Florianne Olivia K Mapengo
McLean,VA
Summary
Personable and dedicated Customer Service with extensive experience in providing quality service to clients in various domains. Fast learner and easily adapt in a fast paced and new environment. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to clientele success. Articulate, enthusiastic and results-oriented with a demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Leasing Manager
Greystar
Tysons Corner, Virginia
04.2025 - Current
- Provided exceptional customer service, addressing inquiries and issues in a timely manner.
- Collaborated with maintenance and property manager to ensure units are move-in ready.
- Managed and resolved tenant issues and concerns promptly to maintain high satisfaction levels.
- Processed rent checks efficiently to ensure timely payments and maintain tenant satisfaction.
- Supervised two leasing agents, driving team performance and streamlining leasing activities.
- Ran background checks on potential tenants to evaluate criminal records and credit statuses.
- Utilized property management software for efficient operation and reporting.
- Oversaw the leasing process from initial inquiry to lease signing, ensuring a smooth experience.
- Wrote and filed reports each day on current leasing activities.
Sales & Leasing Professional
Vita Tysons Corner Center
Tysons Corner, VA
05.2023 - Current
- Leasing Professional to 429 luxury units including Penthouses; Providing exceptional service to high-end clientele.
- Understanding and anticipating the unique needs and preferences of luxury apartment seekers.
- Maintaining confidentiality and discretion in dealing with high-profile clients.
- Conducted informative and personalized property tours, showcasing the unique features and amenities of each unit to potential residents and encouraged them to fill out applications after property tours.
- Utilized effective communication and negotiation skills to close leases and secure resident renewals.
- Built and maintained strong relationships with current and prospective residents, ensuring a positive leasing experience.
- Detailed application requirements and answered questions from prospective tenants.
- Conducted background checks on applicants and checked rental eligibility by following company's verification process.
- Escalated critical issues to property manager to deliver immediate resolution.
- Coordinated maintenance and repair requests and contacted contractors for bid proposals.
- Collaborated with marketing and leasing team to implement effective advertising strategies, resulting in increased property visibility and traffic in slow season.
- Conducted market survey every week to stay informed about current trends and competitor pricing to set competitive rental rates and incentives.
Sales & Leasing Professiona (Westbrooke PL. & ORA)
Gables Residential
Washington, DC
07.2022 - 04.2023
- Floated between two properties (Westbrooke Place & ORA)
- Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues.
- Led property tours to showcase amenities to prospective tenants and offered valuable information regarding major features.
- Encouraged prospective tenants to fill out applications after property tours.
- Detailed application requirements and answered questions from prospective tenants.
- Conducted background checks on applicants.
- Prepared lease paperwork and obtained signatures and first payments from new residents.
- Contacted and followed up with tenants on renewal notices.
- Maintained accurate records of correspondence with and from tenants.
- Escalated critical issues to property manager to deliver immediate resolution.
Bookseller
Barnes and Noble College
Houston, TX
08.2015 - 05.2017
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Assisted in ringing up sales at registers and bagging merchandise.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Organized store by returning merchandise to proper areas and restocked displays.
- Observed customer behaviors to identify security threats and escalate concerns to supervisors.
Education
High School Diploma -
Dom Helder Camara
Brazzaville, Congo06.2011
Certificate - English-as-a-Second-Language Education
LAL Language Centres
Cape Town, South Africa06.2012
Certificate - English-as-a-Second-Language Education
University of Texas At Austin
Austin, TX01.2013
Some College (No Degree) - Liberal Arts And General Studies
Austin Community College
Austin, TX01.2014
Associate of Arts - Liberal Arts And Sciences
Houston Community College
Houston, TX05.2017
Skills
- Bilingual in French and English
- Excellent Verbal and Written Communication
- Complex Information Interpretation
- Customer Service Excellence
- Strong Sales and Negotiation Skills
- Time Management and Organizational Skills
- Team Collaboration
- Proficient in Microsoft Office
- Expert in Yardi Software System
- Updating LRO
- Knowledge of Salesforce
- Proficient in using Knock, a CRM performance management platform
Timeline
Leasing Manager
Greystar
04.2025 - Current
Sales & Leasing Professional
Vita Tysons Corner Center
05.2023 - Current
Sales & Leasing Professiona (Westbrooke PL. & ORA)
Gables Residential
07.2022 - 04.2023
Bookseller
Barnes and Noble College
08.2015 - 05.2017
High School Diploma -
Dom Helder Camara
Certificate - English-as-a-Second-Language Education
LAL Language Centres
Certificate - English-as-a-Second-Language Education
University of Texas At Austin
Some College (No Degree) - Liberal Arts And General Studies
Austin Community College
Associate of Arts - Liberal Arts And Sciences
Houston Community College
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