As a Customer Service Manager, my primary role was to oversee and lead the customer service team to ensure the delivery of excellent service and support to customers. My responsibilities encompassed a wide range of tasks aimed at enhancing customer satisfaction and fostering positive customer experiences. This included team management, providing coaching and support to team members, setting goals and objectives, customer issue resolution, process improvement, quality assurance, data analysis, customer feedback, training and development, cross-functional collaboration, implementing customer service tools, budget management, reporting, and fostering a customer-centric culture within the organization.

Responsible for assessing reports provided by the HR team, team leaders, and operations managers to determine employee performance and training needs. Suggested changes in policies and procedures based on employee and company needs. Researched compensation standards set by industry and governing bodies in order to create salary structures and administer employee benefits. Created recruitment plans, interview schedules, and evaluation standards in accordance with HR methodologies and labor laws. Supervised all HR activities, communications, reports, requests, and documents created and received by the team. Attended interdepartmental meetings with other managers. Oversaw exit interviews and procedures.

Managed the customer service department budget, including resource allocation and cost control. Prepared and presented regular reports to senior management on customer service performance, key metrics, and improvement initiatives. Fostering a customer-centric culture within the organization, emphasizing the importance of excellent service and customer satisfaction. Ensured employees follow all policies and procedures. As their Customer Service Manager, I was responsible for providing a productive and motivating working environment and addressing any issues/disputes from customers or clients.

Trained in US Real Estate Policies and Processes and possesses hands-on experience with real estate tasks such as Comparative Market Analysis (CMA), Brokers' Price Opinion (BPO), Monthly Marketing Report (MMR), Asset/Property Inspection, Offers and Contracts, Short Sales and more. Assisted clients in buying, selling, and renting properties. Familiar with KW Command (CRM) and other CRMs alike. Counseled clients on market conditions, prices, and mortgages. Assisted Acquisition Managers with all scheduled appointments. Experienced in handling online support tools such as Podio, Xencall, and other helpful platforms to check the propertyʼs market value and Zestimate.

Assisted clients in developing a marketing strategy for their business and provided them with support in the following marketing channels/areas: Online Marketing, Social Media, Email Marketing/Marketing Automation, Events and Online Community Management. Experienced at organizing and facilitating webinars, as well as maintaining online community pages by moderating posts and other communications. Extensive experience in project management of various project niches. Advanced knowledge of project management software/platforms such as Teamwork, Basecamp, Asana, and Trello.

Responsible for product knowledge to answer customer questions. Responsible for closing deals and processing payments. Communicated with customers, made outbound calls, followed up on leads. Answered potential customersʼ questions and email information. Kept up with product and service information and updates. Upsold products and services.