Summary
Overview
Work History
Education
Skills
Professional Development
Timeline
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Janay Halton

Savannah

Summary

Results-driven Senior Analyst with a strong background in customer service, analytics, and operational excellence. Recognized for delivering innovative solutions, mentoring team members, and optimizing processes to exceed performance goals. Adept at resolving complex issues, driving cross-functional collaboration, and fostering a culture of partnership and continuous improvement. Skilled in analyzing KPIs, implementing automation initiatives, and enhancing customer satisfaction through strategic problem-solving and leadership. Seeking to leverage my expertise in a dynamic environment that values innovation, efficiency, and impactful decision-making.

Overview

8
8
years of professional experience

Work History

Senior Analyst

Compass
03.2024 - Current
  • Lead department OKRs by ensuring agents receive timely, professional, and accurate support
  • Resolve complex inquiries and escalate issues as needed, leveraging team resources and collaborating across departments to maintain SLAs
  • Serve as a senior subject matter expert, delivering best-in-class customer support with a solutions-driven approach
  • Mentor team members through cross-training, knowledge-sharing, and exemplary leadership to foster a collaborative and high-performing team culture
  • Analyze KPIs and identify process improvement opportunities, driving automation and efficiency in invoicing and incentive operations
  • Manage cross-functional projects with stakeholders in CS, P&E, Accounting, and Deal Desk to address pain points and improve processes
  • Develop and present operational dashboards and metrics for leadership and team meetings
  • Successfully enhanced SLA adherence and agent satisfaction through strategic process improvements
  • Spearheaded cross-functional initiatives to streamline workflows and address systematic pain points

Analyst

Compass
09.2022 - 03.2024
  • Provided professional and efficient support to agents, resolving inquiries related to invoicing, incentives, and transaction coverage
  • Managed and resolved Tier 4 and Tier 5 tickets, ensuring compliance with SLAs and delivering accurate resolutions
  • Supported transaction operations by executing one-time and recurring incentive payments in alignment with contractual agreements
  • Created and maintained clear process documentation to streamline team workflows and enhance knowledge-sharing
  • Identified and tracked common trends in customer inquiries and collaborated with leadership to implement resolutions
  • Contributed to team projects, including process enhancements and cross-departmental initiatives to optimize performance
  • Contributed to process optimization projects that enhanced team productivity and agent satisfaction
  • Consistently met and exceeded SLA expectations for ticket resolution

Agent Expert-Customer Service

Compass
09.2021 - 09.2022
  • Solely managed customer service inquiries through HelpScout, delivering accurate and timely support to agents
  • Acted as the first point of contact for agent-related issues, demonstrating professionalism and a strong problem-solving attitude
  • Documented interactions to maintain accurate records and ensure a consistent and high-quality customer experience
  • Identified recurring issues and collaborated with team members to recommend solutions to improve agent satisfaction
  • Built a reputation for efficiency and professionalism, setting a foundation for promotion to Analyst

Property Manager

CAF Management
08.2019 - 09.2021
  • Managed day-to-day operations for a 326-unit Class A property, achieving and maintaining stabilization of 97% occupancy
  • Built and maintained resident and vendor relationships, oversaw budget adherence, and ensured excellent community standards
  • Trained under a Regional Manager to gain multi-unit management experience, including property inspections and region-wide training meetings
  • Consistently achieved top company rankings, including a 96% Secret Shopper score and increased renewal retention by 28%
  • Enhanced social media presence and local outreach, contributing to occupancy growth and community engagement

Assistant Manager

CAF Management
06.2017 - 08.2019
  • Managed rental collections, vendor scheduling, and community operations during renovations for a 388-unit property
  • Reduced delinquency rates and successfully collected outstanding balances, improving the financial health of the property
  • Trained new employees on company policies and systems, enhancing team performance

Leasing Consultant

CAF Management
07.2016 - 06.2017
  • Delivered exceptional leasing services, achieving an 80% closing ratio and increasing occupancy for property sale
  • Developed creative outreach marketing strategies to boost community engagement and drive traffic

Education

Distinguished Achievement Diploma -

Allen High School
Allen, TX
06.2016

Skills

  • Team Leadership & Mentorship
  • Strategic Process Improvement
  • KPI & SLA Analysis
  • Customer Service Excellence
  • Automation & Efficiency Implementation
  • Budget Management
  • Marketing Strategy Development
  • Microsoft Office Suite (Excel, Word, PowerPoint, etc)
  • RealPage
  • HelpScout
  • Zendesk
  • Confluence
  • Data Analysis
  • Performance Monitoring
  • Stakeholder Communication
  • Budget Planning
  • Metric Tracking
  • Analytical Thinking
  • Process Improvements
  • Project Management
  • Deadline Adherence
  • Root-Cause Analysis
  • Documentation and Reporting
  • Data Research and Validation
  • Process Enhancement
  • Workflow Analysis

Professional Development

  • Leasing Seminar, 2017, Rick Ellis
  • LEASEMAKERS Comprehensive Leasing, 2019, Rick Ellis
  • Customer Service Webinar, 2020, Rick Ellis
  • "The Resident is NOT the Problem" Training, 2020, Rick Ellis
  • Leadership Seminar, 2023
  • Excel Training, 2023

Timeline

Senior Analyst

Compass
03.2024 - Current

Analyst

Compass
09.2022 - 03.2024

Agent Expert-Customer Service

Compass
09.2021 - 09.2022

Property Manager

CAF Management
08.2019 - 09.2021

Assistant Manager

CAF Management
06.2017 - 08.2019

Leasing Consultant

CAF Management
07.2016 - 06.2017

Distinguished Achievement Diploma -

Allen High School

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Janay Halton