Polly Chapman

As a Commercial Property Management Assistant, I provide comprehensive administrative support to the Property Manager's and Directors to assist with the smooth management of the property portfolios.

Responsibilities include:

• Managing communication on behalf of property managers and directors via phone and email for various property matters promptly and professionally.

• Drafted and issued official correspondence including rent review letters, maintaining filing systems, and processing vendor invoices accurately.

• Organizing contractors for various repairs and maintenance requests as well as responding to after-hours security calls.
• Assisting in budget preparation, updating Strata AGM meeting minutes, and ensuring lease records and documentation are complete and up to date.

• Successfully assigned the responsibility of overseeing the property manager’s portfolio during their annual leave, ensuring seamless management of tasks and responsibilities.
• Maintaining registers for Lessee and Lessor insurance including following up with relevant parties as needed.

• Updating property listings as required, ensuring information is current and accurate.
• Preparing various REIWA contracts.
• Completing payment runs in a timely and efficient manner to ensure vendors are paid on time.
• Conducting weekly follow-ups and distribution of arrears statements to tenants as well as coordinating with lawyers to issue letters of demand when necessary.
• Preparation and organization of documents for meetings between Property Managers and Landlords as well as internal staff meetings.

As a Team Administrator, I assisted three main divisions within the business. This role involved various administrative duties such as marketing, preparation of real estate contracts, invoicing and other adhoc administrative tasks.

Responsibilities Include:

• Developing various marketing material that has been showcased in The West Australian, The Australian Financial Review, online listings and LinkedIn.
• Preparing weekly marketing campaign reports to be distributed to clients.
• Maintaining availability lists of relevant properties for prospective buyers and tenants.
• Working collaboratively with the Industrial, Sales and Office Leasing teams to develop best practices for their individual needs.
• Assisting coworkers with impromptu tasks on a daily basis.
• Supporting company directors through diary management, lodging personal expenses and organising travel itineraries.
• Preparing various REIWA sales and leasing contracts.
• Handling accounts payable activities to facilitate timely payment of invoices and expenses.
• Management of the opening and closure of trust accounts.
• Interacting with vendors and professional services to direct activities and communicate instructions.
• Managing phone calls, email correspondence and incoming and outgoing mail.
• Maintaining client database using internal CRM systems.

As an Operations Officer, I coordinated various functions within the mortgages operations team such as discharge instructions, settlements, variances, daily credit card reconciliations and other administrative needs to meet set KPI's. I completed a range of daily reports that adhered to tight deadlines to meet service level agreements.

Responsibilities include:

• Completed data entry tasks with accuracy and efficiency.
• Developed strategic plans for day-to-day mortgage operations.
• Evaluated business data and reported findings to inform key stakeholders within the business.
• Maintained optimal quality levels to prevent critical errors and support team performance targets.
• Located and corrected data entry errors and report to management.
• Updated standard operating procedures (SOPs) ensuring clear and easy to follow instructions for users.
• Collaborated with team members to improve system processes.

As a Client Services Coordinator, I was the first point of contact for high value clients needing assistance with the business's products and services. I handled various client interactions via phone, email or in person and managed individual client relationships as well as other general administrative needs.

Responsibilities include:

• Communicated with clients to assess their needs and responded to their enquiries via email and phone calls.
• Attended networking functions to build relationships with prospective clients.
• Developed and maintained valuable client relationships through timely responses to enquiries and going above and beyond to accommodate unique individual requirements.
• Built strong internal relationships to ensure efficient work processes.
• Greeted clients and organised meeting rooms for in person client interactions.
• Data entry on internal software for quoting and job creation.
• Creation and quality control of internal documents.
• Monitored work flow and developed actionable insights to improve efficiency and performance.
• Completed Fortnightly reporting to ensure budgets and targets were met.
• Organised travel arrangements for property valuers.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Organised work functions such as staff gatherings and christmas parties.

As a Property Services Coordinator, I was the first point of contact for Valuers and clients to maintain and schedule inspections. I liaised with numerous financial institutions and assisted with their queries.

Responsibilities include:

• Supported property valuers through personal calendar and diary management.
• Reviewed documents to eliminate errors and completed system generated invoices in a timely manner.
• Actioned new valuation requests and entered appointment details into the system alongside general administration processes.
• Updated tracking spreadsheets to ensure reports were sent out on time and that the company was meeting sales and budget targets.
• Directed all inbound phone calls to appropriate parties and responded to enquiries from clients, vendors and various other stakeholders seeking information.

As a Sales & Services Consultant, my key responsibilities were to answer client phone calls to arrange insurance for their assets and answer any queries regarding insurance policies.

Responsibilities include:

• Answered customer telephone calls promptly in a friendly and professional manner.
• Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.
• Proactively contacted customers when issues were identified to immediately find a resolution before the problems escalated.
• Consistently exceeded set KPIs' and worked towards organisational goals.
• Engaged in peer training sessions to promote professional development with new employees.