Briana Lemus
Laveen,AZ
Summary
Customer service professional with proven track record in assisting clients and enhancing their experience. Known for reliability, adaptability, and collaborative approach in achieving team goals. Proficient in navigating various customer service platforms and maintaining positive attitude under pressure.
Experienced with tenant management, lease negotiations, and property marketing. Utilizes strong interpersonal and communication skills to ensure tenant satisfaction and retention. Track record of effectively managing multiple properties and maintaining high occupancy rates.
Overview
6
6
years of professional experience
Work History
Leasing Consultant
BH Management Services
09.2024 - Current
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Conducted thorough market research to stay informed of current trends and competitor offerings.
- Verified tenant incomes and other information before accepting lease applications.
- Responded to requests and scheduled appointments for property showings.
- Assisted with property management tasks, ensuring timely completion of maintenance requests and rent collections.
- Generated leads for sales and rental properties through cold calls and referrals.
- Responded to (CAM) inquiries.
- Maintained high occupancy rates through effective marketing strategies and excellent customer service.
- Provided exceptional customer service, addressing inquiries in a timely manner to maintain positive relationships with tenants.
- Increased tenant satisfaction by promptly addressing concerns and resolving issues.
Customer Service Manager
Avanti Window and Doors
01.2023 - 09.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Customer Service Representative
Cascade Windows
05.2022 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Sales and Service Expert
Premium Retail Services Inc
09.2019 - 06.2022
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
- Handled calls promptly and with courteous professionalism.
- Maintained high levels of customer retention through exceptional service and follow-up communication.
- Conducted product demonstrations to showcase features, benefits, and value propositions to potential customers.
- Processed orders, service requests and applied information to customers.
- Organized detailed sales reports, tracking progress against targets, identifying areas for improvement, and implementing corrective action plans as needed.
- Analyzed market trends and competitor offerings to identify opportunities for growth within targeted segments.
- Utilized CRM tools to manage and track customer interactions, ensuring accurate record-keeping and timely followups.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Exceeded sales goals consistently through effective negotiation tactics and persuasive communication skills.
- Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
Education
Bachelor of Arts - Business Management
Grand Canyon University
Phoenix, AZ05-2023
High School Diploma -
Linda Abril Educational Academy
Phoenix, AZ05-2018
Skills
- Customer service
- Fair housing regulations
- Building rapport
- Fair housing policies
- CRM software
- Phone and email etiquette
- Problem-solving
- Customer focused
- Microsoft outlook, word, and Excel
- Active listening
- Critical thinking
- Data entry
- Leasing law knowledge
- Leasing contract understanding
- Property marketing
- Staff management
- Sales proficiency
- Call center customer service
- Relationship building
- Salesforce management
- Vendor management
- Attention to detail
- Positive attitude
- Adaptability and flexibility
- Excellent communication
- Organizational skills
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Leasing Consultant
BH Management Services
09.2024 - Current
Customer Service Manager
Avanti Window and Doors
01.2023 - 09.2024
Customer Service Representative
Cascade Windows
05.2022 - 01.2023
Customer Sales and Service Expert
Premium Retail Services Inc
09.2019 - 06.2022
Bachelor of Arts - Business Management
Grand Canyon University
High School Diploma -
Linda Abril Educational Academy
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