Dedicated and results-oriented professional with over 7 years of experience in customer service, currently serving as an Associate Manager at a dynamic community management company. Adept at leveraging diverse tools and technologies, including Google Suite, Microsoft Office, and various CRM platforms, to streamline operations and enhance team productivity. Proven ability to manage and resolve complex customer inquiries, focusing on delivering exceptional service and fostering positive community relations. It is skilled in utilizing communication tools to maintain effective interactions and ensure seamless information flow across teams. Possess foundational expertise in content creation and editing, adding value by crafting engaging materials that align with organizational goals. Committed to driving continuous improvement and delivering impactful results in a fast-paced environment.

EDUCATION

ACCESS COMPUTER COLLEGE

Bachelor's Degree in Tourism Management

(2015-2016)

SKILLS

• Excellent verbal and written communication skills
• Taking responsibility
• Effective listening
• Detail oriented
• Experience in CRM tools
• Email Management
• Call Handling
• Document Review and Management
• Adaptability to schedule change
• Amenable to work on graveyard shift

TOOLS USED

• Remote Desktop
• Outlook (email, calendar)
• Microsoft Office
• GoTo
• Docusign
• Customer Service tools
• CINC system
• Teams
• Slack
• Webex

PROFESSIONAL EXPERIENCE

Virtual Associate Manager

Seabreeze Management

(Present}

• Assist in the preparation and maintenance of HOA documents, records, and correspondence
• Manage and update member databases and communication systems.
• Coordinate with vendors, contractors, and service providers for various community projects and services.
• Ensure that maintenance and repair requests are handled promptly and effectively
• Review and process architectural control applications and ensure compliance with community guidelines.
• Act as a point of contact for homeowners, addressing their inquiries, concerns, and complaints.

Back Office Insurance Specialist

AFNI

(2021-2024)

• Detailed review on new policies and policy revisions.
• Meet deadlines as per clients request.
• Communicate with other department if there is any discrepancies on the document.
• Tracks policy’s status and records all important details regarding the policy reviewed.
• Organize and manage documents used in the review.

Resolution Specialist

AFNI

(2018-2021)

• Responding promptly to customer inquiries
• Maintain positive, empathetic, and professional attitude toward customers at all times.
• Keeping records of customer interactions, transactions, comments, and complaints
• Conduct researches and resolve customer escalations regarding their concerns.
• De-escalate the customer's concern and research the inquiry to determine the validity as well as the root cause trigger for the reason of the complaint

Outbound Collection Specialist

Alorica

(2016-2018)

• Maintained close customer contact during periods of delinquency and provided friendly yet persuasive customer service while following up on payment arrangements.
• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service and collection efforts.
• Changed customer's perspectives on collections agents through outstanding customer service generating more resolved accounts and a positive company outlook.