Kevin Fonseca

Managed comprehensive portfolio of facilities projects, defining scope, timelines, and delivering weekly status updates on risks and progress.
Oversaw unit turns and summer turns, ensuring coordination among maintenance, painting, flooring vendors, and custodial teams for timely readiness.
Led flooring projects by identifying units needing new flooring and monitoring vendor compliance through Smartsheet.
Partnered with director to create centralized Smartsheet system to enhance project tracking and facilitate data-driven operational meetings.
Leveraged Smartsheet and proprietary systems for tracking service metrics and producing analytical reports for process enhancements.
Ensured timely communication with residents regarding outages and maintenance through coordination with Service Desk.
Acted as primary contact for facility-related service requests, overseeing emergency response protocols.
Coached Service Center personnel to maintain policy compliance and deliver exceptional resident-focused services.

Spearheaded operations projects, including interview-process redesign and first remote training program.
Designed KPI dashboards and comprehensive reporting for leadership performance insights.
Developed tools for monitoring team KPIs, guiding coaching, staffing, and process enhancements.
Supervised and coached 30 agents, utilizing data for goal-setting and performance discussions.
Managed new-hire training and onboarding with standardized documentation templates.
Resolved client escalations, leveraging insights to enhance processes and training programs.
Conducted interviews and performance evaluations to boost employee engagement and retention.

Managed Fair Chance programs, developing a Driving Department and establishing partnerships with external organizations.
Help organize TED X Talk, coordinating community partners, speakers, logistics, and budget.
Developed performance metrics and reporting tools to assess program impact for stakeholders.
Led onboarding and training of fair chance talent, aligning expectations with department policies.
Collaborated with product teams and project managers to drive fair chance initiatives forward.
Applied conflict-resolution techniques to enhance team performance and foster inclusivity.

Led comprehensive Uber SSN process improvement project from inception through post-launch evaluation.
Oversaw various CX projects using Asana, Jira, and MS Project to ensure effective timeline management.
Created and improved SOPs to boost operational quality and candidate experience.
Utilized Excel and Tableau for in-depth data analysis to support product decisions and provide insights.
Coached a team of 70 on implementing new processes, enhancing overall quality standards.
Managed critical escalations, ensuring timely resolution while integrating lessons learned into ongoing training.
Presented weekly reports detailing performance metrics and strategic recommendations to senior leadership.