Nicolas

-Lead and mentor the vendor recruiting team, managing the full sourcing lifecycle from prospecting to onboarding.

-Conduct vendor interviews and evaluations, achieving compliance rate for required documentation.

-Streamlined onboarding process in PMS, reducing vendor activation time

-Cultivate long-term partnerships with property managers.

-Contact customers with past-due accounts by phone to negotiate payments and secure commitments

-Analyze customer financial information and create payment plans

-Resolve customer disputes in a timely manner

-Mantain a high level of professionalism and customer service at all times

-Mentor the new waves while in the process of nesting and first weeks as customer support agents

New Hires Trainer

-Training the new hires on company-specific policies, procedures and compliance guidelines

-Listened, diagnosed and resolved technical issues guiding the trainees through step-by-step solutions

-Coaching sessions with the new hires to find opportunities to grow and develop as better agents

-Start and guide the trainees in the nesting process where they get the full experience of costumer support applying what was thaught on the training satge-Training the new hires on company-specific policies, procedures and compliance guidelines -Listened, diagnosed and resolved technical issues guiding the trainees through step-by-step solutions -Coaching sessions with the new hires to find opportunities to grow and develop as better agents -Start and guide the trainees in the nesting process where they get the full experience of costumer support applying what was thaught on the training satge

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Costumer Support Representative

-Provide prompt costumer support with a professional, friendly and patient attitude

-Proactibly memorized the products and serviced offered by the LOB

-Completed costumer insight reports and input over different units of sensitive data

-Politely addressed any costumers complaints, escalating to management only when necessary

-Serve as primary point of contact for property management partners, owning client relationships and ensuring high retention and satisfaction

-Lead onboarding and implementation of AI-powered leasing and receptionist solutions across multifamily portfolios

-Configure and optimize call flows, Q&A scripts, and property-specific workflows to align with operational policies and brand standards

-Translate client requirements into structured documentation and actionable deliverables for internal product and operations teams

-Identify process improvements to enhance call handling accuracy, and resident experience