Jennifer Opoku

As a Customer Support Manager, I manage a team of customer support representatives that handle daily inbound and outbound calls related to vendor credentialing and monitoring for property management customers. The position involves coaching the team to analyze all existing data, deliver exceptional customer support, and make proper accounts. I have built a strong team and shaped staff behaviors to accomplish the desired results, including interviewing and hiring to build a world-class team. In addition, I work closely with other leaders, as well as other teams within the organization, to identify opportunities to enhance workflows and play a collaborative role in implementing new standards, processes, and procedures. In this role, I also assist partners with day-to-day operational questions, coaching and team development.

Essential Job Functions:

• Manage and assess the overall team's quality KPI's

• Actively measure performance through outbound monitoring and grading processes

• Record daily performance metrics

• Assist team with daily questions and offer support solutions

• Train new and current partners on customer support procedures and policies and changes to procedures and policies

• Assist with the development and implementation of support policies

Maintain training SOPS

• Oversee performance management of the CSR team and provides mentoring, coaching, training, and development to team members, including performance reviews and monthly check-ins.

• Manage daily workflow and accountability and ensuring proper staff levels through timecard management

• Oversee and maintain compliance with all company policies and procedures

• Manage the day-to-day operations of a fast-paced environment

• Responsible for interviewing and hiring potential candidates, and assessing skills to build a strong work team

• Collaborate with leadership when necessary, to manage processes to increase efficiency, effectiveness, and compliance with company objectives

Leadership Qualities

• Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment.
• Empathy, humility and great listening skills
• Ability to multitask, prioritize, and manage time effectively to oversee team workload
• Confidence in making decisions and communicating effectively
• Skilled ability to develop and coach partners for improved and sustained performance
• Self-motivated with a solid track record in achieving and exceeding goals

• Interacted with potential renters during showings providing information about the property features.
• Handled complaints from tenants regarding maintenance issues and resolved them promptly.
• Monitored building maintenance and repairs, coordinated with contractors to ensure completion of tasks.
• Advertised vacancies through various media outlets such as newspapers, websites, social media platforms.
• Resolved tenant complaints in a timely manner while maintaining positive relationships with tenants.
• Provided administrative support for the property manager including filing, typing correspondence, answering phone calls and scheduling meetings.