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Sales Customer Service

Reno, Nevada, United States
October 09, 2016

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Abbey Kent

Independent Certified Transformation Coach, Teacher and Speaker - Zayna Worldwide


Reno, NV - 775-***-****

Willing to relocate: Anywhere

Authorized to work in the US for any employer


MorningStar Senior Living

Zayna Worldwide LLC - Reno, NV - December 2014 to Present Develop long and short range strategic marketing and advertising campaigns continuously analyze statistics, measurable by leads source and quantified with ROI.

Analyze data and provide competitive analysis information, deliver consultation, advice and recommendations regarding market rates, establish goals and objectives based upon ongoing data research.

Improve upon the occupancy level and revenue production of the community in accordance with the marketing, advertising and competitive business plan.

Design marketing brochures, collateral items, advertising and online website marketing.

Cultivate trusting relationships with potential residents; tour, interview, close, assess and determine if prospects are appropriate candidates for the community.

Create creative follow up, next steps for potential prospects including; financial arrangements related to admissions and provide all other resources needed for a smooth transition.

Act as community liaison conducting outside sales calls with current and potential referral sources, and industry professionals that result in increased referrals to the community.

Complete and maintain resident files; coordinate all move in required paperwork and communicate with directors on all move ins, move outs, out of house, at risk and current hospice residents.

Prepare; daily, weekly, monthly, quarterly and annual reports. Including monthly spend downs, sales boards, censes, lead and referral source as well as all marketing/advertising reports. CEO/Founder

Zayna Worldwide LLC Consulting - Reno, NV - 2014 to Present

Leadership development with individuals & companies.

Offering workshops, seminars, keynote speaking, coaching, and transformational personal development.

My expertise is in Sales, Real Estate, Geriatrics, Senior & Multifamily Housing, Sports Team Coaching, Networking Marketing, Home Based Businesses and Early Childhood Education.

Most Recent Project 2016-Start-up of a pop-up muli-use commercial rental space: restaurant, food truck depot, dance studio, retail store & event center. Business of Zayna Flavors of Morocco LLC sold September 30, 2016.

Zayna Beauty-Direct importer of Moroccan Argan Oil-Cosmetic and Culinary from Women’s Cooperative in Agadir, Morocco. Wholesaler of Moroccan Argan Oil-March 2016 Start-Up


Atria Senior Living

- 2013 to 2015

Primary responsibility; to drive new sales to the community.

Develop and close leads utilizing personal appointments and telephone/email follow-up.

Complete strategic outside sales calls with current and potential referral sources that result in increased referrals to the community.

Conduct community-based training sessions that maximize the participation and effectiveness of other community-based employees in sales efforts.

Maintain a database of current and potential referral sources with complete and daily updates. Pink Cadillac Senior Sales Director

Mary Kay Cosmetics Inc - 1999 to 2015

Independent contractor, directing all business operations of a one hundred consultant based sales team within multiple states, creating annual sales in excess of $200,000 earning five cars including a pink Cadillac. Executive Director

Bonaventure Senior Living - Salem, OR - March 2012 to September 2013 opening at Bonaventure of Salem & Castle Rock; 142 unit & 240 unit communities; developed new lease up marketing plan that is now used in all communities, including new lease ups. Achieved an exceeded all censes benchmarks. 25%-day 1 of opening, 50%-1st month, 75%-3rd month and 95%-6th month, and 98%-9th month. Earning commissions in excess of $90K in 9 months during new property lease up. Bonaventure Senior Living

- 2013 to 2013


Region includes; Oregon, Colorado and Nevada and all new construction or censes challenged communities.

Responsibilities include assisting assigned communities in reaching censes and revenue goals through:

Providing on-site, hands-on sales coaching and training to community and regional staff, participating in the hiring, training and evaluation of community sales and marketing staff

Developing, monitoring and accountability for community outreach and marketing plans with on-site staff

Developing professionals leads with on-site staff in order to coach staff on effective techniques while gaining new referral business and relationships.

Working weekly with regional team to continuously improve systems that directly affect censes, i.e. new inquiry procedures and phone conversion, tour conversion and effectiveness, closing and capture rate techniques, follow-up systems, customer service and satisfaction

Participating in the development and implementation of new services/programs to enrich our overall company appeal, competitive edge and customer satisfaction. PROFESSIONAL EXPERIENCE

Executive Director

Bonaventure - 2012 to 2013

Develop and oversee all new construction lease up efforts for the brand new Flag Ship Community.

Achieved all marketing censes benchmarks within designated time frames during the lease up.

Oversee day to day operations of the Community

Lead the Marketing and Sales efforts to increase census growth

Maintain high resident satisfaction and teach and deliver great customer service

Recruit, train, mentor and inspire team members

Consistently deliver exceptional health services within state regulatory compliance

Manage budget to meet financial goals

Executive Director

Guardian Real Estate Services - Bellevue, WA - September 2010 to January 2012 Bellevue Washington; initiated additional income with weatherization funds through Puget Sound Energy

& King County, including non-profit and tax credit funding of $3 million for immediate rehabilitation needs. Instrumental in the award of 15 project based housing vouchers to provide rental assistance to our most rent burdened. This acquisition resulted in revised debt assumptions include a principal reduction of $1,905,000

($1,705,000 in loan forgiveness from Chase & $200,000 in principal reduction from private sponsor) to

$4,500,000; re-amortization of the loan to 30-years with a term of 12-years; with a fixed interest rate of 4.25%, with initial deferred loan payments for 6 months during rehabilitation and stabilization. EDUCATION, TRAINING, LICENSES& CREDENTIALS

Regional Senior Housing Portfolio Manager

Guardian Management LLC - 2011 to 2012

Reports to Senior Vice President. Responsible for the overall operations of a multi-family residential portfolio consisting of assisted living, congregate care retirement communities, conventional, affordable, mixed use buildings, and commercial space.

Experienced in new business acquisitions, rehabilitation, repositioning and lease-ups including historic, renovated buildings, and new construction.

In charge of senior housing businessstrategy development, long-term planning, real estate acquisitions, mergers, and major client relations.

Manage all operations through strategic planning of accounting, finance, humanresources and legal issues, risk management, and marketing and information systems. Maintain operational and lender banking relationships.

Maintain compliance with all real estate laws, government, regulatory, agency, andpartnership requirements with respect to site business and overall financial operations at the corporate and site levels.

Developed viable new acquisition lead data base within a target market;presented marketing and financial proposals to competitors, investors and other major and key clients. Executive Director - Senior Congregate& ALF Properties Guardian Management LLC - 2009 to 2011

Reported to the Senior Portfolio Manager. Responsible for owner relations, day to day operations, repositioning and financial performance, budgeting, compliance, marketing, home health and caregiver coordinationand development of commercial kitchen and overall congregate operations.

Supervised seventy staff in eight departments; accountable for all personnel hiring, development and training, coaching, and annual performance reviews.

Increased occupancy at Creekside Village Retirement Community from 80% to 92% in six months. Produced the same results at The Hazelwood Retirement Community increasing resident occupancy from 79% to 90%in three months.

Exceeded budget and owner goals at two properties through strong NOI performance and expense controls.

Developed and implemented all new senior housing Policies and Procedure Manual in accordance with the DSHS/RCS/WAC boarding home regulations, created facility's Infection Control Risk Assessment (ICRA) and Infection Control and Safety Plan.

Responded to request for proposals for new property acquisitions to build and develop the senior housing sector within Guardian. Contributed to strategic senior business development, growth, and organization of business operations, policies and procedures, including long term vision planning for affordable senior housing. Property Manager - Hunter's Run

Guardian Management LLC - 2009 to 2009

- 2009

Co-managed newly transitioned 318 unit property; responsible for onsite property performance. Increased occupancy from 87% to 98% within thirty days, producing strong NOI and overall property performance. Varsity, Junior Varsity & K-6 Head Cheerleading Coach Guardian Management LLC - Banks, OR - 2001 to 2005 PROFESSIONAL EXPERIENCE

Leasing Agent- Hunter's Run&Assistant Manager - Waterhouse Place Guardian Management LLC - Portland, OR - 1999 to 2002 Started as a leasing agent quickly promoting to Assistant Manager. Responsible for all leasing, marketing, resident relations and activities, rehab tracking and reporting of two new acquisitions consisting of 279 townhomes and 318 apartment homes undergoing a 4 million dollar rehabilitation and repositioning. Early Childhood Educator

Nike - 1998 to 1999

Responsible for Kindergarten through third grade daily learning and activities.

Responsible for all housekeeping, laundry and meal preparations. Tournament Sports Bar Coordinator

- 1997 to 1999

Responsible for overall food and beverage operations, large event scheduling and coordination within multiple departments and staffing while working daily shifts providing high quality menu options, catering and service EXAMPLE OF PROFESSIONAL EXPERIENCE


OHCA Admin License

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