Maria Jimenez
Forney
Summary
Dynamic leader and organizational problem-solver with a proven track record in supervisory and team-building roles. Skilled in enhancing customer service through effective training and morale-building techniques, resulting in improved employee engagement and performance. Recognized for quickly implementing positive changes that drive company success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Pre-Move-In Manager
Pathlight Property Management
Plano
11.2022 - Current
- Managed a team of 15 agents, improving CSAT scores to over 85% and SLA adherence to over 90%, while reducing escalations by 30% through workflow enhancements.
- Increased answer rates from 62% to over 90% month over month, ensuring faster and more efficient resident support.
- Created macros and SOPs in Zendesk, maximizing efficiency in handling resident inquiries, and reducing resolution times.
- Built a team resource center in Confluence, a performance index in Maestro Q&A, and call scorecards for team leads to enhance coaching and quality assurance.
- Spearheaded multiple task forces that enhanced department compliance with state-specific requirements, company goals, and cross-department collaboration, including an Earlier Move-In Task Force, MN Compliance Task Force, and Section 8 Task Force.
- Utilized TalkDesk, Asana, Propertyware, Zendesk, Confluence, Observe AI, and other platforms to streamline operations and drive performance improvements.
- Provided weekly coaching and training, leading to five agent promotions and a 45% increase in first-contact resolution rates.
- Optimized pre-move-in processes, driving earlier move-ins by 150%, improving both resident experience, and operational efficiency.
Resident Care Team Lead
Pathlight Property Management
Plano
04.2022 - 11.2022
- Assisted with the management of eight onshore agents and six virtual assistants.
- Provided coaching and evaluations for six agents at a time.
- Improved standard operating procedures and escalation workflows by creating Guru cards for common questions and policy updates for each department, and providing training to the team.
- Demonstrated leadership by creating anonymous feedback forms for agents to express their concerns.
- The form was successful in improving workflows and providing coaching for other agents and departments.
- Reduced miscommunication with other teams by ensuring that all departments were on the same page, inviting leadership to our weekly team huddles, and creating presentations for the team to look back on.
- Empowered the team to be self-sufficient and advocate for the residents by being available when needed, and following their escalations to ensure their credibility with our residents is not harmed.
- Created a healthy and engaging team by enforcing mental health breaks, celebrating achievements, creating healthy competition between agents, and providing fun activities on occasions in our Team Huddles.
Lease Administration Specialist
Pathlight Property Management
Plano
11.2020 - 04.2022
- Communicated move-in requirements and lease breakdowns to incoming residents using the G.R.E.E.T. method.
- Collaborated with various departments to update Right to Purchase and NRTP leases promptly, aligning with residents' expectations.
- Achieved resolution of over 4500 tickets, receiving recognition from both customers and peers.
- Handled highest volume of lease admin queue calls daily, averaging over 20 calls per day.
- Created an SLA breach view to monitor our outstanding tickets, assisted other team members in closing out tickets, and took ownership of the tickets that were reviewed negatively.
- Conducted weekly training sessions, becoming a subject matter expert in lease administration tasks.
- Conducted shadowing sessions for training new teammates.
Resident Care Specialist
Pathlight Property Management
Plano
12.2019 - 11.2020
- Collaborated with residents to identify needs and implement timely solutions.
- Conducted swift research and communication with residents, maintaining efficient call durations.
- Continuously worked to enhance the call center's reputation by providing quality and timely service, received raving resident reviews, and answered 101 calls in one day.
- Participated in weekly training sessions to improve customer service and de-escalation skills to help improve the company's NPR score, as well as led several breakout sessions with the team to go over new policies and gather feedback from the team.
- Conducted meetings and supported team oversight in supervisor's absence.
Education
Bachelor of Science - Communications
The University of Texas
Austin, TX05.2018
Skills
- MS Word
- Excel
- PowerPoint
- Outlook
- QuickBooks
- Adobe Creative Cloud
- ZoHo
- Asana
- Observe AI
- Talkdesk
- Propertyware
- AI software
- Photoshop
- Team management
- Customer service
- SOP development
- Workflow optimization
- Data analysis
- Performance metrics
- Project management
- Coaching and training
- Conflict resolution
- Key performance indicators
- Competitor research
Certification
- Microsoft Office Specialist Certification (2014)
- Harvard Business Series 2024
Languages
Spanish
Professional
Timeline
Pre-Move-In Manager
Pathlight Property Management
11.2022 - Current
Resident Care Team Lead
Pathlight Property Management
04.2022 - 11.2022
Lease Administration Specialist
Pathlight Property Management
11.2020 - 04.2022
Resident Care Specialist
Pathlight Property Management
12.2019 - 11.2020
Bachelor of Science - Communications
The University of Texas
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