Ahlia M. Williams
Customer Service Management
Lawrenceville,GA
Summary
Seasoned professional with a proven track record in operational oversight and customer service excellence, seeking to contribute to organizational success.
Overview
8
8
years of professional experience
Work History
Regional Director of Operations
United Corporate Housing
Atlanta, GA
02.2025 - Current
- Managed a team of 2 managers and 6 remote specialists to improve operational efficiency and ensure effective regional support.
- Managed sales support functions to enhance administrative efficiency and ensure accurate data management.
- Directed operational strategies for 24 luxury properties in DMV region to enhance service delivery across a diverse portfolio of 130 active units.
- Managed nationwide administration of insurance housing cases to ensure effective partnerships with temporary housing clients and insurance providers.
- Oversaw implementation of government placement initiatives to maintain consistent industry visibility.
- Coordinated partnerships with relocation companies to enhance efficiency in global temporary housing arrangements.
- Facilitated client and guest engagements to promote service quality and adherence to established company protocols.
- Facilitated vendor sourcing and vetting initiatives to optimize supply chain operations.
- Engaged with property managers and landlords to optimize guest move-in experiences and improve operational efficiency.
- Directed unit setup operations to ensure compliance with established quality and comfort benchmarks.
- Collaborated with field agents to conduct thorough property inspections, enhancing client satisfaction.
- Established and sustained a thorough inspection protocol for field teams and concierge staff to ensure compliance with industry regulations.
- Developed and structured furniture packages tailored to enhance guest satisfaction based on status levels.
- Managed daily client and guest escalations, ensuring timely resolutions to foster enhanced customer satisfaction and loyalty.
- Reviewed guest feedback to identify areas for enhancement and address service concerns.
- Managed property lease agreements to guarantee smooth transitions for landlords and guests, enhancing overall satisfaction.
- Directed processing of damage claims to uphold compliance with state regulations and protect organizational interests.
- Orchestrated collaboration with marketing team to strategically elevate market presence and promote luxury property offerings. Formulated and implemented strategies to drive sales performance and achieve business objectives.
- Oversaw field operations within DMV region to elevate unit inspection standards and streamline team scheduling. Championed efficiency in operational workflows through strategic travel management and resource allocation.
- Conducted thorough budget evaluations to enhance strategic financial planning and optimize cash-flow management.
- Designed and executed comprehensive cost-reduction strategies to streamline operations.
- Executed onboarding processes and conducted regular system updates to improve operational efficiency.
- Executed a detailed booking audit process to ensure accurate data entry and facilitate effective teamwork across departments.
Global Director of Reservations
Nomad Temporary Housing
San Diego, CA
10.2022 - 02.2025
- Oversaw operations of 6 reservation managers and 4-6 reservation coordinators globally, ensuring consistent service quality and operational efficiency.
- Facilitated prompt and effective communication by managing daily email volumes surpassing 200.
- Enhanced client satisfaction through proactive engagement and resolution of service-related challenges.
- Directed the management of temporary corporate housing placements across multiple states and countries. Oversaw client transitions to enhance satisfaction and retention. Contributed to the company's sales objectives through strategic placement initiatives.
- Oversaw service delivery and quality standards in collaboration with global vendors to enhance partnerships.
- Coordinated comprehensive logistics for group moves, ensuring alignment with client requirements and successful placement of over 150 units.
- Managed daily lease processing operations for temporary housing placements to uphold accuracy and adherence to organizational standards.
- Partnered with national corporations to align housing arrangements with location requirements, fostering improved partnership synergies.
- Directed onboarding initiatives and conducted training workshops aimed at improving team efficiencies.
- Designed and launched a comprehensive training initiative aimed at standardizing practices and enhancing performance across global locations.
- Facilitated comprehensive screening of new hires to ensure alignment with organizational standards across global offices.
- Conducted daily audits and performance evaluations to drive staff productivity improvements.
- Coordinated timely notice to vacate submissions to vendors to streamline housing operations.
- Streamlined guest service department processes to ensure professional handling of corporate paperwork and service notices.
- Utilized data reports to pinpoint service challenges and develop strategic solutions for continuous improvement in guest experiences.
- Conducted thorough analysis of guest feedback and implemented targeted strategies to enhance overall satisfaction.
Guest Service Manager
San Diego Marriott Del Mar
San Diego, CA
03.2019 - 09.2020
- Managed front office and concierge staff, ensuring a cohesive team environment focused on enhancing guest satisfaction.
- Oversaw daily inventory processes to ensure efficient room allocation and maximize revenue potential.
- Created and optimized market codes to streamline guest reservation processes.
- Provided direct assistance and maintained high standards of customer service to address guest inquiries and enhance satisfaction.
- Managed scheduling, payroll, invoicing, and clerical tasks to support seamless office operations within budgetary limits.
- Supervised daily adjustments to guest accounts and coordinated group billing to ensure accuracy.
- Facilitated timely responses to guest surveys and resolved concerns to enhance guest satisfaction.
- Coordinated and executed employee events aimed at fostering a collaborative company culture.
- Executed comprehensive screening and interviews for new hires to uphold organizational values and quality standards.
- Enforced adherence to Marriott standards and loyalty program to enhance customer experience.
- Directed transition to new Marriott loyalty tiers to enhance member experience and satisfaction.
- Created targeted training initiatives for new hires to improve service delivery and enhance guest satisfaction during check-in.
- Directed year-long hotel renovation project, ensuring uninterrupted guest services and operational efficiency.
- Implemented comprehensive training initiatives to exceed industry standards and optimize operational workflows.
- Developed and executed strategic initiatives to enhance guest service scores beyond Marriott benchmarks.
- Facilitated performance excellence by motivating associates to improve overall customer satisfaction ratings via structured incentive programs.
- Supported sister property operations to ensure alignment with franchise standards and improve service delivery.
Marketing and Administrative Assistant
Industrial Environmental Association
Coronado, CA
08.2018 - 03.2019
- Designed targeted marketing campaigns utilizing various social media channels to enhance brand visibility and engagement.
- Coordinated and organized workshops and meetings to foster collaboration among groups in Vernon and other organizations.
- Supported project coordinator in organizing and executing annual conference activities.
- Supported strategic marketing outreach efforts aimed at expanding customer engagement.
- Designed targeted outreach initiatives to enhance client acquisition efforts.
- Managed processing of invoices through QuickBooks to maintain accurate financial records.
- Managed customer relationship management systems to optimize sales force data utilization.
- Facilitated daily phone support and sponsorship calls to ensure client satisfaction and engagement.
Education
Bachelor of Science - Business Administrative Marketing – IMC
San Diego State University
San Diego, CA05.2018
Skills
Team Leadership and Management
Customer Service Management
Learning and Development
Leasing/Vendor Management
Hospitality Operations & Onboarding
Operational/Project Management
Recruitment & Training Programs
Relocation Management & Housing
Marketing Communications
Strong Customer Service
MS Windows Proficient
Account Budget Management
Client Relations & Account Management
Proficient in Conflict Resolution
Sales Strategies
Timeline
Regional Director of Operations
United Corporate Housing
02.2025 - Current
Global Director of Reservations
Nomad Temporary Housing
10.2022 - 02.2025
Guest Service Manager
San Diego Marriott Del Mar
03.2019 - 09.2020
Marketing and Administrative Assistant
Industrial Environmental Association
08.2018 - 03.2019
Bachelor of Science - Business Administrative Marketing – IMC
San Diego State University