Hanna Zuy

Proven ability to enhance tenant satisfaction through effective communication, proactive maintenance, and strategic problem-solving. Skilled at handling tenant inquiries, concerns, and complaints with professionalism and care. Experienced in conducting property tours, answering questions, and presenting leasing options to convert leads into long-term tenants.

• Tenant Relations & Communication: Actively manage tenant inquiries, complaints, and concerns while fostering positive relationships to ensure a high level of tenant satisfaction.
• Leasing & Tenant Acquisition: Conduct property tours, present leasing options, and oversee the application process, including tenant screening and documentation.
• Move-In/Move-Out Coordination: Facilitate smooth transitions by conducting property inspections, managing the move-in and move-out processes, and addressing tenant needs.
• Market Analysis & Strategy: Continuously evaluate local market conditions and trends, collaborating with the corporate team to plan unit renovations and enhance property value.
• Property Maintenance & Inspections: Ensure units are move-in ready and up to standard by overseeing property inspections and managing unit turnovers with great attention to detail.
• Legal Compliance & Documentation: Work closely with legal professionals to ensure all actions adhere to regulations and ethical standards. Maintain accurate records of tenant correspondence and requests.
• Rent Collection & Account Management: Facilitate rent collection, ensuring accuracy and timeliness while proactively monitoring tenant accounts. Address late or missed payments, and communicate effectively with tenants regarding payment deadlines and consequences.
• Payment Plan Negotiation: Develop and negotiate payment plans for tenants facing financial difficulties to maintain positive relationships while ensuring rent collection.
• Multilingual Communication: Utilize translation apps to effectively communicate with tenants and prospective tenants who speak different languages, ensuring clear understanding and responsiveness.
• Resident Transfers & Accommodations: Manage resident transfers and reasonable accommodation requests in compliance with company policies and procedures.

Experienced in leading teams and ensuring high-quality customer service in a fast-paced environment. Proven ability to hire, train, and manage staff, while controlling costs and optimizing operations. Skilled in client communication, resolving conflicts, and providing ongoing support to enhance customer satisfaction. Focused on improving agency performance through strategic collaboration and data-driven insights. Strong track record of managing inventory, schedules, and financial reports, while maintaining a high standard of food quality and service.

• Staff Management & Training: Interviewed, hired, and coached staff members on exceptional customer service, food and beverage knowledge, and food safety guidelines to ensure a high-performing team.
• Client Communication & Support: Maintained consistent communication with clients through calls and emails, providing timely and accurate responses to inquiries and offering ongoing support to resolve challenges.
• Client Feedback & Reporting: Monitored and reported weekly on client feedback, ensuring actionable insights were shared with management for continuous improvement.
• Collaboration & Performance Improvement: Partnered with the owner and Director of Operations to propose strategic actions for improving agency performance, identify growth opportunities, and streamline operations.
• Website & Communications Oversight: Managed the company’s 'Contact Us' email account, and oversaw the revision and improvement of the website to enhance user experience and communication.
• Labor & Cost Control: Managed labor costs, consistently keeping them under twenty-one percent, and implemented cost control measures focused on minimizing waste and optimizing profitability.
• Inventory & Supply Management: Oversaw inventory management and the ordering of food, beverages, and supplies, ensuring efficient stock levels and minimizing over-ordering.
• Team Scheduling & Productivity: Curated and managed team schedules to improve productivity and ensure timely task execution, ensuring efficient operations and smooth daily functions.
• Quality Assurance & Customer Satisfaction: Guaranteed food quality and customer satisfaction by setting and enforcing service standards, maintaining a consistent, high-quality environment.
• Conflict Resolution: Effectively resolved employee and customer conflicts, fostering a positive work environment and ensuring customer satisfaction.
• Cash Management & Reporting: Conducted official money counts at the end of each shift, maintaining accurate financial records and providing regular reports to upper management.