Jessica Sharpe-Tolbert

Answer and route phone calls, emails, and office correspondence Schedule appointments, property showings, and meetings Maintain tenant and owner files (digital and paper)

Office Manager (Remote) at Willowbank Company LLC (2018-01 – Present)

• Answer and route phone calls, emails, and office correspondence
• Schedule appointments, property showings, and meetings
• Maintain tenant and owner files (digital and paper)
• Process incoming and outgoing mail, packages, and deliveries
• Manage office supplies and order replacements as needed
• Respond to tenant inquiries and service requests
• Process rental applications and assist with tenant screening
• Prepare and send lease agreements, renewals, and notices
• Track lease expirations and ensure compliance with deadlines
• Provide updates to property owners on vacancies, repairs, and finances
• Provide day-to-day administrative support for the management of condominium homeowners' associations (HOAs)
• Serve as the primary point of contact for homeowners, board members, contractors, and vendors, responding to inquiries and resolving issues in a professional and timely manner
• Coordinate maintenance requests, repairs, inspections, and vendor scheduling while tracking project progress
• Prepare and distribute homeowner communications, notices, meeting materials, and correspondence on behalf of the association and Board of Directors
• Maintain association records, homeowner files, architectural/variance requests, and compliance documentation
• Assist with enforcement of governing documents by tracking violations and coordinating owner communications
• Process invoices, maintain financial records, and support budgeting and accounts payable/receivable functions
• Coordinate board meetings, prepare agendas, record meeting minutes, and follow up on action items
• Utilize property management software (AppFolio) to manage homeowner accounts, work orders, and association records
• Ensure compliance with association governing documents, policies, and applicable regulations while providing excellent customer service
• Process rent payments and late fees
• Record and reconcile deposits, refunds, and expenses
• Assist with generating monthly owner statements and reports
• Track security deposits, rent collections, and outstanding balances
• Support budgeting and expense tracking for properties
• Receive and log maintenance requests
• Communicate with vendors and contractors for repairs or projects
• Schedule inspections, repairs, and preventive maintenance
• Track work orders until completion and update tenants/owners
• Maintain vendor files, insurance certificates, and contracts
• Prepare documents for legal or compliance purposes (notices, filings, etc.)

Call Center Representative at National Grid (2014-01 – 2016-01)

• Answered incoming calls from utility customers in a high volume call center
• Gathered confidential customer data to verify utility accounts, connect or disconnect service, apply payments to specified accounts
• Responded to emergency calls regarding gas leaks by accurately gathering customer data, dispatching appropriate personnel, while following strict emergency procedures
• Trained new hire employees according to company standards
• Consistently demonstrated mastery of customer service company scripting within specified timeframes while providing exceptional customer service

Associate's degree in General Studies – SUNY College at Oswego (2003-07 – 2005-05)