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Charlotte S.

Administration , Customer Success , Information Technology , Leasing , Operations , Property Management , Sales

call   (214) GO-RELAY / (214) 467-3529

email   Careers@RelayHumanCloud.com

home   Makati, Philippines


SKILLS

  • Yardi
  • AI Proficient
  • AutoCAD
  • Advanced Excel
  • Microsoft Office & Google Workspace
  • Amazon Connect
  • Canva 
  • Call, Chat & Email Support
  • Escalation Handling 
  • SLA/KPI Tracking 
  • Order Management 
  • CRM Familiarity
  • Customer Service 
  • Problem Solving 
  • Team Leadership 
  • Conflict Resolution 
  • Attention to Detail 
  • Communication

EDUCATION

Bachelor's in Civil Engineering

Technological Institute of the Philippines (2020)

LICENSES & CERTIFICATIONS

  • Introduction to CRM with HubSpot | Coursera Project Network · Oct 2024
  • Create Charts and Dashboards Using Microsoft Excel | Coursera Project Network · Jan 2025
  • Create and Design Digital Products Using Canva | Coursera Project Network · Jan 2025
  • Improve Efficiency in Asana for Project Managers | Coursera Project Network · Jan 2025

RELAY METRICS

PERSONALITY

INFJ-A

Extraverted Introverted Intuitive Observant Thinking Feeling Judging Prospecting

People with INFJ as a personality type are idealistic and driven by a desire to help others. They seek fulfillment through meaningful, ethical endeavors, contributing to the greater good.

PROFESSIONAL SUMMARY

Detail-oriented and customer-obsessed professional with 3+ years of experience at Amazon Operations Services Philippines, specializing in handling complex customer escalations, team management, and service excellence across call, chat, and email platforms. Proven ability to lead teams, resolve high-value cases, and enforce policies related to fraud prevention and concessions. Skilled in tools such as Amazon Connect, Microsoft Excel, Outlook, Canva, and CRM platforms like HubSpot. Holds multiple Coursera certifications in CRM, data visualization, Canva design, and project management tools like Asana. Committed to continuous learning, operational efficiency, and delivering customer-centric solutions that align with business goals.

PROFESSIONAL EXPERIENCE

Assistant Property Manager

Relay Human Cloud |  San Pedro Sula, Honduras l June 2025 - Present

  • Addressed maintenance requests such as room concerns, janitorial issues, heating/cooling problems, and key access.
  • Coordinated booking of conference rooms for tenant and team use.
  • Oversaw Make Ready tasks by obtaining vendor repair estimates and managing follow-ups.
  • Drafted and shared Welcome Letters with new tenants to streamline onboarding.
  • Assisted residents with Tenant Portal support, including account setup and autopay troubleshooting.
  • Released Customer Alert notifications regarding urgent building updates and maintenance work.
  • Managed NSF cases, reaching out to tenants to resolve failed payments.
  • Conducted follow-ups with tenants to verify resolution and satisfaction with services.
  • Used Yardi for billing rule verification, monthly statement creation, and payment tracking.
  • Maintained lease ledger records to support billing accuracy and reconciliations.
  • Processed late fee waiver submissions and obtained policy-based approval.
  • Scheduled floor plan upkeep projects, collaborating with vendors and tenants on timelines.

Resolution Specialist

Amazon Operation Services Philippines | Philippines | Sep 2022 – May 2025

  • Resolved escalated customer inquiries on returns, refunds, replacements, and payments via call, chat, and email, improving resolution time and customer satisfaction.
  • Maintained 100% accuracy in documenting customer concerns and issue resolutions using Amazon Connect.
  • Ensured adherence to policies on fraud prevention and concession abuse, contributing to risk mitigation.
  • Facilitated overlimit concession requests and provided policy guidance for frontline associates to ensure compliance.
  • Handled high-value concession and social media escalations, reducing backlog and increasing resolution efficiency.

Team Manager

Amazon Operation Services Philippines | Philippines | Sep 2021 – Aug 2023

  • Supervised a team of 20–30 associates, enhancing team KPIs and service quality through performance evaluations and training.
  • Oversaw daily operations and task allocation to meet service-level agreements and optimize productivity.
  • Implemented company policies to manage performance and coach underperforming staff.

Intern Project Engineer

Vision Properties Development Corporation | Philippines | Dec 2019 – Mar 2020

  • Supported daily inspections of construction activities to ensure quality and safety compliance.
  • Collaborated with engineers and site teams to monitor structural installation progress and resolve site issues.
  • Attended project meetings to align goals and assist with task execution.