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Operations And Quality Assurance Specialist Resume

Rockville, MD

SUMMARY:

  • Oversee property management, tenant/guest relations, and quality assurance for high - end, luxury commercial, residential, and hospitality real estate.
  • Customer-focused with unparalleled emphasis on ensuring top-notch accommodations for diverse long- and short-term uses.
  • Lead marketing efforts to promote properties and drive high levels of occupancy to achieve profit and income goals.
  • Establish and implement quality standards aligned with corporate objectives and regulatory requirements; facilitate for staff and vendors.
  • Conduct scheduled and unscheduled inspections to ensure alignment with expectations.

CORE COMPETENCIES INCLUDE:

  • Property Management Operations
  • Residential & Commercial Rentals
  • Hospitality Accommodations
  • Budget Preparation/Administration
  • Vendor Negotiation/Contracting
  • Quality Assurance Program Development
  • Staff/Vendor/Supplier
  • Internal Quality Audits & Inspections
  • Tenant/Guest Relations & Satisfaction
  • Effective Problem Resolution

TECHNICAL SKILLS:

Technical Skills: Windows, Mac OS X, Salesforce.com, Microsoft Office, VoIP, Network Cabling

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

OPERATIONS AND QUALITY ASSURANCE SPECIALIST

Responsibilities:

  • Hold responsibility for developing and executing quality assurance functions and accommodation delivery operations to ensure optimal hospitality experiences for global business and leisure clients.
  • Cultivate relationships with vendors for a range of services, including HVAC, energy/utilities, plumbing, etc.; handle sourcing, price & SLA negotiation, and onboarding.
  • Oversee customer service, arrivals/departures, response to requests, and problem resolution to deliver world-class experience and drive repeat business.
  • Interface regularly with sales team to ensure alignment with guest experience goals.
  • Facilitate regular meetings with direct and in-direct reports.
  • Conduct regular inspections and observe quality and service in practice.
  • Assist with audits, checklists, and other practices.
  • Create and manage calendar.
  • Spearheaded implementation of multiple service and quality programs specific to staff, vendor, and supplier requirements; evaluate effectiveness to identify and close gaps.
  • Continually evaluate market trends, identify opportunities for improvement, recommend innovative tactics to increase market penetration, and lead cross-functional initiatives.
  • Collaborate with Asset Manager and Director of Sales on strategic planning and budget forecasting; prepare and review financial reports.

Confidential, Brooklyn, NY

FACILITIES OFFICER/IT SUPPORT

Responsibilities:

  • Provided support for IT operations and facility sales efforts to maintain high occupancy rates, ensure customer satisfaction, and provide state-of-the-art technical services.
  • Led prospecting efforts, conducted tenant tours, and managed leasing, rent collection, and other matters.
  • Recruited and trained new staff.
  • Coordinated on-site satellite building repairs to minimize downtime and streamline workflow.
  • Audited security program and installed IP cameras across multiple platforms to maintain facility and tenant safety.
  • Wrote and published monthly newsletter to share best practices and updates on daily operations.
  • Orchestrated three Dumbo-area co-working space sales resulting in 600+ annual rentals.
  • Decreased costs by partnering with third-party vendor to procure cost-effective office and construction products.
  • Established network capabilities, including punching, running, installing, and testing CAT 5E cables across multi-story commercial buildings.

Confidential, Brooklyn, NY

PROPERTY MANAGER/ACCOUNT MANAGER

Responsibilities:

  • Handled all aspects of property and account management for high-end rentals to exceed occupancy targets and customer expectations.
  • Built relationships with clients and managed lifecycle rental projects from inception through delivery, including inquiry response, event coordination, and on-site support for feature film productions, festivals, block parties, pop-up shops, weddings, and private outings.
  • Liaised with construction team and contractors to implement maintenance, repairs, and improvements.
  • Worked closely with feature film producers to ensure event space met production quality requirements.
  • Interfaced with outside coordinators, vendors, and caterers to achieve 100% event customer satisfaction.

Confidential, Potomac, MD

REPAIR TECHNICIAN/OFFICE MANAGER

Responsibilities:

  • Oversaw day-to-day IT support for entire DC metropolitan area, ensuring timely resolution of issues.
  • Tracked trouble tickets from initial customer contact through close-out; scheduled and dispatched 10-20 technicians to perform on-site repairs.
  • Led planning and execution of special projects through emergency resolution.
  • Increased revenue by upselling services and offering free initial estimates.
  • Boosted operational efficiencies through prompt diagnosing and repair of PC and Mac systems with zero downtime; contributed to improved customer satisfaction ratings.

Confidential, Myersville, MD

EMPLOYEE RELATIONS MANAGER/LABORER

Responsibilities:

  • Monitored compliance with federal and state regulations to proactively identify and mitigate risks.
  • Administered benefits programs, tracked enrollment levels, and managed confidential employee records.
  • Addressed and resolved various personnel and management inquiries; supported new hire activities.
  • Advised senior managers on appropriate disciplinary or corrective actions.

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