Altagracia Vasquez
New York,NY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Propel PRM
01.2023 - 08.2023
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Senior Customer Success Representative
Pencil and Pixel, Inc DBA Modsy
01.2021 - 12.2022
- Expanded revenue in existing accounts by working to identify/develop upsell opportunities and increase the average customer lifetime value
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Implemented company policies and procedures for professional, cohesive customer care.
- Implemented customer service policies and procedures for consistent performance standards.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Created reporting systems to track customer service performance and improve insight.
- Evaluated staff performance and provided feedback to improve customer service delivery.
Transfer Agent| Property Management
Halstead Management Company
06.2018 - 06.2020
- Reviewed and executed confidential documents, contracts and disclosures.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
- Prepared and presented contracts and other legal documents to clients.
- Developed new business and managed new and existing clients.
- Collaborated with mortgage companies to accurately determine loan and mortgage options for clients.
- Reviewed and processed Condo & Co-op Board packages, refinance applications and stock transfers – from initial submission to approval
Property Manager
TriArch Management Inc.
10.2014 - 01.2018
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Coordinated with legal counsel to resolve tenant disputes.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Reconciled account files and produced monthly reports.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
Education
Bachelor of Science - Business Administration
Fairleigh Dickinson University
Teaneck, NJ05.2012
Skills
- Client Relations
- Customer Account Management
- Customer Success
- Strategic Planning
- Business Development
- Sales Management
- Training and Mentoring
- Property Management
- Creative problem solving
- Revenue Growth
- CRM Software
Certification
- Notary Public - 2016 - Current
- Licensed Real Estate Agent - 2017 - Current
Languages
Spanish
Native or Bilingual
Timeline
Customer Success Manager
Propel PRM
01.2023 - 08.2023
Senior Customer Success Representative
Pencil and Pixel, Inc DBA Modsy
01.2021 - 12.2022
Transfer Agent| Property Management
Halstead Management Company
06.2018 - 06.2020
Property Manager
TriArch Management Inc.
10.2014 - 01.2018
Bachelor of Science - Business Administration
Fairleigh Dickinson University
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