Erika Neal
Assistant Property Manager
San Antonio,TX
Summary
Well-qualified and ambitious professional with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work History
Assistant Property Manager
Prospera
San Antonio, TX
08.2022 - Current
- Compiled maintenance and repair requests for submission to Facilities department and reached out to local contractors for bid proposals.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Kept accurate records of all resident and tenant correspondence.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Administered operations to handle needs of more than 300 tenants across 2 property units.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
Analyst, Service and Delivery
Beachbody
El Segundo, CA
05.2018 - 12.2018
- Managed activities of 4 off-shore Escalation Teams that provided multi-channel support
- Achieved 9.0 CSAT, 94% Customer Quality, and 90% Issue Resolution rating
- Implemented internal processes to increase agent productivity by 25%
- Managed team initiatives and projects that resulted in 33% reduction in Escalation contact volume
- Discovered root causes of problems and identified appropriate solutions.
- Created and developed standard operating procedures for on and offshore Escalation teams
Global Support Specialist
Beachbody
El Segundo, CA
09.2016 - 05.2018
- Supervised, led, and organized the activities of 60 off-shore Escalation Specialist that provided multi-channel support; Achieved 90% CSAT
- Conducted daily team huddles and weekly staff meetings to communicate policies and/or procedure change
- Monitored service calls to observe employee demeanor, technical accuracy, and conformity to company policies
- Spearheaded Tier 2 Agent projects that resulted in 28% reduction in Corporate Support contact volume
- Improved Offshore Escalations Issue Resolution by 21%, and Customer Satisfaction by 22%
- Tracked and measured individual and team productivity and quality results
Escalations Specialist, Compliance
Beachbody
El Segundo, CA
04.2015 - 09.2016
- Managed the online reputation program; improved ratings on consumer complaint sites (e.g., BBB, Attorney General, Consumeraffairs.com)
- Maintained Consumer Complaint records and reports
- Oversaw account research and direct response to customers on escalated issues
- Last point of escalation for issues from teams, with the objective of reaching satisfactory resolution
- Achieved a Quality rating of 99%.
Administrative Support Representative
Beachbody
El Segundo, CA
02.2011 - 04.2015
- Trained new employees on administrative procedures, company policies, and performance standards
- Assisted administrative team members with completing daily tasks in order to maintain a smooth workflow
- Performed accounts receivable duties including invoicing, researching chargebacks, discrepancies, and reconciliations
- Compiled and analyzed data using spreadsheets or another database software such as Microsoft Excel
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Education
High School Diploma -
Nathaniel Narbonne Senior High School
Bachelor of Arts - Creative Writing And English
Southern New Hampshire University
Hooksett, NH 05.2021 - Current
Skills
Performance Management and Employee AccountabilityEmployee Development
Statistic analysis
Information gathering
Trend forecasting
Customer Relationship Management Software (CRM)
Process improvement specialist
Microsoft Outlook, Word and Excel
Project implementation
Timeline
Assistant Property Manager
Prospera
08.2022 - Current
Bachelor of Arts - Creative Writing And English
Southern New Hampshire University
05.2021 - Current
Analyst, Service and Delivery
Beachbody
05.2018 - 12.2018
Global Support Specialist
Beachbody
09.2016 - 05.2018
Escalations Specialist, Compliance
Beachbody
04.2015 - 09.2016
Administrative Support Representative
Beachbody
02.2011 - 04.2015
High School Diploma -
Nathaniel Narbonne Senior High School