Rosa Flores

• Manage high-volume leasing inquiries, providing quotes, processing payments, and guiding customers through the move-in process.
• Consistently meet or exceed individual and team performance metrics, contributing to bonus eligibility and client satisfaction goals.
• Conduct strategic follow-up calls to reengage leads and convert missed opportunities into executed leases.
• Assist in shadowing new agents, supporting their onboarding and development.

Customer Service Representative

6/2016 - 12/2023

• Resolved tenant inquiries, processed monthly payments, and handled complaints through effective communication and problem-solving techniques.
• Served as a mentor to new and underperforming agents, engaged in monthly meetings and reviewed calls to improve performance and ensure quality standards.
• Assisted floor supervisors with agent inquiries and conducted outbound escalation calls to resolve customer issues efficiently.

• Managed daily operations for a customer-facing attraction, overseeing staffing, scheduling and guest experience.
• Recruited, hired, and processed payroll to ensure accurate and timely compensation.
• Maintained inventory levels, handled cash controls, and prepared bank deposits with attention to accuracy and accountability.

• Greeted guest and managed check-in and check-out processes, ensuring a welcoming and efficient arrival and departure experience.
• Processed payments at arrival, handled reservations, and resolved billing questions accurately.
• Assigned rooms based on availability and guest needs, coordinating closely with housekeeping to ensure room readiness.
• Communicated service requests and issues promptly to maintain guest satisfaction and smooth daily operations.

• Independently managed daily opening and closing procedures while operating the center as the sole on-site employee.
• Cashed checks, processed payments, and issued loans, ensuring accuracy, compliance and secure handling of funds.
• Prepared batch reports and bank deposits for armored transport pickups.
• Built and maintained strong relationships with regular customers through consistent, trustworthy, and personalized service.