OPERATIONS AND QUALITY ASSURANCE SPECIALIST Resume Rockville, MD - Hire IT People

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:

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.