Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Key Accountabilities
Section name
Generic

MELISSA A. BELHASSEN

Lewisville,TX

Summary

Dynamic and resourceful Community Association Manager with over 4 years of community management experience and 12 years in sales and customer service. Recognized for leadership achievements and a proven ability to build trust with diverse residents while effectively resolving escalated issues to enhance resident retention. Expertise in organizing, prioritizing, and multitasking across leasing, maintenance, customer service, projects, and team development. Committed to operational excellence through training on policies, procedures, and systems while ensuring strict compliance. Fosters a collaborative workplace culture focused on clear goals and key performance indicators.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Community Association Manager

Secure Association Management
11.2024 - Current
  • Managed operations for 14 homeowner community associations, ensuring compliance with governing documents and policies.
  • Coordinated annual budgets, facilitating financial planning and resource allocation for community projects.
  • Led communication efforts between board members and residents, enhancing engagement and transparency.
  • Managed budgets for multiple communities, ensuring financial stability and proper allocation of funds.
  • Addressed and quickly resolved resident complaints with speedy and knowledgeable support.
  • Oversaw successful community improvement projects, such as landscaping upgrades and facility renovations.
  • Improved community satisfaction by efficiently addressing and resolving homeowner concerns and inquiries.
  • Negotiated contracts with vendors, securing high-quality services at competitive prices for the associations managed.
  • Collaborated with local government agencies to ensure compliance with municipal codes and regulations, avoiding potential fines or violations.
  • Kept properties in compliance with local, state, and federal regulations.
  • Responded to Common Area Maintenance (CAM) inquiries.

Community Manager

APARTMENT SERVICE MANAGEMENT CO.
04.2022 - 11.2024
  • Intelligent and resourceful Community Manager. Reported to the Regional Property Supervisor, supervise a staff of five and five – ten maintenance contractors/tradesmen, control annual budget of $612,000, collect rent/revenues of $220,000 per month, execute on marketing and advertising plans, resolve escalated property maintenance issues, recruit, hire, on-board & train staff, customer relations and neighbor issues, walk the entire property and building daily for proactive property/facilities management, and handle City of Euless, Code Compliance Team for code compliance issues. Renew multifamily dwelling complex license, fire inspection permits, swimming pool and spa license.
  • National Apartment Ratings Awards: 2022 Top Ranked in A+ Communities and 2023 Top Ranked in A+ Communities on ApartmentRatings.com.
  • Bandera Ranch Apartments Ratings/Reviews as of Oct. 2024: 84 reviews with an average 3.6 stars on Google Business Review website. ApartmentsRatings.com 207 reviews with an average of 4.3 stars. Apartments.com 14 reviews with an average of 4.0 stars. Rent.com: 3 reviews for an average of 3.0 stars.
  • Consistently attained an occupancy rate of 95-100% since promoted to Community Manager in 2022. Improved resident retention rate 3% to go from 95% to 98% in 2023. Held that in 2024.
  • Oversaw maintenance requests and vendor relationships, ensuring timely resolutions to enhance living conditions.
  • Conducted market research to identify trends, informing property marketing strategies and outreach initiatives.
  • Trained and mentored junior staff on customer service best practices, promoting a culture of excellence in resident relations.
  • Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction.
  • Conducted regular inspections to identify needed improvements and maintain highest standards.
  • Monitored community activities and maintained compliance with relevant laws, regulations and codes.
  • Handled all tenant logistics and leases and effectively scheduled appointments, showings, move-ins and move-outs.
  • Coordinated resident events, increasing participation through targeted communication and promotional efforts.
  • Monitored online conversations surrounding the brand to address any negative sentiment or misinformation proactively.
  • Collaborated with cross-functional teams, optimizing marketing initiatives that supported community growth.
  • Produced reports about community activities to keep owners, directors and property managers informed.
  • Worked with maintenance staff to complete timely repairs and enhancements.
  • Monitored community activities and maintained compliance with relevant laws, regulations and codes.
  • Conducted regular inspections of both interior and exterior of properties for damage.
  • Maximized rental income while minimizing expenses through effective planning and control.
  • Coordinated appointments to show marketed properties.
  • Responded to Common Area Maintenance (CAM) inquiries.
  • Provided exceptional customer service through prompt responses to inquiries from both existing members and prospective clients via email or social media platforms.
  • Collected and maintained careful records of rental payments and payment dates.

Assistant Community Manager

ASMC
01.2020 - 04.2022
  • Facilitated leasing and collection activities.
  • Coordinated resident engagement activities to foster community relationships and enhance overall satisfaction.
  • Collected rental payments from residents and kept meticulous records of delinquent accounts.
  • Assisted with property maintenance oversight, ensuring timely responses to resident requests and inquiries.
  • Developed and maintained positive relationships with vendors, facilitating seamless service delivery for community needs.
  • Managed administrative tasks including lease processing, renewals, and record-keeping for efficient operations.
  • Reduced delinquency by 5%.

Membership Coordinator

SAM'S CLUB
08.2016 - 12.2016
  • Membership Coordinator markets and sells memberships to businesses, universities, and organizations.
  • Met membership sales quotas more than 85% of the time vs. peers ~ 70% despite being in a rural area.
  • Coordinated membership enrollment processes, ensuring timely and accurate data entry.
  • Managed communication between members and store management, addressing inquiries and concerns promptly.
  • Increased new member sign-ups by designing compelling marketing materials and promoting membership benefits in various channels.
  • Provided exceptional customer service to both prospective and current members, resolving issues promptly and professionally.
  • Maintained membership database, ensuring that all information was current and accurate.
  • Enhanced event attendance through meticulous planning and promotion of engaging activities for members.
  • Collaborated with other departments to develop cross-functional initiatives that improved member engagement and loyalty.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.

Product Support Sales Rep

PALMETTO VIRTUAL ASSOCIATES
12.2015 - 08.2016
  • Provided support to over 50 customers per day of one of the leading federal income tax software companies via phone, video chat and screen sharing.
  • Researched to find the most appropriate answers for clients' questions and provided answers with web page references and further info.
  • Delivered exceptional customer service by addressing product inquiries and resolving issues efficiently.
  • Collaborated with sales teams to enhance product knowledge and improve client interactions.
  • Established strong relationships with clients, ensuring satisfaction through timely follow-ups and support.
  • Worked closely with cross-functional teams to provide comprehensive support throughout the entire sales process from prospecting to post-sale followup.
  • Maintained detailed records of client interactions, updating CRM systems for accurate tracking of sales activities.



Customer Service Rep/Sales Rep

ROBUST ENERGY SC, LLC
03.2013 - 03.2016
  • Promoted to Sales Rep after serving only four months as a Customer Service Rep in startup.
  • Met/exceeded monthly sales quotas more than 90% of time during tenure vs. peers at 70 – 72%.
  • Managed customer inquiries, providing accurate information and timely resolutions to enhance satisfaction.
  • Trained new team members on company policies and customer service protocols, fostering a collaborative environment.
  • Analyzed customer feedback to identify trends, recommending process improvements for enhanced service delivery.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.


Rural Carrier Associate

UNITED STATES POST OFFICE
11.2011 - 03.2013
  • Delivered mail, certified mail, packages, and USPS priority/next day on a regular rural route.
  • Managed time effectively to ensure timely delivery of services across designated routes.
  • Operated postal vehicles safely while adhering to traffic regulations and safety guidelines.
  • Demonstrated flexibility in adjusting schedules to accommodate unexpected staff shortages or increased workload demands.
  • Reduced the occurrence of misdelivered mail by diligently verifying addresses before each dropoff.
  • Sorted mail according to order of address appearance for easy access in field.
  • Signed and received mail with signature requirements upon delivery and loading.
  • Promoted a positive work environment, assisting fellow carriers with challenging routes when needed.
  • Handled cash transactions accurately for postage due payments, ensuring proper documentation and timely deposits.
  • Effectively communicated with local postmasters regarding any discrepancies or special requests encountered during daily deliveries.
  • Minimized package loss or damage by carefully handling fragile items during transportation and delivery stages.
  • Organized mail ahead of delivery runs for correct routing.
  • Conducted daily maintenance and safety checks on delivery vehicles, limiting service delays and disruptions.
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.

Customer Service Rep

PALMETTO VIRTUAL SERVICES LLC
08.2006 - 04.2011
  • Achieved “Gold Status” for five consecutive years and was rewarded with the privilege of selecting my schedule during entire tenure for achieving KPI scores in the top 5% of all Customer Service Reps.
  • Selected by management to serve on outbound call team for follow up calls to ensure all remaining issues were successfully resolved from customers' point of view.
  • Officially recognized by management with 15 Kudos Awards by Supervisors who listened in on my phone calls and graded my attitude, effort, performance, and compliance at 100%.
  • Provided exceptional customer support via phone, email, and chat channels.
  • Resolved customer inquiries efficiently, ensuring high satisfaction rates.
  • Coordinated with cross-functional teams to address complex customer issues effectively.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

High School Diploma -

Kickapoo High School
Springfield, MO
01.2004

Skills

  • Property Management
  • Solving Problems
  • Earning Great Reviews
  • Serving Culturally Diverse Residents
  • Multitasking/Follow Through & Follow Up
  • Managing Projects
  • Completing Projects on Time & Within Budget
  • Resolving Homeowner Issues
  • Communication Skills
  • Microsoft Windows OS 7, 10 & 11
  • Office 365
  • CRM Software
  • Service Contract Negotiation
  • Community Operations
  • Budget Planning
  • Vendor Relationship Development
  • Board Relations

Accomplishments

  • Earned a promotion from Assistant Manager to Community Manager thanks to outstanding performance, customer service, and reliability.
  • Received a very prestigious promotion to Membership Coordinator (there is only one per Sam's Club) to identify, market and sell memberships to businesses, universities, and organizations.
  • Achieved “Gold Status” for five consecutive years and was rewarded with the privilege of selecting my schedule during entire tenure for achieving KPI scores in the top 5% of all Customer Service Reps.
  • Selected by management to serve on outbound call team for follow up calls to ensure all remaining issues were successfully resolved from customers' point of view.
  • Officially recognized by management with 15 Kudos Awards by Supervisors who listened in on my phone calls and graded my attitude, effort, performance, and compliance at 100%.

Certification

  • Certified Apartment Manager (CAM), National Apartment Association (NAA), Arlington, TX April 2023, valid through April 2025, renews annually.
  • Fair Housing Training Certifications, Grace Hill, Irving, TX Aug. 2024
  • Emotional Intelligence Training I & II Certification, Grace Hill, Irving, TX Aug. 2024
  • Supervisors Sexual Harassment Prevention Training, Grace Hill, Irving, TX Aug. 2024
  • Active Shooter Awareness Training, Grace Hill, Irving, TX, Aug. 2024
  • Human Trafficking in Renting Housing, Grace Hill, Irving, TX, Aug. 2024
  • Leasing Supervision Training Series I, II, III & IV, Grace Hill, Irving, TX, Aug. 2024
  • Collections Training, Corporate Trainer, Apartment Management Co. Arlington TX (HQ), April 2022
  • OneSite Property Management System, RealPage.com, Feb. 2020
  • Knock CRM Software Training, RealPage.com & Corporate Trainer, April 2024
  • Property Management Training, Apartment Management Co., 90-days, Feb. 2020 - April 2020.
  • Held Texas Realtor's license from 2004 – 2005; license can be reactivated promptly once hired.

Timeline

Community Association Manager

Secure Association Management
11.2024 - Current

Community Manager

APARTMENT SERVICE MANAGEMENT CO.
04.2022 - 11.2024

Assistant Community Manager

ASMC
01.2020 - 04.2022

Membership Coordinator

SAM'S CLUB
08.2016 - 12.2016

Product Support Sales Rep

PALMETTO VIRTUAL ASSOCIATES
12.2015 - 08.2016

Customer Service Rep/Sales Rep

ROBUST ENERGY SC, LLC
03.2013 - 03.2016

Rural Carrier Associate

UNITED STATES POST OFFICE
11.2011 - 03.2013

Customer Service Rep

PALMETTO VIRTUAL SERVICES LLC
08.2006 - 04.2011

High School Diploma -

Kickapoo High School

Key Accountabilities

  • Handled a wide variety of administrative, customer service, sales, and marketing tasks to help employer realize B2B sales and marketing goals for new energy drink.
  • Visited local businesses with product, let them sample it and explained the financial benefits of carrying Robust Energy Drinks vs. competing products and signed up new accounts.
  • Managed incoming phone calls as a Virtual Customer Service Rep for a large telecommunications co. utilizing a Windows PC and telephone.

Section name

Completed two years of college courses towards a bachelor's degree at Southwest Baptist University, Bolivar MO; Brunswick Junior College, Brunswick GA; Trident Technical College, North Charleston SC; and The Leonard-Haws School of Real Estate in Arlington TX (2004).

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