Mariya Rau
Port St. Lucie,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
22
22
years of professional experience
Work History
Director Client Services
Firstservice Residential
Hollywood, FL
08.2019 - Current
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow associates to boost company morale and promote associate retention.
- Launched quality assurance practices for each phase of development.
- Used Power BI to prepare and submit database statistics, graphs, and charts to accurately track Client Services functions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Supported Zen Desk projects with advanced skills in document management, customer relations and reporting.
- Supported Operations projects with advanced skills in document management, customer relations and reporting.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Coached and Mentored a team of 17 associates located throughout a tri county area.
- Promoted 3 associates to manger level.
- Recruited, interviewed, hired associates and implemented mentoring program to promote positive feedback and engagement.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Organized and oversaw assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed receptionists for 6 separate office locations
- Established team priorities, maintained schedules, and monitored performance.
- Created revenue stream for a direct expense team.
- 2022 $174,777.25
- 2021 $105,540.00
- 2020 $97,818.00
Operations Manager
Firstservice Residential
Hollywood Fl
08.2014 - 08.2019
- Interacted well with customers to build connections and nurture relationships.
- Established positive and effective communication among associates and organization leadership, reducing miscommunications, and missed deadlines.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained new employees on proper protocols and customer service standards.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Developed systems and procedures to improve operational quality and team efficiency. (Shared Services Admin model)
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow. Utilizing 3rd party platforms integrated with FirstService Residential operating system SmartWebs to optimize architectural application processes and Tenant Evaluation to securely process Sales and Lease applications online.
- Developed and maintained relationships with external vendors and suppliers.
- Reduced budgetary expenditure by effectively negotiating contracts for more advantageous terms. Audited offsite storage costs and was able to save Market costs by 17K yearly.
Community Association Manager
FirstService Residential
01.2012 - 08.2014
- Responded to Common Area Maintenance (CAM) inquiries.
- Developed annual operating budgets and forecasts, as well as sales and marketing plans.
- Secured pool and fitness facility maintenance, landscaping and waste removal.
- Enforced compliance with community regulations and guidelines.
- Generated professional networks by engaging in professional, industry and government organizations.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Monitored and tracked payments and expenses, providing timely and accurate financial reports.
- Developed and adhered to community budgetary restrictions in collaboration with board of directors.
Administrative Assistant to the Vice President
Firstservice Residential
11.2001 - 08.2012
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Liaised between clients and vendors and maintained effective lines of communication.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Organized and coordinated conferences and monthly meetings.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Handled confidential and sensitive information with discretion and tact.
- Assisted coworkers and staff members with special tasks on daily basis.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Answered high volume of phone calls and email inquiries.
- Volunteered to help with special projects of varying degrees of complexity.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
Skills
Client Inquiries
Time Management
EQ - Social Perceptiveness, Active Listening
Vendor Relationship Management
Microsoft Projects - Intake Forms
Critical Thinking and Complex Problem-Solving
Systems Analysis
Google Drive
Improvement Plans
Third-Party Logistics
Operation Monitoring
Business Development
Accomplishments
· President's Award Winner years 2018 and 2021
· Do What's Right Award winner 2022
· Being Genuinely Helpful 2020
· Making a Difference 2015
· Spotlight Award 2022
· Mentor/Coach for Emerging Leaders Group
· Brand Ambassador
· Culture Champion
Additional Information
I took a break from my nursing career in 1994 for my children and reentered the work force as a temp to stay busy as they started school.
I started my career at The Continental Group in 2001. They rebranded and became FirstService Residential. I was hired there to be a temp for a two week period and 21yrs later I am still with this amazing company.
Languages
French
Native or Bilingual
Timeline
Director Client Services - Firstservice Residential
08.2019 - Current
Operations Manager - Firstservice Residential
08.2014 - 08.2019
Community Association Manager - FirstService Residential
01.2012 - 08.2014
Administrative Assistant to the Vice President - Firstservice Residential
11.2001 - 08.2012