Lorens De La Cruz
Hollywood,FL
Summary
Experienced administrative professional ready to drive operational efficiency and streamline office functions. Known for strong organizational skills, effective communication, and team collaboration. Expertise includes managing schedules, coordinating meetings, and handling correspondence. Adaptable and reliable, focusing on achieving results in a fast-paced environment.
Personable Office Administrator with nine years of experience prioritizing multiple tasks requiring prompt solutions. Talented problem-solver managing workloads while greeting visitors, answering incoming calls, and fulfilling staff members' requests. Professional and welcoming in creating an upbeat work environment.
Collaborative leaders partner with coworkers to promote an engaged, empowering work culture—documented strengths in building and maintaining relationships with diverse stakeholders in dynamic, fast-paced settings.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Office Administrator
Marquis HOA Management
06.2022 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Reconciled account files and produced monthly reports.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Safeguarded company information by maintaining strict confidentiality protocols and ensuring secure document storage practices.
- Boosted productivity by prioritizing tasks, managing schedules, and coordinating meetings for staff members.
- Implemented digital document management system, reducing paper waste and promoting environmental sustainability.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Assistant Property Manager
Marquis HOA Management
11.2020 - 05.2022
- Followed up on delinquent tenants and coordinated collection procedures.
- Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues efficiently.
- Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
- Processed applications efficiently by conducting thorough background checks and verifying references to select qualified tenants.
- Trained new hires on company policies, procedures, software applications and industry best practices-leading them towards successful job performance.
- Conducted regular property inspections to identify potential issues and ensure compliance with safety regulations.
- Processed security deposit refunds.
- Served as point-of-contact between residents and building personnel thereby effectively managing daily concerns or inquiries.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
- Enhanced property value by overseeing regular upkeep, repairs, and capital improvement projects.
- Assisted in the preparation of annual budgets, monitoring expenses to ensure financial goals were met.
- Ensured compliance with all local, state, and federal housing laws and regulations, mitigating legal risks.
- Oversaw emergency response procedures, ensuring tenant safety and minimizing property damage during incidents.
- Responded to Common Area Maintenance (CAM) inquiries.
Front Desk Supervisor
Marquis HOA Management
01.2015 - 01.2019
- Log and maintenance and inventory of packages and Dry clean of residents; notify residents following the receipt of deliveries.
- Quickly respond to emergencies applying building protocols.
- Deals with the general public, owner / residents, & employees with tact and courtesy.
- Adhere to safety procedures and policies, ensuring the safety of co-workers and residents.
- Help setup storm planning during hurricane season for emergencies.
- Update residents on new policies and upcoming meeting.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Respond to special requests from Residence owners and their guests with unique needs and follow up to promote satisfaction.
- Announce all visitors, contractors, etc. to Residence owners before allowing them to go up and permit access to only authorize visitors.
Security Officer Supervisor
US Security
01.2013 - 01.2014
- Monitoring and maintaining the safety and security of all personal
- Collect timesheets and schedules
- Control of all post offices in the assigned area
- Enforce company policies and guidelines
- Following incident reports and communicating with clients
- Supervised a team of security officers, ensuring adherence to company policies and maintaining high morale among staff members.
- Developed detailed incident reports, providing comprehensive information for management review and decision-making.
- Reduced incidents of theft and vandalism by closely monitoring surveillance cameras and diligently patrolling the premises.
- Evaluated the performance of security personnel, offering constructive feedback and guidance for improvement when necessary.
Field Customer Support Tech
Multiband USA
01.2011 - 01.2013
- Troubleshooting technical problems that involved equipment or installation
- Responsible for diagnosing, testing, and repairing devices, by following electrical repair procedures
- Meet with customers to determine their needs and requirements to be performed
- Managed high-volume inbound calls, providing exceptional service to customers needing assistance.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Resolved discrepancies found on customer orders and facilitated communication between departments for resolution.
Customer Support Technician
Saxon Business System
01.2008 - 01.2011
- Resolve customer complaints and concerns with strong understanding of the issues occurring, handling effectively and in a timely manner
- Diagnose equipment issues and test to maintain a running effective system
- Setup and configure new equipment to customer systems
- Maintaining certifications of new equipment’s
- Maintain a detail history of customer issues with equipment’s of systems
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Contributed to the creation of a comprehensive knowledge base for common technical issues, streamlining support processes.
- Managed high-pressure situations calmly when assisting frustrated customers, defusing tensions while providing efficient resolutions.
- Streamlined troubleshooting processes for quicker resolution times and increased customer satisfaction.
- Identified trends in recurring technical issues by analyzing data from resolved cases, resulting in proactive measures taken towards long-term improvements.
- Enhanced communication between departments by acting as a liaison in cross-functional projects, ultimately improving efficiency and collaboration within the company.
- Reduced call wait times by efficiently prioritizing support tickets and utilizing time management skills.
Education
HVAC Technician - HVAC & Refrigeration License Tech
Polytechnic of Miami
Miami, FL05-2025
Associate of Science - Nuclear Medicine Tech.
Miami Dade College
Miami, FL01-2022
Associate of Science - Business Administration
Miami Dade College
Miami, FL05-2019
Security Officer License -
International Security Training Academy
01.2013
High School Graduated -
Christian Biblical School
La Romana, DR01.2005
Skills
- Strong customer service
- Communication
- Interpersonal skills
- Well-Organized
- Quick Learner
- Skilled Trainer
- Motivator
- Troubleshooting proficiency
- Excellent time management skills
- Building Link Software
- Time management
- Administrative support
- Database entry
- Office management
- Verbal communication
- Leadership and supervision
- Customer relationship management (CRM)
- Ethics-focused
- MS Office Suite, Strongroom, Jenark, C3S expertise, ADP Timeserver
- Scanning and copying
- Professional and courteous
- Customer relationship management
- Negotiation and conflict resolution
Accomplishments
- Successfully led a team goals while
maintaining excellent customer satisfaction scores.
Highlight Skills
- Strong customer service, communication and interpersonal skills
- Well-Organized and Quick Learner
- Skilled Trainer and Motivator
- Troubleshooting proficiency
- MS Office proficiency
- Advance Computer literacy
- Excellent time management skills
- MS Office, ADP Timesaver, Building Link
Certification
- Basic Life Support Certification (BLS)
- First Aid Certification
Languages
English
Spanish
Timeline
Office Administrator
Marquis HOA Management
06.2022 - Current
Assistant Property Manager
Marquis HOA Management
11.2020 - 05.2022
Front Desk Supervisor
Marquis HOA Management
01.2015 - 01.2019
Security Officer Supervisor
US Security
01.2013 - 01.2014
Field Customer Support Tech
Multiband USA
01.2011 - 01.2013
Customer Support Technician
Saxon Business System
01.2008 - 01.2011
Security Officer License -
International Security Training Academy
HVAC Technician - HVAC & Refrigeration License Tech
Polytechnic of Miami
Associate of Science - Nuclear Medicine Tech.
Miami Dade College
Associate of Science - Business Administration
Miami Dade College
High School Graduated -
Christian Biblical School
Similar Profiles
Jolene JundtJolene Jundt
Lead Support Specialist at Self-employed - AllState HOA ManagementLead Support Specialist at Self-employed - AllState HOA Management
Veronica GoldenVeronica Golden
Bookkeeper at HOA Management SolutionsBookkeeper at HOA Management Solutions
Michele HamblinMichele Hamblin
Senior Community Manager at Citrus HOA ManagementSenior Community Manager at Citrus HOA Management