Marjorie Anderson
Fayetteville,NC
Summary
Committed to ensuring customer satisfaction by providing exceptional service and support to meet a diverse group of active duty military members, retirees and their families.
Overview
24
24
years of professional experience
Work History
Personal Property Shipping Office Counselor
V2X Fort Liberty
05.2018 - Current
- Providing desk side customer service to a diverse group of military personnel, retirees and GS Employees en-route to Fort Liberty and leaving Fort Liberty
- Answer inquiries over the phone as well as email
- Assist customers at the front desk with inquiries who visit the office
- Schedule delivery of Household goods and Unaccompanied baggage with member as well as compiling the necessary paperwork
- Also, assist Personnel with release of shipments from storage as well as NTS shipments located in another area
- Perform the tracing of late shipments to elevate customer concern
- Monitors Personal Property email account as well as approving of shipments in the personal property que
- Document the reweighing of shipments as well as inputting any communication with the member in to the DPS system
- Address customers concern with being overweight by ensuring that a reweigh has been performed on member’s shipment and that the proper weight of pro gear is documented
- Communicate with other transportation offices in regards to any documents that is needed as well as any concern or issues with member's shipment
- Compute excess cost on shipments that are delivered out of our area and compute cost comparison of outbound shipments
- Also, collect money owed to DFAS in regards to excess cost
- Complete local, long deliveries and diversions of shipments
- Complete GBL corrections on shipments and storage extensions and forward to the government for approval
- Provides one-on-one assistance to military members, retirees and GS employees in the creation and completion of the shipment application process
- Participates and lead in Monthly Briefing to service members on their entitlements when relocating stateside, overseas, separating from the service as well as retiring
- Process applications of service members household goods that are leaving the area as well as routing/booking shipments
- Assist with compiling information on member’s shipments that needs to be forwarded to the pentagon for approval
- Assist with Processing Bluebark shipments.
- Resolved customer complaints with empathy, resulting in customer satisfaction. Maintaining professionalism under pressure while resolving disputes or conflicts.
Assistant Community Manager
Corvias
11.2007 - 11.2017
- 10 years of experience in managing units ranging from 500-677 units
- Ensuring that the unit available report is pulled and targeting the available ready homes to ensure that the units are spiffed and ready for potential prospects as well as focusing on what special is needed to ensure occupancy
- Performed accounting functions as it relates to each resident account
- Also, perform the management of delinquent accounts and implementation of collection procedures while focusing on minimizing delinquency
- Performed move ins and move outs as needed
- Management of wait list for Junior enlisted, Senior enlisted and Company grade officers
- Enter POs for office supplies as well as invoices for vendors
- Inputs work orders for residents
- Lead team members in training, coaching, compliance and customer complaint resolution
- Follow up and follow through on resident’s concerns through office visits, phone calls and resident surveys
- Inputs Purchase Orders for items needed for the Office and has experience with the scheduling of contractors to complete the turnover process
- Provided input and assisted in the creation of the budget
- Performed Team Review of the Monthly Operating Statement
- Ensure involvement in the planning of resident events
- Adhere to curb appeal plan to ensure residents are in compliance with Company policy
- Perform Move-ins/Move-outs as needed
- Work with Conservice (Third party utility billing company) in assisting residents with their billing, managing delinquency as well as completing utility assessments
- Also, work in collaboration with Conservice (Third party utility billing company) in the prebilling prior to the distribution of the utility bill to resident
- Assist with monitoring the Company’s Face book Page to respond to resident’s concerns/issues
- Worked with two other team members on a proposal project for short term leases
- Point of contact for Family Readiness Leaders
- Responsible for sending out Company’s marketing materials and monthly specials
- Responsible for the Review/Approval of payroll for staff
- Responsible for the creation of each staff member’s evaluation and the submittal for approval as well as having input on the percentage of increase/incentive for raises/bonuses.
Relocation Specialist
Picerne Military Housing
11.2004 - 11.2007
- Providing excellent customer service to incoming service members and their families
- Educating the families on the benefits of on-post housing living
- Assist service members and their families with their relocation needs
- Ensuring timely response to inquiring about on-post housing
- Responsible for attending deployment briefings and town hall meeting and conveying housing and relocation information
- Effectively communicate with other military installations and on post departments, including transportation office, ACS office and Off Post Housing department
- Experience with dealing with all levels of military rank and custom, from Junior Enlisted to Senior Grade Officer
- Responsible for coordinating the relocation of military families in the path of demolition/renovation to new construction homes on post in accordance with established guidelines.
Resident Service Specialist
Picerne Military Housing
07.2003 - 11.2004
- Applying strong customer service skills in property management
- Conducted daily reviews of the yardi computer program to update residency, vacancy and turnover information
- Assist in housing assignment activities and resident family relocations
- Process all move in packages, preparing and distributing new resident paperwork and gifts
- Assist in transitions of new families into neighborhoods and prepared all move-in paperwork in a timely manner
- Coordinate move-ins with new residents
- Perform move-in inspections with new residents and move-out inspections with departing residents
- Assist with turnover inspections
- Prepare work order/service requests as communicated by residents and dispatch to technicians
- Handle incoming telephone calls and traffic and route to proper personnel, as well as maintain a professional atmosphere in the neighborhood center.
Dispatcher
J&J Maintenance
06.2000 - 07.2003
- Answering multi-line telephone system
- Assist Fort Bragg residents with scheduling service appointments regarding their government quarters
- Prepare daily schedules for service order personnel and ensure service orders are scheduled based upon category of call (Emergency or Routine), as well as dispatch emergency work orders immediately to the appropriate service order personnel.
Education
Associates Degree in Applied Science - Accounting
Skills
- Knowledge of Windows, Microsoft Word and Excel
- Experience with Yardi and On-site software programs
- Committed to exceptional customer service
- Over 17 years experience with the military customs and lifestyle
- Certified as an Accredited Community Manager
- Volunteer as the leader of the Contact Team and assist with the integrating of new diverse people in to Antioch Bible Fellowship Ministries
- Skilled in intake interviewing
- Public speaking ability
- Active Listening
- Customer Service
- Problem-solving abilities
- Critical Thinking
Data Entry
References
- Barbara Ording-Kennedy, Property Manager, (910)674-0782
- Wilbert Blandon Jr., CEO Covenant Grace, (910)257-4310
- Jamie McGee, Veteran Services Officer, (910)774-6026
Timeline
Personal Property Shipping Office Counselor
V2X Fort Liberty
05.2018 - Current
Assistant Community Manager
Corvias
11.2007 - 11.2017
Relocation Specialist
Picerne Military Housing
11.2004 - 11.2007
Resident Service Specialist
Picerne Military Housing
07.2003 - 11.2004
Dispatcher
J&J Maintenance
06.2000 - 07.2003
Associates Degree in Applied Science - Accounting
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