Customer Service Program Manager

McAlister Clark

Phoenix, AZ ***** • 425-***-**** • ************@*****.***

Highly Skilled Program Manager & Trainer

Sales Management & Training Childhood Education & Athletic Development

Performance-driven professional with extensive experience in training across real estate, hospitality, and sales industries. Adept at developing, maintaining, and executing program procedures aligned with business objectives and regulatory standards. Skilled in identifying training needs and implementing tailored solutions to enhance team productivity and performance. Proven success in guiding teams to exceed sales targets while providing comprehensive training and development programs. Effective communicator with the ability to build strong relations with stakeholders, including executives, managers, and employees. Able to foster a collaborative and high-performing team environment through effective leadership and communication. Passionate about coaching and mentoring team members to reach their full potential and achieve organizational objectives.

Areas of Expertise

Training & Development Business Development Sales Cycle Management Leadership & Team Management

Program Management Stakeholder Engagement Strategic Planning Risk Management Regulatory Policies

Continuous Improvement Customer Service Needs Assessment Learning Management Systems CRM Utilization

Performance Evaluation Project Supervision Food Service & Safety Communication Skills Problem Resolution

Technical Proficiencies

Peachtree QuickBooks Enterprise & Online Sage 300 Textura Gpay Intuit ADP WordPress

Sage X3 Paychex MS Office Suite (Excel, Word, PowerPoint, Outlook) Windows Mac iOS

Professional Experience

PROGRESS RESIDENTIAL, CITY, ST 2020 – 2024

Learning Delivery Specialist (Trainer)

Played an integral role as a member of the property management department and delivered exceptional customer service to residents by addressing inquiries/complaints promptly to ensure optimum satisfaction. Prepared comprehensive PowerPoint presentations to facilitate effective training sessions for incoming teams. Managed general email boxes by offering pertinent information and directing inquiries to appropriate parties to optimize communication flow. Oversaw in-person rent payments at office locations to enhance resident satisfaction and operational efficiency. Functioned in close collaboration with the field ops team to oversee service work orders in Yardi and complete work orders in a timely manner. Planned landscaping and pool services for all onboarded rental properties across designated regional area. Administered HOA violation work orders and validated resident chargebacks to ensure efficient management of property compliance and financial transactions. Created, maintained, and distributed weekly, monthly, quarterly, and annual reports. Led process improvements through personal experience and shared insights with the team to enhance efficiency. Interacted with stakeholders, including team members, markets, and cross-functional teams to manage a modest caseload of escalated/high-priority customer issues and deliver best practices to the team. Monitored complaint resolution to ensure compliance with SLAs that enhanced customer satisfaction and organizational efficiency. Actively liaised with product development, customer support, and quality assurance departments to collect essential data and resources for determining complaints and staying updated on their processes.

Started as the Service Coordinator and promoted to the position of Service Coordinator Team Lead and Learning Delivery Specialist in recognition of achievement of excellence.

Revamped training manual and led training initiatives for new hires at a Fortune 500 company, earning commendation from the senior leadership.

Achieved consistent excellence by upholding superior customer service and competency in resident interactions across phone, email, written communication, and in-person interactions.

Set a benchmark of excellence by leading continuous improvement initiatives and collaborating across functions to resolve systemic issues, reduce escalations, and enhance overall satisfaction.

Elevated operations through proactive leadership, execution of a customer-centric approach, fostering continuous improvement, and collaboration across teams, resulting in significant reduction of escalations.

Examined complaint cases for quality assurance and ensured full adherence to policies and procedures that enhanced organizational standards and customer satisfaction.

PERSONAL FAMILY CAREGIVER, LANGLEY, WA 2016 – 2020

Delivered personalized assistance with activities of daily living, such as bathing, grooming, dressing, and toileting as well as oversaw medications according to prescribed schedules and monitored any adverse reactions.

MOS PUB, LANGLEY, WA 2015 – 2016

Restaurant Server

Managed demanding shifts, including weekends and peak seasons to ensure seamless operations and exceptional service. Held full accountability for overseeing table bussing, clearing, cleaning, and setting during staff shortages. Upheld inventory levels by restocking items throughout the day. Recorded guest orders to ensure smooth operations and satisfied customers.

Delivered exceptional hospitality by expertly guiding guests through menus and showcasing comprehensive knowledge of food, beverages, and ingredients that enhanced the overall dining experience.

Enhanced dining experience by describing menu items and suggesting ideal wine and beer pairings with precision.

WYNDHAM VACATION OWNERSHIP, REDMOND, WA 2009 – 2014

Inside Sales Representative

Conducted sales activities, including lead generation, upselling, and retaining existing clientele to achieve business growth. Enhanced sales by using the point-based system for selling week-long unit vacation packages and products. Delivered live demonstrations in-person and online to showcase vacation properties, products, and services. Followed state and federal regulations while creating ownership documentation. Utilized a CRM system to generate leads and maintain good relationships with owners. Participated in various sales vacation ownership training seminars to enhance skills and expertise in the field.

Consistently surpassed sales quotas/goals by executing effective strategies.

Enhanced overall team performance through effective training and mentorship of new personnel.

Secured top position as company's #1 Sales Representative while demonstrating exceptional performance.

Additional Experience

Loan Officer, Stay In Home Mortgage, Bellevue, WA.

Education

INSTITUTE NAME; CITY, ST

Degree in Specialized Subject

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