Jazmin G. Capati

Responsibilities

• Appointed as IWG Social Media Expert. To upload pre-packaged company content to our DSMN8 platform, provide ready share with the click of a button. A company influencer, compete with colleagues in the leaderboard, and even automate the sharing process!
• As a company media influencer, I share company content on social media, helping to start more conversations, develop my personal brand, and even become a social seller.
• As a community manager, anticipate clients' needs before they arise. Using relevant information collected about members will enhance and personalize their experience, demonstrating your proactive approach to client satisfaction. Follow up in person with all clients who've submitted a lousy rating for conference rooms, poorly rated a ticket, or submitted a negative response.
• As a community manager, I am committed to client satisfaction, and I demonstrate this commitment by prompting issue resolution. Following the issue resolution process and utilizing the severity scale to determine the following steps plays a crucial role in maintaining a high client experience. Ensure the proposed solution fully meets the client's needs.
• Conduct scheduled quarterly conversations with owned accounts to enhance their memberships while regularly checking in on all clients to understand their ongoing experiences.
• Review the Net Promoter Score responses to understand areas of improvement and implement proactive changes, keeping member experience in mind.
• Support the front desk coverage schedule as needed, ensuring consistent coverage during business hours and handling and receiving clients' mail and packages.
• Conduct pre-move-in meetings with all new accounts to ensure a successful move-in.
• Conducted onboarding move-ins for all the new clients and explained their accounts online.
• Complete the new office clients' access and process their building and parking access accounts.
• Conduct move-out interviews to understand the departing members' overall experience. This includes asking about their reasons for leaving, their satisfaction with our services, and any suggestions for improvement.
• Set a meeting with move-out clients to retain them as much as possible. Understand what they need.
• Sell alternative products if they want to downgrade their current product.
• Conduct tours of the space for potential new clients while sharing benefits tailored to their needs
• Set up networking events that help to create a community within your location.
• Distribute all necessary information to promote the event, including creating and posting weekly and individual event posters.
• Ensure building-specific operational requirements are met for each event (elevators, HVAC, etc.)
• Conduct morning walkthrough to address any issues, Escalating any recurring matters to your manager and/or relevant cross-functional teams.
• Liaise with in-building, third-party cleaning companies to ensure space is kept up to standards
• Track, audit, and organize keys collected and distributed
• Manage keycard stock and request new inventory as needed.
• Oversee Community responsibilities for each staff member, including owning specific operational duties, liaising with Sales and Account Management, and supporting particular agreements.
• Review and understand the role in the building management & provided Emergency Action Plans.
• Create incident reports as necessary, Respond appropriately and escalate any medical emergency (injury or illness), and respond to instructions from Leadership regarding emergency situations or security alerts.
• To ensure we deliver on our targets for an uncompromised member experience, we curate events such as networking sessions, workshops, and social gatherings based on clients' interests, introduce clients to each other for business opportunities, and create a welcoming environment for members and their guests.

• Company Overview: IWG PLC
• Responsible for the smooth running of centre operations and ensure continual upkeep and standards of business centres
• Resolves operational challenges faced by team members and providing offsite training for new staff within my cluster on centre opening / closing activities, as well as daily operational procedures
• Eliminates bad debt, and lowered operating costs, thereby contributing toward achieving quarterly goals
• Aiding teams in understanding where key IT issues lie and supporting them in the timely resolution of the issue
• Ensures our customers are invoiced accurately and payments are collected on time
• Coordinates questions through to prompt resolution with the Global Service Centre (GSC) team on behalf of the customers
• Ensures all our Community Managers and Associates within my City provide all customers with the 'Regus Experience' whether short term or long-term clients
• Responsible for overall customer satisfaction through NPS surveys on a monthly basis for newly onboarded clients as well as existing clients
• Evaluates client feedback and working on the improvement of operational practices to ensure increasing customer satisfaction
• Contributes to the overall revenue of the centre by identifying opportunities to promote Regus products and services
• Serves as the primary backup for the Area Sales Manager including conducting customer needs analysis meetings, and taking customers on tours up to deal closing stage
• Works with team members to achieve retention target and ensure critical KPIs are met and exceeded
• Maximise revenue performance for my area by focusing more on upgrades, expansions, long term renewals and promotion of additional services
• Builds awareness of our products and services and promote customer engagement by holding regular networking events within our community
• Leads the team in my city through communications, training, coaching, team performance and management, team coverage, and reporting
• Organizes weekly team huddles to discuss progress and developments, action plans, and areas for improvement
• Takes ownership of the induction process and training the new joiners through mentorship
• Guides the team through conflict resolution and constructive criticism while motivating them to adhere to standards
• Conducts employee appraisals, highlighting achievements during the year and clearly outlining KPIs for the year ahead
• Handles NCO and Closure processes and followed up with suppliers and contractors for completion of work orders as per schedule
• Negotiates better rates with service provider and spearheaded the process of negotiating similar rates for other centres
• Obtains, analyzes and approves quotes from contractors, looking after any maintenance issues to see that affected local centres are taken care of in a timely manner
• IWG PLC

• Oversee the fulfillment of larger organizational goals
• Coordinate activities between multiple projects
• Manage the main program, giving detailed attention to program strategy, project delegation, and program implementation
• Planning and designing the programme and proactively monitoring its progress, resolving issues and initiating appropriate corrective action
• Defining the programme's governance arrangements

• Consistently develop and manage new/current corporate accounts through cold-calling, business meeting and presentations
• Meet up with potential and existing clients and lead the conversation on their staffing needs
• Understand and provide HR solutions and consultation services
• Introduce/propose business solutions and negotiations
• Manages business-to-business relationship and rapport building
• Performs entire recruitment cycle (conduct candidate selections, interview pre-screening, formal interviews, technical test, point-of-liaison, extending & managing job offers and follow up actions)
• Attends to client's feedback about our candidates and do necessary actions or resolutions
• Source and liaise with supplier, purchase office supplies and assist in other admin duties

• Responsible for greeting and registering the guest, providing outstanding guest service during their stay and settling the guest's account upon completion of their stay
• Registering guests, making and modifying reservations, hotel operator, cashier and concierge duties
• Ability to multi-task, detail-oriented, and able to problem solve in order to effectively deal with internal and external customers

• Company Overview: MASK DESIGN DIVISION
• Safe keeps all confidential documents of the company
• Process director's foreign trips
• Organize incoming and outgoing documents
• Informs all phone calls and assist visitors
• MASK DESIGN DIVISION

• Company Overview: Manila, Philippines
• Responsible in check in and check out of the guests
• Handles the needs and complains of the guests
• Telephone Exchange Operator PABX
• Manila, Philippines