Maria Ramirez-Hernandez

• Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Supervise staff of 5 personnel by implementing company policies, protocols, work rules and disciplinary action.
• Prepare and review KPI and Metric numbers with team.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
• Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
• Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Established team priorities, maintained schedules and monitored performance.
• Collaborated with HR during the interview and hiring process for the Customer Service Representative department, ensuring alignment on candidate qualifications and enhancing the overall recruitment strategy.
• Conduct thorough audits of commission payments to ensure compliance with company policies and guidelines for the Customer Service, Dispatch, and Project Coordination department.

• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Delivered excellent customer service, resulting in 90% booking ratio.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Investigated and resolved customer inquiries and complaints quickly.
• Trained new CSR's regarding company operations, policies and services.
• Supported the customer service manager in addressing employee relations issues, providing guidance on conflict resolution techniques.
• Supported the customer service manager throughout the interview, hiring, and termination processes to ensure effective staffing and compliance with company policies.

• Evaluated and recommended changes in rental pricing strategies as well as incentives to remain competitive in market.
• Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs.
• Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
• Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
• Handled disciplinary actions, performance appraisals and terminations of company staff.
• Administered operations to handle needs of 536 tenants across 340 property units.
• Developed, reviewed and submitted property operating and capital budgets.
• Coordinate with maintenance team and cleaning vendors to assure apartments are made ready in a timely manner.
• Conducted weekly property inspections to maintain exceptional property appearance.
• Served as a knowledgeable resource for all staff members regarding company policies, procedures, benefits, and other HR-related matters.
• Prepared new hire letters, employee contracts, and corporate policies.
• Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
• Monitored payroll, PTO requests, and audited all bonus submissions for inaccuracies.
• Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
• Implemented performance management systems, providing constructive feedback and coaching opportunities for employees.

• Conducted property inspections daily to maintain exceptional property appearance.
• Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
• Followed up on delinquent tenants and coordinated collection procedures.
• Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
• Supported managers in operations, ensuring smooth workflow and optimal efficiency to achieve and maintain 90% or higher rate of occupancy.
• Supported managers in addressing employee relations issues, providing guidance on conflict resolution techniques.
• Collaborated with the property manager throughout the interview, hiring, and termination processes to ensure effective staffing and compliance with company policies.
• Each year we managed to reach 50% renewal rate or higher.
• Conducted tours as necessary to help team keep up with leasing goals.
• Worked with international locator services to help lease spaces in larger quantities.
• Coordinate and be part of marketing on campus, on social media, and at events to attract prospective residents.
• Managed move-in/move-out processes efficiently by conducting inspections, coordinating cleaning services, and completing necessary paperwork in a timely manner.
• Collaborated with cross-functional teams to coordinate resident events that promoted community engagement and strengthened relationships among neighbors.

Greeted clients, conducted property showing to highlight features, and answered questions.

• Responded to requests and scheduled appointments for property showings.
• Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
• Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners and other services.
• Distributed and followed up on tenant renewal notices.
• Helped coordinate marketing on campus, on social media, and at events to attract prospective residents.
• Verified tenant incomes and other information before accepting lease applications.
• Contracted maintenance workers based on tenant needs and acted quickly to maintain tenant satisfaction during emergency situations.

• Greeted clients, conducted property showings to highlight features and answer questions.
• Verified tenant incomes and other information before accepting lease applications.
• Contracted maintenance workers based on tenant needs and acted quickly to maintain tenant satisfaction during emergency situations.
• Responded to requests and scheduled appointments for property showings.
• Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
• Escalated major issues to property manager for immediate remediation.
• Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners and other services.
• Distributed and followed up on tenant renewal notices.
• Assist sister property 2 days during week with similar tasks plus additional responsibilities. (Wood Trail Apartments/ Bryan TX)