Diana Leon
Client Experience Manager
Los Angeles,California
Summary
Client success-focused professional with 5-year expertise in dynamic client and public facing sectors such as Retail Client Experience, People/Leasing Management, Advertisement-Technology Inbound Sales, and Press/Communications Operational Lead for the Mayor of Los Angeles. Dynamic successful applying strategy, efficiency, and modern technology to accomplish key goals in busy business environments.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Client Experience Manager
Gearys Beverly Hills
4 2022 - Current
- Led, organized, and hosted all company client events for approximate guest list of 200+ guests at 4 annual company events, showcase parties, and sporting events in luxury settings with white-glove standards
- Managed, measured, tracked and resolved client issues to achieve timely resolutions and increased efficiency by streamlining operations
- Introduced and modernized company processes in CRM and client follow-ups to hit target client experience goals and reach 5-star customer satisfaction
- Coordinated with internal departments (IT, Marketing, Operations) plus external partners (Rolex and Patek Philippe) on implementation and integration of new and existing brand goals and client business
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques with weekly store visits at all 5 locations
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Supervise associates and assess performances to determine training needs and define accurate plans for more professional, efficient work flow
Leasing Agent + Property Manager
Excel Residential
10.2021 - 04.2022
- Launched and managed all of property's listings on 5 key apartment websites to drive showings and tenants
- Monitored advertising and pricing effectiveness by gathering information about market competition in local area with 3 market surveys
- Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts
- Handled ownership and tenant communications by quickly responding to all tenant requests and serving as liaison for owners and tenants
Sales Development Representative
MNTN
01.2021 - 04.2022
- Built and managed accurate sales pipeline in book of business with over 500 accounts to maintain high volume of prospective clients
- Crafted and led persuasive sales pitches on daily basis to communicate value of company products and services, totaling about 10 calls/week
- Developed advanced understanding of products and services to react to customer objections, competitive questions, and other FAQs
- Won new business by articulating full value of company's capabilities to prospects
- Developed successful strategies for identifying and converting prospective clients to long-term customers by establishing relationships to promote product understanding and drive sales growth
- Achieved and exceeded monthly and annual sales targets
Press Operational Lead
Mayor Of Los Angeles, Eric Garcetti
10.2019 - 01.2021
- First line correspondent in maintaining strong relationship with all local, state, and national news and publication outlets by focusing daily responsibilities on responsiveness and delivering of important information through formatting, sending, and translating timely press releases, media advisories, and public schedules on Mayor and City's initiatives
- Managed and organized office's quarterly city-wide Communications meetings with 3 key groups (Council District offices, City's Public Information Officers, and Mayor's Staff) totaling to 6 meetings year
- Diligently worked through 9 months of crisis communications as Los Angeles responded to pandemic
- Helped organize and facilitate all of Mayor's daily press briefings by managing press conference line and reporters' questions
Education
Bachelor of Arts - Political Science And Communication
University of California, Los Angeles (UCLA)
Los Angeles 09.2015 - 05.2019
Skills
Native Spanish speaker and writer
Customer Relationship Management Software (CRM)
Personnel training and development
Inter-department collaboration
Customer Relations
Exceptional interpersonal communication
Adherence to high customer service standards
Timeline
Leasing Agent + Property Manager
Excel Residential
10.2021 - 04.2022
Sales Development Representative
MNTN
01.2021 - 04.2022
Press Operational Lead
Mayor Of Los Angeles, Eric Garcetti
10.2019 - 01.2021
Bachelor of Arts - Political Science And Communication
University of California, Los Angeles (UCLA)
09.2015 - 05.2019
Client Experience Manager
Gearys Beverly Hills
4 2022 - Current