Summary
Overview
Work History
Education
Skills
Languages
Timeline
Volunteer
Celina de la Serna

Celina de la Serna

Richmond,VA

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. 8 years of professional management experience leading large distributed teams through organizational change, driving and implementing business strategy and process improvement, and managing a large volume of high-revenue customer accounts through the entire customer lifecycle.

Overview

17
17
years of professional experience

Work History

Operations Manager

Gordon James Realty
01.2020 - 02.2023
  • Team Management - Directly managed 10 fully remote employees across the leasing and maintenance processes, assigning and allocating customer accounts and workload based on team strengths and opportunities, and supporting all escalations to ensure appropriate management of any complaints
  • Vendor Management - Decreased vendor costs by setting and negotiating prices with external vendors, hiring and managing internal vendors, and making significant improvements to the vendor dispatching process
  • Human Resources - Responsible for the recruitment and hiring process, establishing expectations for each role, and designing and implementing several HR processes including employee incentives, and annual reviews which increased overall employee satisfaction and performance
  • Key Business Process Monitoring - Set up and monitor key metrics on a daily basis related to employee engagement, performance, costs, and customer satisfaction to drive strategic opportunities to increase revenue.

Senior Account Manager

Gordon James Realty
01.2017 - 01.2020
  • Account management - Primary point of contact for 80+ accounts across DC and Western Virginia interacting with our highest-revenue portfolios, managing the entire customer lifecycle from onboarding to renewal
  • Process improvement - Implemented policy, planning, and strategy to improve work processes such as the coordinating of tenant property viewings for the Account Management team to ensure appropriate and timely management of customer accounts
  • This reduced our internal vendors expenses and travel time by 50%
  • Utilized a different tool for client communication
  • This increased the internal account manager communication and client satisfaction
  • Implemented and re-structured client communication
  • This increased client satisfaction as well as number of new clients
  • Onboarding and Training - Created the employee onboarding process, established a new-hire training program, and managed onboarding/training of all new employees across the leasing and maintenance depaxrtments
  • Team Management - Managed a growing team of account managers as the primary escalation point ensuring oversight of critical business processes.

Account Manager

Gordon James Realty
01.2014 - 01.2017
  • Vendor Management - Vendor selection and management to ensure completion of work orders in a timely manner, navigating through contingencies and communicating updates to owners
  • Client Management - Onboarding calls with new clients to ensure start-to-end process success
  • Leasing Responsibilities - Screening of leasing applications, providing recommendations to clients with strategic planning and supported justification and sending lease documents, negotiating terms with tenants/owners
  • Contributed to doubling revenue growth year over year: Retention of existing owners and double the new leads by obtaining mostly referrals from current owners.

Executive Assistant

Estudio Durrieu S.C - Criminal Law Studio
01.2007 - 01.2013
  • Main Partners of the Firm
  • Client relationship responsibilities including managing the first point of contact and follow-up with clients via phone or email
  • Financial responsibilities including involvement in the invoicing process, as well as client follow-up for payments
  • Jr
  • Recruitment responsibilities including review of resumes, first-stage selection process (phone-screening), sourcing, coordination of medical exams, coordination of interviews, and intern follow up
  • Administrative responsibilities including planning business trips, organizing events, and coordinating conference calls for Lawyers of the firm
  • Work Study Program Employee

Work Study Program Employee

WEUSA
12.2005 - 04.2006
  • Supervised and managed ski facilities & equipment
  • Assisted customers with questions in English and Spanish

Education

Psychology -

Universidad Católica Argentina (UCA)
Buenos Aires, Argentina

Skills

  • Training and performance management
  • Experienced team leader
  • Strategic planning
  • Contract negotiation
  • Policy and Procedure Implementation
  • Process improvement
  • Problem solving

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Operations Manager

Gordon James Realty
01.2020 - 02.2023

Senior Account Manager

Gordon James Realty
01.2017 - 01.2020

Account Manager

Gordon James Realty
01.2014 - 01.2017

Executive Assistant

Estudio Durrieu S.C - Criminal Law Studio
01.2007 - 01.2013

Work Study Program Employee

WEUSA
12.2005 - 04.2006

Psychology -

Universidad Católica Argentina (UCA)

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Celina de la Serna