Customer Service Strategic Planning
Resume:
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ABIGAIL IRIZARRY
Remote Lead Supervisor/ Customer Service/ Sales/ Property Management PROFESSIONAL SUMMARY
Remote Lead Supervisor with over 8 years of experience in customer service, sales, and property management, excelling in relationship building, staff training, and strategic planning. Known for driving profit growth and enhancing client satisfaction through innovative solutions and collaborative leadership. Passionate about leveraging analytical skills and strategic vision to foster customer loyalty and operational excellence in dynamic environments. EMPLOYMENT HISTORY
LEAD SPECIALIST GLOBAL RESERVATION SUPPORT 2022 - Jan 2025 Benchmark Hospitality/Pyramid Global Woodlands, TX GOVERNMENT ASSISTANCE CUSTOMER SERVICE 2021 - 2022 E-Team Dynamic Solutions Steelton, PA
LEASING CONSULTANT CUSTOMER SERVICE 2018 - 2021
Breton Mill At Adara Communities Houston, TX
Manage 20 agents, ensuring efficient call handling and support for 31 properties. Resolve guest inquiries, enhancing reservation processes and service quality. Coordinate team schedules, optimizing resource allocation and communication. Facilitate training and development, fostering a collaborative team environment. Enhanced guest satisfaction by promptly addressing vacation-related inquiries, leading to substantial improvements in overall service ratings.
Monitored team performance metrics, implementing training initiatives that resulted in noticeable gains in call resolution efficiency.
Streamlined communication processes for a team of 20 agents, improving response times and elevating client service levels across 31 properties.
Coordinated scheduling and resource allocation for agents, fostering teamwork that strengthened operational effectiveness and employee morale.
Maintained accurate logs of agent inquiries and resolutions, ensuring compliance with quality standards and enhancing service consistency.
Assisted clients with medical assistance queries, enhancing service satisfaction. Guided clients in selecting suitable providers and plans, improving healthcare access. Conducted outreach to new clients, effectively addressing concerns and ensuring smooth onboarding. Scheduled appointments efficiently, reducing wait times and improving client experience. Provided compassionate support to clients navigating medical assistance, fostering trust and enhancing client satisfaction. Managed appointment scheduling efficiently, reducing wait times and improving client access to healthcare services. Worked with healthcare providers to streamline client transitions, ensuring seamless service delivery and positive client experiences.
Converted inquiries into leases, boosting occupancy rates. Implemented renewal programs, enhancing resident retention. Coordinated daily operations, ensuring policy compliance. Managed clerical tasks, maintaining accurate records. Converted inquiries into tenant leases, significantly boosting occupancy rates and enhancing property revenue. Fostered strong relationships with residents, ensuring high satisfaction and retention through a well-executed renewal program.
Streamlined documentation processes, improving efficiency in record-keeping and ensuring compliance with company policies.
Coordinated daily operations with team members, enhancing service delivery and maintaining a positive community atmosphere.
Maintained accurate records and managed clerical tasks, contributing to overall operational excellence and organizational effectiveness.
ASSISTANT GENERAL MANAGER CUSTOMER RELATIONS 2017 - 2018 Holiday Inn Express & Suites Cypress, TX
EDUCATION
DIPLOMA Aug 1988 - Jun 1992
High School Graduate Texas
Graduated at the top of my class. Very Proud of my accomplishment Licensed Travel Consultant Sales In Call Center Houston Recognized for outstanding achievement. And Sold a Million Dollars for Continental Airlines. Holiday Inn Express / Hospitality Academy Houston
SKILLS
Strategic Planning (Experienced), Forecasting (Experienced), Revenue Growth (Experienced), Profit Growth (Experienced), Business Development (Experienced), Relationship Building (Experienced), Project Management (Experienced), Sales Planning (Experienced), Marketing (Experienced), Staff Training (Experienced), Leadership (Experienced), Problem Resolution (Experienced).
LANGUAGES
English (Highly proficient), Spanish (Highly proficient). Recruited and trained staff, enhancing team efficiency and service quality. Established a sales and admin filing system, improving data accessibility. Managed inventory, ensuring guest supplies met brand standards. Monitored customer satisfaction, driving improvements in guest experience. Fostered a welcoming environment for guests, enhancing overall satisfaction and loyalty through attentive service. Streamlined staff recruitment and training processes, leading to a noticeable reduction in onboarding time and improved team performance.
Implemented a comprehensive inventory management system, ensuring optimal supply levels and reducing waste while meeting brand standards.
Maintained accurate records of customer feedback, enabling targeted improvements that drove positive guest experiences. Coordinated with various departments to establish an efficient sales and administrative filing system, enhancing operational workflows.
"Played a key role in launching a brand-new Holiday Inn Express property, contributing to its successful opening and earning multiple performance awards for excellence in service, operations, and guest satisfaction."
"Part of the opening team for a newly built Holiday Inn Express, helping establish operational standards and guest service culture that led to multiple hospitality award
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