Sonia Khurana

• Supported senior management and building managers in providing high level property and client care
• Coordinated with trades and contractors to action necessary repairs and preventative maintenance.
• Provided exceptional customer service as the first point of contact for clients, resolving issues promptly and maintaining strong relationships with key stakeholders.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Evaluated customer needs and feedback to drive product and service improvements.
• Arranged tenant appreciations campaigns, holiday greetings and gifts and raffles.
• Performed thorough unit walkthrough with tenants for move in and out of both residential and commercial units and provided thorough and knowledgeable orientations
• Completed thorough inspections of units to ensure readiness for handover to tenants
• Completed all leasing documents, inspection reports and photo inventory files
• Interpreted warranty documents
• Knowledge of New Home Warranty and BC Housing Residential Construction Guide
• Conducted regular reviews of operations and identified areas for improvement.
• Devised and implemented processes and procedures to streamline operations.
• Developed and implemented business administration systems, databases and recording systems to support operational delivery.
• Maintain computer and physical filing systems.

• Onboarded new software program and championed migration from prior system
• Oversee office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping
• Coordinate special projects and managed schedules.

• Monitor and evaluate personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
• Arrange corporate and office conferences for company employees and guests.
• Source vendors for special project needs and negotiated contracts.
• Draft documents in company-directed formats and fonts, maintaining exceptional style consistency.

.

• Report building and facility repairs, defects and security issues to contractors and monitored progress toward resolutions.
• Prepare reporting and documentation to support effective divisional, functional and strategic business activity.

• Represent company at internal and external forums and committees for effective corporate communication and collaboration.

• Acquired proper equipment, refreshments and supplies for meetings and supported needs of attendees.
• Coordinated training for new team members, overseeing onboarding details and designing framework for future acquisitions.
• Coached new hires on company processes while managing employees to achieve maximum production.
• Managed staff development, underperformance issues and employee relations to adopt consistent, fair and objective decision-making
• Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
• Evaluated employee records and productivity to complete employee evaluations.
• Developed standard operating procedures for all administrative employees.
• Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
• Developed and implemented business administration systems, databases and recording systems to support operational delivery.

• Managed a team of junior administrators, providing guidance and support to ensure high levels of performance and job satisfaction.
• Delegated tasks, monitored compliance and implemented performance improvement plans.
• Reduced operational costs by identifying areas for improvement and implementing cost-saving measures across the organization.
• Maintained database systems to track and analyze operational data.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Gathered, organized and input information into digital database.
• Generated reports detailing findings and recommendations.

• Collected, arranged, and input information into database system.

• Obtained a full clearance RAIC from transport Canada
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Fully trained in boarding, deboarding, and check in processes
• Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
• Worked closely with VIP passengers, with high degree of respect for privacy.

• Provided executive relocation housing services
• Assisted high profile tenants to facilitate their moving process by providing services such as furnishing their units, ordering special request groceries and arranging required utilities
• Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
• Followed up on delinquent tenants and coordinated collection procedures.
• Completed final move-out walk-throughs with tenants to identify required repairs.
• Maintained original leases and renewal documents in digital and hardcopy format for property management office.
• Verified income, assets and expenses and completed file tracking sheet for each applicant.
• Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects.
• Introduced prospective tenants to types of units available and performed tours of premises.
• Handled disciplinary actions, performance appraisals and terminations of company staff.
• Organized and participated in meetings to give residents opportunity to ask questions and provide forum for issues to be addressed.
• Evaluated and recommended changes in rental pricing strategies to remain competitive in market

• Evaluate passport applications and necessary documentation following strict security regulations; determine the issuance and processing of a passport based on policies and procedures
• Always displaying a high level of accuracy and judgement due to consequence of error and the impact of national security.
• Offering information to the public regarding, applications, time-frames, costs, procedures
  and requirements in order to obtain passport services
• Interview applicants and make entitlement decisions on passport applications based on the information obtained, as well as by interpreting and applying legislation and passport policies and procedures
• Collecting payment and setting timeline expectations once application is processed
  
• Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.

• Created documents with applicant information and verified data against database information.
• Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
• Maintained a Top Secret Security Clearance

• Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
• Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
• Answered passengers' questions and provided solutions to issues arising during flights.
• Ensure safety and comfort of customers onboard aircraft.
• Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
• Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
• Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers.
• Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
• Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
• Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
• Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
• Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
• Relayed updates and information to passengers after confirming key details with pilot and lead.
• Offered personalized assistance to children, elderly and passengers with special needs.
• Controlled entertainment for passengers through onboard video and audio systems.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.