Customer Service Resident Services

Frances Williams

Washington, DC ***** 202-***-**** *****************@*****.***

Profile

Ms. Williams is an enthusiastic and skilled communicator that is passionate about fostering vibrant and supportive communities with a background enriched by extensive experience in customer service, social services, administration, and member engagement. This experience has equipped me with a deep understanding of what it takes to cultivate a positive and interactive community atmosphere. My dedication to promoting meaningful conversations and ensuring a welcoming environment for all members drives my ambition to contribute to your team. Leveraging my ability to analyze engagement data, identify trends, and implement community feedback, I am committed to enhancing the overall member experience and supporting the growth and success of your community.

Experience

EXECUTIVE CONCIERGE BOZZUTO SEPTEMBER 2023 - PRESENT

·Led a six-person resident services team consistent with the core values and culture of the company.

·Coached, mentored, and trained members of the resident services team to enhance the living experience of the residents.

·Addressed problems promptly with care and concern for the residents and resident service team.

·Planned and executed events and activities twice monthly in order to engage residents and help foster a sense of strong community.

·Achieved resident retention through personalized customer service that provided a consistent positive experience.

·Participated in the duties consistent with the concierge role.

CONCIERGE BOZZUTO NOVEMBER 2021 – AUGUST 2023

·Greet residents or community members warmly and promptly address their questions or concerns.

· Offer personalized services that enhance their living or working experience.

·Assist in managing community communications, such as emails, newsletters, and announcements.

·Help organize and maintain files, records, and directory information.

·Support the planning and execution of community events, activities, and meetings, including coordinating with vendors, setting up event spaces, and ensuring the smooth operation of events.

·Help oversee the maintenance, cleanliness, and security of community facilities.

·Report any issues or damages to the assistant community manager or relevant service providers.

·Encourage community involvement by promoting events, activities, and initiatives. Collect feedback from community members to improve services and events.

·Be prepared to respond to emergencies by knowing all emergency procedures, contacts, and policies.

·Provide immediate assistance and coordinate with the assistant community manager to manage the situation.

·Retrieves packages and mail for residents as requested.

·Provides information and recommendations for guest inquiries regarding restaurants, stores, transportation, etc.

·Assist in coordinating with external vendors or service providers for maintenance, landscaping, security, and other services.

·Experience using property management software, social media platforms for community engagement, and budgeting tools through Excel to help manage the community.

YOUTH COUNSELOR SASHA BRUCE NOVEMBER 2021 TO JANUARY 2023

·Designing and implementing programs for youth, organizing community events, workshops, or other engagement activities that enhance community spirit for the youth.

·Resolving conflicts among the youths living in the facility, mediating disputes within the community, and ensuring a harmonious living environment.

·Listening and empathizing with the youth and addressing the needs and concerns of the youth.

·Conducting workshops and discussions on various topics to keep the youth engaged and foster community effectively.

·Made regular house inspections inside and in the area immediately outside and checked individual rooms when necessary.

·Explain policies, plans, or facility regulations straightforwardly and clearly for the youth to understand. Provided crisis intervention and on-site counseling.

·Carried out emergency fire evacuation and procedures in case of an illness or accident.

·Building Relationships with the youth as a counselor, vendors, and local businesses to foster a positive community environment.

BARISTA STARBUCKS NOVEMBER 2018 TO NOVEMBER 2021

·Manage and meet customer expectations, resolve complaints, and maintain a friendly, welcoming environment.

·Understand the products available in the store, including clothing, accessories, and various coffees. Be able to offer information on items' quality, value, and background to interested customers and drive sales.

·Focused primarily on sales, customer service, and maintaining store standards.

·Processes essential to complex orders quickly and efficiently

·Process sales transactions at the register and handle cash and credit card payments. Responsible for opening and closing the cash register.

·Keep the store clean and organized, including sweeping and mopping floors, cleaning shelves, and ensuring items are attractively displayed and accessible to customers.

·Delivers excellent customer service and prompt orders.

OPERATIONAL PROGRAM LEAD DIVAS IN SISTAHOOD JUNE 2018 TO AUGUST 2020

·Oversee the planning, execution, and delivery of key programs and projects, ensuring they meet defined objectives, timelines, and budgets.

·Collaborate with cross-functional teams to identify program requirements, set priorities, and allocate resources effectively.

·Develop and implement detailed project plans, including milestones, performance metrics, and risk management strategies.

·Monitor program progress continuously, assist with adjusting strategies and resources as necessary to address challenges and capitalize on opportunities.

·Prepare and present regular reports on program status, outcomes, and recommendations for future improvements to senior management and relevant stakeholders.

·Ensure that all program activities comply with legal regulations, organizational policies, and industry best practices.

RETAIL SALES ASSOCIATE THRIFTY’S THRIFT STORE NOVEMBER 2018 TO FEBRUARY 2020

·Greet customers entering the store and provide them with assistance in finding and selecting items. Answer any questions regarding store merchandise, pricing, or policy.

·Have a good understanding of the products available in the store, including clothing, accessories, furniture, and household items. Be able to offer information on the quality, value, and background of items to interested customers.

·Encourage sales by informing customers about current promotions, sales, and special discounts. Assist in displaying merchandise in a way that maximizes sales and is appealing to customers.

·Process sales transactions at the register, handle cash and credit card payments, and ensure accurate change is given. May also be responsible for opening and closing the cash register.

·Assist in receiving, sorting, and pricing donations or new merchandise. Ensure items are well-organized on the sales floor, restocking items as needed, and maintaining an appealing and tidy shopping environment.

·Accept donations from the public, provide receipts, and thank donors. Assess and sort donated items to determine their suitability for sale, recycling, or disposal.

·Keep the store clean and organized, including sweeping and mopping floors, cleaning shelves, and ensuring items are attractively displayed and accessible to customers.

·Help manage inventory by keeping track of stock levels on the sales floor and in storage areas. Assist with periodic inventory counts and removing outdated or unsellable items from the sales floor.

·Work as part of a team, collaborating with other staff members and volunteers to ensure efficient store operations. Communicate effectively with management regarding any issues or suggestions for improvement.

LIBRARY ASSOCIATE ANACOSTIA NEIGHBORHOOD LIBRARY JUNE 2017 TO AUGUST 2018

·Assisting patrons in locating books and resources in the library.

·Providing information about library services and policies.

·Helping patrons with the use of library computers, including the catalog and internet access.

·Conducting library tours and informational session.

·Checking in and out library materials.

·Shelving and organizing materials to maintain a tidy and organized collection.

·Assisting in inventory and weeding outdated or damaged materials.

·Assisting in the planning and execution of library programs and events for all age groups.

·Participating in community outreach efforts to promote library services.

·May involve creating and distributing promotional materials.

·Answering phones and aiding queries.

·Managing registrations for library cards and updating patron records.

·Collecting data for and preparing reports on library usage and activities.

·Cataloging and processing new materials for circulation.

·Managing digital resources, including eBooks, databases, and library software.

Education

HIGH SCHOOL DIPLOMA THEODORE ROOSEVELT SENIOR HIGH SCHOOL AUGUST 2009 TO JUNE 2013

Skills & Abilities

·Strong Communication Skills

·Customer Service Orientation

·Organizational Skills

·Problem-Solving Skills

·Familiarity with office software

·Time Management

·Data entry

·Attention to Detail

·Adaptability

·Familiarity with property management software

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