As a 911 dispatcher I answer emergency and non-emergency calls, then dispatches emergency responders. * Respond to high stress calls: Receive calls from a variety of sources, including phones, text messages, social media, and alarm systems, determining appropriate responses within 60 seconds. * Dispatch responders: Coordinate the dispatch of emergency response personnel, such as police, firefighters, or emergency medical services. * Provide information: Relay key and concise information to first responders and provide instructions to the person in need. * Maintain records: Keep detailed records of calls and other information. * Monitor units: Track the status of police, fire, and ambulance units. * Use technology: Use a computer-aided dispatch (CAD) system to create and maintain records, monitor radio frequencies, and access information.

At RealPage, I was positioned as the Project Manager for certified documents and four other on-site products.I was entrusted with facilitating agile methodologies and team dynamics for efficient project delivery as a SaFE-accredited Scrum Master for an Engineering Team.Among my notable accomplishments, I:• Elevated adoption rates to over 100K in additional revenue per month in the first 3 months and to over 500K by the end of the year, triggering a 100% increase through coordination with the tier 2 support team, engineers, designers, and clients to spearhead and implement new workflows and features.• Improved communication/reporting and reduced the backlog from over 200 tickets to 30 over 6 months by eliminating the need for the Engineering Manager to oversee day-to-day operations and emergency releases due to the disconnect between QA and Engineering.• Expedited new leases and feature implementation from over 3 months to 10 days by gathering/reformatting information and reviewing backend coding, generating engineering tickets for the certified document, and producing release notes for the updates related to the certified document platform.• Decreased turnaround times on implementation and support requests by 15% and 50%, respectively, while enhancing the client's ability to self-implement through QA measures and new feature deployment with existing technology to generate a preview on the same page.• Pioneered development and design of four significant new site features for certified documents and online document software, demonstrating strong leadership and technical expertise.• Played a pivotal role in implementing 10 new document features in coordination with the Legal Team to enhance the product's functionality and legal compliance.

As Design Project Manager, I managed the weekly time, specifications, and costs of up to 12 design projects, conducted 20 weekly client-facing calls, managed change orders and budget discussions for ongoing projects, and ensured smooth project progression and resource optimization.Some of my contributions to the organization include:• Replaced Asana, reduced licensing costs, and enhanced client communications, allowing a design project manager to effectively maintain over 30 projects weekly by creating and implementing a new spreadsheet to track time, specifications, cost, and weekly call notes.• Identified and reduced the error rate from 25% to 2% over 6 months, liaising with Sales Manager to implement new workflows.• Boosted operational efficiency and project tracking accuracy by developing and implementing a quoting email tool, budget tracker, and an internal project tracking sheet.• Expedited the onboarding process for expert resources, reducing ramp-up time and improving resource allocation efficiency.• Refined Salesforce reporting and analytics for the expert network, optimizing data analysis and reporting capabilities for enhanced strategic decision-making.

As Project Manager, I coordinated with internal and external resources to ensure the successful implementation of bleeding-edge technology for property management, aligning various stakeholders and technologies. Moreover, I conducted thorough reviews and quality assurance of work done by the team to maintain the correct configuration of the platform across varied and complex web applications. Below listed are a few of my key achievements:• Streamlined client communication and engagement processes, leading to successful and timely project implementations and high client satisfaction rates.• Demonstrated exceptional follow-up skills post-implementation, ensuring sustained product adoption and addressing client concerns, contributing to long-term client retention and platform success.• Spearheaded implementation projects for the On-Site SaaS platform, including the onboarding and training of clients to ensure a smooth transition and effective utilization of the platform.• Drove the platform adoption, maintained engagement, and resolved issues by organizing weekly meetings/calls with clients.

At Campbell Office, I developed a comprehensive quality assurance workflow for Document Design, maintained reports and dashboards in JIRA and Excel, and established and maintained an Agile JIRA workflow, incorporating reporting hooks to monitor project health and progress.Following are some of my key accomplishments:• Expanded the team by hiring 15 additional members, reducing project turnaround time from 30 days to 2-10 days.• Played a pivotal role in leading a team that built a component of thecompany's responsively designed website, acclaimed as the best "mobile app"for Management Companies, highlighting innovation and excellence in design.• Implemented quick HTML code fixes live during client interactions to resolve escalation situations, showcasing technical proficiency and client-centric problem-solving skills.• Presented 1-3 quarterly goals in cross-company meetings, digitally and in person. Created a lasting impact by developing a workflow that continues to serve New York clients effectively while driving sustainability and adaptability in solutions.• Decreased turnaround times for project delivery by leading a team of 20 front-end engineers and quality assurance agents.• Transformed the document design team into a self-service unit, emphasizing customer support for self-sufficiency over resolving isolated issues. • Streamlined communications and inter-departmental collaborations by fostering engagements with company leadership.

As Document Design Expeditor, I led a team of document design expeditors, inspiring greater output and managing overtime effectively. Interpreted, predicted, and communicated client's workflow needs to front-end engineers while reviewing changes for client approval.Moreover, I troubleshot issues in HTML, CSS, and JavaScript, conducted daily scrums, facilitating team communication and project tracking, utilized Microsoft Office and PowerPoint to create comprehensive training documentation for the team, maintained a development environment and developed command aliases to enhance related workflows.Some key highlights associated with this job role include:• Developed the position to minimize client request turnaround times from 3 months to 2 weeks, significantly enhancing client satisfaction and operational efficiency.• Steered the team in debugging issues by meticulously checking error logs on the webpage, contributing to quickly identifying and resolving technical problems.• Designed a new workflow for the team in Salesforce by leveraging expert-level system management capabilities.• Mastered using JIRA and Confluence, innovating new boards and work organization methods to optimize team productivity.• Played a crucial role in the Software Development Life Cycle (SDLC), executing all points from requirement gathering to deployment/testing and client notification. • Acted as an integral member in developing and transitioning the team's workflow from Salesforce to JIRA, streamlining project management processes.

As Account Coordinator, I developed and maintained client relationships utilized advanced troubleshooting techniques, gained technical expertise in HTML and browser consoles to address complex issues, and worked within Salesforce to support clients and generate interdepartmental requests.A small section of my notable achievements include:• Achieved over 300 backend settings, enabling the customization of client's accounts to meet unique needs and preferences.• Elevated operational efficiency and client service quality by playing a pivotal role in workflow development and implementation.• Interpreted client's legal requirements to a highly technical team, facilitating the creation of new leasing documents meeting specific legal standards.• Demonstrated quick adaptability by mastering new workflows, including beta testing the most complex on-site workflow.

Track and develop customer support agents, monitor and report on performance, assist the Shift Supervisor in delivering on high service levels:- Oversee Agents and be accountable for the team/shift meeting SLA targets- Review/approve timecards, manage attendance- Effectively manage/create a cross-shift, cross-product schedule- Analysis of metrics for improvement; reporting of metrics to agents and management- Conduct 1:1 performance review meetings with agents regularly- Conduct team/group meetings daily and as needed- Maintain authoritative knowledge of product and service offerings- Handle difficult escalated conversations with customers- Manage collaboratively with Team and Shift Leads for consistent execution- Create/execute additional reporting/procedures as necessary

Helped train and grow the department from 12 to over 30 employees. Helped set up Angel (their call center software).Helped set up and maintain Parature (Email and Chat customer service software). Minor IT related duties such as getting computers up and running or troubleshooting issues in the department. Lead shifts when management was off site. Helped build a knowledge database for other CSR to use in response to repetitive inquiries. Assisted engineering in identifying and resolving bugs in the editor software. Created and a Scheduling program in Excel for in house use. Helped incorporate several different venues of in department communication.Assisted customers via phone, e-mail, and online chat. Took escalations and assisted other employees with tricky situations.Ran basic MySQL queries for reporting purposes.

Listened to and addressed customer complaints and concerns on behalf of the general managerAssisted customers day to dayAssisted in the upgrade of, understanding, and initial training of computer software and hardwareScheduled around 50 employees and managers on a weekly basisHandling money,which included the use of safes, cash registers, checks, and credit cardsHired new employeesScreened new employee applications and gave recommendations to the general managerResponsible for the accounting, time card, and general payroll for around 50 employees and managersRan 14 projectors on a day-to-day basisOrientation of new hires