Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Evelyn Ayala

Harrisburg,PA

Summary

Dynamic professional with a proven track record at Harrisburg Housing Authority, enhancing resident relations and satisfaction through innovative retention strategies and effective communication. Excelled in bilingual customer care at ACS-PennDot, boosting retention with superior problem-solving skills. Expert in property management and teamwork, demonstrating adaptability and a commitment to excellence.

Overview

16
16
years of professional experience

Work History

DIR Resident Relations

Harrisburg Housing Authority
05.2009 - Current
  • Streamlined communication between residents and management, fostering a sense of community within the property.
  • Provided exceptional customer service through active listening and empathetic problem-solving, leading to high levels of resident satisfaction.
  • Monitored online reviews and feedback, implementing changes as needed to address areas of concern or improvement opportunities.
  • Developed and implemented innovative resident retention strategies, resulting in increased lease renewals.
  • Implemented conflict resolution strategies when necessary, mediating disputes between residents while maintaining professional boundaries.

Bilingual Customer Care Specialist

ACS-PennDot
04.2008 - 05.2009
  • Contributed to team success by exceeding performance metrics for call resolution, response time, and customer feedback scores.
  • Managed escalated calls professionally, addressing concerns in the client''s preferred language to ensure satisfaction and swift resolution.
  • Identified opportunities to improve language-specific support resources by evaluating customer feedback and collaborating with stakeholders for implementation.
  • Boosted customer retention with empathetic listening, problem-solving abilities, and cultural understanding.

Education

Associate of Science - Business Administration

Sistema Universitario Ana G Mendez - Universidad Del Turabo
Gurabo, PR
01.2004

Skills

  • Fair Housing Regulations
  • Property Management
  • Property Inspections
  • Safety Compliance
  • Tenant relations
  • Teamwork and Collaboration
  • Adaptability and Flexibility
  • Organizational Skills
  • Financial budgeting and reporting

Languages

Spanish
Full Professional

Timeline

DIR Resident Relations

Harrisburg Housing Authority
05.2009 - Current

Bilingual Customer Care Specialist

ACS-PennDot
04.2008 - 05.2009

Associate of Science - Business Administration

Sistema Universitario Ana G Mendez - Universidad Del Turabo

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Evelyn Ayala