Katia Depina
Summary
Encouraging Director and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Director of Residents and Concierge Services
Bozzuto
03.2021 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved resident complaints with empathy, resulting in increased loyalty and repeat business.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Assistant Manager
Tavistock Restaurant Collection
05.2018 - 03.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Customer Service Representative
BWSC
06.2017 - 09.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Improved call efficiency by effectively routing and managing incoming calls for a busy office environment.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Served as the primary point of contact for incoming visitors and phone calls, directing them efficiently to appropriate parties.
- Created and updated records and files to maintain document compliance.
- Received incoming mail and evaluated and distributed correspondence requiring priority attention.
- Provided administrative support during high-pressure situations enabling seamless workflow.
Education
Associate of Arts - Hospitality
Fisher College
Boston, MASkills
- Staff Development
- Operations Management
- Data Entry
- Customer Relations
- Performance Coaching
- Complaint resolution
- CRM Knowledge
- Administrative Support
- Emergency Response
- Problem-solving abilities
- Customer Service
Languages
cape verdian creole
Native or Bilingual
Spanish
Limited Working
Timeline
Director of Residents and Concierge Services
Bozzuto
03.2021 - Current
Assistant Manager
Tavistock Restaurant Collection
05.2018 - 03.2020
Customer Service Representative
BWSC
06.2017 - 09.2018
Associate of Arts - Hospitality
Fisher 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