Tania Phillips
Brockton,MA
Summary
Achieved significant improvements in operational efficiency through effective team leadership. Enhanced customer service skills by implementing targeted product knowledge training. Fostered a culture of excellence in service delivery across teams.
Overview
23
23
years of professional experience
Work History
Senior Leasing Consultant
Parktowntown Living
Charlotte, North Carolina
08.2025 - Current
- Streamlined leasing processes for residential units at Parktowntown Living, achieving timely occupancy.
- Conducted property tours, highlighting key features and amenities to attract prospective residents.
- Assisted prospective tenants with application submissions and lease signing procedures.
- Collaborated with maintenance team to resolve tenant concerns efficiently.
- Led community outreach efforts to increase brand visibility and strengthen reputation.
- Schedule maintainence work orders and help maintenence techs with any administrative duties
Business Sales Manager
Dillard’s
01.2025 - 08.2025
- Developed strategic sales plans that increased store performance and improved customer engagement.
- Analyzed market trends to identify new business opportunities and meet customer needs.
Front Desk Manager/Night Auditor
Choice Hotels Chain
05.2021 - 12.2024
- Oversaw front desk operations, improving guest satisfaction and reducing check-in time by 40%.
- Conducted night audits, ensuring accurate financial reporting and compliance with industry standards.
- Resolved guest inquiries promptly, improving customer feedback scores and encouraging repeat bookings.
- Led sales team to exceed targets, increasing revenue by 12% through strategic client engagement.
- Implemented targeted sales initiatives to boost client engagement and satisfaction levels.
- Facilitated training for new sales associates to improve onboarding experience and foster team collaboration.
- Analyzed sales data trends to drive informed decision-making and enhance market responsiveness.
- Maintained accurate inventory records and conducted audits to minimize discrepancies and ensure availability.
Call Center Manager
MarketOne International
04.2009 - 02.2014
- Led team to reduce call wait times by 40%, enhancing customer satisfaction and retention.
- Implemented training programs to boost agent performance and foster supportive environment.
- Supervised daily operations of call center team, achieving top metrics and promoting collaboration.
- Streamlined processes with cross-functional teams, significantly reducing call resolution times.
- Analyzed data trends to identify training needs, improving agent performance and service delivery.
- Orchestrated cross-departmental meetings to enhance process efficiency, resulting in streamlined workflows.
- Conducted in-depth analysis of call trends to inform targeted training sessions, boosting productivity.
- Facilitated regular feedback sessions with agents to identify challenges, fostering team-oriented environment.
Service Coordinator
TMR Sales and Services
10.2003 - 11.2008
- Achieved improved response times and client satisfaction by coordinating service schedules efficiently.
- Conducted analysis of feedback data to implement quality enhancements in services offered.
- Oversaw task assignments via dispatch board to maintain effective workflow tracking.
- Facilitated customer interactions by scheduling appointments and resolving inquiries promptly.
- Managed parts procurement processes to support timely repairs and emergency responses.
- Optimized scheduling methods, which significantly boosted client retention rates and satisfaction.
- Monitored parts inventory to ensure timely repairs and reduce downtime for clients.
- Refined service scheduling processes, leading to faster response times across operations.
- Coordinated service schedules for technicians and customer appointments.
- Managed customer inquiries and provided timely responses to requests.
- Collaborated with sales team to streamline service operations and communication.
Education
Diploma - Office Administration
Thinking Academy
Barbados05-2005
Diploma - Customer Service
Barbados Community College
Barbados04-2000
High School Diploma - undefined
Coleridge and Parry
Barbados07-1996
Skills
- Customer engagement
- Guest experience
- Sales performance tracking
- Operational efficiency
- Process improvement
- Quality assurance
- Analytical decision-making
- Time management
- Multitasking
- Team leadership skills
- Team mentorship
- Conflict resolution
Timeline
Senior Leasing Consultant
Parktowntown Living
08.2025 - Current
Business Sales Manager
Dillard’s
01.2025 - 08.2025
Front Desk Manager/Night Auditor
Choice Hotels Chain
05.2021 - 12.2024
Call Center Manager
MarketOne International
04.2009 - 02.2014
Service Coordinator
TMR Sales and Services
10.2003 - 11.2008
Diploma - Office Administration
Thinking Academy
Diploma - Customer Service
Barbados Community College
High School Diploma - undefined
Coleridge and Parry