Experience

Switchplace

• United States
• Hospitality
• 1 - 100 Employee

• Manager, Guest Services

  • Apr 2021 - Present

  United States

• Service Delivery Specialist

  • Jan 2011 - Apr 2021

  Dallas/Fort Worth Area Manage customer workload within the deadlines requested, secure all utility services for each Switchplace apartment, and resolve all utility maintenance and billing issues that arise. I build relationships with my vendors as well as gain customer loyalty to assure any issue they have is resolved. I administer office duties, data entry, help build units, I design and facilitate process improvements, action planning, strategic planning, gathering/brainstorming information to resolve problems as… Show more Manage customer workload within the deadlines requested, secure all utility services for each Switchplace apartment, and resolve all utility maintenance and billing issues that arise. I build relationships with my vendors as well as gain customer loyalty to assure any issue they have is resolved. I administer office duties, data entry, help build units, I design and facilitate process improvements, action planning, strategic planning, gathering/brainstorming information to resolve problems as well as making my job and others around me run as smooth as possible. I also manage the service delivery team to facilitate anything that arises and assure that everything is being taken care of in a timely fashion and provide tools to help the Operations Department become a well-defined oil machine.



1st Choice Accommodations / Suite Connections

• Operations Specialist

  • 2005 - Jan 2011

  Dallas, TX Handled customer inquiries, complaints, research, data entry, turn on and off all utilities, handled maintenance issues, created leases and lease extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily in operations and consumer service. Key Accomplishments: Managed customer workload within the deadline requested. Resolved all maintenance, utility, and billing issues for… Show more Handled customer inquiries, complaints, research, data entry, turn on and off all utilities, handled maintenance issues, created leases and lease extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily in operations and consumer service. Key Accomplishments: Managed customer workload within the deadline requested. Resolved all maintenance, utility, and billing issues for client. Became the lead "go-to" person to resolve all customer service issues and documentation preparations. Developed tools for better job performance and improvement of job skills. Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Show less