Louise Harriet Pugh

I have worked as a Senior Property manager with Darlows since May 2021 and this is my current role. As a Senior Property Manager in absence of my manager I fulfill management roles to ensure business continuity. Below are some of my day to day roles:

• Oversaw property maintenance, working with various tradesmen to complete repairs.
• Coordinated with maintenance for required repairs.
• Resolved maintenance issues in line with relevant procedures.
• Gathered evidence of problem tenants for legal and insurance cases.
• Built positive relationships with tenants and clients to increase brand loyalty.
• Conducted routine inspections in line with proper procedures and within agreed timescales.
• Negotiated terms with tenants to achieve maximum client profit.
• Inspected rental properties before and after tenancies, appropriately handling bond payments.
• Managed multiple rental properties with outstanding planning and organisation.
• Dealt with letting issues and sought mutually-beneficial solutions for positive client and tenant satisfaction.
• Inspected properties regularly to verify good cleanliness standards and maintenance.
• Answered emergency enquiries, booking relevant contractors and recording incidents following best practice.
• Handled high volume calls to address customer inquiries and concerns.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

As a Maintenance Manager & Accounts Coordinator some of my daily responsibilities were:

• Manage the upkeep of all our managed properties including their landscapes and oversee a range of maintenance issues
• Reconciled all company accounts, including credit cards and expenses.
• Helped with preparation of management accounts and end-month duties.
• Verified items billed against items received, following up with vendors to reconcile variances.
• Kept up-to-date general ledger, balancing out transactions.
• Prioritised administrative tasks based on tight deadlines.
• Increased customer satisfaction by resolving issues.
• Built and carefully managed loyal, profitable client bases.
• Renewed contracts promptly to maintain high-value client bases.
• Used Microsoft Word and other software tools to create documents and clear communications.
• Managed over 50 calls per day.

As a beauty adviser I worked as part of a team to drive the business forward by beating sales targets and building genuine relationships with colleagues and customers alike. As part of my job I did make overs where I use my skill-set and passion for make-up to educate and empower customers through luxury personalised services to exceed expectations, as well as doing make overs on customer I work as part of a team to drive the business forward by beating sales targets, executing regular events and masterclasses to strengthen brand loyalty.

I dealt with a range of Reception management in a wide range of industries including:

• Legal Will writing services,
• Calling customers to chase the status of their will writing,
• Updating systems using computers day to day
• Admin work & letter writing,
• Making follow-up calls to clients,
• Taking accurate and detailed telephone messages and information from clients
• Collating paperwork for Estate packs and sending to customers within Service Level Agreement
• Case managing my own leads and workflow
• Logging correspondence and documents on our document management system
• Preparing deeds of renunciation
• General administration such as filing and photocopying, competent user of MS Word, Excel and Outlook.