Horacio Salas

Handle all tenant logistics and leases and effectively scheduled appointments, showings, move-ins and move-outs for a Class A/luxury multifamily property in a high-demand urban market. Support community manager by preparing monthly reports that tracked occupancy, rent collection, financials and community care. Upheld high standards of customer service for current and prospective tenants, addressing concerns promptly with effective problem-solving skills. Enhance team performance and resident satisfaction through targeted training and development initiatives. Oversee and spearhead the monthly rent collection process, ensuring timely payments through effective communication and resident relations strategies.

Oversee housekeeping and front office operations, focusing on staff training to ensure top-level service and compliance with industry standards. Implement technology solutions to streamline operations and enhance customer satisfaction, managing a team of 30 direct reports. Develop and monitor key performance indicators to gauge success and identify areas for improvement.

Lead operations for call center services across multiple properties, driving improvements in customer service and operational efficiency. Design and implement training sessions on customer service excellence and de-escalation techniques, significantly improving team performance metrics while working closely with the L&D department. Analyze and optimize call distribution and team scheduling to increase productivity by 40%. Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.