Customer Service Manager

Management of commercial and residential property to ensure deliverance of owner goals. Overseeing work order completion weighing in-house vs external vendors, depending on the scope of work.Conducting quarterly inspections to ensure leases were being followed. Assisting tenants with move-outs and move-ins with tenancy. Meet with prospective owners of properties to pitch property management services. Using software and platforms such as Google Suites and AppFolio.

Enhanced and grew relationships with landlords and developers in both Savannah, GA and Atlanta, GA. Oversaw vendor management along with driving maintenance efficiencies within the building and tenant premises by analyzing data and research. Scheduled and oversaw quarterly maintenance needs, refreshes, and renovations. Supervised logistics with the help of procurement and action implementation of new FF&E. Regularly assisted the Operations Manager with on-call duties which included responding to guests, staff, and assisting with generic operational issues. Used software and platforms such as Asana, Slack, Tableau, Snowflake, Metabase, Salesforce, and Google Suites.

Oversaw day-to-day operations of the Savannah, GA market, a start-up tech-enabled hospitality company that manages short-term rentals. Managed seven buildings, a total of sixty-three (63) units across seven buildings. Continuously improved efficiency and created policies to drive results. Responsibilities include working closely with vendors, overseeing housekeeping, laundry, guest-facing staff, onboarding new units, guest service recovery, and inventory. Supervised several direct reports. Used skills learned in the Savannah market to assist with task force work in different markets including Palm Springs,CA and New Orleans, LA.

Oversaw day-to-day front desk responsibilities. Drove scores in areas that needed improvement based on guest surveys. Ensured excellent guest service by coaching and holding front desk agents, leads, and supervisors accountable. Acted as Wellness Champion leading the site for Marriott wellness challenges to drive weight loss and healthy living.

Assisted different departments with covering shifts to assist in delivering guest experiences and ensuring resort operations succeed. Departments include Bike Rentals, Activities, Front Desk, Safety and Security, and spearheaded Guest relations care walk initiative (Cold knocking on doors and calling guests to ensure all guest needs were satisfied).