Summary
Overview
Work History
Education
Skills
Accomplishments
Custom
Timeline
Generic

Alexandra Lane

Virginia Beach

Summary

Dynamic Customer Service Manager with a proven track record of excellence in conflict resolution, vendor coordination, and resident relations. Recognized for consistently maintaining high customer satisfaction scores while driving process improvements and fostering cross-functional team collaboration. Committed to delivering exceptional service, enhancing resident experiences, and improving operational efficiency.

Overview

10
10
years of professional experience

Work History

Customer Service Manager

Polizos Properties, LLC
Norfolk
10.2022 - Current
  • Handled escalated resident concerns, resolving issues with a focus on retention and resident satisfaction.
  • Collaborated cross-functionally with leasing, maintenance, and accounting departments to streamline customer support and ensure cohesive operations.
  • Recognized for consistently maintaining high customer satisfaction scores across all service channels.
  • Conducted routine interior and exterior inspections to ensure compliance with lease agreements and property standards.
  • Issued lease violations and ensured accurate, timely documentation in accordance with company policy.
  • Monitored and followed up on maintenance requests to ensure timely resolution and resident satisfaction.
  • Coached maintenance staff on communication standards and resident interaction to improve service quality.
  • Led weekly property walks and collaborated with housekeeping and maintenance to develop detailed punch lists for upcoming unit turns.
  • Oversaw the unit turn process year-round, ensuring readiness and cleanliness standards were met prior to move-in.
  • Partnered with leasing teams to align unit availability with occupancy schedules and lease renewals.
  • Supported vendor coordination and conducted quality control for repairs and contracted work.
  • Proactively addressed resident concerns to support retention and maintain a clean, safe, and welcoming community environment.
  • Met regularly with operations leadership to assess and refine standard operating procedures (SOPs) for improved efficiency and service consistency.
  • Temporarily assigned to the Maintenance Department for six months to assume the Work Order Manager role during a staffing transition; handled service requests, coordinated with vendors, and trained the incoming hire before returning to customer service leadership.

Assistant Accounts Manager

Polizos Properties, LLC
Norfolk
06.2022 - 10.2022
  • Managed resident account inquiries related to rent charges, lease violations, and damage assessments.
  • Sent collection notices and made follow-up calls to residents with current or outstanding balances.
  • Provided detailed explanations for charges, including rent discrepancies, damages, and policy violations.
  • Adjusted resident ledgers, added charges, and ensured account accuracy.
  • Created and submitted move-out damage reports for final billing and collections processing.
  • Assisted residents in understanding payment responsibilities, offering clear communication and guidance on balances due.
  • Collaborated with property management and leasing teams to ensure accurate financial documentation and resident communication.

Assistant District Manager

Lincoln Military Housing
Virginia Beach
01.2019 - 05.2022
  • Managed community bookkeeping functions including A/P, A/R, rent collections, invoicing, delinquencies, and ledger adjustments.
  • Created and processed purchase orders and change orders; submitted write-off packages and maintained financial accuracy.
  • Collaborated with the District Manager on budgeting and achievement of operational and financial performance goals.
  • Issued delinquency and balance due notices and oversaw collection of outstanding rents.
  • Maintained consistent vendor communication regarding billing, invoicing, and contract coordination.
  • Mentored and supported office staff, including Customer Service Representatives, in resident relations and office operations.
  • Fostered positive resident relationships through timely response to concerns and community engagement.
  • Attended resident events and assisted in coordination to enhance community satisfaction and engagement.
  • Participated in and prepared for property walks and inspections, including those with asset management teams and government housing partners.
  • Conducted regular property inspections (grounds, parking, make-readies) and ensured adherence to LMH and military housing standards.
  • Attended town hall meetings and collaborated with government representatives to ensure compliance and satisfaction.
  • Prepared units and community areas for government partner inspections and high-level property reviews.
  • Executed administrative duties including correspondence, email communication, data input in Yardi, Payscan, and internal platforms.
  • Drafted and distributed resident notices for rent collections, violations, reminders, and community updates.
  • Participated in staff meetings, regional training, and work-related seminars to support continuous improvement.rsaw community bookkeeping, including A/P and A/R, rent collections, invoicing, and financial reporting.
  • Created and processed purchase and change orders; submitted write-offs and maintained accurate ledger adjustments.
  • Assisted the District Manager with budgeting, operational planning, and achieving financial goals.
  • Issued delinquency and balance due notices, and managed collection efforts on outstanding rents.
  • Maintained regular communication with vendors and contractors regarding billing, invoicing, and service timelines.
  • Mentored and trained Customer Service Representatives and office staff in resident services and operational protocols.
  • Fostered positive resident relations by resolving concerns efficiently and supporting a high-quality living experience.
  • Handled general administrative tasks including phone coverage, filing, scheduling, and office coordination.
  • Utilized Yardi, Payscan, and other internal systems for data entry, correspondence, and reporting.
  • Drafted and distributed notices related to rent, violations, community events, and policy updates.
  • Participated in regular property walks and inspections to ensure upkeep, readiness, and adherence to LMH standards.
  • Attended department and regional meetings, training seminars, and work-related events to stay aligned with company goals and practices.

Customer Service Representative

Lincoln Military Housing
Virginia Beach
07.2015 - 04.2020
  • Assisted prospective residents with leasing information, the move-in process, and community amenities.
  • Provided lease documents, ensured accurate data entry, and coordinated with other departments for a smooth resident onboarding experience.
  • Managed resident concerns and service issues, collaborating with maintenance and office staff to ensure timely resolutions.
  • Supported the move-out process, including notices to vacate, scheduled inspections, and assisted coordination with vendors as needed.
  • Followed up on service requests to ensure resident satisfaction and resolution, per company standards.
  • Planned and coordinated community resident events to foster engagement and enhance resident satisfaction.
  • Participated in outreach marketing activities such as market surveys and competitor research.
  • Performed general administrative tasks, including data entry (Yardi), filing, email communications, and distributing resident notices.
  • Participated in property walks and inspections to ensure compliance with quality standards.
  • Complied with OSHA safety regulations and Fair Housing standards.

Service Coordinator

Lincoln Military Housing
Virginia Beach
01.2017 - 12.2019
  • Managed the make-ready board to ensure timely unit turns, accurate scheduling, and work order assignment.
  • Walked homes pre-move-in to verify readiness and created detailed punch lists for outstanding work.
  • Coordinated with vendors for scheduled services and followed up to ensure timely and quality completion.
  • Maintained and monitored all maintenance dashboards, tracking ticket progress, service timelines, and technician workloads.
  • Followed up with maintenance technicians to confirm task completion and resident satisfaction.
  • Collaborated with the regional maintenance team on high-visibility issues, ensuring swift response and escalation handling.
  • Scheduled and monitored water intrusion protocols, including resident communication and notice delivery.
  • Assisted in closing service tickets, generating POs, and maintaining vendor/product logs.
  • Promoted positive resident relations by following up post-service and ensuring concerns were addressed effectively.
  • Participated in property walks and inspections to uphold company maintenance and quality standards.

Education

Some College (No Degree) - Social Sciences

Tidewater Community College
Virginia Beach, VA

Skills

  • Customer service
  • Conflict resolution
  • Team collaboration
  • Vendor management
  • Data analysis
  • Process improvement
  • Quality control
  • Administrative support

Accomplishments

  • Customer Service of the Year Award – Recognized for outstanding service quality and resident satisfaction.
  • ACE Award – Honored for collaboration, teamwork, and consistently offering support across departments.

Custom

  • Completed Fair Housing Training
  • Trained and onboarded new hires across departments
  • Served in cross-functional floater role during departmental transitions
  • Partnered with asset management and government housing teams during inspections
  • Assisted in planning and hosting resident events and town hall meetings
  • Participated in SOP review and process improvement with operations leadership

Timeline

Customer Service Manager

Polizos Properties, LLC
10.2022 - Current

Assistant Accounts Manager

Polizos Properties, LLC
06.2022 - 10.2022

Assistant District Manager

Lincoln Military Housing
01.2019 - 05.2022

Service Coordinator

Lincoln Military Housing
01.2017 - 12.2019

Customer Service Representative

Lincoln Military Housing
07.2015 - 04.2020

Some College (No Degree) - Social Sciences

Tidewater Community College

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Alexandra Lane