Customer Service Professional

Lead a team of leasing specialists in a rapidly growing portfolio reaching over 16,000 houses. Resolve escalations with urgency to ensure tenant retention and satisfaction. Perform property walks and market analysis to decrease vacancy. Collaborate with Revenue Managers to price properties accurately and competitively. Analyze daily reports and dashboards to identify and create leasing opportunities. Work closely with the Leasing Director and other departments to meet and surpass leasing goals. Process payroll and monthly commissions.
Maintain occupancy rate over 94% by performing frequent marketing audits, promoting lease specials in certain communities and identifying lead opportunities.
Revamp lead management process through one on one training, team meetings, dashboard management and
implementing new software.

upport the property management department and increase tenant satisfaction for a portfolio of over 40 buildings. Act as the first point of contact with tenants. Dispatch and manage tenant work orders. Send detailed reports of tenant bill backs, work order completion status, tenant satisfaction ratings, etc. Improve and manage both physical and electronic file management systems. Heavy calendar management and database entry. Manage tenant and vendor contact lists among other live documents. Draft and send legal letters to tenants. Assist with financial operations as assigned. Perform miscellaneous administrative tasks. Schedule and document building inspections. Schedule and track all inspections using Building Engines software. Process payroll. Research and recommend vendors for bidding.

Onboard 90% of tenants to use online work order system, therefore decreasing heavy phone volume.
Streamlined property management process by creating multiple templates used for building inspections, uploading and collecting all building equipment and tracking compliance through Building Engines.

Helped manage day-to-day operations of East River Plaza, a 1M square foot retail space and 1250-space parking facility with 13 tenants including Target, Costco, and PetSmart. Used leadership and detail-orientation to cultivate tenant relationships, maintain safety, manage work order requests, generate accounting reports, and submit accident and personal injury claims.

Improved work order completion time 25% by logging and restocking tools and supplies for common work requests.
Negotiated maintenance contract savings of 10% across the board through bid leveling and itemizing scope of work to fit the needs of a retail mall.
Decreased escalator shutdowns 30% and eliminated escalator cart accidents by posting a guard on each floor.
Boosted mall safety by building a relationship with the NYPD and the Community Board to secure police detail during the holidays, evenings, and weekends. The full program took 3 years to initiate.
Improved mall security by developing security guard processes and procedures, training, and scripted action plans.
Enhanced loading dock delivery speed and security by creating an ID system and approved vendor list.