Rebeka A. Email & Phone Number

New York City Metropolitan Area

• Managed onboarding and offboarding processes, ensuring seamless transitions for teams.• Monitored performance and QA to maintain high standards of service delivery.• Helped resolve IT/tech issues promptly to minimize operational disruptions.

New York City Metropolitan Area

In my role as a Customer Success Manager at TheGuarantors, I handled team escalations, improved NPS / CS scores, and ensured team coverage through effective scheduling. I also wrote SOPs and training materials to drive continuous improvement in team performance.

New York, United States

General Role Purpose:- Finding ways to automate and streamline company processes. Then training peers on these updates. - Writing, updating and maintaining cross-functional SOPs to ensure “source of truth” and maximize efficiency. Transition into New Role (~3 months):- Optimized BPO management through reporting and trained Member Support to take over my team.- Scaled BPO agents into management and higher tier support to assist with escalations.- Created and reviewed new training and QA rollouts.Daily / Quarterly Responsibilities:- Fielded internal requests to fix bugs / errors as well as other larger scale project requests.- Onboarding and offboarding for employees and buildings.- Reported + fixed account discrepancies in SFDC and Yardi.-Continued to build projects to help get the most help out of our BPO / 24/7 emergency line. Found new ways to leverage this team while mitigating emergencies.SFDC Field Service App Trial / West Coast Roll Out:- Customized app with our developer to better manage our maintenance team without having to be on site.- Wrote all training materials and trained techs and dispatchers. All repair and scheduling QA.- Daily syncs with developer to launch updates and fix bugs.- Held weekly office hours to improve training and troubleshoot issues.- Maintained roadmap, updates and customized reporting for stakeholders through various channels.Maintenance:- Learned new systems / tech for newly acquired buildings.- Quarterly + emergency lock updates for the various systems across the company’s different buildings. - Detailed reports to help the team measure performance, (SFDC reports, periscope, Air Table, etc.)

New York, New York

BPO:- Oversaw our Business Process Outsourcing team in Manila to support our company’s exponential growth. - Hired, trained, and managed QA for outsourced agents for tier one and emergency line support. Used their performance to find ways to simplify and improve training materials and Member Support onboarding process. Other Responsibilities:- Created, documented, and improved cross-functional processes in close collaboration with other teams- Maintained Calendly, Talkdesk, and other systems for Member Support and Property Services team.- Provided detailed reports to help the team measure performance, (SFDC reports, Periscope, Air Table, etc.)- Trained teams on new building access systems (lock, intercom, package, etc.)- Managed replacement item fulfillment and expenses to maintain the quality of our open homes

- Customer escalations and internal requests- Wrote and maintained SOPs for property emergencies.- Hired, trained, and mentored support specialists- Weekly QA using custom rubric + biweekly meetings to monitor improvement- Created and maintained member help center, Zendesk macros, and Salesforce templates. - Assisted with transition from Zendesk to SFDC.

Greater New York City Area

- Supported members via slack, phone, email, and Zendesk- Member onboarding and offboarding tasks- Streamlined and monitored replacement item fulfillment and team-wide expenses

Brooklyn, New York

- Supported members in person, via slack, phone, email, and Freshdesk- Facilitated building tours, move ins / outs, and weekly events- Flagged repairs, labeled packages, and assisted with lockouts

Times Square, New York

- Corporate Client Liaison (Viacom, NFL, NHL, Valentino, Tory Burch, etc.)- Management: ordering/ returning parts, contact with suppliers, inventory, new service and product initiatives. Implemented Square POS system.- CSM/ CSR: front desk, phone, email, invoices, management of technicians in multiple locations. Increased positive Yelp reviews.

Bronx, New York

- Designed and implemented after school Theatre curriculum- Produced rehearsal notes, and assisted with wardrobe- Improved students’ communication and performance skills

Brooklyn

- Set up/ broke down space- Attended to actors- Ushered- Ran Music cues during performance- Attended to guests during a fantastic Cel-Ray Toast

Greater New York City Area

I assisted in the City College Theatre Department's production of "Dandy Dick" by Arthur Wing Pinero.

Greater New York City Area

"Dinner and Sex Upstairs"Written by Gregory Paul Thomas The show was a success! We raised enough money via Indiegogo to produce the show. All of our goals were met. We are in the process of sending out our Indiegogo perks.• Held auditions and cast the show.• Booked ATA's Beckett theater for tech week and 4 performances.• Raised over $4000 via Indiegogo campaign.• Scheduled actors, led warm-ups, and edited script.• Costume Design• Set Design• Sound Design

Greater New York City Area

• Scheduled actors, led warm-ups, and distributed scripts.• Operated soundboard, projector, and fog machine.• Maintained costumes, set, and props.• Circulated Indiegogo campaign, and press release.• Established successful connections with three charities.

Greater New York City Area

• Aided students in developing research and study skills. • Helped create solid theses and final drafts.

Greater New York City Area

• Created, maintained, and altered garments and props.• Organized costume racks and the prop room.

Greater New York City Area

• Facilitated friendly and professional customer interactions.• Verified that merchandising standards were upheld.

Greater New York City Area

• Escorted children to their activities in a safe and timely manner.• Supported teachers, encouraged students, and distributed materials.

Greater New York City Area

• Escorted children to their activities in a safe and timely manner.• Supported teachers, encouraged students, and distributed materials.

Bachelor Of Arts (B.A.), Theatre/Theater

Activities and Societies: Work Study: Costume Design, Work Study: Set Design, Theatre Club, I Heart Theatre, Summer Work Study: Wardrobe.

High School

Activities and Societies: ABC Program, La Sociedad, The Student Cultural Alliance, Transitions, Gay Straight Alliance.

Education record

Activities and Societies: St. John's Cathedral Poetry Wall, Club Soccer.