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Laura F

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

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

email   Careers@RelayHumanCloud.com

home   San Pedro Sula, Honduras


SKILLS

  • Yardi
  • AI Proficient
  • Photoshop
  • Power BI
  • MS Office
  • Outlook
  • Photoshop
  • Illustrator
  • Slack 
  • LAMS System

EDUCATION

Bachelor's Degree in Graphic Design

Technological University Center

LICENSES & CERTIFICATIONS

  • Microsoft Business Applications

ASSESSMENTS

CORE SKILL English Aptitude CustomerService 0 100

PERSONALITY

INFJ-T

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

A skilled professional known for delivering exceptional support, resolving inquiries efficiently, and fostering customer satisfaction. Brings value by enhancing retention, streamlining processes, and maintaining a positive brand image.

PROFESSIONAL EXPERIENCE

Assistant Property Manager

Relay Human Cloud | San Pedro Sula, Honduras | Dec 2024 - Present

  • Oversaw maintenance service requests, addressing room concerns, cleaning needs, temperature adjustments, and key access issues.
  • Coordinated and managed conference room bookings for tenants and internal teams.
  • Processed Make Ready cases by obtaining vendor proposals and arranging maintenance and repair services.
  • Drafted and distributed Welcome Letters to new tenants, supporting a smooth onboarding process.
  • Responded to Tenant Portal inquiries, including account setup, autopay enrollment, and troubleshooting.
  • Sent Customer Alert Emails to tenants regarding urgent building updates, emergency notices, and maintenance activities.
  • Resolved NSF (Non-Sufficient Funds) cases by engaging with tenants and ensuring timely payments.
  • Conducted periodic tenant check-ins to measure satisfaction and promptly address service concerns.
  • Utilized Yardi to review rent rules, prepare monthly billing statements, and track pending payments.
  • Maintained accurate lease ledger records to ensure tenant billing accuracy and account reconciliation.
  • Processed late fee waiver requests and secured appropriate approvals per company policy.
  • Organized floor plan maintenance projects, scheduling and coordinating vendor and tenant logistics.

Appointment Coordinator

Relay Human Cloud | San Pedro Sula, Honduras | Jan 2024 - Nov 2024

  • Completed intake forms with accuracy to collect essential client information.
  • Managed incoming and outgoing calls to assist clients in scheduling appointments with legal experts.
  • Facilitated appointment booking by coordinating with legal teams and maintaining updated calendars.
  • Asked general questions to ensure accurate data collection and streamlined appointment setup.
  • Adhered to strict protocols by focusing exclusively on form completion and appointment scheduling, refraining from providing legal advice or answering in-depth inquiries.

Scheduler Specialist

KM2 Solutions| San Pedro Sula, Honduras | Feb 2023 - Dec 2023

  • Assisting customers in scheduling and confirming their appointments accurately.
  • Updating customer's information as needed.
  • Facilitate communication between parties involved in scheduled appointments, ensuring clarity and accuracy.
  • Maintain an organized database of scheduled appointments, including details such as participants, locations, and agendas.

Customer Support Specialist 

Partner Hero| San Pedro Sula, Honduras | Oct 2022 - Jan 2023

  • Communicate clearly and professionally, ensuring customers receive information in an easily understandable manner.
  • Ensure that customer interactions adhere to quality standards and comply with company policies.
  • Maintain detailed records of customer interactions, transactions, and inquiries for future reference.

Quality Assurance Agent 

Allied Global | San Pedro Sula, Honduras | Feb 2020 - Oct 2022

  • Monitored and evaluated Sales and Customer Support Agents' performance against quality standards and KPIs.
  • Provided detailed feedback to agents to enhance service quality and adherence to guidelines.
  • Identified trends and areas for improvement through call analysis and performance reviews.
  • Ensured consistent customer service excellence by maintaining quality assurance protocols.