence and attention to detail.
- Accounting: Completed move-out settlements, requested invoices from vendors, mailed out all resident bill-back items.
- The RRM position was a well trained, high-functioning and efficient generalist, focused on front-end communication and resident customer service.
On-Site Property Manager
Bluestone Real Estate Services
02.2012 - 01.2017
- Customer Service: Provided friendly and knowledgeable assistance to ensure client satisfaction resulting in vacancy rates dropping from 18.18% to 1.81%; Answered and directed incoming calls and emails, provided courteous and professional responses to each client's questions and researched for more information as needed, or referred to the specialist that can best assist
- Data entry of all incoming and outgoing calls and the issues that were called about to assure follow up occurs to ensure that issues were addressed.
- Management: Oversaw a team of maintenance professionals to ensure timely completion of construction projects; Managed property and assisted with property budget by locating more affordable vendor options, strictly enforced contract policy, and protected property assets by performing inspection; Coordinated with outside vendors and contractors to manage improvement projects.
- Sales/Marketing: Marketed residential properties through B2B network management and through co-event management with non-profit organizations and community centers; Wrote advertising copy, performed market surveys/research and competitor analysis to improve sales efficacy.
Education
Bachelor of Science - German Studies, International/Global Studies
Southern Oregon University
Ashland01.2010
High School Diploma -
West Linn High School
West Linn, OR01.2004
Skills
- Apartments
- Investment Properties
- Real Estate
- Tenant
- Landlords
- Leases
- Rentals
- Property Management
- Professional Phone Skills
- Customer Service
- Customer Advocacy
- Client Relationships
- Client Engagement
- Goal Setting
- Know Your Customer
- Recruitment and hiring
- Issue Resolution
- Process Development
- Decision-Making
- Customer Relationships
- Relationship Management
- Time Management
- In-Depth Research
- Employee Training Oversight
Honors Awards
- Rising Star of the Year - Bluestone and Hockley Real Estate Services, 12/2012, Rewarded Rising Star of the Year for excellence in apartment management, leasing, and resident retention.
- Construction Management - Bluestone and Hockley Real Estate Services, 12/2012, Awarded for excellence in project and construction management for upgrades and upkeep of residential property.
- Canvasser of the Month - Renewal By Andersen, 06/2011, Rewarded for excellence and dedication while canvassing.
- ACE Award Nominee - Multi-Family NW, 05/2016, Nominated for On-Site Manager of the Year (1-99 Units)
Timeline
Residential Relationship Manager Supervisor
Bluestone and Hockley Real Estate Services
01.2017 - 08.2023
On-Site Property Manager
Bluestone Real Estate Services
02.2012 - 01.2017
Bachelor of Science - German Studies, International/Global Studies
Southern Oregon University
High School Diploma -
West Linn High School
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