Customer Service Community Manager
Resume:
Steffanie Hamilton
Leander, TX 78641
**********@******.***
Summary
Personable and dedicated to customer service with extensive experience in customer service. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with a demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Experience
Regus - Community Manager Team Lead, October 2019 - present
* Hire, train and manage a team of 17 employees and oversee operations of 8 office locations including a remote location, 2 hours away
* Manage, lead and escalate operational issues for all 8 locations
* Lead the team in providing excellent customer service to client, guest and prospects
* Responsible in leading my team to retain clients, receive net promoter scores and customer service
* Responsible for staffing/PTO coverage, payroll time punch entries and human resource liaison
* Collaborate and provide support to our sales team to increase occupancy and growth
* Responsible for working with contractors, sales and center team during office renovations/restoration projects
* Manage insurance submission/claims for office remediation/restoration projects
* Build and maintain strong rapport with property managers at each location
* Oversee all locations meet company standards
* Continue to train update my team with policy updates and COVID updates as they fluctuate
* Lead monthly team meetings to focus on the needs of the business and guide direction to maintain a strong
business portfolio for each location
* Collaborate with other Team Leads across the nation to ensure the company is aware of issues that need to
be addressed at the field level to create an improved customer experience Regus - Community Manager, January 2016 - October 2019
* Manage building operations and daily functions
* Responsible for keeping up to date Account Responsible, collection efforts, escalations on AR 1
and collections
issues, and renewals
* Responsible for ensuring center financial objectives are met by preparing a monthly budget for the office,
planning the expenditures, analyzing variance in carrying out necessary corrections that may arise
* Assist clients with daily schedule/meetings
* Manage billing and invoices for clients
* Assist with office layout, cleaning and office moves, along with managing and maintaining basic IT services
* Onboard and offboard all clients, move-ins, and visitors
* Oversee and support multiple administrative duties for all companies leased in center
* Manage building access and security access
* Manage vendors, building maintenance, and safety regulations
* Work closely with sales team to promote new sales and services
* Create a warm and friendly environment
Regus Community Associate, December 2012 - January 2016
* First point of contact for all clients, guest and prospects
* Create a warm, friendly, connected community environment
* Work collaboratively with my team to ensure all client needs are met
* Learn the name of each client and seek opportunities to build the relationship in alignment with our brand
* Receive and distribute client mail, maintain facility cleanliness, and ensure daily operations are running
smoothly
* Notify members of guests, deliveries, and building updates
* Schedule catering for client and events
* Work with my team to schedule, coordinate, and host community events on a regular basis
* Assist with client invoices, move-ins, and billing
* Assist with building access and parking cards
* During this time I was the market floater for 2 years who assisted with a CA who was out sick or on PTO
Corporate Office Centers - Receptionist/Operations Assistant, November 2010 - December 2012
* First point of contact for all clients, guest and prospects
* Create a warm, friendly, connected community environment
* Receive and distribute client mail, maintain facility cleanliness, and ensure daily operations are running
smoothly
* Notify members of guests, deliveries, and building updates
* Work with my team to schedule, coordinate, and host community events on a regular basis
* Assist with client invoices, move-ins, and billing
* Assist with building access and parking cards
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* Work collaboratively with my team to ensure all client needs are met
* Manage billing and invoices for clients
* Manage vendors, building maintenance, and safety regulations
* Work closely with sales team to promote new sales and services
Skills
Clerical support Office equipment operations
Center operations Organization and efficiency
Customer relations Multi-line phone skills
Courteous demeanor Service-oriented mindset
Microsoft Office expertise Professional and polished presentation Team Player
Data entry Security understanding
Team Leadership
Professional Resources
Amanda Leavitt
Phone: 720-***-****
Email: ********@*****.***
Tricia Charron
Phone: 281-***-****
Email: ******.*******@*****.***
CC Lopez
Phone: 512-***-****
Email: ********@*****.***
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