A'NISE TORRES
Emeryville,CA
Summary
Knowledgeable and dedicated professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and scaling businesses.
Overview
11
11
years of professional experience
Work History
Quality Analyst
Blueground
06.2022 - Current
- Analyze city data to identify trends in performance and compliance for multiple departments within the city
- Collaborate with City Operations to evaluate independent vendor performance and provide support for the teams
- Work in coordination with the US QA Manager to produce a variety of reports on city performance and compliance
- Present findings to operations management and city general manager
- Provides regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Compiles and distributes weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Develops monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Completes deviation forms and records findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Provides analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
- Participates in weekly meetings for city update
- Partners with management to create, develop and implement quality initiatives, resulting in quality development.
- Serves as information systems liaison with vendors, information services and end-users to make recommendations for optimization of systems.
Senior Property Manager
Arcadian Property Group
04.2019 - 06.2022
- Leasing of property including marketing and showing vacant units and screening potential residents amongst multiple properties
- Rent Collection
- Accounts Payable
- Managing on-site team including maintenance and leasing operations
- Conducts regular property inspections and takes appropriate actions to ensure that the physical aspects of the property, grounds, buildings and amenities meet established standards
- Operating the property within budget
- Maintains delinquency
- Works with vendors/contractors
- Prepares lease contracts
Quality Assurance Analyst
Zeus Living
10.2017 - 04.2019
- Conducted inspections amongst properties throughout Bay Area for startup to make sure properties are up to standards
- Reviewed, commented and followed-up on Quality Inspection reports
- Audited multiple job functions and provided suggestions and feedback
- Maintained warehouse inventory for property needs
- Monitored, created, and published reports and metrics for the Quality department
- Liaison with property owners and quality department
- Supported change by assisting in devising and implementing improved processes
- Advocate for and developed strong relationships with residents that promoted retention and brand loyalty
- Point person for resident's most complex and escalated issues by communicating with the resident through the CRM and collaborating closely with vendors, Tier 1 agents, internal Zeus teams, and partner property managers
- Document all resident interactions thoroughly in our CRM and proprietary property management software
- Lease vacant and upcoming properties
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Created and achieved product quality objectives and met product specifications.
- Fixed identified issues to increase productivity and boost workflows.
Assistant Portfolio Manager
Trinity Management Services
02.2016 - 10.2017
- Managed seven properties in the portfolio, ensures clear staff communications to optimize staff performance
- Participated actively with advertising and leasing initiatives to maximize occupancy
- Rent Collection
- Prepared lease contracts
- Routinely inspected properties to ensure safety, proper maintenance, and timely repairs
- Assisted Portfolio manager to manage a portfolio of single-family residential homes in accordance with company objectives and metrics
- Assisted Portfolio manager in maintaining occupancy levels, ensuring positive resident relations, and complying with all reporting requirements
- Worked with vendors/contractors
Leasing, Greystar
09.2014 - 02.2016
- Completed all leasing paperwork, compiled, and processed applications for approval
- Explained lease and all appropriate addenda to new resident
- Walked apartments and reported all necessary improvements
- Assisted with resident relations, coordinated resident events, keys in all fees, deposits and new lease information
- Showed apartments to prospective leases, accepted and completed notice to vacate forms and accepted all rental payments
- Showed available units to prospective residents, processed applications, and preparing initial lease agreements
- Directed, scheduled, and supervised the daily activities of housekeeping personnel ensuring all units were ready for occupancy
- Managed all aspects of office management and collection functions to include occupancy control
Customer Sales and Service Representative
Wells Fargo
11.2011 - 09.2014
- Administered banking and customer service support to both new and existing customers by aiding in bank programs
- Sales, credit and loan analysis, check cashing, deposit processing, adjustments, customer disputes, wire transfers, and account closures
- Established positive customer relationships and resolved all services professionally
- Communicate client satisfaction trends and product usage to marketing, sales, and product development groups
- Assist in training new customer sales representatives on the recently implemented work order system
- Consistently met or exceeded call monitoring expectations through accurate reporting and processing
Education
Las Positas College
06.2014
Skills
- Self-Motivated
- Staff Coordination
- Resourceful
- Sense of Urgency for Achieving Goals
- Sale and Rental Recordkeeping
- Self-Starter
- Performance Assessment
- Operations Management
- Decision Making
- Ability to Adapt
- Critical Thinker
- Adaptability and Flexibility
Accomplishments
- Licensed Real Estate Agent - 01/2020-01/2024| DRE #02106845
Timeline
Quality Analyst
Blueground
06.2022 - Current
Senior Property Manager
Arcadian Property Group
04.2019 - 06.2022
Quality Assurance Analyst
Zeus Living
10.2017 - 04.2019
Assistant Portfolio Manager
Trinity Management Services
02.2016 - 10.2017
Leasing, Greystar
09.2014 - 02.2016
Customer Sales and Service Representative
Wells Fargo
11.2011 - 09.2014
Las Positas College
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