Zorica Coleman
Ocala,FL
Summary
Results driven Client Services Manager with extensive experience in IT Consulting and client/property portfolio. My top three personal values are growth, curiosity, and adventure- I try to live by these everyday. Proven leader possessing exceptional interpersonal and relationship building skills. Adept at applying cross functional collaboration and critical thinking techniques to problem analysis and resolution ensuring delivery of the best customer experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Property Manager
Contractor
01.2018 - Current
- Direct all aspect of property management
- Increase of client portfolio contract retention by 7% year over year
- Supervise team of 20 administrative and maintenance professionals
- Resolve escalated customer complaints and inquiries through a continuous improvement feedback loop
- Improve customer quality satisfaction scores by 4% for 3 consecutive years.
Global IT Consultant
Oracle/Micros
10.2015 - 01.2018
- Develop and provide technical training to portfolio client base and their staff to support business operating systems
- Support Global Opera Data Cloud (ODC) including Micros Servers Administration, Java Platform, Weblogic
- Remote into client’s computers with Bomgar/WebEx to resolve escalated technical issues
- Write SQL scripts to resolve hardware/software problems and escalate to appropriate department.
Client Services Manager
Hotelbeds
04.2013 - 01.2015
- Manage the German Account Portfolio
- Analyze report metrics and scorecards and present action plans to property account leadership team
- Mitigate complaints and litigations between property owners and Tour Operators
- Consult with and guide property owners through a review of contractual services and responsibilities.
Education
MBA -
Business School
Skills
- Negotiation
- Consulting
- Problem Solving
- Operational Reporting
- Quality Assurance
- Client Management
- Customer Service
- Leadership
- Collaboration
- Property Management
- Payment Collection
- Property Inspections
- Customer service-focused
- Exceptional oral and written communication skills
- Lease Renewals
- Staff Management
- Property tours and inspections
- Maintenance knowledge
- Maintenance Scheduling
- Occupancy Management
- Administrative Support
- Vendor Management
- Property Management Expertise
- Marketing and Advertising
- Maintenance Coordination
- Adaptable
- Property accountability
- Valid State Name driver's license
- Business Administration
- Software Utilization
- Database Management
- Customer Relations
- Data Entry
- Critical Thinking
- Clear Communication
- Client Relations
- Relationship Building
- Decision-Making
- Microsoft Office
- Property Showing
- Administrative Leadership
- Creative and Adaptable
- Sales and Marketing
- Dispute Handling
- Operations Management
- Repair Planning
- Maintenance Management
- Office Staffing
- Schedule Coordination
- Performance Assessment
- Social Media Engagement
- Property Marketing
Accomplishments
- Collaborated with team of Number in the development of Project name.
- Achieved Result through effectively helping with Task.
- Documented and resolved Issue which led to Results.
- Achieved Result by completing Task with accuracy and efficiency.
- Supervised team of Number staff members.
- Achieved Result by introducing Software for Type tasks.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certificates And Awards
- December 2009 - Certified Medical Biller and Coder
- August 2017 - Opera Global Hospitality Star Award
Certification
- Certified Job Title, Company Name - Timeframe
Languages
English
Full Professional
Germany
Native or Bilingual
Serbo-Croatian
Native or Bilingual
Timeline
Property Manager
Contractor
01.2018 - Current
Global IT Consultant
Oracle/Micros
10.2015 - 01.2018
Client Services Manager
Hotelbeds
04.2013 - 01.2015
MBA -
Business School
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