Millicent Kassama
Catonsville,MD
Summary
Real estate professional with comprehensive understanding of property markets and client needs. Known for effectively navigating complex transactions and fostering strong client relationships. Committed to team collaboration and delivering results, adapting swiftly to evolving market conditions. Proficient in market analysis, property valuation, and negotiation.
Overview
36
36
years of professional experience
Work History
Real Estate Agent
EXIT Results Realty
10.2022 - Current
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Negotiated, facilitated, and managed real estate transactions.
- Advertised client properties through websites, social media, and real estate guides.
- Maintained connections with clients to encourage repeat business and referrals.
Customer Service Supervisor
American Airlines
08.1988 - 04.2020
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Researched and corrected customer concerns to promote company loyalty, strategies and added value which increased returned customers.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
- Monitored front areas so that questions could be promptly addressed.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Interceded between employees during arguments and diffused tense situations.
- Inventory and auditing of company supplies,
- Daily opening or closing of station involving mandatory deposits and record keeping.
Education
No Degree - Business Administration
Coppin State University
Baltimore, MDSkills
- Strong organizational skills
- Buyers/Sellers Agent
- Works well independently
- Comparative market analysis
- Proficient in Microsoft office
- Property tours and inspections
- Honest and ethical
Affiliations
- Grace Presbyterian Church
Timeline
Real Estate Agent
EXIT Results Realty
10.2022 - Current
Customer Service Supervisor
American Airlines
08.1988 - 04.2020
No Degree - Business Administration
Coppin State University
Similar Profiles
James BulinJames Bulin
Licensed Realtor at EXIT Realty RefinedLicensed Realtor at EXIT Realty Refined
Susan MorrisonSusan Morrison
Realtor at Exit Mid-Rivers RealtyRealtor at Exit Mid-Rivers Realty
Schana McNabbSchana McNabb
Realtor at Exit Realty LyonRealtor at Exit Realty Lyon