Summary
Overview
Work History
Education
Skills
Systems
Certification
Timeline
Generic
Kirlene Roberts

Kirlene Roberts

Tampa,FL

Summary

Innovative professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success. Demonstrated ability to think strategically and develop solutions while prioritizing tasks and completing them in a timely manner thereby producing positive results. Strong leadership and team management abilities; exceptional capacity to motivate and inspire a team to achieve goals.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Central Operations Manager

Pacaso
01.2023 - 01.2024
  • Elevated the homeowner experience in collaboration with senior leadership by identifying pain points and devising innovative solutions to address concerns
  • Optimized operational costs, slashed budgetary expenses by 20% and acquired more favorable terms by tactfully negotiating contracts
  • Self-motivated, with a strong sense of personal responsibility.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Collaborate with cross-functional teams including sales, maintenance and legal ensuring successful implementation of the company's goals
  • Conducted regular performance reviews/ 1:1, identifying areas for improvement and providing constructive feedback to team members.
  • Instill modern technology like Zendesk, Slack work flow, AI bot etc., to streamline workflow processes and promote excellence in service delivery
  • Fostered a culture of accountability among team members by setting clear expectations around performance targets tied to SLA goals which was created based on KPIs, data analytic and department metrics.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.

Virtual Home Manager and Home Manager

Pacaso
01.2022 - 01.2023
  • Setup top rated, spotless, live-in ready homes for owners by overseeing all aspects of housekeeping, maintenance and vendor management
  • Conducted detailed review of homeowners' concerns and recommended innovative solutions that resulted in improved the homeowner experience
  • Kept accounts, resident files and regulatory paperwork current and accurate with diligent attention to administrative requirements.
  • Managed financial aspects of the home, including budgeting, expense tracking, and vendor negotiations to optimize resources.
  • Addressed 75% of incoming calls, text messages and emails at a consistent 92% CSAT score while keeping track of HOA, reoccurring utilities, amenities in the home

Senior Homes Consultant/Home Acquisitions Specialist

Swift Homes
01.2022 - 06.2022
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Conducted thorough market research and analysis, providing valuable insights for client decision making
  • Implemented customer relationship management (CRM) systems, improving client engagement and retention rates.
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
  • Negotiated contracts on behalf of clients, securing a favorable terms that contributed to 75% of overall success.
  • Managed client relationships through regular check-ins and updates on project progress.

Home Advisor

Zillow Group Inc
01.2021 - 01.2022
  • Assisted management by conducting weekly job training and meetings, providing support to management and empowering new hires with the necessary skills
  • Gained recognition as trusted expert in the company's products and services by managing an average of 175 leads per month and aligning clients' needs with tailored offerings
  • Increased customer satisfaction and delivered an enhanced home shopping experience by guiding clients on the buying/selling processes and enabling smooth transactions between buyers, sellers and affiliate vendor
  • Followed up with leads, supported agents, buyers, and investors through the home buying journey, reviewed completeness of required documents prior to offer submission and scheduled weekly job training to strengthen team skills
  • Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages
  • Provided exceptional customer service during initial consultations, identifying clients'' needs and matching them with appropriate resources accordingly.

CEO

Aneka Hair Studio
01.2018 - 01.2021
  • Achieved 40% increase in clientele by upselling new products and services, securing new leads and managing client accounts
  • Generated new business and provided exceptional customer service by developing engaging business marketing programs and campaigns, booking appointments and updating client/stylist schedules
  • Built long-term client relationships via networking, door-to-door advertising, and sales while determining the best hairstyle based on clients' hair and physical features that fit their lifestyle needs
  • Researched new trends and techniques in the beauty industry while processing accounts payable, managing vendors, and handling payroll in-house
  • Established new revenue streams by identifying market opportunities and launching innovative products or services.

Customer Service Representative/Concierge

Circle Air Group
01.2017 - 01.2018
  • Boosted customer satisfaction 30% by addressing the needs of private plane owners and pilots using innovative strategies
  • Provided high-quality elite assistance to passengers during all phases of travel, including check-in, baggage loading, and destination city arrangements while managing billing and accounting processes
  • Documented fuel usage per day, eliminated discrepancies on fuel logs, arranged accommodations for pilots and guests, delegated tasks and created tailored solutions in liaison with customers, management, and sales team

Front Desk Agent / Concierge

Wynn Resort Hotel Casino
01.2014 - 06.2017
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.

Education

Bachelor of Science - Wildlife Biology/Environmental Science

Central Michigan University
Mount Pleasant, MI
03.2014

Skills

Strategic Planning

Operations and Project Management

Relationship Building and client retention

Decision-making

Start up experience

Friendly, positive attitude
Teamwork and collaboration
Customer service
Attention to detail
Excellent communication
Problem resolution

Systems

  • Jira
  • Miro
  • CRM ( Salesforce, Close, etc.)
  • Saas Platforms ( Zen Desk, Slack, Dropbox, G- Suites, Microsoft Office, etc.)



Certification

  • CPR/AED Certification

Timeline

Central Operations Manager

Pacaso
01.2023 - 01.2024

Virtual Home Manager and Home Manager

Pacaso
01.2022 - 01.2023

Senior Homes Consultant/Home Acquisitions Specialist

Swift Homes
01.2022 - 06.2022

Home Advisor

Zillow Group Inc
01.2021 - 01.2022

CEO

Aneka Hair Studio
01.2018 - 01.2021

Customer Service Representative/Concierge

Circle Air Group
01.2017 - 01.2018

Front Desk Agent / Concierge

Wynn Resort Hotel Casino
01.2014 - 06.2017

Bachelor of Science - Wildlife Biology/Environmental Science

Central Michigan University

Similar Profiles

CREATE PROFILE
Kirlene Roberts