Yasmin Maldonado
Missouri City,TX
Summary
Dynamic Retention Specialist at RUI USA LLC with expertise in customer feedback analysis and conflict resolution. Proven track record of enhancing customer satisfaction through personalized communication strategies, resulting in improved retention rates. Bilingual and skilled in CRM software, I excel in building strong client relationships and fostering team collaboration.
Overview
7
7
years of professional experience
Work History
Retention Specialist/ Nesting Support Agent
RUI USA LLC
07.2024 - Current
- Analyzed customer feedback to identify trends and improve retention strategies
- Developed personalized communication plans to engage at-risk customers
- Collaborated with cross-functional teams to enhance customer experience initiatives
- Executed follow-up procedures for customer inquiries, ensuring timely resolution
- Trained team members on best practices for customer interaction and retention
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Built constructive customer relationships to improve loyalty and recommendations.
- Evaluated current customer retention strategies and recommended improvements.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Empowered customers by providing comprehensive resources and support for self-service, improving satisfaction.
- Fostered positive company image by ensuring prompt and empathetic resolution of customer issues.
Loyalty Reward Specialist
Percepta
08.2022 - 05.2023
- Analyzed customer feedback to enhance service delivery and improve client satisfaction.
- Maintained up-to-date knowledge of products and services to provide accurate information to customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
4G Migration Specialist
Telvista
08.2021 - 08.2022
- Coordinated data migration processes across multiple platforms to ensure seamless transitions.
- Analyzed system requirements and developed strategies for efficient data transfer.
- Collaborated with cross-functional teams to troubleshoot migration issues and enhance workflow efficiency.
- Implemented best practices for data validation to maintain accuracy during migrations.
- managing fleet vehicles, using outbound calls to coordinate the migration of older vehicle tracking units to new systems for large corporations
- Scheduled and managed the installation of new tracking hardware on the fleet vehicles, coordinating with clients to minimize disruption.
- Addressed client questions and concerns regarding the migration process and the new technology.
- Helped the clients enforce company policies, monitor driver behavior, and meet compliance requirements.
Assistant Property Manager
Galilee Equity Management LLC
11.2020 - 03.2021
- Assisted in coordinating property maintenance schedules to enhance tenant satisfaction.
- Managed resident communications and resolved inquiries to improve overall community relations.
- Supported leasing initiatives by preparing marketing materials and conducting property tours.
- Implemented filing systems for tenant applications and lease agreements to streamline operations.
- Conducted regular property inspections to identify maintenance needs and ensure compliance with regulations.
- Collaborated with vendors to negotiate service contracts, optimizing cost-efficiency for property management services.
- Analyzed tenant feedback data to recommend improvements in service offerings, enhancing resident retention strategies.
- Followed up on delinquent tenants and coordinated collection procedures.
- Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues efficiently.
- Kept accurate records of all resident and tenant correspondence.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
- Processed applications efficiently by conducting thorough background checks and verifying references to select qualified tenants.
- Showed apartments to potential tenants and answered questions regarding community.
- Processed security deposit refunds.
- Maintained accurate records of all transactions, ensuring timely reporting to senior management and owners.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
- Inspected common areas for cleanliness and notified maintenance of overflowing trash.
- Escalated major issues to property manager for immediate remediation.
Leasing Agent
Highmark Residential LLC
08.2018 - 11.2020
- Facilitated property tours, showcasing amenities and benefits to prospective tenants.
- Managed leasing documentation and ensured compliance with regulations.
- Developed strong relationships with clients, enhancing customer satisfaction and retention rates.
- Collaborated with property management to implement marketing strategies that increased visibility.
- Streamlined application processes, reducing turnaround time for lease approvals.
- Performed background, reference and credit checks as part of screening process of prospective tenants.
- Expedited the leasing process for prospective tenants by efficiently managing application paperwork and conducting background checks.
- Handled tenant communications by quickly responding to requests for maintenance and answering any questions or concerns.
- Toured property with prospective tenants and provided wealth of information in regards to its key features.
- Established rapport with potential tenants during tours, highlighting community features tailored to their specific needs and preferences.
- Managed move-in process smoothly by coordinating schedules with new residents and ensuring all necessary documentation was completed accurately.
- Distributed and followed up on tenant renewal notices.
- Provided exceptional customer service when showing properties to prospects, leading to increased signed leases.
- Trained and mentored new leasing agents, fostering teamwork and a supportive work environment.
- Participated in property inspections to prepare for move-ins and move-outs.
- Kept meticulous records of correspondence between management and tenants.
- Ensured compliance with fair housing laws and company policies to promote an inclusive and welcoming community for all residents.
- Improved property appearance with consistent inspections, identifying areas in need of repair or updates.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Scheduled various contractors to complete needed work on vacant and occupied units.
- Conducted property tours to highlight features of properties.
- Maintained detailed records of all leasing transactions for easy access during audits or internal reviews.
- Monitored advertising effectiveness by gathering information about market competition in local area.
- Maintained a high level of resident satisfaction by resolving maintenance requests quickly and professionally.
Education
High School Diploma -
Bellaire High School
Houston, TX05-2013
Skills
- Customer feedback analysis
- Upselling and cross selling
- Persuasion techniques
- Documentation skills
- CRM software proficiency
- Customer relations
- Fluent bilingualism
- Customer service
- Problem-solving
- Data entry
- Call center experience
- Payment processing
- Upselling strategies
- Product knowledge
- Multitasking and organization
- Team collaboration
- Empathy and patience
- Active listening
- Verbal and written communication
- Flexibility and adaptability
- Conflict resolution
- Client relationship management
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Retention Specialist/ Nesting Support Agent
RUI USA LLC
07.2024 - Current
Loyalty Reward Specialist
Percepta
08.2022 - 05.2023
4G Migration Specialist
Telvista
08.2021 - 08.2022
Assistant Property Manager
Galilee Equity Management LLC
11.2020 - 03.2021
Leasing Agent
Highmark Residential LLC
08.2018 - 11.2020
High School Diploma -
Bellaire High School