VICKIE KENNEDY
Lead Concierge
Washington,DC
Summary
To obtain a position that best suits my experience Assistant Operation Manager with extensive background in administration and human resources. Supervise daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and schedules for new projects. Excellent skills hiring and recruiting to develop high-performing teams.
Overview
8
8
years of professional experience
Work History
Jr. Operations Manager
Planned Companies
Washington, DC
10.2021 - 06.2023
- Build relationship with property manager
- Responsible for 20 properties
- Provide experienced front desk Concierge
- Conduct inspections of associates on all shifts
- Continue to train associates to provide excellent customer service
- Responsible for scheduling and to provide floaters if needed
- To provide coverage for special work orders
- Accurate payroll.
- Stayed up-to-date with industry trends and best practices to improve skills and organizational operations.
- Coordinated with General Manager in different operational issues and promotional activities.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Worked closely with human resources to recruit top talent for our operations team, contributing to overall organizational growth.
- Prepared annual budgets with controls to prevent overages.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Developed systems and procedures to improve operational quality and team efficiency.
Building Manager
FirstService Residential Washington DC
2080 8th St Ne Washington, DC
07.2021 - 09.2021
- Enforce the terms of resident's lease and binding contracts
- Act as liaison between HOA and FirstService Residential Management
- Maintains accounts payable and receivables
- Maintain a good rapport with management and residents.
- Collaborated with property owners to develop budgets for annual operating costs, capital improvements, and long-term planning initiatives.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Performed regular inspections of facility and documented all inspection information in reports.
- Enhanced security measures through installation of surveillance cameras and access control systems.
- Directed removal of snow and ice from common outdoor areas, parking lots and entrances.
- Negotiated contracts with vendors, securing competitive rates for services while maintaining high-quality workmanship.
- Improved tenant satisfaction by addressing maintenance requests promptly and efficiently.
Concierge
Planned Companies Washington DC
Washington, DC
01.2019 - 07.2021
- Greet Residents and Visitors
- Kept detailed records of daily events
- Processed packages
- Read and responded to all emails
- Managed approximately 50+ incoming calls daily
- Recipient of five awards for living Core Values of Planned Companies
- Developed and implemented guest service policies and procedures to drive loyalty and referrals.
- Created welcoming and comfortable environment for guests.
- Implemented effective organizational systems to manage incoming requests and track progress on outstanding tasks.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
Administrative Assistant
Ohio Means Jobs- Portage County Jobs and Family Services
Ravenna, Ohio
05.2015 - 11.2016
- Managed approximately 60 incoming calls, emails and faxes per day from customers
- Answered questions regarding services provided by our Resource Center
- Scanned and uploaded files to Ohio Means Jobs database
- Faxed information and paperwork for customers
- Aided customers in opening unemployment claims
- Assisted customers with online job search
- Helped customers to create resumes using online templates
- Compiled job listings in directories by county and state
- Posted available county jobs.
- Assisted coworkers and staff members with special tasks on daily basis.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Administrative Assistant
ESOP- Empowering and Strengthening Our People Non-Profit Agency
Warren, Ohio
02.2015 - 05.2015
- Answered telephones and routed calls to specific workers
- Copied and scanned client file documentation for Office Administrator's review
- Arranged and confirmed appointments using Outlook Calendar
- Executed initial intake appointments to collect client information
- Performed data entry of loan modification applications using ESOP database
- Provided information to clients regarding ESOP and other agencies that could serve their additional concerns.
- Performed research to collect and record industry data.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Assisted coworkers and staff members with special tasks on daily basis.
Education
Social work -
Youngstown State University
Youngstown, OhioOhio Human Services Training System
Ravenna, OhioRavenna
Ravenna, OhioSkills
- Proven customer/client services and organizational skills
- Able to answer telephones and greet visitors efficiently
- Knowledge of business principles
- Performed difficult, varied and confidential administration duties
- Knowledge of information and communication management
- Customer Retention
- Service Delivery Management
- Team Leadership
- Staff training/development
- Administrative Management
- Delegating Work
- Staff Development
- Hiring and Onboarding
- Cost Reduction
- Strategic Planning
- Recruitment
- Goal Setting
- Recordkeeping
- PPE use
- Customer Relations
- Conflict Resolution
- Interpersonal Communication
- Team building
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 50+ staff members.
- Documented and resolved violation of company policies which led to compliance and or termination.
Timeline
Jr. Operations Manager
Planned Companies
10.2021 - 06.2023
Building Manager
FirstService Residential Washington DC
07.2021 - 09.2021
Concierge
Planned Companies Washington DC
01.2019 - 07.2021
Administrative Assistant
Ohio Means Jobs- Portage County Jobs and Family Services
05.2015 - 11.2016
Administrative Assistant
ESOP- Empowering and Strengthening Our People Non-Profit Agency
02.2015 - 05.2015
Social work -
Youngstown State University
Ohio Human Services Training System
Ravenna