Data-Driven Administrative Specialist with Property Ops Experience

Bina Poudel

Customer Success & Business Analytics Professional

Boston, Massachusetts 781-***-**** *****.********@*****.*** LinkedIn

Qualification Profile

Highly dedicated and forward-thinking professional seeking customer success and business analytics positions; accredited with hands-on experience in enhancing client satisfaction, streamlining operations, and driving measurable business outcomes.

Customer Relationship Management

Adept at managing and overseeing client interactions, resolving inquiries, and driving satisfaction to support loyalty and renewals.

Sales Support & Revenue Growth

Excel at onboarding new customers, upselling, and supporting sales initiatives to consistently meet or exceed set targets.

Data-Driven Process Optimization

Skilled at analyzing workflows, tracking metrics, and streamlining operations to improve service efficiency and resolution times.

Cross-Functional Collaboration

Proficient at coordinating with technical, operations, and vendor teams to ensure timely service delivery and optimize performance.

Education

MBA in Business Analytics (May 2025) GPA: 3.823, University of Massachusetts Boston, Boston, MA

Relevant Coursework: SQL, Data Analysis, Business Intelligence, Machine Learning, Python

Master of Business Studies (May 2019), Tribhuvan University – Lumbini Banijya Campus, Butwal, Nepal

Bachelor of Business Administration (May 2016) GPA: 3.6, Pokhara University – Tilottama Campus, Butwal, Nepal

Professional Experience

Property Management Assistant, Mediate Management Company, Boston, MA 2021 – Present

Enhance onboarding processes and elevate service standards by instructing and coaching 20+ team members on Yardi Software. Manage resident inquiries, enforce community policies, and coordinate maintenance operations to ensure smooth property management. Monitor package room operations and security systems, mitigate package loss incidents and support investigations, while resolving escalated resident concerns promptly, driving high satisfaction and lease renewals.

•Oversaw daily operations and facilitated resident communications for a 100+ unit property to resolve 30–50 resident requests per shift and maintain exceptional service quality.

•Accelerated issue resolution up to 20% by streamlining follow-up tracking, optimizing vendor coordination, and enhancing documentation processes.

•Ensured timely repairs and minimized service disruptions across the property by directing 10+ vendors and maintenance teams.

•Mentored and supervised 3–6 concierge staff to ensure consistent front-desk operations and strict adherence to building protocols.

•Led daily operations of a 300+ unit residential building to optimize service delivery and operational efficiency.

Cashier, Whole Foods Market, Boston, MA 2021

Processed customer transactions accurately using a cash register or point-of-sale (POS) system, including cash, credit/debit cards, and mobile payments. Handled and reconciled cash drawers at the beginning and end of each shift, accounting for all receipts and ensuring balances are correct.

•Executed 100+ customer transactions per shift with exceptional accuracy, leveraging POS systems, while delivering prompt, courteous service in a high-volume environment.

•Safeguarded cash drawer integrity by rigorously adhering to payment protocols, compliance requirements, and customer service standards.

Sales & Support, World Link Communication Company, Butwal, Nepal 2016 – 2019

Ensured prompt and accurate issue resolution by delivering front-line technical and customer support for internet services. Drove revenue growth by assisting in sales initiatives, including upselling and onboarding new customers. Maintained and updated customer records to ensure timely follow-up communications and consistent service quality. Collaborated with technical teams to troubleshoot issues and coordinate service installations efficiently.

•Resolved 80–90% of customer inquiries on first contact to enhance customer satisfaction, retention, and consistently meet monthly sales targets.

•Handled 25–40 daily customer interactions by supporting new subscriptions, upgrades, and issue resolution.

Internship Experience

Banking Intern, Civil Bank (Internship), Butwal, Nepal (2015)

oSupported account openings, prepared loan documentation, and facilitated transaction processing to ensure accurate and efficient operations.

oDelivered customer service and operational support during a 6-month internship, enhancing client experience and workflow efficiency.

Technical Proficiencies

Microsoft Excel (Pivot Tables, VLOOKUP, Data Cleaning); SQL (basic queries, data extraction, joins); Data Analysis; Database Management; Information Storage Concepts; Exposure to Machine Learning tools and techniques.

Languages

English – Fluent

Nepali – Native

Hindi – Fluent

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