● Led the Customer Experience department for over 2,800 residents, implementing new workflows that reduced unresponded resident contacts from 30-40% to under 10% month-to-month, enhancing overall engagement and satisfaction.● Developed an onboarding and professional development program, enhancing team integration and skill advancement.● Served as the primary escalation point for complex resident issues, ensuring resolution within regulatory and policy standards.● Managed community-wide communications on policy changes and operational updates, prioritizing clarity and compliance.● Collaborated with cross-functional teams including park managers and legal counsel to align community strategies.● Prepared data-driven reports on resident engagement and service outcomes, informing executivedecision-making.● Built strong resident relationships, utilizing proactive communication to foster engagement and community trust

● Established performance metrics to assess and improve operational efficiency across the organization.● Led the hiring and training of a new Customer Experience Team, fostering a collaborative environment that enhanced team performance and increased both contractor and customer satisfaction.● Communicated new policies effectively to maintain morale and ensure smooth transitions during major organizational changes.● Enhanced customer engagement and brand image by managing the recruiting and oversight of website designers and SEO professionals, leading targeted marketing initiatives aligned with operational goals to optimize the company’s online presence.● Oversaw budgeting and cost controls, consistently meeting financial objectives through strategic planning and resource management..

● Managed daily operations for a team of 15-30 Web Advisors, both in-office and remote, ensuring high levels of customer satisfaction and consistently exceeding key performance benchmarks.● Analyzed and generated detailed KPI reports on team performance and staffing, identifying areas for improvement and implementing solutions that boosted efficiency by 20%.● Reduced escalation rates from 25% to below 5% over two years through proactive issue resolution strategies and enhanced training programs.● Achieved a Customer Satisfaction Score (CSAT) consistently between 4.93 and 4.95 on a scale of 1-5, surpassing the target goal of 4.85, reflecting a commitment to high-quality customer service.● Enhanced customer satisfaction by using data-driven insights to optimize staffing levels, resulting in a consistent achievement of sales benchmarks.● Leveraged tools such as Salesforce for effective process improvement, team management, and goal-setting, contributing to a 25% increase in team productivity