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Work Background
FreelanceOperations Consultant
Oct. 2024
PioneerBeck Community Association ManagementSenior Operations Manager | Executive Leadership Team
Apr. 2022 - Oct. 2024• Designed a data-driven collections system, generating over $800K in annual revenue and reduced customer delinquency by 24%. • Increased CS first-contact resolution rates by 50%, improving response efficiency. • Redesigned client fee structures, boosting leasing team revenue by $30K YoY. • Automated financial reporting, reducing client financial statement delivery time by 20 days. • Team Lead for REPM Association Management’s acquisition, overseeing system transitions and employee onboarding. • Developed training programs based on employee and client skill assessments, reducing support needs and enhancing tool adoption. • Partnered with cross-functional teams to align company-wide initiatives and streamline communication. • Evaluated staffing needs, optimizing team structures to improve employee engagement and performance.
PioneerBeck Community Association ManagementOperations Manager
Mar. 2017 - Apr. 2022Austin, Texas, United States• Improved client reimbursement tracking, increasing revenue by 6% while reducing AR workload by 5 hours/month. • Redesigned customer billing statements, reducing CS workload by 40+ hours per month. • Orchestrated the integration of diverse software platforms for Customer Portals, resulting in enhanced usability, increased user engagement, and expanded company communication reach for clients. Conducted comprehensive demonstrations and client training sessions to ensure optimal utilization of Portal functionalities. • Spearheaded the transition to more advanced management platforms, boosting staff efficiency through automation and fostering improved integration with software partners. • Conducted in-depth research across company departments, identifying operational pitfalls, and implemented strategic system improvements to enhance efficiency and standardize employee roles and company practices. • Implemented the Dialpad phone system, optimizing in-office and client communications through enhanced call routing and the establishment of departmental call centers. • Established an automated messaging framework within Tops, PROMAS, and Propertyware, streamlining communications and increasing employee bandwidth. • Played a pivotal role in redesigning and relaunching the company website, improving content organization for an enhanced experience for both existing clients and potential business leads. • Led the company's "Work from Anywhere" initiative, implementing connectivity solutions for communications and system access. Successfully trained and onboarded the internal team, ensuring a seamless rollout.
PioneerBeck Community Association ManagementAP/AR Manager
Mar. 2015 - Mar. 2017Austin, TX• Transitioned over $2M between financial institutions, resulting in increased company revenues through innovative revenue-sharing programs. • Implemented automated AP system, significantly improving invoice processing, reducing vendor payment timeline, and increased company revenues. • Team Lead for Beck & Company acquisition, overseeing system transitions and employee onboarding. • Managed payments and charges for over 14,000 accounts, demonstrating strong problem-solving skills in resolving billing issues and ensuring customer satisfaction.
Colonial Real Estate Property ManagementMaintenance Manager
Feb. 2010 - Feb. 2015Harker Heights, TX• Developed preventative maintenance program, reducing issues by 32% and saving $110K/yr in costs. • Managed 750 residential units & 13 commercial properties, ensuring high tenant satisfaction. • Improved vendor coordination, leading to faster response times and better service delivery • Launched referral marketing initiatives, boosting tenant acquisition and expanding the property portfolio.
FreelanceMarketing And Advertising Consultant (Freelance)
Aug. 2008 - Feb. 2010• Created branding and marketing materials, generating $40K in sales. • Designed an online showroom, improving customer engagement and navigation. • Led client presentations, outlining marketing strategies and cost structures. • Advised startup on marketing strategies, helping businesses improve positioning.
Dex MediaAccount Executive
Jun. 2005 - Aug. 2008Arlington Heights, IL and North-Central Texas• Surpassed sales objectives: 335% in 2006 Business to Business Project, 1126% in Q3 of 2007, and 220% in 2007 McHenry County Project. • Secured over $81,000 in annual new business through strategic sales efforts and targeted advertising campaigns. • Proven expertise in managing annual advertising campaigns, driving over $1.1 million in advertising revenue while delivering exceptional results and value for clients. • Orchestrated the implementation, sales, and design of effective directional advertising programs, combining print and search engine marketing strategies to deliver measurable Return on Investment (ROI) for small and medium-sized businesses.
Carthage CollegeChinese Language Program Recruiter/Tutor
Sep. 2001 - May. 2005Kenosha, WI• Spearheaded recruitment events and created marketing materials for the Carthage College Chinese program, driving a 400% growth in student enrollment. • Provided tutoring support for lower-level Chinese language students, offering guidance and assistance to improve their language proficiency. • Created study materials and led study groups for lower-level students, creating a collaborative and effective learning environment. • Actively contributed to classroom lessons, assisting in teaching to enhance students' understanding of Chinese language concepts.
STERIS Isomedix ServicesQuality Assurance/Technical Services Intern
May. 2001 - Feb. 2005Morton Grove & Libertyville, IL• Authored and documented standard operating procedures for the secure, company-wide handling and disposal of confidential materials and customer records. • Developed and implemented searchable databases for organizing and tracking customer records, personnel training, and technical information, enhancing efficiency in the creation of presentations, reports, and other publications. • Played a key role in generating and organizing expense report data, while assisting with accounts payable and receivable duties to support streamlined financial processes and smooth operations of financial transactions. • Designed and created marketing materials for new customer welcome kits, demonstrating a creative approach to customer engagement and communication.
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