Candidate Information Title Call Center Customer Service Target Location US-MN-Hastings Email Available with paid plan

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PROFESSIONAL SUMMARYSKILLSWORK HISTORYJANETHORNPrescott, WI 54021 847-409-5392 EMAIL AVAILABLE Online Digital Resume CALL CENTER REPRESENTATIVE/CUSTOMER SERVICEInnovative Call Center Representative with 10+ years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing inbound calls and handling emergency issues with patience and tact.PROPERTY MANAGEMENT/ACCOUNTING Operations/Maintenance/Planning/Construction Customer service-oriented professional experienced in all aspects of property management. Excellent communication skills combined with a strong real estate background has contributed to the delivery of quality performance in all areas of property management. Functionally skilled in computerized accounting systems(Quickbooks) property management systems (TRACS, Rentroll, and construction/project administration, capital and expense budgeting, building automation technology, infrastructure planning and safety management. Telephone ReservationsGuest ServicesInvoicingClient Needs AssessmentBuilding operationsAffordable housing programsknowledgeFinancial budgeting and reportingSchedule MaintenanceJUNE 2018-JUNE 2020Call Center Customer Service Representative Treasure Island Hotel & Casino Welch, MNResponded to customer comments and questions via LiveChat during shifts. Achieved high satisfaction rating through proactive one-call resolutions of customer issues.Educated customers on current promotions, upgrades or new offerings available under current plan.Helped large volume of customers every day with positive attitude and focus on customer satisfaction.Adhered to company policies and scripts to consistently achieve call-time and quality standards.Provided ongoing guest service.Investigated and resolved customer inquiries and complaints quickly. Facilitated inter-departmental communication to effectively provide customer support.Answered over 150 calls per shift to meet fast-paced call center demands JANUARY 2008-JANUARY 2009Accounting Manager REGULATORY COMPLIANCE ASSOCIATES Kenosha, Wisconsin Medical and Pharmaceutical compliance agencyManaged accounting departmentResponsibilities included A/R, A/P, Bank relations and reconciliations, ACH, direct deposits, invoicing 50+ clients in 2008Quickbooks.JANUARY 2006-JANUARY 2008Accounting Manager ALLABASTRO & ASSOCIATES Lake Bluff, Illinois Development Company that converts apartment building into condominiums Manage Condominium Association until turn overAccounting for 20+ entities adding new properties each month Full range of procedures, CAM billings and budgets to financial reports. Supported change management by understanding and addressing impacts of new accounting policies, financial statement initiatives and non-standard transactions JANUARY 1995-JANUARY 2007Accounting Manager/Property Manager Roy D. Gottlieb & Associates Northbrook, IllinoisRoy Gottlieb & Associates is a real estate development and investment company Developed properties were in Geneva, Schaumburg, Mundelein, Long Grove and many other suburbs of ChicagoDuties included personal as well as family business' investments and trusts. Implemented cost control procedures and cost management processes Managed banking reconciliations and monthly balance sheet statements Supported change management by understanding and addressing impacts of new accounting policies, financial statement initiatives and non-standard transactions Proposed and published metrics and KPIs to be incorporated into monthly financials EDUCATIONACCOMPLISHMENTSand scorecardsTracked business revenue and expenditures and reconciled accounts to maintain high accuracy1985University of Houston - Clear Lake, Houston, TXProperty ManagementDue diligence reports for properties that were sold and or purchased Reduced operating expenses by purchasing supplies from a limited number of vendorsThis cooperative effort with Management resulted in quantity discounts and lower processing costsCoordinated an expense reduction initiative that resulted in a substantial sustained cost savingsMaintenance and processing for over forty properties, two hundred vendors and processing draw request, as well as assuring the timely accurate year end reconciliations for tenants and CAM billingsOperations/MaintenanceIncreased the collections of overdue accounts resulting in a $50K revenue increase Streamlined billing process which generated an additional $500K of revenue Transferred all accounting in houseExpanded the maintenance management program from a single facility to a multi- campus environmentThis expansion ensured that both campuses would be benchmarked against each other by using comparable financial informationPerformed life cycle evaluations on critical infrastructure systems and equipment These evaluations were used as the foundation for a capital replacement and upgrade programConstruction ManagementRepresented the Development Department on a construction management team during a $22,000,000 subdivision development project The significant project elements included closing documents, cost analysis and approval, budget preparation, draw requests, payments, contract review, negotiations and approvals, contractor liaison, bank liaison, title company liaison Trained entry level assistants to function as assistant managers Wrote justifications, developed budgets and managed all projects that involved infrastructure or were technical in nature (Roof replacements, HVAC repair/replacements, plumbing, electrical etc.)Regulatory ComplianceCoordinated the HUD, IHDA and Lake County Housing Authority regulatory compliance programs that resolved numerous long-standing code issues that ensured an excellent public image and avoidance of fines Evaluated the facilities for HUD, IHDA and LCHA inspection compliance and budgeted for multi-year upgrade program.