KARUMA THARPE

• Foster a positive team environment, enhancing staff morale and productivity through open communication and regular feedback sessions.
• Analyzed customer feedback to refine menu offerings, resulting in noticeable gains in customer satisfaction and repeat business.
• Developed a staff training program that enhanced service skills, producing marked improvements in customer service ratings and employee retention.
• Express great hospitality and customer service to all customers.
• Operate multiple cash registers.
• Record and manage all incoming sales.
• Answer phone with high volume of incoming calls
• Manage multiple systems that offer delivery services
• Oversee daily operations to ensure efficient service and customer satisfaction.

• Client/Customer Support for the following brands: Apartments.com; ApartmentFinder; ForRent.com; ApartmentHomeLiving
• Manage logo, placard and reinforcement ads Production Team.
• Generate weekly metrics reports for our Specialty Teams.
• Maintained accurate records and audit/hierarchy requests with the Product Team, Apts Triage Team and Research Department, ensuring data integrity and compliance with company policies.
• Download, import and format corporate reports for Diamond Package Subscribers to create Reinforcement Ads.
• Thoroughly review and assign all submitted files/request for production.
• Train reps on updates/workflows relating to conversions/daily production in Enterprise and Web Enterprise.
• Customer Service Representative-Support Department
• Manage Fraud/Flag Cases and Issues.
• Delivered exceptional customer service by resolving inquiries promptly, resulting in enhanced customer satisfaction and loyalty.
• Partnered with team members to streamline communication processes.
• Implemented a feedback system to gather customer service representatives, driving continuous improvements in service delivery and client engagement.
• Embraced challenges with a positive attitude, promoting teamwork and motivating colleagues to achieve departmental goals.
• Led audits of customer representatives, enhancing service quality and contributing to substantial improvements.
• Handle escalation calls.
• Complete Verification of property owners and landlords using Transunion Decision Edge and TLOXP Software.
• Confirm the validity of all listings submitted to our website.
• Weekly complete reviews modification.
• Handle/assist with payment concerns and dispute requests.
• Work with Feeds Team/Sales Rep on Audited Syndicated Feed Listings(Direct Broker Feeds).
• Volunteer with CoStar Builds on Company Sponsored Functions

Pod Team Leader

• Host meetings to give team updates, encourage sportsmanship and closely engage team members.
• Lead group challenges.
• Provide collective feedback for management.

Lead Floor Warden

• Lead Safety/Security Training with all 14th Floor Representatives.
• Manage Floor Wardens duties, updates and training.
• Lead Floor Warden who receives notifications from Corporate Security Management and Building Property Management.

• Daily manage, coordinate and assist all Inside Sales Account Managers with the following tasks: Submission of new contracts, customer cancellations, renewal contracts, billing concerns, customer revisions and Property Management Company-concerns.
• Work calmly and proficiently in a deadline driven environment.
• Managed production schedules for multiple publications.
• Manage Excel and Google spreadsheets for daily activity for Inside Sales Account Managers, Data Entry Personnel and Upgraded package levels.
• Monthly manage excel billing reports for all of the Inside Sales Account managers-individual customers/accounts. Ensure that they receive their proper commissions and reports are 100% accurate.
• Create and assign JIRA tickets to Data Entry Personnel, for customer service assistance(s).
• Provision tracking numbers and enter email addresses for leads for community advertisement.
• Assist National Account Managers with monitoring, editing and updating Property Management Company-communities in various market areas.
• Manage ApartmentFinder communities in AMS (Advertising Management Systems).
• Proficiently and Efficiently build online ads for advertising, ensuring that all ads 'POP' in order to receive a sufficient amount of leads while advertising with ApartmentFinder.
• Online research using Google and Bing-to gather and search community websites, social media pages and Google+ pages for elements to build online ads for advertising.
• Create JIRA tickets with IT for all issues that are needed to be addressed such as: Property Management Company changes, Community name changes, error when tracking numbers are not operating correctly, elements not properly showing online at ApartmentFinder.com, communities issues when they are part of a mass import-data feed or any concerns that any Managers or Data Entry Personnel may have.

• Worked calmly in a deadline driven environment and set/monitor priorities for multiple publications.
• Liaison for communication of all production issues for the Custom-Style Real Estate Publications with IT Department, Custom Publications Account Manager, General Manager and The Finishing department.
• Coordinated the production schedule for multiple publications, achieving substantial improvements in adherence to deadlines and client satisfaction.
• Proficiently Manage the monthly/yearly calendar-to incorporate all of the custom publications, from beginning of production, continuing to sending the books to the finishing department to be plated and printed.
• Provided constructive feedback to Account Managers, fostering a collaborative environment that strengthened client relationships and project outcomes.
• Created workflow manuals for all Custom Style Real Estate Publications.
• Developed and updated Photoshop presets and templates, optimizing design efficiency and ensuring consistency across all custom publications.
• Provided a 'collect for output' files for a few publications.
• Generate High Resolution files to be outsourced.
• Processed Quark files through Powerscript.
• Analyze and solve any errors that may occur.
• Maintained high-quality standards for all publications by meticulously checking logos and ads, resulting in flawless final products.
• Processed all the pdfs through Synapse Prepare.
• Fix any errors found on the error report that Synapse Prepare creates.
• Provide the production team with books to complete for production.
• Monthly Archived files for all the Real Estate Books.
• (Real Estate Custom-Style Publications)

• The Real Estate Book Publications
• The ApartmentFinder Publications
• Designed compelling visual content for campaigns, boosting client engagement and enhancieng brand visibility across multiple channels.
• Worked calmly and proficiently in a deadline driven environment.
• Exceeded the expected production level goals.
• Processing Quark files abiding various layouts and the production of print media and publications.
• Process all the elements submitted via Disk for production.
• Separate all the elements (Quark Pages, Logos, PDFS) submitted.
• The entire production process includes the following:
• A. Responsible for downloading data files, images, and pdfs from customer's ftp site, to process through the glu-on process for production.
• B. Process, critique, and edit data files to be generated and transformed into SAS files, for production. Preflight
• The SAS files created to ensure there are no invalid text codes, no invalid text characters, or no invalid file processing-due to incorrect submission from the customers.
• Process 3,000+ images for production
• Create, Recreate, and Retouch logos/maps when needed.
• Create custom ads for a few publications, and for recruitment shows-when requested.
• Combine all elements to complete an entire Real Estate Publication, and provide proofs for the customer(s) to review. Once all elements are combined, I create a pagination spreadsheet to accommodate the customer's request for book page totals.
• Prepared Files for Electronic Publications for the Custom-Style Real Estate Publications.
• Prepared Files to include: Taking all the approved pages that are converted to High Resolution pdfs and combining all the pdfs in the correct format to be viewed by customers-via Internet.

• Monitored production metrics to identify inefficiencies, implementing solutions that led to noticeable gains in operational efficiency.
• Fostered teamwork among departments to streamline processes, resulting in improved communication and faster problem resolution.
• Streamlined audits, order verification processes, enhancing accuracy and reducing errors, leading to improved customer satisfaction.
• Assist in grouping large quantity of orders for production according to their paper stock, quantity and ink specifications.
• Prepare and print production schedule.
• Answered multiple phone lines.
• Daily scan customer logos and camera ready art.

• Coordinated production schedules to ensure timely project completion, achieving substantial improvements in workflow efficiency.
• Responsible for billing invoices to all customers.
• Maintained accurate Accounts Receivable/Payable records, facilitating seamless financial operations and fostering trust with clients.
• Organize front and back office duties.
• Pre-organized the packages for all incoming orders.
• Assisted in organizing graphic layouts, contributing to a collaborative environment that ensured high-quality outputs for customer orders.
• Prepare documents/typesetting to be sent to Service Bureau's for outputting of Artwork.
• Answer multiple phone lines using AT&T Merlin Phone System.
• Responsible for typesetting, proofreading, matching fonts, leading and kerning on all orders to ensure 100% customer satisfaction.
• Periodically collate and staple large quantity of jobs that required bindery.
• Manage and weekly prepared invoices of all customers.
• Contact customers concerning past due invoices of 30 days and more.
• Prepared detailed status reports.
• Daily scan customer logos and Camera Ready Art.

• Received Army Achievement Medals/Certificates for Exceptional Service.
• Managed personnel actions for over 600 soldiers, ensuring timely processing of promotions and awards, leading to enhanced morale and operational efficiency.
• Managed personnel records and ensured compliance with Army regulations.
• Assisted in supervising three clerical assistants, fostering a team-oriented environment that improved workflow and accountability in personnel management tasks.
• Responsible for keeping Military Personnel Records up to date.
• Met all requirements and deadlines for several tasks.
• Streamlined personnel record management, resulting in reduced processing times and improved data accuracy across units.

Mogadishu, Somalia (March 1993-December 1993)

• Received the National Defense Medal
• Demonstrated strong communication skills while addressing soldiers' concerns, ensuring a supportive environment that enhanced trust and cohesion within the unit.
• Held responsible for making sure that all soldier's were accounted for daily.
• Completed weekly vehicle inspections/equipment inventory.
• Assisted in training soldier's for tactical situations.
• Continuously motivated and reassured soldiers to maintain safety and teamwork.
• Handled all personnel actions, family concerns/questions while being overseas.
• Participated in all events hosted to ensure teamwork.