Bianca Serafin

• Collaborated with team members to help expand marketing channels.
• Designed digital marketing for social media accounts
• Developed ideas for parental engagement on social media accounts
• Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
• Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs.
• Used patience, skill and various behavior modification techniques to maintain order and safety.
• Taught children to organize toys, wash hands and share by leading by example.
• Provided lunchtime assistance to monitor children, assist with eating and serve food.
• Built constructive and open relationships with families with forthright yet friendly communication.
• Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
• Kept notes of behavior issues, food served and medications administered to about 10 children.

• Responded to requests and scheduled appointments for property showings.
• Greeted clients, showed apartments, and prepared leases.
• Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
• Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
• Collected, completed and processed over 15 applications monthly
• Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
• Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners and other services.
• Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
• Verified tenant incomes and other information before accepting lease applications.
• Distributed and followed up on tenant renewal notices.
• Held high approval rating and maintained customer loyalty with top-notch service.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Resolved conflicts between tenants regarding noise, encroachments and parking.
• Helped clients find leases to suit needs such as handicapped access, pet-friendly locations and one-story configurations.
• Collected rent and tracked resident payments and information in computer system (e.g. Onesite, Salesforce).
• Collected monthly rent payments and other fees, always properly recording and processing money.
• Contracted maintenance workers based on tenant needs and acted quickly to maintain tenant satisfaction during emergency situations.
• Liaised between property owners and tenants about expectations, paperwork, payments and other logistics.

• Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
• Scanned documents and saved in database to keep records of essential organizational information.
• Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
• Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
• Verified tenant incomes and other information before accepting lease applications.
• Verified completeness of provided details when processing Conventional and Affordable Housing lease applications.
• Tracked and maintained records for applications.
• Kept accounts and records current by actively pursuing error resolutions and independently correcting problems.
• Managed 100+ data files monthly across two systems to provide Leasing and Affordable Housing offices with real-time information.
• Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
• Aided colleagues, managers and customers through regular communication and assistance.
• Worked with upper management to complete complex projects on tight budgets within specific timelines.
• Managed agendas and calendars, boosting productivity and improving organizational initiatives.
• Confirmed accurate completion of forms and reports for leasing, transfer or discharge of each applicant.
• Oversaw successful planning and execution of staff meetings, parties and events.
• Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
• Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
• Developed revisions for systems and procedures by evaluating operational practices and identifying improvement opportunities.
• Led training sessions, answered questions and assisted employees with troubleshooting during software migrations.
• Trained new employees on administrative procedures, company policies and performance standards.
• Networked with industry professionals to foster partnerships and identify new and improved solutions.
• Maintained energy and enthusiasm in fast-paced environment.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Tracked office supplies and restocked low items to keep team members on-task and productive.

• Assisted with opening and training new locations, sent to two different locations to help plan and execute customer/marketing retention.
• Worked with management team to implement proper division of responsibilities.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Set overall vision and provided team leadership.
• Developed training, task and process guidelines and communicated clear and concise directions to employees.
• Trained and developed new employees for ease of transition into team.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Organized meetings for 20 or more staff members to discuss upcoming promotions, key strategies and tasks.
• Completed daily paperwork and computer entry of sales data as established by management.
• Answered questions about store policies and addressed customer concerns.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
• Identified individual employee's unique work styles and adapted management methods.
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Recognized and tapped talented staff to fill key positions and maximize productivity.
• Introduced team contests and goals to enhance productivity and improve employee morale.
• Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
• Consistently met quarterly sales goals and increased customer retention rate year-over-year.
• Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
• Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
• Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
• Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
• Monitored and replenished display inventory and restructured according to available stock.
• Helped stores adapt spaces to accommodate merchandise within spatial constraints and inventory storage availability.
• Managed aesthetically pleasing displays to showcase company products and increase sales.
• Educated staff about coordinating clothing racks and related displays to boost effectiveness of promotions.
• Communicated visual merchandising information and standards via in-store training and regular meetings.
• Created visual marketing and styled window displays.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Kept reception area clean and neat to give visitors positive first impression.
• Responded to inquiries from about 25+ callers daily seeking information.
• Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
• Provided clerical support to company employees by copying, faxing and filing documents.
• Corresponded with clients through email, telephone or postal mail.
• Sorted, received and distributed mail correspondence between departments and personnel.
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Supported various administrative duties by proofreading, transcribing and invoicing.
• Monitored and screened visitors to verify accessibility to inter-office personnel.
• Aggregated and prepared documentation and reports for office meetings, distribution and filing.

WVC AGS Honor Society - Spring 2021