My Experiences, Philosophies, & Opinion
Residential Property Management
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Customer Care & Client Advocacy
Important Points: My experience is centered around the many different aspects of customer care including working in, managing and designing high volume telephone customer service/call centers, managing accounts, successfully running my own business, residential property management, and nearly 10 years in various capacities at a 5 star business hotel. I enjoy inbound environments: taking calls, repetitive tasks, evaluating solutions, and the immediate gratification of resolving issues. I am a very creative problem solver, confident in taking on new tasks, and comfortable working both "on the front line" or "in the back office".
Contact Center Experience: Hands on experience in designing, developing, maintaining layouts, facilities, infrastructure of multi-level technical/customer support help desks & call centers.
Experience
Accomplishments and Achievements
- Xerox; “Leadership through Quality” Certification and training.
- Interpersonal Technology Group, “A.C.T.I.O.N. Management Training” Certification.
- Dunn and Bradstreet; “Excellence in Client Service” Award
- Microcenter Institute, “Microsoft Windows Service and Support Strategies” Certification.
- Compumaster Institute, “PC installation and upgrade”; “Advanced PC hardware maintenance & support” Certification.
- Gartner Bronze Award, ”Call Center Intranet and Database development”.
- SC MertoED, “Property Management” Certification.
- California Apartment Manager Association, “CCRM Certification." (California Certified Residential Manager
- Associated Bodyworkers & Massage Professionals. Professional Member - (ID#: 822900) Insured with $9,000,000 annually coverage
- Renoir Staffing - 2 Times Employee Of the Month
High Quality
Service and Support Experience
- Managed overall operation, evolved policies and procedures, pricing, increases, and upgrades for a 143 unit residential property - Heritage Village Apartments
- Provided consulting services in Hands on situations developing the clients infrastructure, internet presence and customer care environments. – Heritage Village Realty Management; Paradigm Home Loans; Priority One Funding
- Provided sales and telecom hardware consulting to general and corporate call center accounts consistently maintaining the highest departmental dollar per call sales average. –Hello Direct Inc
- Responsible for the deployment and continued pre and post sales training, support, and improvement of three software applications for major clients such as MTS, Dell Canada, AT&T, Victoria’s Secret and Citibank. –NewChannel Inc
- Supported 300+ local Windows95, Windows98, Outlook98, Office98 users and provided telephone support for 12 additional regional offices. – Garner Group/DataQuest Inc
- Managed service levels, billing, contracts, and all other Act Mgmt functions for companies including Visa, Citibank, Stanford and the County of Santa Clara. Providing 4-48 Hr turnaround of confidential or financial data to Microfiche, High Speed Print, CD, and Data storage. -First Image Management Company
- Supervised various hospitality environments: 5star Hotel Dinning Room, Night Club Floor, Convenience Store Graveyard Shift, Slot & Casino Gaming. -Red Lion Hotels; Winners Corner, Inc
Creativity
- Contact Center Design & Development
- Re-engineered the existing support services infrastructure, created service levels and then provided those levels of support to an existing 17M+ active user base. - Commtouch Software
- Deployed US 24-hour 16 language international ISP telephone, email, monitoring support service center in conjunction with Israeli counterpart. –Comtouch Software
- Designed facilities, telecom, written training material and internal processes for a support center of 20 to 50 agents answering phone and email inquiries supporting email solutions for Microsoft’s bCentral small business enterprise. – Comtouch Software
- Supervised a high volume inbound internet and telephone Call Center environment, primarily providing client services to the Western U.S. and Asia-Pacific Regions. – Gartner Group/DataQuest Inc
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Massage Therapy
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Free Property Assessment
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