The Quality Assurance Department provides both internal and external customer service and support to apartment communities nationwide. Analyze and interpret customer-facing support data from cancellation reviews in order to diagnose customer cancellations for Sales Executives, Property and Leasing Managers, and Regional Directors from 27 markets. Research, develop, and implement creative solutions that improve customer retention, reduce company churn, and increase sales. Review incoming call records from apartment complexes to identify crucial customer service opportunities and targeted coaching strategies for leasing staff. Communicate directly with key decision-makers in the multifamily housing industry to gather feedback on available products and services in order to improve current market performance. • Co-developer of skilled task force that prevents clients from dropping subscription-based internet listing services for ApartmentGuide.com, Rent.com, Rentals.com, and LiveLovely.com. • Saved 1,267 clients from cancelling services, generating $5,667,937 in total contract savings. • Increased monthly billing of saved client accounts from $780,009 to $863,557 (10.7% increase).

As a Quality Assurance Specialist it is my job to support and educate our sales and service staff as to the reasons that we experience customer turnover. so that we might create an effective strategy to identify red flags on accounts and lower customer attrition.

Manage a team of Strategic Customer Success Representative that will interact with Rentpath’s Customer Success teams, sales teams and external B2B and B2C customers.

Oversee the day to day operations of the Quality Assurance Group. Responsible for leading a group of subject matter experts who provide client lead reporting, lead analysis, packaging and pricing options upon receipt of client drop notification to prevent customer attrition. Audit the delivery of lead analysis and lease matching results to educate clients on the effectiveness of their Rentpath advertising partnership and retain/increase existing revenue stream.

Acted as a single point of contact for customer service needs for properties under Strategic Accounts with Apartment Guide and Rent.com. My responsibilities included:-Maintaining a close working relationship with regional and marketing staff for updates to Apartment Guide and Rent.com listings-Building rapport with property managers and leasing representatives-Ensuring accurate and timely product fulfillment-Conducting webinars and impromptu training sessions for clients seeking additional knowledge on Apartment Guide products and services-Offering training and assistance to new hires and current Concierge representatives on products, services and systems

Provided floor presence and responded to associate questions. Available for employees that experience work problems to provide appropriate counseling, coaching, direction, and resolution.• Provided Consistent monitoring and coaching of associates. Delivered feedback and tips to team of 15 associates to help meet goals based on findings. • Managed and tracked associates’ Key Performance Indicators such as after-call work, quality, average handle time• Created initiatives to increase motivation and excitement to improve team performance and moral.• Worked closely with Operations Manger to assist with implementation of call center strategies and tactics.

Sold products and services to current consumers Actively solicit new customer through inside sales, outside events and outbound marketing efforts Guided new customers through the purchasing decision and activation process and educate them about their new product and/or service Solicit businesses for Merchant Services processing Called on assigned accounts to maintain existing bankcard processing relationships Assured the profitable pricing of Merchant Relationships Met established bankcard and POS goals Prepared weekly and monthly sales reports as needed Remained knowledgeable in all phases of Merchant training and operations processes

Assisted with team coverage in the absence of senior management• Reported to and supported the Managing Director of Customer Activation; with shared support responsibilities to a team of 25-30 sales associates.• Call potential customers to drive sales opportunities by explaining and selling products. Contact customers/members with expiring contracts and offers to extend.• Liaison between sales, operations, marketing, and various other internal external departments. • Extensive contact with internal departments and major external key clients. • Effectively communicated to peers and subordinates; listening feedback in an effort to provide top quality and performance• Ability to negotiate contract fees and rates, such as; balance transfers, late fees and over the limit fees• Provided information on programs and services to employers, clients and the general public

• Preparing job posting, sourcing and screening resumes, applicant tracking, slate management, interview scheduling, participation in interviews and managing debrief sessions with interview team for final candidate selection, offer compliance & processing and related paper work as required.• Coordinate completeness of all staffing related forms, processes and on boarding including tracking, organizing and filing efficiently.• Process management and oversight of staffing process ensuring compliance with client requirements. • Focal point for the using managers and HR base.• Attend and contribute to client meetings as required.• Direct support of HR Department for internal/external reporting and communication needs.• Special projects and other duties as assigned