Mark Frisch

Client Services, Account Management; Relationship Development:

• Managed territory of high-end estates and homes, providing ultimate customer service for both owners and renters.
• Bonded rapidly with guests and owners building rapport through congenial nature and expertise.
• Delivered consistent high guest satisfaction scores through personal, high-touch customer service skills and responsiveness.
• Excelled in high pace environment, communicating regularly with advanced verbal, and writing skills.
• Demonstrated strong professional phone presence. Resolved guest/owner complaints and worked with urgency with practiced ease and professionalism.
• Deepened customer relationships by exceeding expectations when solving problems, delivering high customer satisfaction.
• Collaborated with Local Operations Managers for seamless customer service experience.

Site Management:

• Coordinated with Housekeeping Manager and housekeeping contractors for inspection quality control and provided feedback, ensuring Vacasa’s high cleaning standards were routinely met.
• Inspected sites daily, utilizing dynamic CRM to track usage and issues requiring intervention.
• Prioritized tickets, through the CRM, integrating requests from central office, organizing runners and housekeeping crews for perfection.
• Provided feedback to homeowners on opportunities for property improvement, overall function, appearance and potential repairs.
• Communicated with homeowners to negotiate and select best resolution options.
• Scheduled repairs within tight timeframes, coordinating plans with vendors and in-house re pair technicians.

Operational Development:

• Communicated with staff via CRM, sharing critical information to improve methods and forward company.
• Sought options for greater efficiency working as team with other Local Operation Managers for great customer/guest experience.
• Ensured collaborative, supportive culture in fast-paced environment.
• Continual communication with owners, updating status of rentals, repairs, answering questions about critical issues.
• Responded to guest/owner satisfaction ratings in CRM.
• Followed up promptly with appropriate resolution to complaints, shared input with owners and accurately notated reports for continual improvement of customer satisfaction.

Sales, Client Services & Community Presence:

• Expanded customer base, followed up and communicated with new leads, rapidly developing strong relationships with diverse population.
• Set and targeted specific market, defining goals for growth.
• Maintained personable referrals and converted customers from sales cycle.
• Anticipated and met customer expectations and need through connections with customers, securing long-term business relationships and minimal contract losses.
• Communicated regularly, establishing weekly update methodology that grew customer satisfaction levels.
• Continually sought to improve professional skills, obtaining improved sales strategies.
• Established philanthropic community outreach, partnering with Cleaning for a Reason and local nonprofits, fostering a culture of good-will within the community.

Management, Growth & Operations:

• Bolstered growth and customer satisfaction by leading collaborative team effort across all areas of customer interactions.
• Automated property inspection reporting and communication with 180 absentee homeowners, establishing precise short- and long-term maintenance plans for repairs and property improvements.
• Recruited and built long term relationships with maintenance vendors for mutual success.
• Pioneered operational improvements and systems automation that constantly increased revenue for $4.5M business. Implemented CRM system, boosting work efficiency and accuracy.
• Developed and analyzed feedback, innovating communication ability with advanced reporting system.
• Engaged marketing team for online presence, social media promotion and email marketing.

Staff Oversight & HR:

• Hired, trained, and mentored staff.
• Provided expert training to staff of Home Service Managers on effective methods of inspecting and identifying potential maintenance problems within their customer portfolio of high-end properties.
• Wrote employee training manual defining organizational best practices—employee input with company expectations—establishing operational efficiency and consistency in customer interactions and ¬¬service levels.

• Supported retail sales operation.
• Worked across departments to maximize efficiency.
• Strategized and executed highly productive operations.
• Organized and received merchandise. Provided highest quality customer service, strengthening existing client relationships and ensuring repeat business.
• Resolved customer concerns rapidly.
• Trained and mentored new staff members, encouraging and exhibiting customer-centric culture.

• Led retail sales operations, fostering seamless collaboration across departments to optimize efficiency and productivity.
• Developed and executed strategic initiatives to consistently exceed operational goals and drive exceptional performance.
• Orchestrated the meticulous organization and reception of merchandise, ensuring timely availability and pristine presentation
• Elevated customer service standards to unprecedented levels, strengthening enduring client relationships and cultivating a culture of loyalty and repeat business.
• Addressed and resolved customer inquiries and concerns promptly, maintaining a reputation for responsive and effective service.
• Facilitated the growth and development of team members through comprehensive training and mentorship, instilling a customer-centric ethos and empowering staff to deliver unparalleled experiences.

• Delivered superior customer service at high-end resort by applying expertise in customer needs, upselling and service tenique
• Trained in Forbes five star steps of service
• Demonstrated skill for rapidly establishing rapport with customers by attentively engaging with a personable demeanor.
• Met or exceeded all expectations at variety of fine dining and casual dining locations
• . Collaborated with team to ensure smooth operations.

• Taught English as a second language to students at private schools in surrounding metro area, improving fluency and educating on native culture.
• Taught English language courses to business professionals of national and international companies located in downtown Rio de Janeiro, including Petrobras, Brazilian international oil company and O’Global national news outlet agency
• Provided private English tutoring lessons. Personal education of Brazilian culture and Portuguese language.