Customer service representative/property management

As a Customer Support Manager, I have overseen the customer service operations for a team of 10 agents, ensuring high levels of service quality and efficiency. My responsibilities included managing day-to-day support activities, developing and implementing training programs, and establishing key performance indicators (KPIs) to monitor team performance. I have successfully improved customer satisfaction ratings by 20% by streamlining processes, optimizing workflows, and implementing a customer relationship management (CRM) system that reduced response times by 30%. I’m skilled in conflict resolution, and I focus on fostering a positive customer experience by analyzing feedback, addressing service gaps, and providing coaching to agents. Additionally, I worked closely with other departments to ensure a cohesive approach to customer needs, while also managing escalated issues to maintain high levels of satisfaction."

In my property management experience, I have successfully managed both short-term and long-term rental properties, overseeing everything from tenant relations and lease agreements to maintenance coordination and rent collection. I ensured smooth daily operations, handled guest inquiries and complaints, and optimized property listings to maintain high occupancy rates. My focus has always been on providing excellent service to both property owners and tenants, ensuring properties are well-maintained, and addressing any issues promptly to create a positive living or rental experience.

As a Collections Specialist in property management, I managed overdue rent accounts by contacting tenants, negotiating payment plans, and ensuring timely collections. I worked closely with tenants to resolve payment issues while maintaining positive relationships and adhering to company policies. By implementing effective follow-up procedures and offering flexible solutions, I reduced delinquency rates and improved cash flow for property owners. My approach balanced professionalism with empathy, helping to minimize tenant turnover while achieving collection targets.