• Manage day-to-day operations of a world-class customer care team• Work with the HR Team to manage the hiring and onboarding of new team members• Continuously develop team members to find future leaders and successors within the team• Manage Customer Care Platforms as an administrator (CRM, Contact Center Software, etc)• Set goals for performance and deadlines in ways that comply with the company’s plans and vision and communicate them to employees* Address disciplinary… Show more • Manage day-to-day operations of a world-class customer care team• Work with the HR Team to manage the hiring and onboarding of new team members• Continuously develop team members to find future leaders and successors within the team• Manage Customer Care Platforms as an administrator (CRM, Contact Center Software, etc)• Set goals for performance and deadlines in ways that comply with the company’s plans and vision and communicate them to employees* Address disciplinary and/or performance problems according to company policy. Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as needed• Review, change and improve processes where necessary to facilitate continuous departmental improvement in line with enhancing customer experience and organizational efficiency• Organize workflow and ensure that team members understand their duties or delegated tasks• Monitor productivity and provide constructive feedback and coaching • Be the voice of the department and build relationships with Smashtech’s key stakeholders• Manage delivery and coaching opportunities in performance reports/monthly scorecards• Lead team meetings and one on one meetings• Be active in leadership workshops and seminars• Identify and develop potential successors and future leaders in the department• Drive Customer Satisfaction through our Customer Service model: • Recruit, develop and coach experienced leaders and staff for each functional role• Determine staffing strategy, candidates, and selection process• Attract high potential individual contributors into the team• Create rapid onboarding process for new team members• Foster collaboration within the team and across the customer lifecycle• Encourage continuous learning within the team Show less

As the supervisor of Smashtech’s Customer Experience Team, I was responsible for developing employee productivity and providing constructive feedback and coaching.Set goals for performance and deadlines in ways that comply with the company’s plans and vision.Available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution. Assisted the manager with the daily operation of the call center including the… Show more As the supervisor of Smashtech’s Customer Experience Team, I was responsible for developing employee productivity and providing constructive feedback and coaching.Set goals for performance and deadlines in ways that comply with the company’s plans and vision.Available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution. Assisted the manager with the daily operation of the call center including the development, analyses, and implementation of staffing, training, scheduling, and reward/recognition programs. Show less

Thrived in resolving daily escalated issues promptly and professionally for the Inside Sales and Customer Care teams. Provided continual evaluation of processes and procedures for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.Created and maintained training material for Inside Sales and Customer Care.Scheduled and conducted training for all new hires for Inside Sales and Customer Care.

Consistently ranked first in total interactions handled.Efficiently processed incoming customer contacts through social media, email, and phone. Strived for the “one contact resolution” goal to eliminate the need for follow-up. Solved customer concerns, provide appropriate solutions and alternatives within time constraints, and follow up to ensure resolution.

Supervised a staff group of four Resident Managers totaling 252 units. Monthly inspections of satellite complexes for recommended alterations and maintenance. Resolved employee complaints and issues between employees.Conducted employee reviews after the 90-day probation period. Assisted with creating training programs for new policies and procedures. Dealt with tenant complaints unresolved at Resident Manager level.Audited all paperwork completed by Resident Managers… Show more Supervised a staff group of four Resident Managers totaling 252 units. Monthly inspections of satellite complexes for recommended alterations and maintenance. Resolved employee complaints and issues between employees.Conducted employee reviews after the 90-day probation period. Assisted with creating training programs for new policies and procedures. Dealt with tenant complaints unresolved at Resident Manager level.Audited all paperwork completed by Resident Managers prior to properly filing it in the corporate location. Met with clients for an overview of finances and vacancy rates on a monthly basis Show less

Relationship management with tenants, vendors, and contractors for 109 units. Prequalified tenants to ensure they were a fit for any upcoming vacancies. Documented all communication and interactions with tenants while keeping all files up to date.Responsible for advertising and renting all vacant units with strict deadlines.