Heather Pllana
Leander,TX
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Concierge
Lux Concierge
Austin, TX
03.2022 - Current
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Arranged for transportation to and from airport, train station and events for visitors.
- Carried out day-day-day duties accurately and efficiently.
Leasing Specialist
WPM Real Estate/The Time Group
Baltimore, MD
01.2019 - 12.2021
- Answered phone calls and emails and responded to questions from prospects quickly and effectively.
- Set appointment times for individuals to tour facilities and see available units.
- Showed apartments to potential tenants and answered questions regarding community.
- Regularly inspected curb appeal of facilities to keep property great shape.
- Worked with property managers to maintain market readiness and facilitate smooth transitions.
- Performed background checks on apartment applicants.
- Toured property with prospective tenants and provided wealth of information in regards to its key features.
Resident Service Coordinator
RAM Partners LLC
Nottingham, MD
08.2017 - 12.2019
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Developed and created programs and monitored effectiveness against individual participant needs.
- Oversaw staff development through in-depth trainings, workshops, seminars and other learning opportunities.
- Referred families to shelters, legal resources and educational programs.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Education
Associate of Arts - Public Relations, Advertising, And Applied Communication
Anne Arundel Community College
Arnold, MD04.2007
Skills
- Amenities Information
- Business Services
- Mail Receiving and Delivery
- Spa Treatment Coordination
- Meeting Organization
- Running Guest Errands
- Nightlife Recommendations
- Travel Arrangement Coordination
- Exotic Service Request Handling
- Hotel Booking
- Customer Support Needs Assessment
Certification
- CPA - Certified Public Accountant
- Licensed Certified ISO Auditor 2007
Timeline
Concierge
Lux Concierge
03.2022 - Current
Leasing Specialist
WPM Real Estate/The Time Group
01.2019 - 12.2021
Resident Service Coordinator
RAM Partners LLC
08.2017 - 12.2019
Associate of Arts - Public Relations, Advertising, And Applied Communication
Anne Arundel Community College
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