Evon Razo
Fort Worth,TX
Summary
Knowledgeable training leader with proven skills in program and team management. Successful at evaluating training needs and program operations to make effective decisions. Conversational abilities in Spanish American Sign Language Accomplished in diversifying training programs and expanding course offerings to handle larger numbers of enrollees. Well-versed in developing courses for new topics and adjusting existing classes to meet changing demands. Hardworking and disciplined leader with advanced conflict resolution skills, good organizational abilities and proactive approach. Effective at creating and optimizing training programs for new, professional, supervisory and management positions. Excellent communicator, multitasker and problem-solving abilities. Advanced skills in Microsoft with in-depth understanding of training requirements for different departments and levels. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Motivated high school student with a track record of academic excellence looking for part-time work. Intends to develop professional work experience utilizing excellent communication and time management skills. Recent graduate with excellent research, technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
10
10
years of professional experience
Work History
Manager Trainer
ContinuumGlobal
Fort Worth, TX
11.2022 - Current
- Monitored progress of managers throughout their training period.
- Liaised with other departments to formulate training requirements, data capture and manage metrics and reporting.
- Presented reports outlining the results of manager's development plans.
- Organized manuals, multimedia visual aids and other educational materials to aid training.
- Maintained comprehensive database to track training, certifications and qualifications.
- Developed testing and evaluation procedures to drive effective outcomes.
- Assessed employee needs through surveys, interviews and focus groups.
- Designed activities that promoted collaboration among different departments within an organization.
- Facilitated open discussions between managers about effective communication techniques.
- Facilitated training on benefits, FMLA and CFRA, new employee orientation and performance appraisals.
- Developed new training programs in compliance with company and government standards.
- Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
- Designed training modules implementing strategic business practices and organizational behavior training concepts.
- Provided feedback on manager's performance during their training process.
- Analyzed each department's training needs and developed new training programs based upon data collected.
- Analyzed employees' feedback after each training session to assess the effectiveness of the program.
- Coordinated team leader motivational initiatives to incentivize professional growth and program improvements.
- Implemented training improvements to achieve desired results.
- Identified areas of improvement within the organization's management structure.
- Discovered and implemented new learning techniques and industry best practices to drive learning through professional training.
- Approved new training techniques and suggested enhancements to optimize existing training programs.
- Created testing and evaluation procedures to assess performance before, during and after training sessions.
- Collaborated with internal teams to produce and maintain knowledge base content.
- Researched new trends in management techniques in order to keep up-to-date with industry standards.
- Mentored team members to succeed and advance within department and company.
- Used expert platform and third-party application knowledge to customize and deliver virtual and in-person training.
- Collaborated with subject matter experts, vendors and third-party training providers to support learning and development strategy.
- Evaluated existing policies and procedures related to managerial duties.
- Deployed learning management system, boosting product awareness, adoption and usage through educational content.
- Conducted individual and group trainings on a variety of topics, such as customer service, conflict resolution, team building and leadership skills.
- Offered specific training programs to help workers generalized and job-specific abilities.
- Evaluated employee skill levels and implemented new techniques to boost staff knowledge.
- Created and implemented training programs to improve employee performance.
- Encouraged managers to take initiative when dealing with challenging tasks.
- Coordinated with managers to identify skill or knowledge gaps and implement training needs.
Assistant Property Manager
Bridge Property Management
Fort Worth, TX
02.2019 - 11.2022
- Met with landowners to secure access to mineral rights and facilitate company drilling on privately owned parcels.
- Checked common areas regularly to keep neat, clean and free of debris.
- Coordinated general maintenance and repairs to keep facilities operational and attractive.
- Maintained accurate records of all transactions involving tenants' accounts including rent payments and late fees.
- Organized periodic tenant appreciation activities such as barbecue's or holiday parties.
- Addressed and resolved complaints, concerns and service requirements to deliver prompt remedial action.
- Managed day-to-day activities involving tenants, subcontractors and property management.
- Oversaw budgeting process for assigned properties.
- Created tenant files, maintained records of rental payments, and tracked lease agreements.
- Met with clients to negotiate management and service contracts.
- Met with committees to discuss and resolve legal and environmental issues.
- Settled tenant conflicts using persuasive communication skills and expert knowledge of leasing agreements.
- Developed strong, professional relationships with residents by delivering exemplary service and engagement.
- Checked rental eligibility by following company's verification process.
- Conducted apartment tours for potential tenants and answered questions about property.
- Provided administrative support for the property manager including filing, typing correspondence, answering phone calls and scheduling meetings.
- Interacted with potential renters during showings providing information about the property features.
- Remained aware of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
- Escalated critical issues to property manager to promote immediate resolution.
- Handled security deposit refunds.
- Advertised vacancies through various media outlets such as newspapers, websites, social media platforms.
- Maintained thorough, accurate and compliant records for internal and regulatory audits.
- Collected first month's rent along with security deposit prior to move-in date.
- Managed and oversaw operations, maintenance and administration of properties.
- Oversaw projects through timely inquiry response, event coordination and on-site support for feature film productions and events.
- Solicited and analyzed bids for repairs, renovation and general maintenance.
- Negotiated rates and prepared documents such as communization, pooling and production sharing agreements.
- Researched city ordinances related to zoning regulations, occupancy limits, and other relevant topics.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Handled complaints from tenants regarding maintenance issues and resolved them promptly.
- Cultivated rapport with clients to meet expectations for high-end event space rentals.
- Monitored building maintenance and repairs, coordinated with contractors to ensure completion of tasks.
- Developed new policies for tenant leases as well as procedures for handling rent payments and security deposits.
- Assisted property manager in leasing and marketing activities.
- Conducted regular inspections of properties to identify any needed repairs or improvements.
- Planned, scheduled and coordinated general maintenance or repairs for commercial or residential properties.
- Ensured compliance with all applicable laws related to fair housing practices.
- Reviewed completed applications and assessed household information against file history and program regulations.
- Updated tenant and unit information to keep current in housing database.
- Handled resident complaints and expedited maintenance requests.
- Reviewed existing lease documents making sure that they are up to date and compliant with local laws.
- Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends.
- Participated in community events promoting the rental properties available at the location.
- Processed applications received from prospective tenants verifying credit history, employment status.
- Conducted tours of vacancies with prospective tenants.
- Explained policies and procedures to tenants and enforced rules.
- Initiated eviction proceedings when necessary according to state law guidelines.
- Collected monthly assessments, rental fees, deposits and payments.
- Assisted owners with analyzing complex real estate documents and loan agreements.
- Managed overall tenant relations, promoted tenant satisfaction and streamlined services delivery.
- Prepared monthly financial reports for review by the property manager.
- Kept records of correspondence with residents and tenants.
- Recommended clarifications and changes in program policies to director of property management.
- Supervised production of annual rent, operating expense, and real estate tax adjustments.
- Compiled and conveyed operational and financial data to regional manager.
- Liaised between construction manager and tenant during build-out phase of tenant suite.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Negotiated rental terms with applicants ensuring that they comply with company policy standards.
- Prepared and submitted monthly tenant visit logs.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Collaborated with others to discuss new opportunities.
- Achieved cost-savings by developing functional solutions to problems.
- Maintained updated knowledge through continuing education and advanced training.
- Assisted with customer requests and answered questions to improve satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Lessor
Temp Agency
Fort Worth, TX
02.2016 - 12.2018
- Monitored progress of managers throughout their training period.
- Liaised with other departments to formulate training requirements, data capture and manage metrics and reporting.
- Presented reports outlining the results of manager's development plans.
- Collaborated with senior staff members regarding changes needed in managerial roles.
- Organized manuals, multimedia visual aids and other educational materials to aid training.
- Maintained comprehensive database to track training, certifications and qualifications.
- Developed testing and evaluation procedures to drive effective outcomes.
- Assessed employee needs through surveys, interviews and focus groups.
- Provided guidance and support to managers in order to help them develop their skills.
- Designed activities that promoted collaboration among different departments within an organization.
- Facilitated open discussions between managers about effective communication techniques.
- Produced reports and maintained training documents to support training activities.
- Roleplay various scenarios with teams to build confidence in handling situations.
- Determined course objectives and found or wrote course materials to cover topics.
- Facilitated training on benefits, FMLA and CFRA, new employee orientation and performance appraisals.
- Developed new training programs in compliance with company and government standards.
- Developed and maintained training materials for new managers.
- Provided feedback on manager's performance during their training process.
- Designed training modules implementing strategic business practices and organizational behavior training concepts.
- Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
- Monitored training costs to maintain training budget.
- Analyzed each department's training needs and developed new training programs based upon data collected.
- Conducted evaluations of training courses to uncover areas in need of improvement.
- Delivered training material to diverse audiences of both blue and white-collar professionals.
- Benchmarked learning and development strategies using industry best practices.
- Delivered cohort training, learning activities and assessments, monitoring adoption of learning.
- Analyzed employees' feedback after each training session to assess the effectiveness of the program.
- Coordinated team leader motivational initiatives to incentivize professional growth and program improvements.
- Evaluated effectiveness of training by using feedback surveys, focus groups and other relative means.
- Implemented training improvements to achieve desired results.
Customer Service Representative
Silver leaf resorts
Fort Worth, TX
03.2014 - 08.2018
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Mentored new employees on procedures and policies to maximize team performance.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Surpassed sales goals through implementation of successful marketing strategies.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Developed strong customer relationships to encourage repeat business.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Led on- and off-site customer support teams across multiple time zones.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Mentored junior team members and managed employee relationships.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Provided top quality control and eliminated downtime to maximize revenue.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Prevented key account losses by researching discrepancies and correcting problems.
- Promoted available products and services to customers during service, account management and order calls.
- Increased customer satisfaction ratings 86% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Education
Associate of Science - Medical Assisting
Northeast Campus
Fort Worth, TX01-2028
Skills
- Staff Scheduling
- New Hire Training
- Employee Mentoring
- Test Administration
- Adult Learning Theories
- Employment Law Knowledge
- Course Planning
- Program Optimization
- Sales Leadership Development
- HRIS Technologies
- New Employee Training
- Training Oversight
- Strategic Thinker
- Leadership Training
- Training Methods
- Team Direction
- Process Evaluations
- Verbal and Writing Communication
- Fluent in Spanish American Sign Language
- Certified Professional Human Resource Management
- Change Management
- Staff Presentations
- Materials Selection
- Product Development
- Public Speaking
- Multimedia Development
- Course Design
- Course Development
- Project Management
- Program Management
- Supply Control
- Motivational Speaking
- Classroom Instruction
- Budget Administration
- Resource Management
- Performance Metrics
- Small Group Instruction
Timeline
Manager Trainer
ContinuumGlobal
11.2022 - Current
Assistant Property Manager
Bridge Property Management
02.2019 - 11.2022
Lessor
Temp Agency
02.2016 - 12.2018
Customer Service Representative
Silver leaf resorts
03.2014 - 08.2018
Associate of Science - Medical Assisting
Northeast Campus
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