Simon Stokes

An enthusiastic highly motivated, personable business professional with strong communications and customer service skills, focused on building rapport quickly and delivering positive outcomes.

With high emotional intelligence is able to adapt communication styles either via phone, face to face or email to provide outstanding customer interactions.

With an upbeat, positive and authentic personality who works well as part of a team or autonomously, is an asset to any organization.

• Successfully completed 235 townhouses and 309 apartments in five Melbourne locations
• Successfully managed the 90-day maintenance defect reports with the builder
• Successfully completed Agents Rep course through REIV 2014
• Successfully completed settlement of 454 apartments in five Melbourne locations
• Successfully wrote and implemented a process to hand over new security fobs for the Masons Point Apartments to existing tenants - 20 apartments
• Instrumental in securing the rental of over 150 apartments, equating to over $280,000.00 per month in rental and approximately $150,000.00 in increased revenue to the business each year
• Managed customer complaints and escalations
• Conducted pre-settlement inspections with customers
• Conducted valuation inspections
• Managed multiple property settlements simultaneously including land, apartments, and medium build projects
• Conducted QA inspections of each apartment/townhouse prior to pre-settlement inspections and identified defects to be issued to builder following inspection. Managed handover schedule with Construction Team
• Created and updated risk management spreadsheets on customer's financial situations
• Followed up with customers to ensure funds were accessible and approved by lenders
• Developed and maintained excellent internal and external stakeholder relationships that supported the businesses objectives, including Strata Companies, Strata Councils, Building and Facilities Manager, existing FPA purchasers, construction, and development teams
• Worked autonomously and part of a team to ensure projects were successfully settled on time and monies were collected
• Followed up on all 90-day maintenance requests on all projects to ensure customer satisfaction, by collaborating with the builder and development teams
• Prepared hand over packs, keys, settlement gifts for hand over after settlement was confirmed
• Assisted with the coordination and implementation of the settlement process in particular the purchaser pre-settlement inspections for Oliver Hume projects
• Coordinated with marketing and prepared settlement packs, assist with the settlement process, mail outs, collating purchaser information etc.
• General property manager tasks including, creating bookings for valuation inspections, pre settlement and defect inspections, customer service, stakeholder and client management, development and initiation of property inspections including routine and final inspections, property portfolio management, tenant applications and approvals, tenant maintenance, etc.
• Period FY13/14 Quarter 1 & 2 re-contract percentage, exceeding 82.31% against a target of 75%
• Low churn figures and met target of 7% for base
• Improved re-contracting target from 84% to 86% in a 4-month period
• Period FY13/14 Quarter 1 & 2 campaign calls achieved 100% against a target of 95%
• Acknowledged by Director of Sales for positive contribution to a strong culture within the team
• In Nov 2013, Rohan Ganeson, Managing Director of Sales acknowledged my suggestion for educating customers on the improvement to our network to a regional area. This was later implemented via the Sales Development Manager for networks, improving our communication to our customer base, brand exposure and customer experience
• Recognised for honesty and integrity via the rewards and recognition programme and for innovative process workaround resolution ensuring customer retention and satisfaction
• Period FY 11/12 Apr-Sept 11 Churn (retained customer base) target 10.3%, achieved 3.03% under target
• Period FY11/12 Apr-Sept Campaign calls achieved 98.8% against a target of 95%
• Period FY11/12 Apr-Sept Calls taken against national average achieved 202 calls against a national average of 117

• 2019 INNOVATION COURSE - INVENTIUM
• 2018 CONFLICT RESOLUTION COURSE - NEW HORIZONS
• 2014 REIV AGENTS REPRESENTIVE - REAL ESTATE INSTITUTE OF VICTORIA LTD
• 2013 EFFECTIVE TIME MANAGEMENT COURSE - AUSTRALIAN INSTITUTE OF MANAGEMENT
• 2012 EFFECTIVE TIME MANAGEMENT COURSE - AUSTRALIAN INSTITUTE OF MANAGEMENT
• 2012 NEGOTIATION AND COMPLAINT HANDLING TRAINING - SINGTEL OPTUS GROUP
• 2012 CUSTOMER SERVICE, SALE AND DELIVERY TRAINING - SINGTEL OPTUS GROUP
• 2012 THE IMPORTANCE OF EMOTIONAL INTELLIGENCE - CAREER LINK
• 2012 CAPITALISING YOUR RELATIONSHIPS AND INFLUENCE - CAREER LINK