Customer Service Quality Assurance

ALBERT J URSINI

954-***-**** • ***********@*****.*** • LinkedIn • Fort Lauderdale, FL

P R O F I L E

Highly experienced, results-driven Operations Management Professional with diverse experience in sales, service, and property management with success in highly competitive environments. Proven excellence in driving Performance; Client Satisfaction; Employee Training/Development; Quality Assurance/Compliance; Revenue Assurance; and Process Improvement Initiatives with strong financial capabilities. Well-developed business acumen coupled with a practical sense of what works in complex business environments. Consistent record of achievement in improving quality, accountability and efficiency. Customer-focused and quality-driven with a commitment to excellence, consistently increasing service standards, and client loyalty. Other strengths encompass:

General Management/Strategic Planning Program Development/Administration Fiscal/P&L Accountability

Inventory Management Revenue Growth/Cost Control Budgeting & Forecasting

Organizational Development Best Practices/Process Improvement Vendor Relations P R O F E S S I O N A L E X P E R I E N C E

Slice of Paradise Properties Fort Lauderdale, FL & Jaco Beach, Costa Rica 10/2017 - Present

Property Manager

Manage a portfolio of vacation rental properties in Costa Rica. Lead daily sales operations, account management, marketing/advertising, financial administration, maintenance, leasing, customer service, vendor relations, contract bids, projects/renovations, compliance budgets, accounts payable and accounts receivable. Operations Management

• Accountable for all aspects of tenant relations, pre-marketing work, market analysis, rent collection, lease renewals, appraisals, pricing, vacation package advertising, executing contacts, and move-in/out.

• Coordinate and schedule all field staff and subcontractors. Monitor performance to ensure that work is performed to project standards.

• Maintain each property in first-class condition including buildings and common areas. Consistently improve NOI on an annual basis on all properties managed.

Sales/Account Management

• Plan, design, and implement promotional and PR campaigns to enhance brand identity and awareness with emphasis on driving revenues and expanding customer base.

• Create competitive sell-through advantages and market additional value-added offerings to increase occupancy and sales.

• Act as the primary liaison between accounts and internal partners to ensure strong service and response to customer needs.

• Maintain 80% booking rate year-round. 9x Airbnb Superhost with over 200 5-star reviews. Century 21 Chicago, IL 2015 - 2017

Real Estate Broker

Accountable for marketing and selling residential real estate on the North side of Chicago’s Lincoln Park Neighborhood including the sale and/or leasing of new and existing homes. Oversee the entire sales process including marketing/advertising of property, initial consultation, showings/presentations, execution/negotiation of all contracts, closing on properties and customer satisfaction.

• Developed strong relationships with clientele, delivering exceptional service and adding value added concierge services throughout the entire process to ensure a seamless experience.

• Proactively recruited new business through execution of lead generation strategies, innovative social media initiatives, networking, broker outreach programs and creative marketing campaigns.

• Facilitated regular communication with attorneys, home inspectors, lenders, and title companies, to assure efficient closings.

• Analyzed comparable properties and transactions to assist in determining offering and purchase price.

• Provided an exceptional home buying experience by preparing contracts and documentation, advised clients on general escrow and title procedures, and structured deals in the best interests of clients. Key West Island Fishing Key West, FL 2014 - 2017

General Manager/Executive Captain

Managed all operations of this fishing charter business specializing in big game fishing. Provided a unique, big game fishing experience to guests chartering the boat for half or full day excursions. Responsible for all financial activities including budgets, accounts payable, accounts receivable and payroll. (Cont. P2)

Résumé of Albert J. Ursini 506.8707.2530 ***********@*****.*** Page Two P R O F E S S I O N A L E X P E R I E N C E - ( C O N T I N U E D ) Key West Island Fishing - (continued)

• Oversaw all aspects of safety of guests, including but not limited to ensuring all safety equipment was on board, in good working order and properly stored. Ensured navigational tools and equipment were in good working order.

• Communicated with other boaters as necessary to ensure safety when operating near other boats.

• Ensured all records associated with daily activities, fueling and maintenance were well documented.

• Managed a crew of 5 responsible for educating customers on all aspects of fishing, handling fishing equipment and educating them on bait and tackle.

• Oversaw other crew responsibilities including catering and cleaning activities. Beatle Bar Nightclub Jaco Beach, Costa Rica 2004 - 2011

General Manager

Managed one of the most popular clubs in Jaco, Costa Rica and the second most popular club in the country. Oversaw all aspects of club management activities, reviewed the books for accounts payable, accounts receivable and payroll, upkeep of the premises, and profitability of the club.

• Played an integral role in marketing and public relations efforts in the development of new business. Developed relationships with key community leaders to build and expand business relationships and capture cross-marketing opportunities.

• Responsible for booking bands, overseeing management of the bar, bartenders and wait staff, sales, and club safety.

• Conducted proactive troubleshooting of actual/potential problems and innovate creative solutions to complex operating issues.

• Significantly streamline processes, consistently improving production, quality, and customer satisfaction.

• Formulated operational strategies to ensure total quality guest satisfaction and to enhance repeat business.

• Ensured licensing and safety standards/practices were in place.

• Analyzed daily and monthly financial reports to monitor profit and productivity performance. Identify and implement cost-cutting measures and initiatives.

Studiochicago Chicago, IL 2000 - 2004

Chief Engineer and Recording Mastering Engineer

• Designed and built this studio overseeing all aspects of construction, cabling, and wiring of two studios and a mastering lab. Responsible for overseeing sound engineering staff and receptionists.

• Selected and installed all equipment, including SSL Console, Focusrite, Tubetech, Lexicon, Neuman, Telefunken, Manley, AKG, Beyer, Electro-voice, Shure, Universal Audio, UREI, DBX, Eventide, Neve, Otari, Studer, Summit Audio, MXR.

• Trained and mentored engineers and engineering interns on the art of recording and client service.

• Responsible for client development and ensuring a high level of recording and mastering quality on behalf of the clients.

• Responsible for overseeing the profitability of the studio. Oversaw accounts payable, accounts receivable and payroll of staff.

• Developed a relationships with many well-known musicians and was featured on the cover of the prestigious Mix Magazine.

• Partial list of artists: Styx, Heart, YES, Greg Allman Band, Anthrax, Candlebox, Dr John, Ministry, Trent Reznor NIN, Timothy Leary, John Mellencamp, Eddie Veddor (Pearl Jam), R Kelly, Kanye West, Gary Sinise, Louie Bellson, Ohio Players, Steve Dahl, Jim Peterik

(Ides Of March), Steve Goodman, The Buckinghams, DePaul University, and Columbia College. E D U C ATION + C O M P U T E R S K I L L S

Associate of Arts Degree, Music/Recording, Loyola University & Columbia College, Chicago, IL Microsoft Office (Word, Excel, PowerPoint, Outlook) H O B B I E S

Racing cars, "Porsche Club of America"

Member "Autobahn Country Club" Joliet, IL

Motorcycle and ATV enthusiast

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