ALISON MCCLENDON
Customer Experience And Quality Assurance
Wenatchee,WA
Summary
Customer Experience and Quality Assurance professional with 20+ years of experience evaluating service interactions, resolving escalations, and improving customer support processes. Highly skilled in written communication review, policy compliance, documentation accuracy, and process improvement.
Overview
29
29
years of professional experience
Work History
CSR
Jacob's HVAC/R
04.2025 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Property Manager
Stimac Construction
11.2015 - 03.2025
- Managed daily administrative tasks, including tenant relations and rent collections.
- Provided customer service support by responding promptly to inquiries or requests from tenants.
- Investigated complaints, disturbances and violations and resolved issues.
- Managed the company rental portfolio including single family homes, multi-family properties, and commercial properties.
- Found, set up, and utilized property management software.
- Created or sourced all related documents necessary for rental properties.
- Toured, screened, and completed paperwork for new tenants.
- Managed day to day operations, staff, vendors, and tenant needs.
- Fostered positive working relationships with sub-contractors and vendors.
- Worked with construction to ensure multi-family properties were completed as scheduled.
- Responsible for final stages of building completion.
- Scheduled and attended final building inspections with county and fire department.
- Negotiated lease agreements with a tenant retention rate exceeding 85%, leveraging a proactive approach to communication and customer service to maintain high occupancy levels across the portfolio.
- Streamlined maintenance request processes, reducing response times through implementing a ticketing system, enhancing tenant satisfaction and retention.
- Maintained accurate records of all tenant information including contact details and payment history.
- Coordinated tenant move-in and out process and orientated new tenants to property.
- Developed and maintained positive relationships with tenants to ensure satisfaction with living conditions.
- Initiated eviction proceedings when necessary according to state law and court orders.
- Planned, scheduled, and coordinated general maintenance and major repair projects.
Leasing Consultant
Weidner Apartments Homes
10.2014 - 11.2015
- Provided excellent customer service to prospective and current tenants, demonstrating strong interpersonal skills.
- Managed daily administrative tasks including filing documents, responding to emails and phone calls and preparing correspondence.
- Greeted potential tenants, conducted tours of properties and answered inquiries about the property or the surrounding area.
- Coordinated move-in and move-out processes by providing orientation packages and conducting walkthroughs of units upon departure.
- Conducted apartment tours and responded to tenant inquiries.
- Processed application and lease agreement by conducting rental history, credit check, and background check.
- Exhibited accurate and in-depth knowledge of lease agreements, pricing information and vacancies.
- Maintained accurate records of all leasing activity in accordance with company policies and procedures.
- Drafted leases for new and renewing tenants using established templates, ensuring compliance with applicable laws.
Assistant General Manager
Applebee's
01.1997 - 12.2013
- Trained, mentored, and advised team members to be customer relations focused and revenue driven.
- Coordinated the daily activities of 15-20 staff members per shift, instilling a culture of collaboration and dedication.
- Sustained enduring guest relations by thoroughly conducting need assessments to anticipate needs, identify preferences, and consistently exceed guest satisfaction.
- Warmly greeted guests and resolved queries in timely and accurate manner.
- Cross-trained in all management positions, including bar, kitchen, and service management.
- Administered, monitored, and controlled profitability objectives set forth in company budgets and forecasts, identifying cost-saving opportunities and controlling costs for food, beverages, labor, and other facets.
- Monitored equipment facilities to promote efficient functioning and maintained orderly, appealing landscaping.
- Displayed multi-tasking and organizational skills in providing administrative support to management team.
- Planned and delegated assignments based on workload assessment, employee schedules, and availability.
- Verified compliance with quality food standards and health, safety, and sanitation regulations.
Education
Completed Coursework Towards General Coursework -
Central Washington University
WACompleted Coursework Towards High School Diploma - undefined
Cashmere High School
WASkills
Microsoft Word
Excel
Exceptional oral and written communication skills
Property management
Vendor management
Financial budgeting and reporting
Complaint handling
Customer service
Problem-solving
Time management
Problem-solving abilities
Timeline
CSR
Jacob's HVAC/R
04.2025 - Current
Property Manager
Stimac Construction
11.2015 - 03.2025
Leasing Consultant
Weidner Apartments Homes
10.2014 - 11.2015
Assistant General Manager
Applebee's
01.1997 - 12.2013
Completed Coursework Towards High School Diploma - undefined
Cashmere High School
Completed Coursework Towards General Coursework -
Central Washington University