OneSite
Laquisha Thursby
Office Manager/Customer Service Representative
Livingston,TX
Summary
I would like to progress and grow within a company, with long term stability. I am an efficient fast
learner, going above and beyond my work duties, and an effective articulate problem solver, seeking a challenging responsible position, in which I can utilize all my years of experience in customer service, people and communication skills. Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency, customer satisfaction.
Overview
21
21
years of professional experience
Work History
Office Manager
Thursby’s Auto & Recovery
04.2019 - Current
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Created, maintained and updated filing systems for paper and electronic documents.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Developed detailed plans based on broad guidance and direction.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Window Clerk
Harris County Tax Office
01.2015 - 04.2019
- Meet and greet customers with a smile and a friendly inviting atmosphere.
- Processed registration
renewals, issued temporary registration, license plates as well as replacement plate and stickers.
- Checked for accuracy and completeness of vehicle documents for new titles and registration applications.
- Processed permits and handicap applications and complete changes in vehicle registration.
- Maintained the office weekly inventory of license plates and form paper.
- Balance cash receipts with all daily business
transactions. - Recorded documents for public records, checked for correct remittance of fees, inputted information
from documents into computer. - Copied and fax documents, checked for accuracy and corrected errors, other duties as assigned.
- Very knowledgeable of TX DMV RTS program, titles, bonded titles, as well as
salvage titles. - Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Prepared and executed official documents in Clerk's absence to facilitate timely transactions and departmental functions.
- Tracked internal legal documents and verified submittal to Clerk's office for signature and execution to comply with predetermined guidelines.
- Produced high-quality communications for internal and external use.
- Interacted with customers by phone, email, or in-person to provide information.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Processed documents and materials to disseminate information to appropriate parties.
Apartment Leasing Consultant
JAW Equity Management
09.2011 - 12.2014
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Distributed and followed up on tenant renewal notices.
- Collected monthly rent payments and other fees, always properly recording, and processing money.
- Verified tenant incomes and other information before accepting lease applications.
- Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Collected rent and tracked resident payments and information in computer system.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Greeted clients, showed apartments, and prepared leases.
- Responded to requests and scheduled appointments for property showings.
- Distributed flyers to raise awareness of properties and attract more tenants.
- Registered clients on database to enable tracking history and maintain updated records.
- Wrote and submitted reports to highlight developments and statistics of occupied properties.
- Communicated effectively with owners, residents, and on-site associates.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
Substitute Teacher
Spring ISD
10.2008 - 08.2011
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Assigned, explained and graded homework.
- Enforced school and class rules to maintain order in classroom.
- Monitored student behavior and administered discipline as needed.
Customer Service Representative/Front End Cashier
Kohls Department Store
04.2003 - 05.2007
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained organized and orderly front end and removed carts, baskets, and debris.
- Operated register system to process new purchases, item returns, and merchandise exchanges.
- Helped customers complete purchases, locate items, and join reward programs.
- Approached every question or concern with calm and level-headed approach.
- Organized items on shelves to help customers locate products easily and quickly.
- Provided each customer with detailed receipts for proof of purchase and to avoid discrepancies.
- Worked cash register and processed credit card, check and cash transactions.
- Attended to customer needs, questions, and complaints.
- Processed refunds and exchanges in accordance with company policy.
- Used POS system to enter orders, process payments and issue receipts.
- Worked with floor team and managers to meet wide range of customer needs.
- Performed cash, card and check transactions to complete customer purchases.
Education
No Degree - Medical Assistant
Texas School of Business
Houston, TX04.2007
High School Diploma -
Westfield High School
Houston, TX06.2005
Skills
Basic Mathematics
Organizational Skills
Surveillance Techniques
Skip Tracing
Lease Oversight
Business Processes and Procedures
Property Tours and Inspections
Property Tours
Office Management
Rent Collection
Contract Review
Application Processing
Tenant Screening
Leasing and Sales
Telephone and Email Etiquette
Move-In Coordination
Instructional Strategies
Classroom Management
Positive Reinforcement
Classroom Organization
Behavior Management
Complex Problem-Solving
Database Entry
Cash Handling
Point of Sale Operation
Customer Satisfaction
Administrative Tasks
Cash Management
Filing Systems
Document Preparation
Software
Yardi
DMS
Salesforce
OneSite
OneSite
OneSite
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If one is lucky, a solitary fantasy can totally transform one million realities.
Maya Angelou
Timeline
Office Manager
Thursby’s Auto & Recovery
04.2019 - Current
Window Clerk
Harris County Tax Office
01.2015 - 04.2019
Apartment Leasing Consultant
JAW Equity Management
09.2011 - 12.2014
Substitute Teacher
Spring ISD
10.2008 - 08.2011
Customer Service Representative/Front End Cashier
Kohls Department Store
04.2003 - 05.2007
No Degree - Medical Assistant
Texas School of Business
High School Diploma -
Westfield High School