Summary
Overview
Work History
Education
Skills
Timeline
Generic

Felicia Kenny

Fairfield,CA

Summary

A proven leader with a track record of enhancing customer satisfaction and streamlining operations. Skilled in Yardi and adept at fostering resident relations, excel in fast-paced environments and ensure compliance with Fair Housing Regulations. Skillset has consistently led to increased efficiency and high team productivity, demonstrating a strong ability to adapt and lead effectively.

Overview

17
17
years of professional experience

Work History

Sr. Call Center Representative

Travis Credit Union
04.2024 - Current
  • Developed customized solutions for callers, leading to increased customer loyalty and repeat business.
  • Ensured adherence to regulatory guidelines and company policies through regular quality assurance audits of call center agents' interactions.
  • Managed escalated calls professionally, resolving issues swiftly while maintaining calm demeanor under pressure.
  • Assisted in developing standard operating procedures for call center, improving consistency across all interactions with customers.
  • Served as exemplary role model for junior representatives through exceptional work ethic and commitment towards delivering outstanding service experiences for clients consistently.
  • Partnered with other departments to address complex customer issues, facilitating timely resolutions and enhanced client satisfaction levels.
  • Reduced average call duration by implementing efficient problem-solving techniques and providing accurate information.
  • Maintained strict adherence to data security protocols when handling sensitive customer information during calls.
  • Enhanced first-call resolution rates by employing active listening skills and promptly addressing customers'' concerns.
  • Managed high-volume call center, maintaining professionalism and exceptional quality of support.

Community Manager

Bridge Housing
12.2021 - 04.2024
  • Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Provided exceptional customer service to both current and prospective tenants, fostering positive living environment within property.
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting interests of both landlords and tenants.
  • Conducted thorough background checks on prospective tenants, maintaining a high quality resident profile at the property.
  • Managed daily operations for optimal efficiency and cost effectiveness.
  • Negotiated contracts with vendors to secure competitive pricing on essential services such as trash removal or pest control.
  • Trained new staff members on effective use of digital tools for managing communications within the online community environment efficiently.
  • Evaluated effectiveness through regular data analysis and reporting, identifying areas for improvement and implementing necessary changes for continuous process enhancements.
  • Reduced processing errors by diligently reviewing documents and recertification for completeness and accuracy before submission.
  • Conducted regular audits of files to ensure compliance with regulatory requirements and organizational policies.

On-Site Resident Manager

SMAC
02.2019 - 12.2021
    • Consistently ensured prompt rent payments from tenants through effective communication and timely follow-up on overdue accounts.
    • Streamlined the recertification process for improved efficiency and reduced approval times.
    • Improved rent collection rate with diligent follow-up on delinquent accounts and implementing payment plans.
    • Coordinated emergency response efforts during natural disasters or other crisis situations, prioritizing resident safety above all else.
    • Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
    • Delivered emergency 24-hour on-call service for tenants on building issues.
    • Maintained accurate financial records, submitting detailed reports to property owners on a monthly basis.
    • Developed strong relationships with tenants, fostering a positive living atmosphere and reducing turnover.
    • Implemented effective marketing strategies to attract new tenants and maintain high occupancy rates.
    • Created informative newsletters for residents, keeping them updated on important announcements or upcoming events in the community.
    • Conducted thorough background checks on prospective tenants, maintaining a high quality resident profile at the property.
    • Organized community events to promote resident engagement and foster a sense of belonging among neighbors.
    • Regularly inspected property grounds to identify potential problems or safety hazards that required immediate attention.
    • Assisted residents during move-in/move-out process, ensuring smooth transitions for both parties involved.
    • Streamlined office operations for increased efficiency by implementing digital filing systems and automating routine tasks.

Restauranteur Manager

Chipotle Mexican Grill
01.2008 - 02.2019
  • Reviewed financial reports regularly, identifying trends and opportunities for growth within multi-unit portfolio.
  • Utilized keen problem-solving skills to address and resolve any issues that arose within district, ensuring minimal disruption to daily operations.
  • Managed all aspects of operations, including setting and managing budgets, inventory control, and vendor relations.
  • Facilitated cross-training initiatives among restaurant mangers to improve skillsets, enhance job satisfaction, and increase overall productivity across all locations.
  • Reduced employee turnover through effective recruitment and retention strategies.
  • Ensured compliance with industry standards and regulations by enforcing strict health and safety guidelines in each establishment.
  • Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Fostered a culture of collaboration and open communication among restaurant managers in the district, leading to increased efficiency and overall success.
  • Mentored new managers, providing guidance on best practices for their roles and responsibilities within the company structure.
  • Collaborated with senior management to develop long-term strategic plans for the growth and expansion of the district.
  • Streamlined operations for increased efficiency by conducting regular audits of restaurant processes and procedures.
  • Monitored cash handling procedures closely to prevent theft or discrepancies in revenue reporting accurately.

Education

High School Diploma -

Community Scholars Of Success
San Francisco, CA
06.2005

Skills

    Yardi

    Recertification's

    Fair Housing Regulations

    Rent collection

    Resident relations

    Workload prioritization

    Verbal Communication

    Supervisory skills

    Learn quickly and adapt to new situations

    Timekeeping

    Worked effectively in fast-paced environments

    Working independently and collaboratively in a team environment

Timeline

Sr. Call Center Representative

Travis Credit Union
04.2024 - Current

Community Manager

Bridge Housing
12.2021 - 04.2024

On-Site Resident Manager

SMAC
02.2019 - 12.2021

Restauranteur Manager

Chipotle Mexican Grill
01.2008 - 02.2019

High School Diploma -

Community Scholars Of Success

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Felicia Kenny