Rafael Duarte
Bloomfield,NJ
Summary
Dynamic Multi-site Service Director at AION Management with a proven track record in operations management and team leadership. Enhanced customer satisfaction through strategic training initiatives and efficient service protocols. Proficient in CPR/AED and fluent in Portuguese and Spanish, driving team performance and compliance across over 350,000 sqft of real estate.
Overview
2
2
years of professional experience
Work History
Multi-site Service Director
AION Management
01.2024 - Current
- Developed and implemented service protocols to enhance customer satisfaction.
- Managed daily operations, ensuring compliance with company standards and regulations.
- Trained staff on best practices for service delivery and customer engagement.
- Analyzed customer feedback to identify areas for improvement in service offerings.
- Delegated, and assisted in day to day operations ensuring that emergencies and service requests were fulfilled within company standards utilizing computerized maintenance management software (CMMS)
- Oversaw prompt and accurate completion of outsourced projects including renovations and capital projects totaling nearly $1 million.
- Ensured over 350,000 sqft of real estate remained compliant with safety ordinances set by state and local law as well as company standard operating procedures.
- Conducted and facilitated preventative maintenance schedules for all properties to ensure tenant safety and life span of physical plant.
- Identified areas which team could benefit from ongoing training and implemented/coordinated training programs for staff.
Service Director
AION Management
01.2024 - 07.2024
- Developed and implemented operational procedures to enhance service delivery efficiency.
- Coordinated staff training sessions to improve customer service skills and product knowledge.
- Monitored service performance metrics, ensuring adherence to quality standards.
- Collaborated with cross-functional teams to streamline communication and resolve client issues promptly.
- Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
- Manage inventory and storage area, purchasing adequate maintenance materials for service requests and apartment turns, keeping an accurate log of supplies
- Complete service requests from residents and team members in a timely fashion, in accordance with company policy
- Ensure excellent customer service with courteous and professional attitude toward all customers and team members
- Support and assist Regional Service Director and Real Estate Manager with new hire selection
Education
No Degree - Criminal Justice
Southern New Hampshire University
Hooksett, NHSkills
- Team leadership
- Training and mentoring
- Operations management
- Strategic planning
- Excellent communication
- CPR/AED
- Portuguese and Spanish proficiency
Timeline
Multi-site Service Director
AION Management
01.2024 - Current
Service Director
AION Management
01.2024 - 07.2024
No Degree - Criminal Justice
Southern New Hampshire University
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