As the City Manager I am responsible for the performance of our business and employees in the Charlotte Market.

I manage a team of 20+ individuals, in 14 business centers across 3 states. I oversee the daily operations and support the team in their day to day activities. Key areas of responsibility - - Appling customer feedback to develop process improvements and support long-term business needs.- Cross-training existing employees to maximize team agility and performance.- Reviewing performance data to monitor and measure productivity, goal progress and activity levels.- Devising, deploying and monitoring processes to boost long-term business success and increase profit levels.- Enforce internal policies to maintain efficiency and responsiveness to demands.- Establish operational objectives and work plans and delegate assignments to subordinate managers.- Perform full-cycle recruiting, including sourcing, interviewing, and hiring.- Handle client logistics and agreements and effectively scheduled appointments, tours, move-ins and move-outs.- Supervise employees and assess performances to determine training needs and define accurate plans for decreasing process lags.- Assume ownership over team productivity and managed work flow to meet or exceed quality service goals.- Suggest new procedure to persuade cancelling customers to stay with company.- Consistently managed 20+-person staff, effectively resolving issues.- Completed special projects by using effective decision making, critical thinking and time management skills.- Scheduled employees for shifts, taking into account customer traffic and employee strengths.- Introduced higher standards for customer service and increased efficiency by streamlining operations.- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.

As the Community Manager of Regus SouthPark, I oversee all of the business center operations of the largest Regus Center in the Charlotte Metro Area. In the last 12 months my team and I have increased the ebit of the center by 11.5% and increased the operating profit over 45%. We have done this by increasing client retention by building client relationships, and by upselling services. I have a team of two community associates that work under me to help me run the most profitable center. Key areas of responsibility •Lead by example creating a strong ethos of customer service throughout the team.•Drive customer retention through great service and focused customer engagement.•Maximise customer satisfaction results (NPS) through regular customer engagement and the highest levels of centre standards.•Responsible for your business centers P&L •Handle customer concerns, coordinating questions through to prompt resolution with the Global Service Centre (GSC) team on behalf of the customers.•Ensure my customers are invoiced accurately and payments are collected on time.•Hold regular community events in your centre.•Serve as the primary backup for the Area or General Manager including (as needed) conducting customer needs analysis meetings, and taking customers on tours.•Ensure that all daily service charges are captured and entered into the billing system on a daily basis.•Support new company initiatives, including the implementation of new tools and systems to improve efficiency.•Ensure that the centre is ‘show ready’ at all times.•Assist new clients upon move in with an advanced IT requests including but not limited to obtaining a Public or static IP address, setting up dedicated bandwidth, Opening Voice Gateways for client VOIP phone use. •Programming Phones via a PBX Nortel System.•Tracing Internet line with a line toner to ensure clients are hard wired.•Troubleshooting client IT issues

Managed two Regus locations.

Key Responsibilities:►Serves as a primary contact and resource for clients seeking information, assistance or recommendations; has a thorough understanding of all key services, products and amenities with the ability to deliver service in an exceptional and timely manner.►Leads the local team of CSR's in all aspects of daily center operations, scheduling, customer needs, and company initiatives.►Assists manager with touring prospects and brokers to showcase the center in an effort to increase the client base and increase sales revenue.►Contributes to the overall revenue of the center by identifying opportunities and actively up-selling/cross-selling Regus products and services.►Assists manager in producing referral business from a portfolio of local accounts, partnerships and neighboring businesses with a clear focus on generation of business revenue streams across all products.►Lead center team in delivering outstanding customer service in order to help drive great NPS and retain client base.►Acts as an extension of our clients by delivering mail, answering phones, sending packages, ordering supplies, troubleshooting basic technical issues, and ensuring our clients are able to concentrate on their work while managing their office needs.►Provides the image and service representative of a 5-star business center.►Demonstrates a true passion for customer service by proactively seeking ways to surprise and delight our clients and guests, always going above and beyond.►Proactively leverages marketing tools to drive local brand awareness: daily Craigslist postings, online directories, local networking events, and local association partnerships.►Manages the center billing and A/R process, ensuring P&L accuracy and that the billing process is followed. Ensures that all daily service charges are captured and billed appropriately.►With the assistance of the manager, supports hiring and training and development of new Team Members.

The Senior Customer Service Representative (SCSR) plays a key role in delivering the customer service expectations of our customers, prospects and vendors. In conjunction with the rest of the centre team, the SCSR ensures the customer experience is exceptional throughout the entire business centre. Ultimately, the actions and service provided by the SCSR are the catalyst for providing customers with a reason to come to Regus and the reasons to stay with Regus. Key Areas of ResponsibilitySupervision of CSRsSelling ServicesCustomer Service/AdministrationARCollectionsIT Set-up/trouble shootingTelecom Set-up• The SCSR becomes an extension of our customer’s team by delivering their mail, answering their phones, sending their packages, ordering their office supplies, booking their meeting rooms, preparing their meeting rooms, and ensuring that they are able to concentrate on their work, while we manage their office needs.

Key Areas of ResponsibilityCustomer Service/Administration *Act as a key point of contact for customers and visitors providing a professional and friendly service as well as delivering an exceptional first impression*Serve as a primary resource in assisting customers within the center; whether showing a customer to a meeting room, preparing their new office for move-in, troubleshooting basic technical issues, programming a phone, moving furniture to accommodate their office needs, providing a beverage or assisting with copies/administrative tasks*Provide a great environment for our customers by taking pride in continually keeping the center “show ready” by ensuring the business lounge, conference rooms, show offices and common areas are spotless and prepared for our next guests at all times*The CSR becomes an extension of our customer’s team by delivering their mail, answering their phones, sending their packages, ordering their office supplies, booking their meeting rooms, preparing their meeting rooms and ensuring that they are able to concentrate on their work, while we manage their office needs*Serve as a resource for customers seeking information, assistance or recommendations; a thorough understanding of all key services, products and amenities are critical in the ability to deliver service in an exceptional and timely manner*Demonstrate a true passion for customer service by proactively seeking ways to surprise and delight our customers and guests, always going above and beyond.Selling Services *Contribute to the overall revenue of the center by identifying opportunities and actively upselling/cross selling Regus products and services*Ensures that all daily service charges are captured and entered into the POS (billiling system) on a daily basis

I worked in the foundry as an Iron Grinder, Core maker, Core setter and Quality Assurance. I also operated a forklift. I was the only female employee in the union for the foundry at the time.