Leasing & Retention Specialist | Sales & Technical Support Expert

Proficient in Microsoft Excel for data analysis, reporting, and spreadsheet management. Skilled in using functions, pivot tables, charts, and formulas to organize data, generate insights, and support decision-making. Experienced in creating structured spreadsheets to track performance metrics, trends, and operational efficiency.

Seasoned and results-oriented professional with over a decade of hands-on experience leading high-performing teams across leasing, maintenance coordination, sales, technical support, and customer retention. Demonstrated ability to develop and implement effective strategies that increase occupancy rates, reduce churn, and exceed revenue targets. Proven expertise in training and mentoring teams, optimizing workflows, and utilizing CRM platforms to track performance, manage tenant lifecycles, and improve service delivery.

Skilled in using Yardi for maintenance management, including creating, assigning, and tracking work orders to ensure timely resolution of service requests. Experienced in coordinating with maintenance teams, updating status logs, and maintaining accurate records to support operational efficiency and tenant satisfaction.

Proficient in using Salesforce for tracking customer cases, managing workflows, and ensuring timely resolution of issues. Experienced in navigating the Salesforce Knowledge Base to find, create, and share articles that support efficient case handling and enhance customer support accuracy.

Seasoned customer service professional with 17 years of experience delivering exceptional support across various industries. Expert in handling complex inquiries, resolving issues efficiently, and building lasting customer relationships. Known for strong communication skills, empathy, and a commitment to customer satisfaction, with a proven track record of meeting and exceeding service goals.

Experienced in sales with a strong focus on upselling within technical accounts by identifying customer needs, aligning product solutions, and driving value-based conversations. Skilled in building trust, presenting technical features in a customer-friendly way, and increasing revenue through strategic product recommendations and account growth initiatives.

Proficient in using Genesys Cloud to monitor and manage team performance, service levels, and real-time metrics. Skilled in analyzing queue activity, agent adherence, and interaction data to optimize staffing, improve response times, and ensure consistent service delivery aligned with organizational goals.