Professional Experience in Account Mgt. and Client Support

As a Technical Account Manager, I managed multiple high-profile client accounts, ensuring the smooth implementation and functionality of RentCafe, Voyager, and CRM products for a diverse range of clients, from small property managers to large enterprises. As the Subject Matter Expert (SME) on Yardi's suite of property management and leasing solutions, I supported clients with property configurations, lease document automation, and technical troubleshooting.

Client Portfolio & Projects Managed:

• Knapp Properties: Implemented Online Leasing and Filldocs for streamlined lease documentation
• Jili Properties: Managed Online Leasing (OLE) and RentCafe/Lease Document Generation (RCLD) integrations with DHCR compliance for stabilized units in New York.
• Spaxel (Propco): Customized CRM Flex integration with Blue Moon V3 to enhance leasing workflows
• Vida Management: Streamlined CRM Flex and Blue Moon V3 integrations for effective multi-property management
• GPG Properties: Managed RentCafe implementation and the integration of Filldocs and DHCR for efficient document generation and property management
• Tri City Rentals: Focused on RentCafe Leasing for RCLD generation and DHCR compliance
• Residential Management: Deployed CRM IQ and Blue Moon V3 to optimize leasing workflows
• Castle Lanterra: Supported CRM IQ implementation using Blue Moon V2 for improved lease management
• Trion Management: Managed RentCafe and DHCR integration for comprehensive property and lease document management

Key Responsibilities:

1.  RentCafe Site Manager Implementation:

• Configured company and property setups to streamline operations
• Oversaw user management, assigning roles and permissions for least-privilege access
• Designed email campaigns using audience segmentation and autoresponders for effective outreach
• Created detailed project plans outlining timelines, milestones, and stakeholder responsibilities

2.  Voyager Property & Accounting Management:

• Configured service provider lists, unit types, and leasing specials for enhanced management
• Managed lease administration, including move-in/move-out charges and accounting processes
• Supported DHCR processes for stabilized units and compliance with NY regulations

3.  Online Leasing & Customization:

• Customized Online Leasing forms to gather tenant information effectively
• Managed property settings and created custom tables tailored to client needs
• Integrated lease document automation using Filldocs, RCLD, and Blue Moon for efficient document generation

4.  Resident Portal & CRM IQ:

• Set up the Resident Portal for tenant management of payments, maintenance requests, and lease renewals
• Configured CRM IQ for lead tracking, automated follow-ups, and appointment scheduling
• Managed email and SMS templates, autoresponders, and lead management workflows

5.  Leases & Document Management:

• Automated electronic signature functionality in leasing documents using FillDocs
• Managed document uploads via the File Manager and performed SQL queries for insights
• Created Webshares for secure sharing of sensitive leasing data

6.  Advanced Software Support:

• Worked with YardiOne for SingleSign-On and user provisioning across multiple products
• Supported cloud services (SaaS and SaaS Select Private Cloud) for optimal client implementations
• Managed permissions and access in Yardi Elevate, overseeing roles and configurations
• Created and maintained Confluence pages for team reference and training

7.  Project Management & Troubleshooting:

• Led project management efforts, overseeing end-to-end implementations and ongoing client support
• Recorded meeting notes, managed case tracking, and created requests for bug fixes and enhancements

8.  Sandbox Environments:

• Created and maintained sandbox environments for testing new features without affecting live databases
• Managed both live and test databases, ensuring thorough testing before deployment

At Apple, I held dual roles as a Sales Specialist and Technical Specialist, leveraging my product knowledge and technical skills to deliver exceptional customer experiences.

Sales Specialist Responsibilities:

• Product Expertise: Developed a deep understanding of Apple’s product lineup, enabling me to guide customers through their purchasing journey. I focused on uncovering their needs—whether for personal use or as gifts—and helped them select the right products
• Customer Engagement: Built rapport by taking customers on a tailored journey, ensuring they felt confident and informed in their choices. I assessed their current devices and identified opportunities to enhance their experience with the right accessories and services
• Service Promotion: Actively promoted Apple services such as AppleCare, educating customers on the benefits of protecting their devices from accidental damage and securing their data with iCloud
• Device Setup: Assisted customers in setting up their new devices, ensuring they were fully connected and equipped with necessary accessories for a seamless transition
• Holistic Support: Provided ongoing support throughout the purchasing process, ensuring customers left the store satisfied and better informed

Technical Specialist Responsibilities:

• Troubleshooting & Diagnostics: Diagnosed issues with customer devices using various troubleshooting techniques for software, network, and hardware problems. Conducted thorough diagnostics, including resetting devices and cleaning ports to optimize performance
• Transparent Communication: Fostered trust by being transparent about potential repairs and replacements, ensuring customers understood their options. Maintained an empathetic approach, recognizing the frustration that can accompany technical issues
• Multitasking & Customer Care: Managed multiple customers simultaneously, prioritizing urgent needs while providing attentive service to each individual. My goal was to ensure every customer felt valued and satisfied with the solutions provided
• Solutions-Oriented Approach: Focused on delivering the best solutions for each customer, ensuring they left the store with their issues resolved and a positive experience