Don Hamilton Arias

About the Candidate

Virtually Incredible

Assistant Operations Manager (May 2021 – December 2022)

Oversee property management-related contact centers such as Leasing Line, Main Line, and Emergency Repair Line.

Onboard new clients and manage existing clients’ accounts.
Improve operational management systems, processes and best practices.
Perform quality controls and monitor production KPIs.
Constantly improve the quality of customer service.
Setting training standards and hiring procedures. Recruit, train and supervise staff.

Virtually Incredible

Quality Assurance Specialist (October 2018 – April 2021)

Preparing and implementing quality assurance policies and procedures.
Performing routine inspections and quality audits.
Identifying and resolving workflow and production issues.
Addressing and discussing issues and proposed solutions with both upper and lower management.
Making recommendations for performance improvement program.

Virtually Incredible

Quality Analyst (February 2017 – September 2018)

Ensure call center agents are interacting with customers in accordance with company’s set policies and guidelines.
Assess agent performance on each call by identifying their opportunities in relation to call handling, product knowledge, language proficiency, and call quality.
Implementing new processes and best practices to enhance overall quality of service.

Virtually Incredible

Leasing Line (CSR) (June 2016 – February 2017)

Identify prospects’ preferences such as number of beds and baths, budget, location, section 8 properties, and etc.
Market promotions and discounted lease offers if there are any.
Providing accurate information while answer prospective tenant’s questions about the property description, application process, viewing process, and etc.
Communicate effectively to develop and maintain strong client relationships.
Follow-up with prospective renters to assess/re-assess their needs and requirements.
Search and update information regarding available properties

Ring Central

Technical Support Representative (August 2013 – April 2016)

Diagnosed and resolved technical hardware and software issues.
Resolving network issues.
Installing and configuring hardware and software VoIP Phone System.
Accommodated wide-ranging customer experience levels by adjusting technical support strategies.

AWARDS

Mr. Perfectionist (2022)
Perfect Attendance (2018)
CSAT Champ (July 2014)
Top Agent (August 2014)
Certificate of Excellence Awards (2013)
CSAT Champ (2013)
Certificate of Reliability (July 2013)

CERTIFICATIONS

Fair Housing and Communicating with People who are Deaf or Hard of Hearing
Fair Housing and Terms, Conditions, and Privileges Certificate
Fair Housing and Disparate Impact Certificate
Fair Housing and Reasonable Accommodations and Modifications Certificate
Fair housing Certificate
Basic Plumbing Certificate
Basic HVAC Certificate