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Skills

  • MS Office
  • Exclusive service partnerships with local businesses
  • Dispute resolution techniques
  • Supervision
  • Anticipation of resident needs
  • Staff training and mentoring
  • Vendor interaction
  • Building community engagement strategies
  • Team management
  • Emergency response procedures

Work Experiences

  • Saved $13 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved a 60% drop in negative reviews.
  • Achieved results in the past year.
  • Collaborated with maintenance teams to report and request resolutions for property issues, ensuring successful completion of 77% of maintenance tickets within 24 hours.
  • Contributed to a $8 increase in service usage.
  • Achieved a 17% reduction in disputes.
  • Answered 18 calls per one year to help customers with their questions and concerns.
  • Anticipated resident needs.
  • Had an excellent attendance record and was always on time for work.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Concierge service with over 16 years of hospitality and tourism experience.
  • Dedicated to learning, growing, and succeeding in Travel and Hospitality.
  • Attentive Residential Concierge.
  • Accomplished Residential Concierge.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Boosted team performance.
  • Accomplished Residential Concierge with a hands-on approach to training staff, boosting team performance and overall service quality, which contributed to earning a procedure.
  • Attentive Residential Concierge with a keen understanding of vendor coordination and logistics, enhancing building operations and reducing delivery errors by 15%.
  • Achieved a 16% improvement in resident satisfaction.
  • Professional in the hospitality industry with in-depth knowledge of venues, tourist attractions, dining, and entertainment options.

Accomplishments

  • Coordinated high-end concierge services for 5 units, maintaining consistent resident satisfaction scores above 61%.
  • Improved security protocol in collaboration with building management, reducing security incidents by 39%.
  • Saved company $16 annually by optimizing vendor agreements for laundry, cleaning, and other resident services without compromising service quality.
  • Provided detailed property tours and informational sessions to new residents, lowering tenant turnover rates by 67%.
  • Leveraged a resident communication platform to send timely reminders around building services and community events, improving resident engagement by 15%.
  • Established strong working relationships with local service providers, securing exclusive discounts for residents on services such as transportation and dry cleaning.
  • Trained a new team of concierge hires within 12 weeks, achieving immediate customer service consistency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented a digital concierge service platform, improving communication efficiency and reducing resident service request resolution time by 74% hours.
  • Utilized customer relationship management tools to track requests and feedback, reducing repeat resident complaints by 26%.

Affiliations

  • Residential Real Estate Council (RRC)
  • International Council of Nurses
  • Institute for Real Estate Management (IREM)
  • Greater Hospitality and Tourism Education Association
  • Project Management Institute
  • Community Associations Institute (CAI)
  • International Concierge and Lifestyle Management Association (ICLMA)
  • Rotary International
  • Building Service Contractors Association International (BSCAI)
  • National Concierge Association (NCA)

Certifications

  • Certified Property Manager (CPM) by the Institute of Real Estate Management (IREM)
  • Certified Apartment Maintenance Technician (CAMT) by the National Apartment Association Education Institute
  • Security Awareness Training Certification from method
  • CompTIA Network+
  • Customer Service Excellence Certificate from system
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Residential Concierge (CRC) from the International Concierge Institute (ICI)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certification in Conflict Resolution and Mediation from procedure

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