Kara MacLoon
Loomis,CA
Summary
I truly enjoy and thrive in a high paced work environment. I love to work with others or alone. I would love to find a long term career now that my children are old enough to be in school. I am skilled at communications, organizing, and solving day to day unpredictable problems. All of my past managerial experience gave me the ability to offer comprehensive background in community-based planning, project management, as well as policy and program development. Dedicated, self-motivated leader, and skilled in process improvement. Experienced in managing multiple projects under tight deadlines, as well as a driven administrative officer who is effective at designing highly innovative new programs for all customers if needed. I am an active listener who seamlessly incorporates feedback from staff and clientele. I truly believe I am the perfect addition to your work force and fully look forward to a chance to prove my abilities.
Overview
15
15
years of professional experience
Work History
CSR-Propery Manager
Invitation Homes Inc.
Roseville, CA
02.2025 - Current
- Resolved customer inquiries efficiently, enhancing service quality and satisfaction.
- Managed high-volume calls, ensuring prompt responses to client concerns and requests.
- Developed training materials for new representatives, improving onboarding processes and knowledge retention.
- Collaborated with cross-functional teams to streamline communication and enhance customer experiences.
- Analyzed customer feedback to identify trends, driving improvements in service delivery protocols.
- Implemented process enhancements that increased operational efficiency within the support team.
- Mentored junior staff on best practices in customer engagement and conflict resolution techniques.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Created and maintained detailed database to develop promotional sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
- Led cross-functional teams to enhance operational efficiency and streamline property management processes.
- Developed and implemented strategic initiatives to reduce vacancy rates and improve tenant satisfaction.
- Mentored staff on best practices for customer service, resulting in improved team performance and engagement.
- Oversaw maintenance operations, ensuring timely response to tenant requests and adherence to safety standards.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Legal Secretary
Robin C. Bevier and Associates
09.2019 - 08.2020
- Answer Phones
- Scheduling
- Organize and maintain filing system
- Deliver and pickup filings at multiple court houses
- Processing Deeds
- Day to day paperwork
Regional Property Manager
Project Management Inc or PMI
01.2011 - 09.2014
- Worked directly with new and veteran tenants, other property managers, main office personnel as well as the owner of PMI, to achieve lasting tenant, and property owner relationships
- Responsible for creative design for prominent and higher end properties
- Researched and updated all required materials needed for firm and partners
- Performed initial client assessment and analysis to begin research process
- Vetted all tenants with background checks, collected rents, made bank deposits, while running multiple complexes simultaneously
- Handled all legal proceedings for evictions
- Obtained documents, clearances, certifications, and approvals from local, state and federal agencies to legal hold position
Education
3 Semesters - Basics and Business
Grand Canyon University
01.2011
Classes - Basics
Butte College
Chico, CA01.2010
HS Diploma - undefined
Mineral Wells High School
Mineral Wells, TX01.1998
Skills
- Professional Demeanor
- Typing
- Phone Etiquette
- General Office Knowledge
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Building rapport
- Technical support
- Clerical support
- Live chat support
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Assertiveness
- Recordkeeping strengths
- Account updating
- Research
- Account management
- Reading comprehension
- Service upselling
- Office equipment proficiency
- Staff education and training
- Conflict mediation
- Proofreading
- Product promotion
- Document control
- Brand representation
- Quality assurance controls
- Escalation management
- CRM software
- Information security
- Product education
- CRM software proficiency
- Training development aptitude
- System implementation
- Call triaging
- Process optimization
- Record preparation
- Report creation
- (Software) Appfolio, Yardi, Salesforce
- Lead generation
Accomplishments
I now have experience in Salesforce and Yardi as well as Appfolio.
Timeline
CSR-Propery Manager
Invitation Homes Inc.
02.2025 - Current
Legal Secretary
Robin C. Bevier and Associates
09.2019 - 08.2020
Regional Property Manager
Project Management Inc or PMI
01.2011 - 09.2014
Classes - Basics
Butte College
HS Diploma - undefined
Mineral Wells High School
3 Semesters - Basics and Business
Grand Canyon University
High Volume Resolutions and Operations
I am an outgoing easy to get along with motivational asset to any team. I have lots of experience in property management both multifamily and luxury single family homes. I am looking for a place where I can stay until I retire and have applicable compensation for my experience. I can handle any software thrown my way and I excell at all property management software. I have trained more people than I can count on software and am an exceptional customer service representative. I am looking for a company that appreciates what I have to offer so that I may stay and be compensated for my experience.