Customer Service Manager
Resume:
Carlos Martin Perez
**-** **** ***., ***. #*R, Woodside, NY 11377
*****.************@*****.*** 347-***-****
Executive Profile
An effective and tested leader with a strong commitment to quality customer service, results driven decision-making and organizational efficiency. Hands-on leadership while demonstrating excellent analytical, communication and organizational skills. A high level of computer proficiency in Microsoft Office and various databases and a penchant for developing creative processes to improve individual and team performance.
Work Experience
StuyTown Property Services at PCV/ST, New York, NY September 2015 – December 2017
Sr. Manager, Resident Relations
oSupervised the Resident Services, New Resident Liaison and Dispatch teams of 25-30 employees to optimize request resolution and customer/client satisfaction.
oMentored and coached other managers within the Resident Relations Department.
oImplemented customer service standards and established company-wide call scoring protocols and feedback.
oImplemented Resident Compliance protocol, ensuring compliance of all 11,000+ units within a two year period.
oImplemented Apartment Takeover protocol, using a customizable scope to allow all 2017 vacant apartment turns be performed over $1 million under budget.
oResponsible for interviewing and recruiting new hires for entire Resident Relations staff of 40, including 6 managers across 6 sub departments.
oDesigned a “Communication in Leadership” lesson plan, used to educate all employees participating in Leadership development program.
oManaged the implementation of resident chat and texting applications, allowing for multiple forms of contact with Management, resulting in an increase of resolutions to residents by 23%.
oRestructured the Resident Relations department including 6 sub departments, increasing departmental KPI’s from 64% to 94% over a 2 year period.
oResolved escalated resident concerns/requests on behalf of the General Manager/CEO.
oImplemented a new escalation process to emphasize company focus on resident satisfaction, eliminating property management team and developing two distinct departments (Resident Relations & Environmental Services) improving overall efficiency of organization.
oDeveloped reports for departmental KPI’s, explained budget variances to General Manager, COO and CFO on a daily and monthly basis, respectively.
oImplemented performance metrics across all teams, allowing for month-to-month performance analysis
oDrafted yearly budget (expense & revenue) for entire Resident Relations department, for CEO/CFO approval
oResponsible for final approval of all resident maintenance requests, including approval of overtime costs.
oDesigned punch lists with VP of operations to ensure efficient maintenance team responsiveness.
oLiaised with highest levels of management (CFO, General Counsel, COO & CEO) to improve departmental or company-wide processes focused on resident satisfaction.
CompassRock Real Estate at PCV/ST, New York, NY April 2011 – September 2015
Manager, Resident Services
oSupervised the Resident Services department (10-13) to optimize maintenance request resolution and customer/client satisfaction.
oCollaborated with external consultants to establish company-wide Customer Service initiative.
oImplemented departmental on-boarding, training, review and coaching processes for Resident Services team.
oLiaised with Trade Supervisors and Managing Director of Operations to improve various maintenance procedures, reducing average turnaround per resolution by two weeks.
oAddressed escalated resident issues and concerns, working with the General Counsel and Legal Departments to limit company risk.
oMastered the use of a variety of systems and databases specific to property management: Corrigo, Click Scheduler, Avaya, ServicePro, MRI
oWorked with IT Department to develop improvements for Corrigo and ServicePro work flows, allowing for user friendly developments and increasing resident usage of website requests by 10%.
oDesigned customer service training seminars for multiple resident-facing teams, including call standards, scoring and reporting.
oInitiated streamlining of all Resident Relations processes into singular databases, improving request tracking and resolution.
oProvided guidance and support for Property Management team, specific to escalated resident requests or resident-facing processes.
oImplemented uniform communication procedures for New Resident Liaison team (telephone queue, distribution list, etc.)
oAssisted Director of Resident Relations with a variety of managerial projects
oPersonally resolved escalated resident concerns, comprising face-to-face interactions and high level follow-up
Other Positions Held: Sr. Resident Services Representative & Resident Services Representative
Corporate Resolutions Inc., New York, NY September 2008 – December 2010
Executive Assistant
oProvided all administrative and clerical support to President and staff of company
oImplemented marketing strategies to attract potential new clients, converting at a rate of 35%.
oProvided support to analysts during background investigations using Market Track database.
oProcessed daily invoices and payments into company databases
oMaintained office supplies and provided troubleshooting assistance to maintain day to day operations
oScreened and directed all incoming calls and correspondence efficiently
oCoordinated weekly office meetings
Education
Baruch College/CUNY, New York, NY September 2006 - December 2010
Degree Pursued: Communications
Skills & Key Abilities
Critical Problem Solving● Implementation of Quality Customer Service ● Learning & Development ● Strategic Planning ● Project Management ● Team Development & Leadership ● Productivity & Performance Improvement ● Quality Improvement ● Development and Analysis of Key Performance Indicators ● Work Order & Property Management
(References available upon request)
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