Efrata Ketema
Silver Spring,Maryland
Summary
Results-driven Operations and Client Relations Professional with a diverse background in technical coordination, luxury hospitality, and logistics management. Expert in SharePoint administration and workflow automation using PowerApps to drive organizational efficiency. Proven track record of managing high-volume operations for industry leaders like Greystar and Park Hyatt, with a specialized focus on conflict de-escalation, executive-level communication, and complex problem-solving. Adept at bridging the gap between technical solutions and world-class customer servic
Developed and implemented custom PowerApps tools that automated manual data entry, saving the team approximately 10 hours of administrative work per week.
Overhauled a legacy SharePoint filing system, migrating over 1,000+ files into a streamlined, searchable directory to improve department-wide collaboration
Client Retention: Resolved 100% of escalated resident complaints by implementing a "first-call resolution" strategy, contributing to high property satisfaction ratings
Account Management: Precisely managed billing inquiries and amenity scheduling for a luxury multi-unit development, ensuring zero financial discrepancies in resident accounts.
Overview
2026
2026
years of professional experience
Work History
SilverRide
01.2025 - Current
- Coordinate and oversee daily transportation logistics, managing high-volume and time-sensitive client schedules.
- Serve as the primary communication bridge between dispatch teams and clients, resolving issues in real time.
- Monitor route changes, special accommodations, and service adjustments to ensure consistent on-time performance.
- Maintain detailed operational records and reports to support compliance, auditing, and service improvements.
- Achievement: Contributed to sustained on-time performance metrics and improved client satisfaction through proactive communication.
Montgomery County
01.2023 - 01.2025
- Administered and optimized multiple SharePoint sites, improving document organization and team collaboration.
- Designed and deployed PowerApps solutions to automate internal workflows, reducing manual effort and turnaround times.
- Created professional PowerPoint presentations, reports, and internal documentation for leadership and stakeholders.
- Conducted regular audits of digital content to ensure accuracy, version control, and real-time access.
- Achievement: Increased operational efficiency and reduced process bottlenecks through automation and improved information architecture.
Greystar Real Estate
01.2022 - 01.2023
- Managed concierge and front-desk operations at a luxury residential property.
- Handled billing questions, account updates, and service requests with professionalism and discretion.
- De-escalated resident concerns by actively listening and delivering timely solutions.
- Assisted residents with technical navigation of property management platforms.
- Achievement: Helped maintain high resident satisfaction and retention through consistent, service-focused support.
Park Hyatt / Blue Duck Tavern
01.2022 - 01.2023
- Managed guest flow in a high-volume, Michelin-recognized dining environment.
- Provided accurate wait times, VIP recognition, and seamless coordination between service teams.
- Supported room service logistics and reservation systems.
- Achievement: Contributed to a polished guest experience aligned with luxury hospitality standards.
Barista
Starbucks
2019 - 2022
- Crafted high-quality espresso beverages to meet customer specifications.
- Maintained cleanliness and organization of workstations and equipment.
- Provided exceptional customer service to enhance guest experiences.
- Collaborated with team members to ensure efficient workflow during peak hours.
Education
Associate of Science -
University of Detroit Mercy
Detroit, MITimeline
SilverRide
01.2025 - Current
Montgomery County
01.2023 - 01.2025
Greystar Real Estate
01.2022 - 01.2023
Park Hyatt / Blue Duck Tavern
01.2022 - 01.2023
Barista
Starbucks
2019 - 2022
Associate of Science -
University of Detroit Mercy