Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Xia Ivory

Antioch,IL

Summary

Dynamic professional with extensive experience in property management and customer service. Proven track record in financial budgeting and reporting, enhancing tenant satisfaction through effective dispute resolution. Skilled in staff management and vendor relations, consistently surpassing team goals while fostering a collaborative work environment.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Assistant to the Property Manager

Redwood Residential
02.2022 - 03.2025
  • Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
  • Coordinated with legal counsel to resolve tenant disputes.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Performed research to collect and record industry data.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.
  • Participated in regular staff meetings and training sessions to stay updated on industry best practices and enhance professional skills.

Customer Service Supervisor

Maximus Federal Services
09.2018 - 01.2022
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Monitored and analyzed call metrics to identify trends and areas for process enhancement.
  • Resolved escalated customer complaints, ensuring satisfaction and loyalty.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Administrative Assistant

Veterans Administration Medical Center
07.2014 - 07.2018
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Maintained inventory of office supplies and placed orders.
  • Facilitated training sessions for new software tools, increasing team productivity and reducing learning curves.
  • Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
  • Organized company events to enhance team cohesion, coordinating logistics and catering for over 50 participants.

Customer Support Specialist

Northwestern Mutual
04.2008 - 08.2010
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.

Education

Grayslake Central High School
Grayslake, IL

BBA - Business Administration And Management

Texas Southern University
Houston, TX
06-2010

Skills

  • Financial budgeting and reporting
  • Fair housing mandates
  • Rent collection
  • Basic accounting
  • Meeting coordination
  • Lease administration
  • Property management software proficiency
  • Lease renewals
  • Property inspections
  • Staff management
  • Database management
  • Vendor management
  • Property marketing and promotion

Certification

  • Licensed [Leasing License] - [Illinois]

Timeline

Assistant to the Property Manager

Redwood Residential
02.2022 - 03.2025

Customer Service Supervisor

Maximus Federal Services
09.2018 - 01.2022

Administrative Assistant

Veterans Administration Medical Center
07.2014 - 07.2018

Customer Support Specialist

Northwestern Mutual
04.2008 - 08.2010

Grayslake Central High School

BBA - Business Administration And Management

Texas Southern University

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