Theresa Dougherty
Acworth,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
40
40
years of professional experience
Work History
Customer Service Representative-Chat
The Home Depot U.S.A, Inc.
03.2020 - 09.2024
- Respond to customer requests in online chats from incoming queue, 3-6 chats at a time, in a timely manner
- Contact manufacturers when needed for missing parts or Service calls
- Handle cases, email and call customers with the solution
- Met goals of required metrics, response time, away time, chats per hour
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, order status and company information.
Assistant Property Manager
Havenbrook Homes
01.2018 - 08.2019
- Assist Property manager with all rental services.
- Handle all maintenance requests from residents, scheduling maintenance assistance, followup.
- Post all rent monies, followup with residents that are delinquent, collecting rent.
- Handle section 8 housing homes, giving required information required by the government per each county in Florida.
- Hire and schedule 3rd party vendors to maintain lawns and pool cleaning.
Leasing Consultant
Pinnacle Property Mgmt Svc
01.2002 - 11.2017
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Process prospect applications for credit/criminal background checks in Realpage/Onesite and Yardi Programs
- Maintain social media networks, post CraigsList advertisements
- Plan and coordinate resident functions, resident retention
- Assisted with property management tasks, ensuring timely completion of maintenance requests and rent collections.
- Enhanced property visibility by establishing partnerships with local businesses and community organizations.
- Generated leads for sales and rental properties through cold calls and referrals.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Maintained organized files on all current and past tenants, allowing for efficient retrieval of information when needed. Audit files
- Conducted thorough market research to stay informed of current trends and competitor offerings. Shop competitors
Leasing Consultant
Pinnacle Property Mgmt Svc
10.2006 - 10.2016
Property Manager
Picerne Development-Royal Palm Key Apartments
01.1999 - 09.2001
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Obtain quotes from outside vendors for capital work needed, confirm insurance and license certification
- Brought Property from an 88% occupancy to 95%
- Schedule vendors and maintenance staff to turn apartments to make ready for move in
- Resident retention with monthly resident functions
- Managed budgetary constraints to maximize profitability while maintaining high-quality living environments for residents.
- Assisted regional manager in opening of new properties out of state of Florida; hiring and training staff
- Coordinated with legal counsel to resolve tenant disputes.
- Oversaw lease agreements , ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Streamlined rent collection processes, reducing late payments and improving overall revenue generation.
Assistant Manager
Picerne Development Coral Key Apartments
01.1997 - 01.1999
- Collect rents from all residents, post monies, statements of deposits, generate 3-day notices
- Handle eviction process, communicate with lawyers, attend in court
- Attended legal seminars on regular basis, current knowledge of tenant/landlord law
- Cross trained on managers’ duties
- Manage leasing consultants, assist manager in interview and training process
- Property Inspections with manager
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Contract Administrator/Secretary
DataMax Computer Sales and Leasing
01.1994 - 01.1997
- Ensured timely execution of contracts by closely monitoring deadlines and coordinating efforts with internal teams for the purpose of purchasing/selling computers and parts
- Manage and train receptionist
- Monitored incoming contracts and service agreements for correct pricing and information.
- Expedited resolution of contractual disputes by serving as a liaison between parties and facilitating open communication channels.
- Maintained strict confidentiality of sensitive information while handling sensitive client contracts.
Front Desk/Medical Billing
Dermatology Consultants of South Florida
01.1985 - 01.1993
- Maintained current and accurate medical records for busy dermatology office of eight doctors.
- Obtained necessary insurance information, contact with insurance providers for verification, eligibility and claims issues
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Process claims to Medicare and other insurance companies, Medical coding and billing
- Ensured accurate data entry into electronic health record systems
- Enhanced patient satisfaction by efficiently managing front desk operations and addressing concerns promptly.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Education
Real Estate Sales Associate License - Real Estate
Gold Coast College
Tamarac, FL10.2005
Associate of Arts - Liberal Arts And Sciences
Broward Community College
Davie01.1992
High School Diploma -
Plantation High School
Plantation, FL01.1988
Skills
- Computer Proficiency, Microsoft Office, Excel, Word, 365
- Social media marketing, Facebook, Twitter, Craigslist
- Spanish Language knowledge
- Administrative Support
- Appointment Scheduling
- Data Entry, data collection
- Customer Relations, building rapport, complaint resolution
- Live chat support, call center experience
- Account Management, payment processing
- Staff education and training
References
Available upon request.
Languages
Spanish
Limited Working
Interests
- Outdoor Recreation, Kayaking
- Music
- Dancing
- Volunteering
- Growing herbs, vegetables, gardening
- Reading
- Learning new cooking techniques, enjoy cooking for family and friends
Timeline
Customer Service Representative-Chat
The Home Depot U.S.A, Inc.
03.2020 - 09.2024
Assistant Property Manager
Havenbrook Homes
01.2018 - 08.2019
Leasing Consultant
Pinnacle Property Mgmt Svc
10.2006 - 10.2016
Leasing Consultant
Pinnacle Property Mgmt Svc
01.2002 - 11.2017
Property Manager
Picerne Development-Royal Palm Key Apartments
01.1999 - 09.2001
Assistant Manager
Picerne Development Coral Key Apartments
01.1997 - 01.1999
Contract Administrator/Secretary
DataMax Computer Sales and Leasing
01.1994 - 01.1997
Front Desk/Medical Billing
Dermatology Consultants of South Florida
01.1985 - 01.1993
High School Diploma -
Plantation High School
Real Estate Sales Associate License - Real Estate
Gold Coast College
Associate of Arts - Liberal Arts And Sciences
Broward Community College
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