Mark Joseph Manalo

o Work with residents who require assistance on a daily basis such as handling complaints, maintenance, responding emails, answering phone calls, face to face interaction with people, parcels, making travel arrangements, shopping, entertainment, etc. and ensuring resources are exhausted in order to meet their personal needs and provide exceptional customer service.
o Take care of running errands like contacting the vendor for maintenance and making appointments on behalf of the residents through Oracle, phone, e-mail or in person.
o Reach out and understand our resident’s needs and communicate directly with property management in order to assist them and provide the best resolution to meet their satisfaction level.
o Responsible for overseeing the smooth processes by responding promptly for any requests from the Property Manager for any information necessary to maintain the resident’s housing status and assist in fully understanding the residents’ needs and circumstances.
o Maintaining a positive, empathetic and professional attitude toward residents at all times especially during the face to face interaction with them.
o Evaluate, monitor action plans created by the resident coordinator (who interacts with other professionals, residents, and their families) and provide feedback to improve customer service performance.
o Update daily shift reports by preparing a time-stamped overview of what happened during shifts, and formulate an inventory log that is checked against a CRM computer programming system.
o Keep records of customer interactions, transactions, comments, and complaints and maintain open and consistent communication with the Property Manager to prevent lease violations.
o Making reservations regarding resident’s desires, such as maintenance options, hotel and restaurant reservations, bar parties, and family events around the town, and any additional requests upon demand.
o Develop a database of vendors and business owners nearby and manage the ongoing relationships with them and the same time maintain confidentiality by protecting the privacy, and security of all residents and guests.
o Efficiently handle large call volume inquiries from tenants/guests