Tanya Michele Goffe

• Handled resident complaints and expedited maintenance requests.
• Collected monthly assessments, rental fees, deposits and payments.
• Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties.
• Inspected properties regularly to identify deficiencies and schedule repairs.
• Responded to tenant maintenance requests according to agreed conditions for building functionality.
• Built relationships with service vendors and submitted associated billing statements.
• Solicited and analyzed bids for repairs, renovation and general maintenance.
• Implemented rental payment policies and pursued delinquent accounts via phone calls and personal visits.
• Exercised direct supervision over property staff.
• Drafted and monitored budgets for overall maintenance and operations.
• Collected rent from tenants to pay maintenance and repair costs and other expenses.
• Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.
• Engaged Realtors for the sale of properties.

H.E.A.R.T. LEVEL 3 CUSTOMER ENGAGEMENT TRAINER

• Designed comfortable tutoring environment conducive to learning.
• Helped students review and understand previous lessons to make connection with new lesson.
• Conducted study exercises to help student pass class exam or improve scores on standardized tests.
• Assisted students in finding useful study methods to enhance academic performance.
• Assessed student progress at each session, making recommendations that increased effectiveness of tutoring and lessons.
• Utilized listening and questioning strategies to diagnose student needs and monitor progress.
• Collaborated with teachers to determine student needs, develop tutoring plans and assess student progress.
• Maintained records of students assessment results, progress, feedback and school performance.

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• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Mentored new employees on procedures and policies to maximize team performance.

• Maintained quality assurance procedure documentation.
• Monitored completed work and provided feedback to improve team member performance.
• Contributed to business growth by confirming customer satisfaction with service and quality.
• Identified training opportunities to drive increased levels of quality through various projects.
• Recommended improvements to systems and procedures for increased productivity.
• Participated in calibration sessions with stakeholders to promote consistent alignment on policies and processes.
• Monitored employee productivity to provide constructive feedback and coaching.
• Responded to customer questions regarding products, prices and availability.
• Reviewed completed work to verify consistency, quality and conformance.
• Coached staff members to develop long-term career goals.
• Complied with company policies, objectives and communication goals.
• Identified quality trends to investigate system flaws, process inefficiencies and training needs.
• Participated in training and development sessions to improve coaching practices or learn new coaching techniques.

• Direct oversight of the Sign language programme
• Answered phone calls and emails to provide information, resulting in effective business correspondence.
• Provided secretarial and office management support while building cooperative working relationships.
• Inventoried and ordered supplies for office.
• Scheduled appointments, meetings and events for management staff.
• Responded effectively to sensitive inquiries or complaints.
• Coordinated appointments, meetings and conferences.
• Maintained accurate department and customer records.
• Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
• Developed administrative processes to achieve organizational objectives and improve office efficiency.
• Organized both physical and digital files and updated reports to coordinate project materials.
• Prepared and prioritized calendars and correspondence.
• Directed customer communication to appropriate department personnel.
• Composed correspondence, reports and meeting notes.
• Utilized editing programs to proofread content for typo-free emails, memos and documentation.
• Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
• Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
• Drove customer feedback to deliver information to management for corrective action.
• Responded to customer issues to provide immediate resolution and improve retention.
• Updated system to organize office documentation, maximizing efficiency and increasing productivity.
• Kept office equipment functional and supplies well-stocked to promote efficient operations.
• Scheduled staff and monitored resource allocation to provide optimal coverage and service.
• Tracked and submitted employee timesheets to prepare for payroll processing.

• Collected and coded various documents to prepare for filing, storage and processing.
• Monitored office inventory to maintain supply levels.
• Enforced company policies and procedures to strengthen operational standards across departments.
• Coordinated office activities and operations to secure efficiency and compliance with company policies.
• Monitored payments due from clients and promptly contacted clients with past due payments.
• Used judgment and initiative in handling confidential matters and requests.
• Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
• Coded and entered daily invoices with in-house accounting software.
• Administered payroll and maintained proper documentation of employee personnel.
• Engaged overseas suppliers to procure goods