JOSEPHINE

HAYNES

adt2ih@r.postjobfree.com

510-***-****

Oakland, CA 94612

Focused customer relations professional skilled in lead generation, customer service, sales and providing excellent support to demanding customers/clients . By answering calls, chats conversations or emails . Ready to help team achieve company goals.

PROFESSIONAL SUMMARY

Ziptol - Customer Support / Chat Agent

San Francisco, CA • 01/2021 - 09/2022

JLL/ Thomson Reuters - Property Manager/ Facilities Manager

01/2020 - 11/2020

WORK HISTORY

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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Answered customer telephone calls and chat

conversations promptly to avoid on-hold wait times.

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Answered constant flow of customer calls and chat

conversations with minimal wait times.

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Offered advice and assistance to customers, paying attention to special needs or wants.

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Documented all customer information accurately in

computer system, providing dated notes for future

reference.

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Oversaw all aspects of equipment installation,

maintenance, and repair for both internal and external services for all Sub-Tenants under contract .

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Answering & creating Technical Support Issues (

Computers )

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Tracked and documented operational and financial

records to perform daily analysis of performance and costs.

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• Looked over invoices to make sure accuracy of use & cost SKILLS

• Communication

• Multitasking

• Prioritizing

• Customer/Client Relations

• Operations oversight

• Time Management Skills

Initiative and problem-

solving abilities

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Slack /MS Office /Zendesk

/Answering Creating

Tickets/ Ring Central other

CRM Platforms

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• Goal-oriented

• Leadership and supervision

Facilities/ Property daily

inspections

•

San Francisco State

University

San Francisco, CA • 05/2013

Bachelor of Arts

EDUCATION

Bannerman - Operations Manager/Customer Support

Manager/Direct Support Professional Supervisor

05/2015 - 11/2018

Evaluated facility operations and personnel for safety and health regulations compliance.

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Aggregated and analyzed data related to administrative costs to prepare monthly budgets.

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Conducted daily inspections of facility grounds, external structure, systems, and equipment for 4 floors in the building

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Managed supervisor itinerary and appointments and

streamlined scheduling procedures for my Regional

Manager.

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Looked over contracts for all new Sub-Tenants

responsible for five large Companies Facilities space ( Berry Apple Man LLP., Turner & Townsend, Refinitiv, Clarivate & Thomson Reuters )

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Compared vendor prices and negotiated for optimal

savings including invoices ( Office Manager Role as well all Office orders included )

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• Approved / looked over COI ( Certificate of Insurance )

• Created / Sent out notifications to Sub-Tenants

Work close hand with top Executives for smooth

operations

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• Approved work orders cost for Sub- Tenants

• Approve Cost and Managed New Vendors for location

• Worked from home answer phone calls and emails

• Created ideas for the growth of Customer base

Developed new process for contractors evaluation which resulted in marked performance improvements

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Created ideas/new features to build an app for Guards to use on the Platform

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Worked directly with Guards, Clients, Sales, and

Management to achieve higher revenue for the Company

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Supported Chief Operating Officer with daily operational functions

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Analyzed departmental documents for appropriate

distribution and filing

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Responsible for hiring Guards in San Francisco, New York, Los Angeles area

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Responsible for scheduling Security Officers for all Clients even last minute call offs or bookings saving

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Residentials Inc., Docker Okta And Tech. Com. - Front Desk Supervisor Coordinator Temp. Cover

07/2016 - 08/2018

Universal Protection Services - Base Operator /

Supervisor

02/2013 - 09/2015

contracts with Clients

Responsible to walk through the process of onboarding and Checkr

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Assisted Chief Operations to send Tax information to Contractors making sure all documents were complete

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Supervised a team of 500 + Guards and Support Team located in the Philippines

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Patrol and Monitored crowded public areas and events to mitigate risk and promote safety.

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Scanned incoming and outgoing personnel and packages using hand-held wands and x-ray machinery to protect buildings, assets, and individuals.

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Responded quickly to incidents and assessed active situations for security concerns.

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Developed team communications and information to set up for Company Events and meetings

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Worked hands-on to accommodate Employees of all

departments needs

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Place orders for Office Supplies, Lunches and Event setups

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• Check-in Guest and print name tag

• Slack Employees to inform them their guest has arrived

• Monitored cameras

• Answered phones, emails and slack of any request Sorted and placed mail and packages into mailboxes and post office boxes with high levels of accuracy.

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Planned coverage needs and organized services to

support incoming special events.

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Created lasting relationships with guests that built loyalty and drove residential revenue.

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• Performed concierge services for guests as needed.

• Supervised a team of 6 Guards on shift

Reduced overtime by strategically viewing schedules and working with Employees to combine the best fit for them as well as the Company

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Trained, coached and monitored staff to ensure a smooth work environment for new/ potential contracts

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• Hired and trained 15 + of staff

Handling Incident reports from Security to Oakland the Police Department

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Responded quickly to incidents and assessed active situations for security concerns.

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Scanned incoming and outgoing personnel and packages using hand-held wands and x-ray machinery to protect buildings, assets, and individuals.

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Analyzed and produced course-of-action reports and escalated issues to management when necessary.

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Contact this candidate