NICOLE COATES
Tascott,NSW
Summary
Dedicated Property Manager with extensive experience within the State Government Housing sector and private rental market. Solid team player with a positive attitude and proven skill in establishing rapport with internal and external clients due to people centric nature. Motivated to maintain customer satisfaction and contribute to team success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships. Accustomed to a fast-paced environment with competing demands. Proactive as a personal assistant and highly organised by nature. I can effectively understand, document and resolve client concerns, driving satisfaction while meeting demanding key performance indicators. Well-versed in Real Estate standards and best practices, according to REINSW.
Overview
34
34
years of professional experience
Work History
Property Manager
Key2 Realty
11.2021 - 10.2022
- Excelled in client relations, both internal and external. Acting as the prime point of contact for owners and tenants and addressing their queries, concerns, and maintenance requests promptly and professionally.
- Effectively managed property maintenance whilst co-ordinating and overseeing routine maintenance, repairs, and inspections to ensure they are well-maintained and comply with regulatory standards.
- Responsible for managing property budgets, tracking expenses, and ensuring adherence to financial goals by providing regular financial reports to property owners.
- Strictly adhered to ongoing compliance within the industry by staying informed about relevant laws, regulations, and industry standards pertaining to property management. Ensuring compliance with legal requirements and maintaining accurate records.
Handle guest/ tenant disputes, and other issues that may arise in a timely and effective manner, always aiming to achieve positive outcomes for all parties involved.
Property Inspections: Conduct regular property inspections to assess condition and identify and fulfill maintenance needs
Vendor Management: Liaise with contractors, vendors, and service providers to obtain competitive quotes, coordinate repairs and maintenance work, and ensure quality of service - Assisted owners with ensuring each residence complies with state rental legislation, as per REINSW guidelines.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Recommending, setting and adjusting rent prices by appraising and analysing current rental rates.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Monitored tenant behaviour and implemented corrective action to maintain order in assigned properties.
Client Service Officer
Family & Community Services - Housing NSW
06.2000 - 07.2018
- Working directly with clients and their advocates to provide advice and assistance on housing options based on assessment of eligibility and client need and in keeping with relevant legislation, policies and procedures
- Work collaboratively with internal specialists and external service providers and make referrals where additional support requirements are identified to better meet client needs
- Manage tenancies and support clients to maintain successful tenancies
- Support tenancy and community participation initiatives to contribute to harmonious neighbourhood and stronger communities
- Manage client information to ensure confidentiality, accuracy and integrity
- Monitor property condition and facilitate maintenance and minor modifications where necessary to meet client needs
- Managed client complaints with high level professionalisms and competence
- Attended to daily client service requests and provided support as needed
- Made frequent calls and visits to build and strengthen client relationships
- Maintained client files, compiled reports and organised Housing resources
- Reported complex client issues, questions and needs to appropriate departments with Housing NSW
- Attended educational trainings and workshops for professional growth
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills
- Documented conversations with customers to track requests, problems and solutions
- Managed minor issues involving clients and accounts, escalating situations that required additional assistance to the Team Leader for immediate attention
- Greeted customers pleasantly whilst managing the front counter and scheduled appointments for service
- Supported clients by handling service requests, answering questions and acting as consistent resource
- Assisted clients with identifying resources to meet basic needs for food, clothing, shelter, safety, mental health and medical services
- Managed and updated physical and digital client account information to keep records accurate and current
- Assessed customer account information to determine current issues and potential solutions
- Added new client data to system and made changes to old information to keep client information up-to-date
- Responded quickly to customer concerns and inquiries by phone or email within 24 hours
- Researched issues and made quick decisions to achieve efficient and effective resolutions
- Managing conflicts and expectations of clients and their advocates in a Human Services environment
Personal Legal Assistant to Senior Partner
Lawler Davidson Chartered Accountants
09.1996 - 12.1998
- Organized personal and professional calendars, including reminders for upcoming meetings and events
- Prepared and updated office records, spreadsheets and presentations to support executive needs and enhance office productivity
- Screened telephone calls and inquiries and directed as appropriate
- Attended business meetings and took meeting minutes utilising Shorthand skills
- Managed, supported and trained an Administration Team of 4 staff
- Prioritized timeline-driven items to complete projects promptly and within budget
- Created expense reports using Microsoft Excel spreadsheets
- Scheduled conferences and made hotel, airfare and ground transportation arrangements and reservations
- Created presentations using Microsoft PowerPoint
- Devised and maintained office systems to best deal with paper flow.
Secretary to Managing Director
Starset Pty Ltd
04.1989 - 12.1991
- Scheduled and confirmed appointments for Directors
- Answered and directed incoming calls using multi-line telephone system
- Delivered administrative support to team members by making copies, sending faxes, organising documents and rearranging schedules for Directors
- Maintained daily calendars, set appointments with clients and planned daily office events
- Processed payments and updated accounts to reflect balance changes
- Sorted incoming mail and directed to correct personnel each day
- Oversaw office inventory by restocking supplies and submitting purchase orders
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment
- Managed more than 70 incoming calls per day
- Communicated with vendors to place and receive orders, request services and deliver instructions from office management
- Maintained financial records to verify timely clearance of credit and debit activities
- Prepared packages for shipment by generating packing slips and setting up courier deliveries
- Entered data in [Type] software to keep records of [Type] information
- Drafted professional business communication and answered phone calls and emails
- Greeted customers, answered general questions and directed to appropriate locations
- Handled a multi-line phone system and directed calls and messages for staff of 12
- Updated databases and spreadsheets to promote access to information
- Received incoming packages and mail, dispersed parcels and shipped outgoing items for the team.
Education
Certificate IV - Real Estate
Real Estate Academy Australia
Sydney, NSW03.2022
Secretarial Diploma - Business Diploma
Summerhayes Metropolitan Business College
Parramatta, NSW01.1988
Higher School Certificate -
Cambridge Park High School
Cambridge Park, NSW01.1987
Skills
- Shorthand - 80wpm
- Typing - 110 wpm
- Proficient in Property Me
- Payment Collection
- Property Inspections
- Customer service-focused
- Exceptional oral and written communication skills
- Administrative Support
References
- Mrs Peta Edwards, Housing Manager, Housing NSW, 0400 513 927
- Mrs Genevieve Hely, Managing Director, Starset Pty Ltd, 0412 843 930
- Mr Dallas Hicks, Team Leader (since retired), Housing NSW, Contact No on request
- Mrs Donna Hinchcliff, Area Director, Housing NSW, Contact No on request
- Ms Jackie Lee, Team Specialist, Arrears Team, Contact No on request
Training
- 1998 MS Excel '97 Intermediate Certificate - Drake
- 1998 MS Word '97 Advanced Certificate - Drake
- 1999 Train the Trainer - Drake
- 1999 Conflict Resolution and Negotiation Skills - Drake
- 1999 Behaviour Description Interviewing Certificate - Drake
- 1999 OH&S Training - WorkCover NSW
- 2005 DialecticalBehaviour Skills - HNEAHS
- 2005 Front Desk Response Managing Clients - CCTC
- 2006 Sexual Harassment Compliance Training - Housing NSW
- 2007 Managing Competing Demands - CCWT
- 2007 Record Keeping Awareness Training - Housing NSW
- 2007 Business Classification Scheme - Housing NSW
- 2009 Keep Them Safe/NSW Gov 5 Year Action Plan - TAFE
- 2009 TRIM - Level 1 - Housing NSW
- 2009 TRIM - Level 2 Housing NSW
- 2009 Client Files - Housing NSW
- 2009 Time Management & Self Leadership - CCWT
- 2009 Disability Awareness Training - CCWT
Timeline
Property Manager
Key2 Realty
11.2021 - 10.2022
Client Service Officer
Family & Community Services - Housing NSW
06.2000 - 07.2018
Personal Legal Assistant to Senior Partner
Lawler Davidson Chartered Accountants
09.1996 - 12.1998
Secretary to Managing Director
Starset Pty Ltd
04.1989 - 12.1991
Certificate IV - Real Estate
Real Estate Academy Australia
Secretarial Diploma - Business Diploma
Summerhayes Metropolitan Business College
Higher School Certificate -
Cambridge Park High School
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