1. TRISH KRUCK
1148 Woodcock Lane, Virginia Beach, VA 23454 | (C) 757-892-0736 | trishkruck@gmail.com
Professional Summary
Dedicated Customer Service Manager demonstrating effective leadership in all aspects of the job. Enthusiastic and
dependable team player with a strong work ethic. Gifted in resolving problems under complex situations.
Skills
Exceptional communication skills Effective leader
Creative problem solver Client account management
Strong client relations Efficient multi-tasker
Exceptional interpersonal communication Project management
Customer service-oriented Conflict resolution
Organized
Work History
Real Estate Customer Service Department Manager 06/1999 to 08/2014
Siebert Realty – 601 Sandbridge Road
Managed and maintained 385 vacation rental homes while effectively Supervising 4 departments: Guest and Owner
Services, Property Improvements, Technician Teams and Housekeeping Departments Trained and mentored 14 full
time and 5 seasonal employees Effective communication with team members to maintain clearly defined
expectations from the management team Built trust and long term relationships with all team members Provided
homeowners with an annual guest retention property improvement report Implemented new policies and procedures to
improve guest and owner retention rates Ensured superior customer experience by addressing customer concerns,
demonstrating empathy and resolving problems on the spot Addressed and resolved online negative customer feedback
daily Conducted weekly and monthly homeowner accounting reviews Processed and billed daily invoices Acquired
extensive work order knowledge in HVAC, Plumbing, Electrical, Appliance and General home maintenance repairs
Resolved after hours emergency concerns year round Developed and maintained a qualified vendors program
Served as the main liaison between homeowners and vendors Performed post project quality assurance inspections
Communicated extensively with all vendors on home improvement projects and daily work orders Built relationships
with vendors to increase owner participation in the property improvement program Recommended new products to
owners through monthly vendor meetings Ordered and maintained all warehouse inventory daily through online
vendor relationships
Accomplishments
Reduced team member turnover by 90% in 6 years through implementing several well-received morale team-building
meetings Developed an on-line vendor accounting program for posting invoices efficiently Direct Deposit services for
all vendors to allow for accurate owner accounting Improved accounting errors for homeowner accounts Implemented
Utility Service Program for after hours issues Assisted with ideas, presentations and round table sessions for the annual
company Team Building Seminar Developed an environment of exceptional team conflict resolution.
References
References and Letter of Recommendation Upon Request