Anastasiia Zheliabina

• Manage front desk operations for a luxury residential property, serving over
250+ residents.
• Handle 25+ daily inquiries and requests, consistently maintaining
satisfaction.
• Administrate resident access control by programming key cards through Dormakaba software, ensuring secure and efficient building entry.
• Perform detailed move-in and move-out inspections to support damage claims and maintain property standards
• Coordinate logistical needs, such as bookings for freight elevators, to facilitate smooth move-ins, move-outs, and deliveries.
• Assist with planning and executing resident events, increasing community engagement.
• Compiling comprehensive resources on local restaurants and delivery options for residents' convenience.
• Support social media content creation and property communications.

• Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
• Supported executive staff through scheduling meetings and preparing crucial documents.
• Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
• Improved document organization with thorough file maintenance.
• Organized office events such as team-building activities, promoting a positive company culture and boosting employee morale.

• Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
• Managed customer contact center with 9 support representatives.
• Tracked KPIs and created continuous improvement plans.
• Wrote and published standards and practices for support team members.

• Enhanced customer satisfaction by promptly addressing complaints and providing effective solutions.
• Reduced default rates by 14% through root cause analysis.
• Monitored activities and supporting systems to meet compliance regulations.
• Provided compliance regulations training for over 80 members of the customer service department.

• Collected, verified and analyzed consumer financial data
• Streamlined support processes for improved efficiency and faster response times to customer concerns.
• Reduced loan processing time by 20% by developing standardized documentation procedures.
• Enhanced customer satisfaction with timely and accurate loan processing, maintaining clear communication throughout the process.
• Assisted in training junior loan processors, resulting in increased productivity across the team.
• Reduced risk exposure by diligently evaluating borrowers'' creditworthiness and financial stability.