Jhada Ryan
Summary
Dynamic professional with a proven track record at FirstService Residential, excelling in team leadership and process optimization. Skilled in training development and customer service, I have successfully enhanced operational efficiency and resolved complex issues, supporting over 100,000 stakeholders. Passionate about fostering positive relationships and driving impactful results in fast-paced environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Resident Services Support
FirstService Residential
Plantation
02.2025 - Current
- Effectively resolved resident inquiries and conflicts through strategic communication techniques.
Orchestrated seamless interactions between residents and management, addressing diverse requirements.
Coordinated processes for gate access, clubhouse reservations, and work order execution.
Processed accounting inquiries and facilitated late fee waivers expediently.
Mitigated violation disputes with comprehensive analysis and intervention.
Optimized resident service operations for swift issue resolution.
Tier III Supervisor
FirstService Residential
Hollywood
07.2017 - 02.2025
- Daily monitoring of social media platforms for FirstService Residential (LinkedIn, Facebook, etc.).
- Monitored over 500 associates in statistics, quality, NPS surveys, escalations, and call volume to provide coaching and performance plans for improvement.
- Conducted training classes for over 1,000 associates in Customer Care for over 19 markets, while optimizing training material.
- Coordinated with cross-functional teams and market liaisons on projects and initiatives, enhancing company organizational efficiency.
- Provided direct support via email, phone, and chat to over 100,000 associates, property managers, owners, residents, tenants, vendors, and third parties regarding emergencies, accounting, work orders, reservations, architectural modifications, resales, market escalations, vendor payments, and insurance.
- Generated community financial reports for property managers and district managers using the Jenark accounting platform and Zendesk ticket system.
- Assisted with administrative tasks, including scheduling, correspondence, document management, and the opening and closing of the facility.
Education
Some College (No Degree) - College Credits
Broward Community College
Skills
- Team leadership
- Process optimization
- Administrative support
- Training development
- Customer service-focused
- Problem-solving
Certification
- 16 Hour Pre-licensure CAM Course
- Currently Studying (CAM)
- Certified Nursing Assistant / Home Health Aide
- CPR Certified
Timeline
Resident Services Support
FirstService Residential
02.2025 - Current
Tier III Supervisor
FirstService Residential
07.2017 - 02.2025
Some College (No Degree) - College Credits
Broward Community College
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<ul><li>Direct Care & Individualized Support: Developed tailored Support and Care Plans for residents, achieving a 95% satisfaction rate by fostering trust and empowering residents towards self-sufficiency</li><li>Crisis Management & Behavior Monitoring: Reduced incidents by 40% through active monitoring and de-escalation techniques, promoting a safer environment for both residents and staff</li><li>Educational Planning & Activity Participation: Organized and led workshops on life skills, rights, and empowerment, supporting young people's educational and recreational engagement</li><li>Budget Oversight & Financial Planning: Managed resident-specific budgets, including clothing and recreational needs, ensuring compliance with financial plans and accurate documentation</li><li>Supervisory Role & Team Collaboration: Actively participated in staff meetings and supervision, contributing to a cohesive and supportive team environment</li><li>Health, Safety & Compliance: Conducted regular assessments to ensure all support services met safety standards, addressing issues such as sanitation, fire safety, and access to health services</li></ul> at McVerry Trust<ul><li>Direct Care & Individualized Support: Developed tailored Support and Care Plans for residents, achieving a 95% satisfaction rate by fostering trust and empowering residents towards self-sufficiency</li><li>Crisis Management & Behavior Monitoring: Reduced incidents by 40% through active monitoring and de-escalation techniques, promoting a safer environment for both residents and staff</li><li>Educational Planning & Activity Participation: Organized and led workshops on life skills, rights, and empowerment, supporting young people's educational and recreational engagement</li><li>Budget Oversight & Financial Planning: Managed resident-specific budgets, including clothing and recreational needs, ensuring compliance with financial plans and accurate documentation</li><li>Supervisory Role & Team Collaboration: Actively participated in staff meetings and supervision, contributing to a cohesive and supportive team environment</li><li>Health, Safety & Compliance: Conducted regular assessments to ensure all support services met safety standards, addressing issues such as sanitation, fire safety, and access to health services</li></ul> at McVerry Trust