Property Management Operations Coordinator/Asst Property Manager at PMI San Francisco & East Bay (2026-04 – 2026-06)
Full Time Role
- Managed lease renewal workflows from resident evaluation through owner approval, lease preparation, execution, and resident follow-up.
- Prepared lease agreements, renewal documents, and electronic signature packages through RentSign, ensuring accuracy and timely completion of lease transactions.
- Reviewed resident ledgers, rent schedules, recurring charges, and account balances to ensure lease terms, rent amounts, and resident charges were accurate and up to date.
- Conducted resident and market evaluations to support lease renewal recommendations, rent adjustments, occupancy planning, and resident retention efforts.
- Reviewed renter's insurance compliance, verified required liability coverage, and coordinated follow-up communications with residents to maintain lease compliance requirements.
- Coordinated with maintenance teams to review work order history, resident concerns, and property-related issues to support lease renewals and property management decisions.
- Collaborated with property managers, property owners, accounting teams, and residents regarding lease renewals, rent adjustments, compliance requirements, documentation updates, and operational follow-through.
Property Management Operations Coordinator/Asst Property Manager at Midwest Property Group (2025-12 – 2026-04)
Full Time Role
- Manage property operations workflows across lease renewals, inspections, maintenance coordination, and tenant communication to ensure consistent execution and clear visibility across all stages.
- Oversee lease renewal tracking, tenant follow-ups, and coordination with property management to reduce delays and support occupancy continuity.
- Coordinate annual inspections from scheduling to post-inspection review, including documentation, compliance-related observations, and follow-up tracking.
- Create and manage work orders based on inspection findings, ensuring accurate classification between tenant responsibility and management scope to avoid miscommunication and unnecessary service requests.
- Support Section 8 processes by coordinating with caseworkers, tracking documentation, and maintaining organized records to ensure compliance and minimize payment or documentation delays.
- Maintain accurate and up-to-date records in AppFolio, ensuring all workflows, communication, and next steps are properly documented and accessible.
- Improve operational visibility by organizing tracking systems for inspections, lease renewals, and maintenance workflows, enabling property managers to make faster and more informed decisions.
Client Success Manager & Operations Specialist at American Income Life (2024-11 – 2025-12)
Full Time Role
- Trained licensed life insurance managers and agents in the U.S. on effective appointment strategies, increasing client show-up rates from 35% to 60% through research-based methods and practical application.
- Led and trained four classes of appointment setters/bookers, ensuring consistent performance in booking qualified clients for agents.
- Developed and maintained SOPs, scripts, and communication frameworks to improve client engagement and streamline booking workflows.
- Acted as a key point of contact for agents and clients, overseeing appointment confirmations, status tracking, and timely updates.
- Managed CRM records, ensuring complete and accurate client data, next steps, and follow-up tasks.
- Prepared daily and weekly engagement reports for leadership to support decision-making and performance tracking.
- Created documentation and optimized workflows to enhance the client journey and reduce friction across operational touchpoints.
- Provided email-based support for client inquiries, scheduling changes, and general assistance to maintain smooth communication.
- Assisted clients on Zoom by guiding them through meeting setup, confirming audio and device readiness, and ensuring they were prepared for their scheduled appointments.
Client Success Manager & Operations Specialist at Get Your Funds (2024-11 – 2024-05)
Project Duration
- Drafted and prepared client contracts for foreclosure fund claims, ensuring accuracy and clear communication throughout the client process.
- Organized client folders and required documents to support court filings, maintaining complete and compliant case records.
- Created workflows and SOPs to help the team manage leads, client communication, and follow-up steps more efficiently.
- Trained team members on proper communication, scripts, and client-handling best practices to ensure a smooth and consistent client experience.
- Managed the CRM, tracked lead and client progress, and ensured all records, updates, and next steps were accurately documented.
Client Success Assistant & Operations Specialist at The Law Office of Josiah Young (2024-05 – 2024-10)
Project Duration
- Managed client communication via email, provided case updates, and ensured all documentation requests were completed on time.
- Oversaw onboarding for new clients, ensuring smooth intake, accurate information gathering, and timely submission of required forms.
- Maintained and updated client records in Clio and internal trackers to prevent missed deadlines and keep cases moving efficiently.
- Organized digital files and updated case milestones to improve transparency and help clients understand their case status.
- Coordinated with internal and external stakeholders to communicate timelines, next steps, and important case details.
Client Success Manager & Team Leader at No Needle Needed (2023-06 – 2024-05)
Full Time Role
- Led day-to-day client operations across 3 different time zones, ensuring smooth service delivery and timely coordination with clients and internal teams.
- Trained and supported a team of Account Managers, guiding their workflow, documentation habits, and client-handling processes to improve overall efficiency.
- Created SOPs and internal documentation that standardized procedures and improved operational consistency across departments.
- Coordinated with leadership to refine workflows and enhance the client journey from initial inquiry to service completion.
- Managed multiple calendars, emails, and scheduling tasks, ensuring organized operations and timely client follow-ups.
- Answered and redirected client calls professionally, providing accurate information and maintaining strong client satisfaction.
- Tracked, monitored, and followed up on client inquiries to ensure quick resolution and a positive client experience.
- Distributed weekly operational updates to keep the team aligned with changes, priorities, and performance expectations.
- Maintained digital records, uploaded documentation, processed invoices, and handled accounts receivable using MS Office and Google Workspace.
- Conducted online research to support client needs and assist internal decision-making.
- Scheduled client visits and coordinated appointment logistics, contributing to a more organized and client-centered workflow.
Client Success Assistant & Operations Specialist at Full Potential Solutions (2022-11 – 2023-05)
Full Time Role
- Pre-qualified clients and assessed their needs, ensuring all information collected was complete, accurate, and compliant before moving to the next stage of the process.
- Maintained detailed and organized CRM logs to ensure clear documentation of client interactions, progress, and follow-up actions.
- Delivered performance and client-progress reports that highlighted trends, blockers, and improvement opportunities for leadership.
- Coordinated follow-ups and monitored client milestones to ensure timely progression and a smooth client experience.
- Supported operational tasks such as documentation reviews, appointment coordination, and processing client requirements.
- Ensured consistent communication across teams by updating trackers, clarifying next steps, and escalating concerns when needed.
Client Success Manager & Team Leader at TELUS International (2021-05 – 2022-10)
Full Time Role
- Led a B2B client support team, ensuring business clients received accurate, timely, and high-quality assistance across all inquiries.
- Managed escalations and resolved complex client issues quickly while maintaining complete documentation and clear communication.
- Provided leadership with regular reports outlining client concerns, satisfaction trends, and performance data to support decision-making.
- Collaborated closely with operations, customer service, and marketing teams to maintain alignment on client needs and service delivery standards.
- Monitored team performance, guided daily workflow, and ensured consistent adherence to client-facing processes and service expectations.
- Supported continuous improvement by identifying recurring issues, recommending solutions, and optimizing internal processes for smoother client experiences.
Product & Communications Trainer at Sitel (2018-01 – 2020-12)
Customer Service & Technical Support Roles at Concentrix, Convergys, Accenture, Cybernet (2017-01 – 2018-12)
