Key Process Partners is a consulting company based in Howard County, Maryland, that helps businesses nationwide with their processes--supporting them in reaching their growth and profitability goals. In the Recruiter role, I assist with placing candidates for various corporate positions in the service industry. My duties include: - Conducting full-cycle recruiting for multiple roles- Completing candidate packages (summary package of candidate including resume, interview notes, commentary, etc.) for clients- Creating interview questions for phone interviews, virtual interviews, and in-person interviews to assess candidate fit for a role-Using the ATS and ApplicantPro to track candidate applications and communicate with applicants

Selected to lead a new company division focused on improving customer and client operations and their experience through the medium of email, chat system and phone calls. Developed internal training materials and processes focused on customer service techniques and created team performance metrics and KPIs. Identified key areas for improvement and efficiencies and thus selected and implemented new phone system and processes, leading to a 30% increase in answered calls. I monitored customer service trends and implemented a review and messaging chat platform, resulting in a streamlined customer service experience and a 25% reduction in call handle time. I trained, managed, and oversaw the schedule and operations of a team of 3 resident service agents, resulting in a 40% decrease in customer complaints and a 35% increase in productivity. Responsible for hiring, onboarding and offboarding members of the resident services team.

In this role, I oversee and work with the entire Client Experience team to anticipate client and customer needs, advise clients of best practices, DC tenant laws, and facilitate negotiations appropriately. I am involved in the lease renewal process and I advise clients on pricing & negotiations in accordance with market trends, clients’ best interests, and industry best practices. I provide individual consultation with clients to review and/or implement strategic lease negotiations, and create personalized market analysis for re-listing their homes. I established and maintained positive rapport with owners and residents for 600 homes while being their primary point of contact, resulting in a 10% increase in lease renewals and a 15% improvement in tenant satisfaction scores.

Roost DC is a boutique property management company focused on condo associations and cooperatives throughout the District of Columbia. As a Client Experience Manager, I was responsible for overseeing both the day to day and large-scale projects for 25% of overall company portfolio of operationally advanced condominium buildings located throughout the Washington metropolitan area.My responsibilities included: - Managed daily operations, maintenance, governance, administration and financials of a portfolio containing mixed-use Condominium Associations and Cooperatives- Collaborated with Board of Directors to address operational and financial matters and to develop and achieve community goals and objectives + development of annual budget - Managed all routine maintenance and emergency response services + procure contract proposals and bids from vendors- Worked closely with project management team to oversee and facilitate capital improvement projects as well and financial planning for projects-Established strong collaborative and proactive relationships with Board members and residents-Attended and led Board of Directors' annual meetings for entire portfolio of buildings- Responded to and assisted in all resident correspondence via email, phone, and Appfolio work order system

Served as a liaison between families, schools, services and other contacts to empower families to implement systemic change in DC education. Established and maintained cooperative relationships with representatives of communities, families and educators.

• Supported the education department in maintaining services for local groups and Humanist Society endorsees. • Supported the growth and development of over 200 affiliated groups by promoting chapter events and highlighting accomplishments via social media, consulting on organizational structure and strategic planning, awarding in-house grants, and assisting with IRS non-profit filing status. • Expanded and enhanced the Humanist Society's celebrant and chaplain program by streamlining the endorsement process, reviewing applications, conducting interviews and contacting references.• Served as primary contact for the celebrant community and supported them with quarterly teleconferences and the establishment of a mentor program.• Staff writer for thehumanist.com, an e-zine focused on news, politics, science, and culture from a humanist perspective.

• Served as liaison for 100 grantees.• Assisted Executive Director with grants management.• Collaborated with Executive Director to redefine program area and direction of foundation, to narrow focus and better define mission.• Researched the history of grant making over the prior twenty years, and presented findings to the Board of Directors.

• Provided individual instruction and tutoring to 100 English as a Second Language adult learners; 40% of beginner level students advanced to intermediate level after six months of instruction.• Created database for intake process to improve community outreach and increase number of students served.• Organized "Triad Reading Day"- a book drive a community-wide event to promote literacy; collected more than 500 books.