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Skills

  • Team management
  • Building security protocols
  • First Aid/CPR
  • Organization
  • MS Office
  • Business operations
  • Quality assurance
  • Relationship development
  • Crisis management communication
  • Team building

Work Experiences

  • Achieved Lean for the property in 2016.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Coordinated seasonal welcome events that increased resident engagement by 31% and helped foster a strong community ambiance.
  • Coordinated events for high-profile residents.
  • Achieved reduction within one year.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Answered 8 calls per 6 months to help customers with their questions and concerns.
  • Boosted resident retention by 64%.
  • Collaborated with building management.
  • Oversaw the delivery of category project by standard team, which resulted in framework.

Summaries

  • Assisted with up to 15 resident requests daily.
  • Dedicated Resident Concierge with experience managing luxurious residential towers, improving resident retention through timely service management and personalized resident experiences.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Boosted team performance and service efficiency by 69% %.
  • Professional with more than 18 years of experience working as a Concierge for high-end hotel chains.
  • Achieved 99% accuracy in package handling.
  • Accomplished Resident Concierge with expertise in developing comprehensive resident satisfaction programs, achieving a 82% improvement in overall ratings through feedback integration and continuous service improvement.
  • Cut daily operational errors by 27%.
  • Customer-focused Resident Concierge.
  • Dedicated Resident Concierge with expertise in vendor management.

Accomplishments

  • Collaborated with team of 17 in the development of framework.
  • Successfully coordinated keycard system upgrade, increasing security and reducing tenant access issues by 50% for 6 residents.
  • Streamlined vendor relationships, resulting in cost reductions of $12 through effective negotiation and process improvement.
  • Improved concierge desk efficiency by implementing a new ServiceNow system, decreasing response time for resident requests by 19%.
  • Served as primary liaison for building engineers during property renovations, minimizing resident disturbances and ensuring timely issue resolution.
  • Executed comprehensive building orientation sessions for 13 new residents focused on security, community rules, and services.
  • Engaged in proactive issue resolution for residents, driving a 47% reduction in escalated complaints.
  • Implemented a concierge inventory tracking system, reducing stock discrepancies by 22% and enhancing cost management.
  • Facilitated communication between residents and external vendors, ensuring continuity of service during initiative.
  • Successfully maintained a 74% resident service rating for 2015, consistently exceeding industry customer satisfaction benchmarks.

Affiliations

  • American Society for Industrial Security (ASIS) International
  • Institute of Residential Property Management
  • Concierge and Guest Services Association
  • Society of Women Engineers
  • International Council of Nurses
  • National Residential Landlords Association (NRLA)
  • Green Buildings Certification Institute (GBCI)
  • Residential Property Managers Association (RPMA)
  • Society of Community and Property Managers
  • National Association of Social Workers

Certifications

  • Apple Certified Associate (ACA)
  • Certified Professional Concierge (CPC) - 2023 Vantage
  • Remote Concierge Certification - Concierge Association 2017
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • Certified Residential Property Manager (CRPM) - Brightline
  • Certified Security Professional (CSP) - Cedar Works
  • Cybersecurity Awareness Certification - Cedar Works
  • Conflict Resolution and Mediation Certification – Summit Group
  • Project Management Professional (PMP)

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