Ebony Taylor
Washington,DC
Summary
Experienced General Manager and skilled leader with 10 years of experience utilizing exceptional planning and problem-solving abilities to optimize business plans and daily operations. Results-driven and resilient in team development, process improvement, and productivity enhancement. Demonstrates solid industry knowledge, excellent communication skills, and a talent for identifying and implementing strategic changes to address areas requiring improvement.
Overview
8
8
years of professional experience
Work History
Associate General Manager
Tishman Speyer
12.2023 - Current
- Streamline processes for higher efficiency, by identifying bottlenecks and reorganizing workflows in the department.
- Contribute to financial growth by managing budgets effectively, increasing revenue by 35% resulting in highest trajectory in portfolio.
- Utilize data-driven insights to inform decision-making processes regarding resource allocation or process improvements within the operations department.
- Collaborate with cross-functional stakeholders to achieve company-wide objectives and drive operational excellence.
- Cultivate positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Identified areas for improvement within operations using data analysis techniques while recommending practical solutions to drive positive results.
Customer Success Team Lead
Kastle Systems Falls Church
02.2022 - 11.2023
- Effectively manage and lead a client service team consisting of 10+ people to drive company proficiency and success.
- Monitored metrics and develop actionable insights to improve efficiency and performance.
- Conducted thorough needs assessments to identify gaps in existing onboarding resources, leading to improvements in content and delivery methods.
- Evaluated effectiveness of current onboarding strategies by conducting regular surveys with employees who recently completed installations.
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Community Manager
Jones Lang LaSalle
06.2021 - 02.2022
- Leveraged sales expertise to promote products and capitalize on up sell opportunities.
- Conduct research, gather information from multiple sources and present results.
- Partnered with commercial sales team on evaluation and feasibility assessments of new systems and technologies.
- Handled all customer logistics, license agreements and effectively scheduled appointments, showings,move-ins and move-outs.
- Pioneered promotional activities to drive community engagement and increase retention.
- Streamlined operations by communicating efficiently with over 50 customers, keeping meticulous records, budget management and internal collaboration.
- Created guides and playbooks for team processes, sales and support, operations, and reporting.
Community Manager
MakeOffices Washington
01.2020 - 03.2021
- Established strategic pipeline throughout region generating monthly revenue of $850,000 for owner.
- Proposed team sales strategies and reporting processes to optimize revenue and exceed quarterly targets.
- Conduct weekly sales meetings with cross-functional stakeholders to discuss strategy for organizations retention and quarterly sales target.
- Consistently work with stakeholders to optimize lead generation and develop marketing plans based on changes in market data.
- Organized regular community events, fostering sense of belonging among members and promoting networking opportunities.
Sales & Marketing Associate
Bozzuto Management Company
09.2019 - 01.2020
- Analyzed monthly and quarterly financial statements for variance reporting.
- Implemented sales plans; mock-ups, email campaigns and social media content for advertising.
- Utilized Yardi Systems to manage operations, communications and draft customer leases.
- Increased prospect customer engagement with brand websites by integrating relevant videos for online content.
- Conducted informative and personalized showings of property that result in new leases and 98% lease renewals.
- Screened prospect and existing customers creditworthiness to execute leases.
- Maintained operational facilities by organizing regular maintenance, major repairs and capital improvement projects.
Resident Associate
Bozzuto Management Company Greenbelt
04.2019 - 09.2019
- Solved problems by resolving occupancy issue for over 400 customers.
- Executed events and activities that engaged customers and fostered sense of community.
- Maintained open communication with customers to proactively handle questions and complaints.
- Conferred with customers by telephone, social media or email to provide information about property.
- Interacted with vendors, contractors and professional services personnel to receive orders; directed activities and communicate instructions.
- Composed internal email communications, as well as sales and customer communications.
- Aligned company goals with customers outcomes and increased satisfaction by automating contact management systems.
Marketing Operations Coordinator
Metro Offices
07.2017 - 09.2019
- Executed property move-ins, move-outs, updated CRM database; Utilized Hubspot to conduct showings to maintain overall goal of 100% property retention.
- Provided monthly accounting sales and reports that outlined financial revenue and budget
- Managed calendars, scheduled meetings, effectively planned and executed marketing and sales projects for stakeholders.
- Supported Executive Digital Strategist by creating long-term goals for products and services; Planned acquisition marketing campaigns and strategies.
- Issued customers monthly invoices, managed 300 customers accounts receivable and accounts payable by utilizing portfolio management software.
Community Associate
WeWork
07.2016 - 07.2018
- Built welcoming and collaborative community environment amongst members through events and presentations.
- Assigned members requests submitted through Zendesk software; identified issues for escalation, document accordingly.
- Conducted regular surveys to assess member satisfaction with community offerings, resulting in targeted improvements based on feedback received.
- Amended monthly and quarterly lead generation targets through sourcing qualified new leads, capitalizing on existing commercial sales.
- Managed social media platforms to promote community events and engage with members effectively.
- Increased occupancy rate 90% with improved marketing and tenant relations strategies.
Education
Bachelor of Science - Communications, Broadcast Journalism
Bowie State University
Bowie, MD12.2018
Skills
- Onboarding
- Operations
- Presentation
- Problem Solving
- Business Insights
- Data Quality Control
- Operations Research
- Prompt Engineering
- Stakeholder Management
- Asset Management
- Policies and procedures implementation
- Customer Relationship Management
Timeline
Associate General Manager
Tishman Speyer
12.2023 - Current
Customer Success Team Lead
Kastle Systems Falls Church
02.2022 - 11.2023
Community Manager
Jones Lang LaSalle
06.2021 - 02.2022
Community Manager
MakeOffices Washington
01.2020 - 03.2021
Sales & Marketing Associate
Bozzuto Management Company
09.2019 - 01.2020
Resident Associate
Bozzuto Management Company Greenbelt
04.2019 - 09.2019
Marketing Operations Coordinator
Metro Offices
07.2017 - 09.2019
Community Associate
WeWork
07.2016 - 07.2018
Bachelor of Science - Communications, Broadcast Journalism
Bowie State University
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