Senior Strategic Solutions Advisor Resume Example
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SENIOR STRATEGIC SOLUTIONS ADVISOR
Professional Summary
Senior Strategic Solutions Advisor that oversaw help desk staff and ensured end-users received the
appropriate assistance that aligned with organizational, strategic objectives. Managed all procedures related
to identification, prioritization, and resolution of incidents, including the monitoring, tracking, and
coordination of help desk functions. Planned, designed, and analyzed the help desk according to best
practices while ensuring high levels of customer service, availability, and quick resolution. Twenty-nine
years of experience in the customer service industry with a seventeen-year background in property
management and nine-years of expertise in a 5-tier help desk environment. Ability to quickly master new
processes in both team and self-directed settings. Innovative, meticulous, organized, initiative-taking, and
excelled successfully under pressure for deadlines with an ability to manage multiple projects
simultaneously.
Skills
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Work History
Senior Strategic Solutions Advisor, 11/2009 to 12/2018
Lowe Enterprises – Englewood , CO
Lowe Enterprises – Englewood , CO
- Day to Day support of property management systems (Yardi, RealPage and MRI), 'credit screening, payment and billing portal, leasing management.
- Mastered aspects other roles within the company to work cohesively with and to provide support to accounting, marketing, site managers, RPMs, technology, and corporate executives for residential and commercial properties.
- Mentored team members by assisting with outstanding requests and assigned tickets to team members to encourage a growth mindset to help develop critical thinking skills for current and new employees.
- Coordinated and collaborated with site staff, owners, RPMs, accounting, and marketing to manage property dispositions, software platform changes, site audits, and third-party transitions.
- Developed, implemented, and maintained a monthly and yearly help desk analysis report to track changes in the portfolio, trends, group initiatives, team performance, improve productivity, create proactive resolutions, refine standard operating procedures, assist with budgeting, and to re-brand the department.
- Assisted with implementation of and supported upgrades, rollouts, conversions, new property set-ups, and takeovers by creating training processes, compatibility testing, validating data, and various other required tasks.
Assistant Property Manager, 11/2001 to 11/2009
American Renal Associates – Hammond , IN
American Renal Associates – Hammond , IN
- Assisted the Property Manager with the overall operation of the property day to day implementation of policies, procedures, and programs.
- Recruited to quickly master all operational procedures in the absence of a manager and during management and ownership transition.
- Scheduled and monitored apartment make-ready process, capital improvements, bond and property audits, leasing steps completion, move-ins, move-outs, renewals, notices to vacates, compliance training, and resident events.
- Prepared weekly and monthly financial reports, including owner reports, accounting month-end, occupancy month-end, GPR, market research and analysis, and aged receivables review.
Administrative Assistant, 02/2000 to 10/2001
Ed Napleton Automotive Group – Clermont , FL
Ed Napleton Automotive Group – Clermont , FL
- Functioned as the office manager and performed administrative duties for five attorneys.
- Prepared a variety of legal documents such as pleadings, briefs, opinions, complaints, and orders from verbal and written instructions; strictly adhered to privacy laws to avert possible information breaches and protected client data.
Front Desk Customer Service Representative, 04/1997 to 04/1998
Crocs – Eagan , MN
Crocs – Eagan , MN
- Ensured guest satisfaction from registration to departure, offered efficient assistance, performed all guest accounting functions, and answered questions to build rapport and retention.
- Investigated and resolved customer complaints; prevented potential problems by monitoring operational issues, and associate performance.
- Crossed-trained to gain hands-on experience and insight into all facets of hotel operations, including front desk administration, night audit, and food/beverage to better provide customers with a positive experience.
Visual Merchandising Manager, 02/1995 to 04/1998
Pebbles Department Store – City , STATE
Pebbles Department Store – City , STATE
- Created appealing merchandise displays with a strong emphasis on an eye for detail and color to enhance the client's experience in the store.
- Worked cohesively with buyers, planning teams, marketing specialists, and cross-functional teams for product promotions and seasonal decor.
- Trained new employees and field personnel to provide customers with a conceptualization of the company's brand through the development of visual presentation, operational procedures, and service skills.
Education
Bachelor of Science: Business AdministrationKaplan University - City, State
A.A: Specialized Business: Hotel and Restaurant ManagementPennsylvania Culinary Institute - City, State
A.A: Business AdministrationHoward Community College - City, State
Work History
SeniorStrategic Solutions Advisor, 11/2009 to 12/2018
Company Name – City, State
Company Name – City, State
- Day to Day support of property management systems (Yardi, RealPage and MRI), 'credit screening, payment and billing portal, leasing management.
- Mastered aspects other roles within the company to work cohesively with and to provide support to accounting, marketing, site managers, RPMs, technology, and corporate executives for residential and commercial properties.
- Mentored team members by assisting with outstanding requests and assigned tickets to team members to encourage a growth mindset to help develop critical thinking skills for current and new employees.
- Coordinated and collaborated with site staff, owners, RPMs, accounting, and marketing to manage property dispositions, software platform changes, site audits, and third-party transitions.
- Developed, implemented, and maintained a monthly and yearly help desk analysis report to track changes in the portfolio, trends, group initiatives, team performance, improve productivity, create proactive resolutions, refine standard operating procedures, assist with budgeting, and to re-brand the department.
- Assisted with implementation of and supported upgrades, rollouts, conversions, new property set-ups, and takeovers by creating training processes, compatibility testing, validating data, and various other required tasks.
Assistant Property Manager, 11/2001 to 11/2009
Company Name – City, State
Company Name – City, State
- Assisted the Property Manager with the overall operation of the property day to day implementation of policies, procedures, and programs.
- Recruited to quickly master all operational procedures in the absence of a manager and during management and ownership transition.
- Scheduled and monitored apartment make-ready process, capital improvements, bond and property audits, leasing steps completion, move-ins, move-outs, renewals, notices to vacates, compliance training, and resident events.
- Prepared weekly and monthly financial reports, including owner reports, accounting month-end, occupancy month-end, GPR, market research and analysis, and aged receivables review.
Administrative Assistant, 02/2000 to 10/2001
Company Name – City, State
Company Name – City, State
- Functioned as the office manager and performed administrative duties for five attorneys.
- Prepared a variety of legal documents such as pleadings, briefs, opinions, complaints, and orders from verbal and written instructions; strictly adhered to privacy laws to avert possible information breaches and protected client data.
Front Desk Customer Service Representative, 04/1997 to 04/1998
Company Name – City, State
Company Name – City, State
- Ensured guest satisfaction from registration to departure, offered efficient assistance, performed all guest accounting functions, and answered questions to build rapport and retention.
- Investigated and resolved customer complaints; prevented potential problems by monitoring operational issues, and associate performance.
- Crossed-trained to gain hands-on experience and insight into all facets of hotel operations, including front desk administration, night audit, and food/beverage to better provide customers with a positive experience.
Visual Merchandising Manager, 02/1995 to 04/1998
Company Name – City, State
Company Name – City, State
- Created appealing merchandise displays with a strong emphasis on an eye for detail and color to enhance the client's experience in the store.
- Worked cohesively with buyers, planning teams, marketing specialists, and cross-functional teams for product promotions and seasonal decor.
- Trained new employees and field personnel to provide customers with a conceptualization of the company's brand through the development of visual presentation, operational procedures, and service skills.
Skills
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Resume Overview
School Attended
- Kaplan University
- Pennsylvania Culinary Institute
- Howard Community College
Job Titles Held:
- Senior Strategic Solutions Advisor
- Assistant Property Manager
- Administrative Assistant
- Front Desk Customer Service Representative
- Visual Merchandising Manager
Degrees
- Bachelor of Science : Business Administration
A.A : Specialized Business: Hotel and Restaurant Management
A.A : Business Administration
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