Adebanke Ogunkoya
Brampton,ON
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Tenant Services Administrator
Toronto Seniors Housing
02.2023 - Current
- Processing suite rental applications, completing credit checks, rental reference and employment verification, providing excellent customer relations to residents and handling repair request timely, preparing letters and correspondence in accordance with the Arrears Collection Process, assisting with constructing new workshops and materials, reviewing existing resources, promoting program participation and implementing evaluations, working with team members to identify tenants at risk of eviction due to nonpayment of rent, communicating results with necessary parties to action if required, filing and monitoring repayment agreements, liaising with site staff/external agencies when follow-up is required, coordinating tenant legal processes including initiating termination notices for tenant arrears/breaches of Residential Tenancy Act, preparation of routine correspondence and reports, preparation of general tenancy and tenancy management correspondence as required, initializing input and supporting tenant pre-authorization payment process, creating tenant files, verifying RGI eligibility, coordinating all leasing documents, preparing lease and all relevant leasing documents completing the lease package in accordance with leasing checklists, meeting with the tenant to sign the lease documents and review tenancy requirements, data collection and generating reports, maintaining an effective electronic and manual record-keeping system for business practices, responding to inquiries including questions regarding rent calculations, legal matters including eviction for rent arrears, charges, parking, administering process for common spaces including recreation rooms, storage, parking, etc.
- Streamlined office operations by implementing efficient administrative systems and procedures.
- Improved employee productivity with effective time management strategies for daily tasks.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Assisted in the development of strategic plans aligned with organizational goals by providing valuable input during planning sessions.
- Maintained personnel records and updated internal databases to support document management.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Resident Services Agent
Concert Realty Ltd
05.2022 - 01.2023
- Processing suite rental applications, completing credit checks, rental reference and employment verification, providing excellent customer relations to residents and handling repair request timely, preparing letters and correspondence in accordance with the Arrears Collection Process, assisting with constructing new workshops and materials, reviewing existing resources, promoting program participation and implementing evaluations, assisting in the design and setup of creative materials for indoor and outdoor activities for residents, performing quarterly market survey on the surrounding competition, ensuring compliance with divisional and legislative guidelines and policies, issuing late rent payment notices, eviction notices, and following collection procedures, completing and administering tenancy agreement, admitting and orienting clients by conducting tours of facility, facilitating integration by explaining rules, policies, code of contact, Public Health Infection Prevention, performing facility patrol checks to ensure safety/well-being of clients/staff, reviewing and assessing client referrals, liaising with referral organizations, determining client eligibility for benefits, maintaining current and complete knowledge of legislation, community services, resources, policies, programs, procedures, and issues affecting client population, working knowledge of data-based financial and client systems in a computerized environment, demonstrated ability to make calculations accurately and working knowledge of financial procedures, knowledge of various Housing Programs and legislation, demonstrated experience in preparing routine correspondence, memoranda, and reports, experience with data input, manipulation, and report generation, ability to work cooperatively and collaboratively as a team, excellent interpersonal skills required to interact with tenants, external agencies, and staff, able to meet deadlines with conflicting priorities and work independently with minimum supervision, performing quarterly market survey on the surrounding competition, issuing late rent payment notices, eviction notices, and following collection procedures, completing and administering tenancy agreement, performing other duties as required based on operational needs, demonstrated ability and proficiency in RGI Calculations, demonstrated experience in file management, both digital and analog, including relevant documentation practices and abilities, exceptional customer service skills, problem-solving, and critical thinking abilities
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Drove revenue growth by consistently meeting or exceeding sales targets through strategic planning and execution.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Coordinated appointments to show tenants and buyers prospective homes.
Resident Manager
Ladco Company Limited
04.2019 - 06.2021
- Collaborated with Housing team, participated in case conferences to identify client goals, needs, program suitability, screened and reviewed lease applications by verifying employment and previous rental history, ability to obtain a Certificate in Rent Geared to Income (RGI) Administration, demonstrated ability and proficiency in RGI Calculations, demonstrated experience in file management, both digital and analog, including relevant documentation practices and abilities, demonstrated problem-solving and critical thinking abilities, patrolled facility and conducted checks of common areas and rooms to ensure compliance with Occupational Health and Safety regulations, responded to emergency situations, contacted authorities if needed, observed, documented, reported shift occurrence information impacting service plans, completed progress reports, staff reporting sheets, incident reports, logs, barred resident list, case management notes, liaised with City staff, OW and ODSP staff, emergency shelters, doctors, social workers hospitals, social workers, accepted rents and collected delinquent accounts, delivered notices and lease renewal to tenants as required, provided detailed information about vacant suites and completed lease agreement, handled tenants' requests for maintenance in a timely manner, trained superintendent and site staff as required or needed, coordinated move-ins and move-outs of tenants, coordinated the implementation of repairs and maintenance, controlled and maintained all inventories required to provide efficient operation
- Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues in a timely manner.
- Improved property value through regular inspections, identifying necessary repairs and upgrades.
- Streamlined rent collection process for increased efficiency and reduced late payments.
- Enhanced community atmosphere with regular communication and engagement activities for tenants.
- Maintained safety standards within the property, conducting regular checks and initiating corrective measures when needed.
- Collaborated with vendors for cost-effective services, negotiating contracts to secure optimal pricing on maintenance tasks.
- Oversaw move-in/move-out processes to ensure seamless transitions while minimizing vacancy periods.
- Coordinated with leasing agents to maintain high occupancy rates and attract quality tenants.
- Supervised maintenance staff, providing guidance on work priorities and ensuring completion of tasks on schedule.
- Organized community events that fostered resident engagement, promoting a strong sense of camaraderie among neighbors.
- Conducted property move-ins, move-outs and walk-through inspections.
- Reported and documented maintenance requests and scheduled appropriate services.
- Provided for peaceful and safe tenant relations through complaint management and conflict resolution.
- Coordinated vendors such as carpet cleaners, tilers, cable suppliers and satellite and phone service providers.
- Used Yardi to maintain resident database of personal information, repairs and lease agreements.
- Collected, recorded and deposited monthly rents from over 600 tenants.
- Collected and maintained careful records of rental payments and payment dates.
- Delivered emergency 24-hour on-call service for tenants on building issues.
Customer Service Representative
HGS, Fido
09.2018 - 03.2019
- Provided excellent customer experience to customers on inbound and outbound interactions across all channels, supervised operations involved in providing call center services in accordance with divisional policies and procedures, recorded, input, retrieved, updated, and interpreted data in customer relationship management system databases, provided day-to-day supervision, coaching, training, and monitoring of staff, ensured team achieved quality standards, evaluated team performance, provided feedback, identified skill gaps, and facilitated customer service training, completed required reporting and tracked statistics to forecast needs, recommend options, and implement changes, managed sensitive labor relations matters including hearing grievances and implementing disciplinary measures
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Promoted available products and services to customers during service, account management, and order calls.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Customer Service Consultant
Mind and Bricks Limited
06.2015 - 04.2018
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques, successfully selling property listings on several locations across the metropolis, resolved escalated concerns using professionalism and understanding of facets of the issue, trained customer service representatives through in-class and role play to ensure they develop skills for providing top-range customer solutions, developed and set up processes and procedures to reduce snags and employee downtime, acted as an advisor to the management team to ensure that recommended strategies are implemented and employees are given necessary tools to achieve customer excellence, recruited and retained the best candidates for the customer service roles through assessment, interview, and job placement, improved on feedback from the management team to track results by measuring the monthly sales outcome and customer satisfaction index
- Streamlined processes for quicker problem resolution, resulting in increased customer satisfaction rates.
- Collaborated with team members to share best practices and improve overall performance within the department.
- Mentored new hires, providing guidance and support throughout their training period for optimal effectiveness in their roles.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Enhanced team communication through regular briefings, fostering a more cohesive working environment for better productivity levels.
- Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
- Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.
- Maintained comprehensive knowledge of product offerings and company policies through continuous learning initiatives such as workshops or webinars.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Audited documentation to identify errors and documented findings for review and action.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Created and maintained detailed database to develop promotional sales.
Customer Service Manager
Propertymart Real Estate Investment Limited
05.2012 - 03.2015
- Collaborated with upper management to improve customer service processes and support structures company-wide, liaised with construction department to ensure building meets specification before final delivery, created and implemented 'Know Your Customer initiative' resulting in increased revenue, improved customer satisfaction, and increased profitability for the business, trained company staff members on customer-focused programs to improve customer service delivery and exceed customers' expectations, introduced a dispatch system for the customer service unit to facilitate prompt delivery of documents to customers, coordinated the biannual customer satisfaction survey with feedback to the management team highlighting areas for improvement, introduced a call-center unit within the customer service department to reduce communication gaps between the company and customers and to facilitate prompt payment for services
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Managed senior-level personnel working in marketing and sales capacities.
Education
Master of Arts - Managerial Psychology
University of Lagos
Lagos, Nigeria05.2016
Bachelor of Arts - Journalism And Mass Communication
Olabisi Onabanjo University
Nigeria03.2006
Skills
- 5 years of experience in property management and administration
- B(Arts) in Mass Communication, Masters in Managerial Psychology and Certifications in Accredited Residential Manager Real Estate Institute of Canada
- Highly skilled at managing and prioritizing administrative duties related to Housing and institutional operations
- Ensuring access to services and integrated supports for seniors’ tenants to realize successful tenancies
- To provide seniors with safe, well-maintained homes and improved living conditions, services and experiences interact with and support senior tenants in new ways, with the goal of ensuring seniors can age in place with dignity and in comfort
- Experienced Team Leader with expertise in supervising, Administration, training, leading, motivate, coaching and developing teams
- Strong multi-tasking, prioritization, time management and organizational skills; able to meet deadlines under pressure
- Advanced ability to de-escalate and diffuse emotionally charged and volatile situations using crisis intervention skills
- Effective and collaborative team player with the ability to take initiative and work with minimal supervision
- Computer proficiency in use of MS Office (Word, Excel, Outlook, PowerPoint); fast data entry/editing skills
- Monitors activities for safety by ensuring health and wellbeing of all participants while in program; including checking to ensure equipment used are in good condition and safely functioning
- Rent Assessment and rent reviews in accordance with Housing Service Act (HAS) guidelines Including recalculations
- Presentation Creation
- Events Coordination
- Customer Service
- Supplies Ordering
- New Hire Onboarding
- Office Administration
- Policy writing
- Staff Management
- Employee Supervision
- Executive Support
- Meeting facilitation
- Flexible Schedule
- Mail handling
- Business Administration
- Team Collaboration
- Decision-Making
- Personable and Approachable
- Team Building and Leadership
- Cross-Functional Collaboration
- Program Leadership
- MS Office
Languages
English
Full Professional
Certification
- Real Estate Sale Person License -2024
- Accredited Residential Manager- 2021
Timeline
Tenant Services Administrator
Toronto Seniors Housing
02.2023 - Current
Resident Services Agent
Concert Realty Ltd
05.2022 - 01.2023
Resident Manager
Ladco Company Limited
04.2019 - 06.2021
Customer Service Representative
HGS, Fido
09.2018 - 03.2019
Customer Service Consultant
Mind and Bricks Limited
06.2015 - 04.2018
Customer Service Manager
Propertymart Real Estate Investment Limited
05.2012 - 03.2015
Master of Arts - Managerial Psychology
University of Lagos
Bachelor of Arts - Journalism And Mass Communication
Olabisi Onabanjo University
- Real Estate Sale Person License -2024
- Accredited Residential Manager- 2021
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