Darika Nicholas Email & Phone Number

To say I’m a people person is an understatement. I’ve felt a spark of energy from conversations with other people since I was a youngster. As I grew older, I found myself helping people solve the problems they shared during our conversations. As you can see, a career in customer support was a natural fit for me. My leadership role at a large real estate company definitely keeps me on my toes and I interact with dozens of clients with various needs on a daily basis, but I thrive in this type of environment. I thrive because I truly enjoy providing end-to-end customer support. Customer satisfaction begins with the first touch-point, so I coach the sales team to use our CRM to track incoming leads, and suggest a product solution that best fits their needs. We’re in constant communication to ensure a seamless transition from sales to product demos, and measure our success accordingly. Our KPIs are based on nurturing leads, follow-up tasks, and tour resolutions; and we consistently exceed the metric expectations. After the product demo, if the client decided to move forward, we begin the onboarding process. I liaise with the maintenance team to ensure they’ve maximized value for the client; every unit undergoes a meticulous review process. During onboarding, I provide keys to the client, ensure that the service team provides an informative move-in orientation, and respond to client questions. We have a detailed onboarding process and I’ve seen it result in reduced risks when clients move into their units. This process eliminates disgruntled clients and helps decrease the likelihood that the client will request the 30-day money-back guarantee if they decide to move out. My efforts led the team to a 92% success rate. Customer retention is equally as important as implementation, and one of my strongest retention strategies is competitive pricing that provides value to both the company and the client. I leverage market data to inform pricing strategy and use it to negotiate account renewals with senior leadership. In 2020 amidst a depressed rental market, my work drove a 60% year-over-year growth by securing 71 clients. My work was an integral part of the property’s ability to recover during the pandemic. I have a big job, but I experience an overwhelming sense of fulfillment when I see satisfied and happy clients. It’s the best! I’m excited to connect with other people in customer and client success roles, please send me a connection request, and let’s chat!

Listed skills include Tourism, Customer Satisfaction, Customer Service, Hospitality Management, and 7 others.

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  Monroe University

  Hospitality Administration/Management