Experience

JBG SMITH

• United States
• Real Estate
• 400 - 500 Employee

• Assistant Community Manager

  • May 2022 - Present

  • Actively manage revenue and expenses for their community and assist team members as needed to ensure that the team performs its best.• Driven by a desire to deliver service excellence, Assistant Community Managers naturally excel at motivating employees to anticipate resident and prospective resident needs and provide superior customer service.• Work with the Community Manager to build a strong and cohesive team that is motivated to perform including assisting, training, and coaching team members.• Demonstrate a passion for service excellence that inspires team members to provide service and care that distinguishes JBG SMITH from the competition.• Coordinate with residents and the team to ensure a smooth move-in experience.• Empower team members to resolve service issues and work quickly, creatively, and effectively with residents to address issues.• Manage financial performance of the community with a specific focus on rent collection, renewal retention program, and invoice management.• Conduct thoughtful and personalized tours to prospective residents to ensure that the community maintains targeted occupancy goals.• Participate in community activities and social events to build resident relationships.• Routinely inspect the community to ensure that the highest standards are maintained. Show less

• Lead Concierge

  • Dec 2018 - May 2022

  Personnel Management- Assemble a motivated Concierge team with a strong service ethic.- Facilitate employee orientation.- Instruct and advise Concierge staff of company and property procedures and guidelines.- Develop team through on-the-job activities and ensure they participate in all required training programs.- Effectively delegate/supervise/prioritize day-to-day operating tasks of staff.- Direct weekly team meeting or communication to enhance performance and effectiveness.- Assist Property/General Manager in creating and facilitating annual performance evaluations of the front desk staff.- Enhance the resident experience by creating and maintaining a warm, inviting, and professional environment.- Welcome current/prospective residents and their guests with courtesy, poise and professionalism (stand, greet, eye contact, firm handshake, etc.).- Personalize each interaction to maximize the customer experience.- Anticipate the needs of our customers and seek creative ways to exceed expectations.- Manage all incoming inquiries and warmly transfer to the appropriate party.- Act as liaison between customers, guests, and JBG associates.- Actively seek ways to resolve issues or concerns with customer and business needs in mind.- Diffuse and redirect difficult situations while maintaining decorum; apply common sense and judgment to work problems.- Build a sense of community such that residents feel comfortable and “at home.”- Adapt to constantly changing situations and personalities, ensuring quality service to all customers.- Project warmth, care, and concern for all, along with proper etiquette.- Maintain an organized and inviting front desk.- Complete all paperwork correctly.- Process/sort incoming mail.- Complete all data entry/computer requirements accurately on a daily basis.- Proofread and review all documents and reports to ensure error-free work.- Organize and coordinate work.- Other duties as assigned. Show less

• Residents Assistant

  • Mar 2018 - Dec 2018

  -Enhance the resident experience by creating and maintaining a warm, inviting, hassle-free and professional environment.-Performs in unit package and dry-cleaning delivery-Removes cardboard and packing supplies for new move-ins-Assists with residents moves to the building-Assists residents with pets, carrying bags, groceries, mail; etc.-Calls taxis and assists with Uber-Facilitates in-unit deliveries as needed-Offers information pertaining to the neighborhood-points of interest, and entertainment attractions-Personalizes each interaction to maximize the customer experience-Demonstrates discretion and an understanding of confidentiality-Anticipates the needs of our customers and seeks creative ways to exceed expectations-Actively seeks ways to resolve issues or concerns with customer and business needs in mind-Builds a sense of community such that residents feel comfortable and “at home.”-Adapts to a constantly changing situations and personalities, ensuring quality service to all customers-Projects warmth, care, and concern for all, along with proper etiquette-Maintains a well-groomed appearance-Leaves hand-written notes in resident apartment homes-Other duties as assigned Show less

• Concierge

  • Mar 2017 - Mar 2018

  -Enhance the resident experience by creating and maintaining a warm, inviting, and professional environment.-Welcome current/prospective residents and their guests with courtesy, poise and professionalism (stand, greet, eye contact, firm handshake, etc.).-Personalize each interaction to maximize the customer experience.-Anticipate the needs of our customers and seek creative ways to exceed expectations.-Manage all incoming inquiries and warmly transfer to the appropriate party.-Act as liaison between customers, guests, and JBG associates.-Actively seek ways to resolve issues or concerns with customer and business needs in mind.-Diffuse and redirect difficult situations while maintaining decorum; apply common sense and judgment to work problems.-Build a sense of community such that residents feel comfortable and “at home.”-Adapt to constantly changing situations and personalities, ensuring quality service to all customers.-Project warmth, care, and concern for all, along with proper etiquette.-Maintain an organized and inviting front desk.-Complete all paperwork correctly.-Process/sort incoming mail.-Complete all data entry/computer requirements accurately on a daily basis.-Proofread and review all documents and reports to ensure error-free work.-Organize and coordinate work. Show less



NFC Amenity Management

• United States
• Hospitality
• 400 - 500 Employee

• Concierge at The Lauren Residences

  • Mar 2016 - Mar 2017

  -Standing and greeting residents and guests according to company standards -Maintaining ownership of the process of resolving resident and guest complaints -Interact with all residents, showing genuine appreciation -Provide knowledgeable and comprehensive information about the surrounding areas -Promptly answer, record, and complete all resident requests, phone calls, questions, or concerns -Assist in the scheduling of move-ins and move-outs -Scheduling and facilitating deliveries and residents' moves. -Monitoring surveillance cameras -Monitoring and securing the lobby -Walking the premises to ensure that the highest standards are being maintained -Complete requests for services, such as but not limited to dry-cleaning pick-up and drop-off, event planning, pet walking, housekeeping, grocery delivery, etc. -Facilitating contractor check-ins and check-outs and cultivate relationships with the company's preferred vendors -Facilitating realtor and potential buyer visits -Arranging airport and local transportation by establishing a network of competent and reliable companies -Scheduling dinner reservations upon request -Follow all company policies and procedures, including NFC grooming standards -Maintain confidentiality of proprietary information and resident identification -Enforcing safety procedures -Logging and announcing visitors -Comply with quality assurance expectations and standards Show less



The City of Champions on America, INC

• Washington, District Of Columbia

• Administator

  • Apr 2011 - Nov 2015

  • Coordinated with office staff to maintain records of business transactions • Processed incoming/outgoing mail • Installed and maintained church membership, accounting and other important software • Received organizational guest and met all logistical needs. • Maintained the master church calendar • Kept printed materials current and accurate (church brochures, forms, applications, etc.) • Coordinated with office staff to maintain records of business transactions • Processed incoming/outgoing mail • Installed and maintained church membership, accounting and other important software • Received organizational guest and met all logistical needs. • Maintained the master church calendar • Kept printed materials current and accurate (church brochures, forms, applications, etc.)



Maximus Ticket To Work Program

• Government Relations

• Ticket Service Coordinator

  • Nov 2008 - Dec 2010

  • Responded effectively to incoming telephone calls and emails by providing accurate information regarding the Maximus Ticket to Work Program • Identified and resolved customers’ issues • Developed documents in support of client requirements • Performed comfortably in a fast-paced, deadline-and detail-oriented work environment. • Implemented complex government program policies. • Followed up on customer inquiries not immediately resolved • Documented all calls and contacts in a timely, accurate, complete, and efficient manner Show less



Advantage Human Resourcing/ SEIU

• Washington, District Of Columbia

• Secretary

  • Aug 2007 - Jul 2008

  • Served as a first point of contact for incoming calls and transferring calls to appropriate individuals. • Provided clerical, secretarial, receptionist, word processing, filing and record keeping for employees • Received SEIU pensioners and participants requests over the phone, answered any questions about their accounts, and updated their information in the database • Composed and modified memos, correspondence, reports, and other documents • Scheduled future appointments and answered inquiries • Collected and distributed mail and messages • Maintained and distributed staff weekly schedules • Interfaced with personnel to coordinate meetings, maintain logs, records and files; provide end-user support; providing minutes from meetings is required Show less



MV Transportation

• United States
• Ground Passenger Transportation
• 700 & Above Employee

• Call Center Supervisor

  • Dec 2005 - Jun 2007

  • Managed over 40 staff members, who were responsible for answering approximately 2500 calls with less than 4% call abandonment rate. • Responsible for day-to-day operations of the call center for the Washington Metropolitan Area Transit Authority (WMATA) contract • Ensured that reservations were completed in two minutes or less maintaining a 92% service level. • Facilitated classroom for Trapeze training with reservation agents and dispatchers. • Investigated and responded to high level complaints from customers with reservation or scheduling complaints. • Conducted interviews, hired new staff, and provided employee orientation. • Coached and provided career development advice to staff. • Responsible for staff scheduling to include: employees training, vacations, breaks, and shift rotations. Show less