MICHALE SANDERS

• Lead a team of 22 professionals, providing guidance and support to achieve company objectives.
• Developed and implemented an onboarding program that increased new hire retention by during the shift to remote work.
• Collaborated with cross-functional teams to identify and resolve complex issues, resulting in improved efficiency and customer satisfaction.
• Conduct regular team meetings and one-on-one coaching sessions to foster professional growth and development.

• Primarily supports multi-account customers such as landlords and property managers, along with any unassigned customer (customers with unassigned account executives) with 8+ accounts.
• Write and distribute email, correspondence memos, letters, faxes and forms.
• Handles inbound calls for the specified subset of customers.
• Handles inbound and scheduled calls to answer complex questions around conversion, conduct portal walk-throughs, and set up accounts in the portals, which may include establishing portfolio preferences.

• Write and distribute email, correspondence memos, letters, faxes and forms.
• Assist in the preparation of regularly scheduled reports.
• Answers incoming emails,faxes,letters and web related calls from customers.
• Providing excellent written and verbal communication. Act as the point of contact for internal and external client. Develop and maintain a filing system.

• Create training materials.
  
• Ensure others have access to the tools, equipment, information and supplies needed to successfully execute their work.
  
• Scheduled virtual training conferences via Zoom and Microsoft Teams.
• Design training and course schedules.
  
• Monitoring and evaluating team performance.
  
• Maintaining records of students, training sessions, games, performance statistics, and equipment.
  
• Serve as a point of escalation for new hire questions or concerns.
• Fulfilling other duties as assigned by the head trainer.
  
• Building a positive team environment.
  
• Coach new hires on job responsibilities and role in order to deliver exceptional customer service to our customers.
  
• Synthesize customer feedback and share with new hires.

• Prepares for customer inquiries by studying products, services, and customer service processes.
• Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
• Records customer inquiries by documenting inquiry and response in customers' accounts.
• Improves quality service by recommending improved processes; identifying new product and service applications.

• Develop relationships with key business leaders to ensure they understand the importance of participating in survey research and why the data requested is valuable.
• Utilize a proactive and creative approach to avert gatekeepers to successfully collect survey data.
• Report and document problems/challenges that occur during and following telephone interaction.
• Conduct research and ask probing questions to reach solutions.
• Accurately key information into a computer system and review data for accuracy and consistency.

Independently manage daily workload and appointment activity.

• Follow up on business-based requests to ensure continued participation. Maintain timely responses to verbal or written requests from business

• Greet clients and visitors with a positive, helpful attitude.
  Assisting clients in finding their way around the office.
• Announcing clients as necessary.
  Helping maintain workplace security by issuing, checking, and collecting badges as necessary and maintaining visitor logs.
• Assisting with a variety of administrative tasks including copying, faxing, taking notes, and making travel plans.
• Preparing meeting and training rooms.
• Answering phones in a professional manner, and routing calls as necessary.
• Answered and directed incoming calls using multi-line telephone system.
• Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
• Maintained daily calendars, set appointments with clients and planned daily office events.
• Oversaw office inventory by restocking supplies and submitting purchase orders.