Real Estate Administrative Assistant at CUE Residentials (2025-08 – Present)
- Optimized Tenant Operations: Managed all maintenance and HVAC service requests, ensuring 100% of tenant concerns were logged and relayed to the Rent Manager without delay.
- Professional Inquiry Management: Acted as the primary point of contact for prospective tenants, providing accurate unit data and streamlining the tour scheduling process to support leasing goals.
- High-Accuracy Communication: Served as a reliable liaison between tenants and management, relaying critical messages timely and without interpretation to ensure operational alignment.
- Data Integrity & Compliance: Maintained organized, company-standard documentation for HVAC and maintenance records, ensuring audit-readiness and information confidentiality.
IT Support Specialist - Major Incident Manager & CMW Coordinator at Infor PSSC (2021-05 – 2025-08)
- Directed Severity 1 communications for executives and stakeholders while managing incident logging and tracking.
- Coordinated IT Maintenance Windows, including meeting preparation, agenda setting, and technical note-taking.
- Streamlined operations through SOP creation, process documentation, and quality auditing of tasks.
- Utilized ServiceNow, Jira, and Monday.com for task tracking, data reporting, and database organization.
- Managed global ticket queues and sent hourly Severity 1 notifications to ensure timely incident resolution.
- Led onboarding for new hires, delivering knowledge transfers and creating comprehensive service desk documentation.
- Analyzed business requirements to support application users and shadowed consultants to document new workflows.
- Collaborated with global delivery teams to recommend process improvements and escalate client concerns.
Quality Analyst at KMC (2019-10 – 2021-05)
- Directed High-Level Issue Resolution: Conducted comprehensive Root Cause Analysis (RCA) on CEO-level complaints, identifying critical process gaps and implementing rectifications that improved overall service quality.
- Drove Process Enhancements: Leveraged data-driven insights from email and voice transaction audits to provide actionable feedback, directly enhancing support workflows for both Business Helpdesk and Mobile Consumer segments.
- Ensured Service Excellence: Systematically audited inbound and outbound transactions through custom-fit quality frameworks to maintain 100% alignment with company standards.
Team Leader at TaskUs (2019-07 – 2019-10)
- Drove Team Performance: Directed day-to-day operations and provided strategic guidance to ensure all team members consistently met and exceeded performance targets.
- Operational Excellence: Implemented clear guidelines and streamlined workflows to align team efforts with core business objectives.
- Proactive Problem Solving: Acted as the primary point of escalation, resolving complex employee issues and maintaining team cohesion in a fast-paced environment.
- Strategic Alignment: Facilitated regular briefings to ensure 100% team understanding of project goals, fostering a collaborative culture focused on achieving collective success.
Quality Analyst at TaskUs (2018-07 – 2019-07)
- Identified Performance Trends: Analyzed data from quality evaluations across email, chat, and inbound/outbound voice channels to pinpoint critical service trends.
- Developed Strategic Programs: Formulated and implemented strategic initiatives designed to profoundly enhance service quality and drive business excellence.
- Multi-Channel Quality Auditing: Conducted systematic evaluations across diverse communication platforms to ensure consistent service delivery and operational alignment.
Level 3 Agent (Subject Matter Expert) at Stellar (2016-06 – 2018-07)
Handled complex customer issues across Verification, Billing, Roadside, Escalations, and Claims. Trained in multiple LOBs and used Zendesk and CRM tools for case management and resolution. Tasked to perform floor walking for new hires.
- Verification (Background Checking)
- General Line (Customer Support)
- Emergency Line (Escalations/Roadside Assistance)
- Billing Line (Answer Basic Billing Queries)
- Trust & Safety (Claims)
Debt Management (Collections) / Subject Matter Expert at Stellar (2015-01 – 2016-04)
- Managed inbound and outbound calls to assist customers with overdue utility accounts, aiming to reduce receivables and resolve billing disputes.
- Evaluated customers' financial circumstances to propose practical and sustainable payment arrangements.
- Maintained compliance with regulatory standards while delivering respectful, solution-focused customer interactions.
- Contributed to improved collection rates and customer satisfaction by balancing empathy with business objectives.
- Assist with daily team questions & perform floor assistance when there are new hires.
