Elissa Robles
CUSTOMER SERVICE
Anchorage,AK
Summary
Dynamic Leasing Consultant with a proven track record at Weidner Property Management, excelling in customer service and lease oversight. Skilled in CRM software and building rapport, I enhanced tenant satisfaction through effective communication and property marketing strategies, achieving a notable increase in resident engagement and retention.
Customer service professional with proven track record in delivering high-quality support in call center environment. Known for reliability and adaptability in meeting customer needs. Adept at fostering teamwork and achieving results through effective collaboration and customer engagement.
Experienced with managing customer interactions and providing effective solutions. Utilizes communication and problem-solving skills to address customer concerns promptly. Knowledge of fostering positive customer relationships and maintaining high service standards.
Overview
20
20
years of professional experience
Work History
Leasing Consultant
Weidner Property Management
03.2024 - Current
- Assisted prospective tenants with property tours and inquiries, providing detailed information on available units.
- Supported lease documentation preparation, ensuring compliance with company standards and regulations.
- Coordinated tenant move-in processes, including scheduling appointments and obtaining necessary documentation.
- Maintained accurate records of tenant applications and communications in property management software.
- Responded to resident requests and concerns promptly, fostering positive tenant relationships.
- Collaborated with team members to organize community events aimed at enhancing resident engagement.
- Conducted routine property inspections to ensure maintenance standards were met for tenant satisfaction.
- Developed knowledge of local rental market trends to provide informed recommendations to potential renters.
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
Member Experience Associate
Matanuska Valley Federal Credit Union
07.2023 - 02.2024
- Delivered exceptional member support, addressing inquiries and resolving issues effectively.
- Coordinated onboarding processes for new members, ensuring a smooth transition and positive experience.
- Implemented feedback mechanisms to gather member insights, enhancing service offerings based on input.
- Collaborated with cross-functional teams to streamline communication channels between members and staff.
- Utilized CRM systems effectively to manage member information efficiently while maintaining strict confidentiality protocols.
- Supported membership acquisition efforts by participating in promotional campaigns and outreach activities targeting prospective members.
- Provided exceptional service by understanding member needs and recommending appropriate products or services.
- Assisted members in navigating online platforms, resulting in a smoother user experience and higher digital adoption rates.
- Addressed escalated concerns with professionalism and tact, restoring trust in our organization''s commitment to customer satisfaction.
- Identified opportunities for improvement, implementing changes to enhance the member journey.
- Enhanced member satisfaction by promptly addressing concerns and providing personalized solutions.
- Built strong relationships with members through clear communication, empathy, and active listening skills.
- Recognized for consistently exceeding performance targets, demonstrating a strong commitment to providing outstanding member experiences.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Verified customer identification and documentation for compliant transactions.
- Educated and engaged customers with new bank products and services.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Resolved customer issues through thorough dispute investigation.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
Customer Service Representative
Citibank
08.2020 - 06.2023
- Resolved customer inquiries efficiently using CRM software to enhance service delivery.
- Managed high call volumes while maintaining quality and accuracy in responses.
- Collaborated with team members to improve service protocols and customer satisfaction metrics.
- Developed scripts for common inquiries, resulting in quicker response times and increased consistency.
- Implemented solutions for recurring issues, significantly reducing call escalations and enhancing resolution rates.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Addressed customer account discrepancies and concerns.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
Education
Justice Administration
09-2004
- 4.0 GPA
- Ranked in Top 75% of class
Skills
- Customer service
- Fair housing regulations
- Building rapport
- Fair housing policies
- Lease agreements
- File management
- CRM software
- Leasing and sales
- Phone and email etiquette
- Application processing
- Telephone and email etiquette
- Sales techniques
- Property tours
- Unit inspection
- Lease oversight
- Clear communication
- Lease renewals
- Creative problem solving
- Leasing terms and specifications
- Database management
- Background checks
- Team collaboration
- Property marketing
- Market trends
- Background check process
- Property tours and inspections
Languages
Spanish
Native or Bilingual
Timeline
Leasing Consultant - Weidner Property Management
03.2024 - Current
Member Experience Associate - Matanuska Valley Federal Credit Union
07.2023 - 02.2024
Customer Service Representative - Citibank
08.2020 - 06.2023
International Institute of The Americas(IIA) - , Justice Administration
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