• Available to both internal and external customers in addition to performing theduties of core classifications.• Assist team members in resolving customer problems and promoting employee empowerment, coaching, feedback, and management input.• As a second-tier escalation path for customer issues and internal resources for reservation leads.• Handle Global Services, Premier, International, and Domestic calls as assigned.• Encourage goal achievement and accountability at the front line, as well as provide instruction and training to employees at the same level or below.• Develop and maintain subject matter expertise in all product aspects including policies and procedures, and optimization initiatives.• Understand the current business processes and define future state processes.• Communicate effectively with internal and external partners. Proactively identifies interdependencies and risks.• Ensure that new hires/peers are successful in training and knowledge of policies/procedures to driveexcellent customer service practice.• Leverage customer and employee insights to make empowerment, customer-centric decisions.• Excellent written and verbal communication skills.• Ability to grow as a subject matter expert.• Competency in Microsoft applications including Word, Excel, and Outlook.• A track record of following through on commitments.• Strong organizational and time leadership skills.• Strong working knowledge of customer and employee service flows.• Strong project management and problem-resolution skills.• Ability to adapt to changing business environment and priorities.

• Managed multiple properties ranging from 121 to 128 rental units per property.• Collected rents, process proper paperwork for evictions, non-payment of rent, non-compliance, new tenants, 30-day notices, and tenant logs.• Represented the Company at court sessions in regard to evictions.• Deposited funds into the Corporate banking account.• Wrote work orders for maintenance repairs.• Conducted Utilities inspections to ensure proper function.• Directed sales and marketing plans to maximize rental income and increase occupancy rates.• Maintained accurate records of all correspondence with and from tenants.• Compiled and conveyed all operational and financial data to regional manager.• Reviewed all leases to guarantee proper level of service for tenants.• Maintained tenant relations with regular tenant visits, emails and phone calls.• Notified property manager/owner when change in existing tenants’ circumstances might affect continued eligibility.• Completed documents for outside agencies such as landlord references and employment verifications.• Enhanced event space quality by partnering with vendors, construction crews and contractors to complete maintenance and repairs.• Conducted apartment tours for potential tenants and answered any questions.• Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends.• Reviewed completed applications and assessed household information against file history and program regulations.• Contacted tenants to collect overdue rent or to discuss other important issues.• Managed overall tenant relations, including promoting tenant satisfaction and streamlining services delivery.• Created and updated marketing materials for department programs and properties.

• Trained new employees on work orders and data processes to promote efficiency and productivity team wide.• Effectively communicates with the National Call Center Manager/Immediate Supervisor(s) concerning any resident/employee concerns, comments and needs.• Attends monthly call monitoring with Quality Assurance Supervisor to measure performance as directed by the National Call Center Manager.• Maintains open communication with National Call Center Manager/Immediate Supervisor(s).• Participates in dispatch schedule to ensure all messages from answering service are responded to correctly and entered in a timely manner.• Acts as a conduit for maintenance requests that have errors/concerns and ensures they are brought to the attention of the National Call Center Manager to ensure the proper resolution/review.• Maintains a service level of 70% or higher when answering calls within 30 seconds or less.• Maintains an average of 5% total calls as compared to all weekly answered calls.• Assists immediate Supervisor with updating and maintaining daily the HOT Items Board and binder.• Contact the applicable public service response organization (fire department, police, EMS, etc.) in the case of emergency (fire, criminal activity, death, severe water damage, or other major catastrophes) and National Call Center Manager. Follows applicable emergency procedures.• Assists National Call Center Manager/Supervisor(s) / Team Lead with special projects as needed.• Participates in monthly call coaching goals as outlined by the QA Supervisor and Supervisor/ Team Lead.• Participates in monthly and any “as needed” training workshops as directed by the National Call Center Manager / Training Supervisor.• Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Google, Gmail, call center software and other company-related systems).

• Oversaw and managed all areas of the front desk.• Oversaw and managed all areas of the rooftop happy hour, including Food & Beverage Operations, Profit Loss on Pour Cost and maintaining a pour cost of 17-23%.• Managed customer complaints and rectified issues to complete satisfaction.• Provided concierge services for guests as needed. • Arranged special accommodations for guests to maintain optimal satisfaction.• Set and optimized employee schedules to secure proper coverage for all shifts.• Supervised front desk operations to ensure that all guests received superior customer service from hotel staff.• Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency. • Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.• Developed lasting relationships with guests that built loyalty and drove hotel revenue. • Corrected guest issues in a timely and professional manner with knowledgeable and friendly service. • Trained front office personnel in fire, life, and other emergency procedures. • Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety. • Handled payment processing duties and provided customers with receipts and proper bills and change. • Monitored reservations to track incoming parties and special events.• Maintaining 3rd Party OTA’s Individual websites on room availability and cost.• Create Bids for government contracts.

• Managed a tow company and auto repair shop.• Handled all aspects and areas of Auto Club of Southern California contracts as well as PD, Sheriffs and CHP contracts.• Managed all areas of towing, auto repair shop and vehicle storage/impound lot.• Completed quarterly employee performance evaluations to identify deficiencies and recommend improvement strategies.• Automated office operations to manage client correspondence, record tracking and data communications. • Evaluated and identified ineffective workflow processes, implements solutions to improve productivity and personnel performance.• Maintained impeccable office organization to support efficiency, professionalism and performance objectives. Oversaw office financial management, including AP/AR and payroll administration.• Trained and mentored administrative staff members as well as Tow Truck Drivers in company policies, daily task execution and industry best practices

• Work directly with 350 independent contract stations facilitating service delivery to members.• Process both inbound and outbound calls from members and independent contract stations within a fast-paced call center environment.• Exceed member expectations by demonstrating concern for member safety.• Keep members informed of the status and progress of their requests utilizing various internal dispatching applications. • Effectively diffuse high-tension situations.• A passion for helping people and exceeding their expectations.• The confidence, job knowledge, and ability to utilize available resources to provide excellent member service. • Ability to succeed in a structured, goal-oriented environment• Commitment to completing the entire six-weeks of the training schedule without interruption.• Dispatch experience within a high-volume environment. Excellent written/verbal/computer skills.• Successful completion of Auto Club pre-employment assessments, background and drug screenings.• Coordinated dispatchers schedules to ensure no calls were missed.• Optimized project completion time by troubleshooting after-hour emergencies for immediate repair.• Handled emergency phone calls calmly and obtained pertinent information with composed approach.