1. SANDY MARASIGAN
1350 Veale Ave • Martinez, California Zip 94553
(925) 7231600 • Email:sandralynn9811@gmail.com
— CUSTOMER SERVICE PROFESSIONAL —
Customer Service Supervisor ~ Project Manager ~ Trainer ~ Property Manager
Resultsoriented, accomplished project management and customer service professional
with a 15 year record of achievement and demonstrated success enhancing client
satisfaction while simultaneously boosting efficiencies and bottomline results.
Adept at maximizing the impact of training programs, optimizing resources, forming mutually
beneficial partnerships, and creating comprehensive customer service initiatives. Proven
trainer who mentors team members. Demonstrated ability to learn and teach new concepts,
easily adapt to change and manage multiple simultaneous tasks. Effective team builder and
leader who understands the necessity to develop and train an effective staff
CORE COMPETENCIES
♦ Training and Mentoring ♦ Customer Relationships ♦ NPS Client Management
♦ Project Management ♦ Team Building ♦ Workflow Planning
PROFESSIONAL EXPERIENCE
MidPen Housing, Fairfield, California 4/13/2016 5/30/2016
Community Manager Sunset Creek Apartments Temp assignment extended twice
MidPen Housing is a nonprofit organization that develops highquality affordable housing
communities, professionally manages the properties and provides services to residents.
● Annual recertification interviews, schedule income verification appointments, prepare all
documents in compliance with Federal Tax Credit Laws, prepare and process lease
agreements and maintain housing waitlist
● Manage the completion of recertifications, welfare exemption documents,
● Management Occupancy (MOR) and Tax Credit Allocation Committee (TCAC) reviews
● Issue notices, schedule vacancies and prepare and monitor turnover forms
● Manage the collection of rents, completion of security deposits
● Inspect property and identify maintenance and security issues
● Coordinate maintenance inspections with facilities staff and ensure work orders are
processed in a timely manner
● Maintain resident and property files without compromising confidential information
● Maintain a working relationship with local law enforcement and emergency agencies
● Prepared for move in and move out of residents.
● Supervise maintenance, landscaping, and construction personnel
● Rent collection, bank deposits, issuing late notices, 3 Day notices, Lease Violations.
● Responsible for making sure all properties were rented in a timely manner
● Communication with tenants regarding questions and complaints and resolved issues
2. SANDY MARASIGAN PAGE TWO
(Professional Experience Continued)
GTR Holdings, Pleasant Hill, California
Property Manager 8/20125/2016
● Responsible for supervising 40 HUD Section 8 apartment units and single family homes,
profiling tenants and in charge of move in moving out procedures.
● Responsible for supervising maintenance staff, and construction crews. Scheduling and
accounts payables
● Strong abilities in profiling tenant, rent collection, in charge of rent roll and bank deposits
● Handled all legal and financial aspects of rental property with extensive communications
with law enforcement.
● Responsible for making sure all properties were rented in a timely manner
● Communication with tenants regarding questions and complaints and resolved issues.
Choicelunch, San Ramon, California 10/2009 – 12/2014
A San Ramonbased company committed to making it simple for busy families to live better and
eat well – serving lunch for 60,000 families throughout California.
Supervisor – Customer Service
● Recruited, hired, trained and mentored a worldclass team of customer service professionals
as well as all new employees for 5 locations.
● Managed relationships for B2B – increased client retention and increased new clients
● Strong ability to diffuse escalated situations – managed client escalations for organization
● Performance Management – tracked staff performance to boost operational efficiency
● Project Manager Developed project scope, timeline, budgets and manpower requirements
Senior Customer Support –
● Resolve product and client issues by utilizing extensive product knowledge and
troubleshooting for resolution.
● Orchestrated team training sessions to ensure compliance with all corporate policies, rules,
regulations and software releases.
● Project Manager Developed project scope, timeline, budgets and manpower requirements.
● Mentor all levels of customer service team, training for all new employees for 5 locations.
● Delivered superior client support by acting as a key technical support resource to staff,
clients and sales staff.
● Instituted revenue boosting initiatives.
● Managed all payments, refunds, and accounting issues.
● IT Support for end users Help desk support for website and mobile apps.
● Answered multi line phones, live chat, and emails ticket volume 100+ a day.
3. SANDY MARASIGAN PAGE THREE
(Professional Skills Continued)
Black Tie Transportation, Pleasanton, California 4/19969/2009
Provides a world class customer service experience for global transportation.
Manager Customer Support
● Tracked departmental, project and staff metrics through diligent analysis of deliverables.
● Responsible for hiring, training incentive programs and disciplinary requirements for all
reservations and dispatch staff.
● Project Manager Developed project scope, timeline, budgets and manpower requirements.
● Trade Show Representative, PR and Marketing – pricing and new advertisements.
● Ensured the delivery of excellent customer service in a call center and walk in environment.
● Managed reservations, dispatch, accounting, and payroll for the organization.
● Collaborated with other departments such as Accounting, Operations, Product
Development, and Sales to research and resolve customer and internal inquiries.
● Reviewed and reconciled procedures for streamlining workflow and enhancing efficiency.
● Responsible for Emergency Services, 24X7
● Answered multiline phones and emails in a call center environment 100+ per day and
diffused all escalated issues related to reservations, dispatch, billing, and accounting.
● Applied all payments and managed all cash transactions, discounts, and refunds.
● Set up worldwide corporate travel, flights, hotels, and private car service.
● Managed all corporate accounts, made on site visits as needed throughout the US.
Additional Experience includes: DOT Permitting, Finance Manager, Medical Billing and
Coding, Surgery Scheduler at Robert Singer & James Cohn, MD’s and Finance Manager,
Patient Financial Coordinator, Medical Billing and Coding, and Appointment Scheduler at
Medcenter Urgent Family Care. Over 5 years at each locationDetails on request. 3Years
Property Management, Tax Credit Properties, Section 8, HUD Regulations.
15 years experience in Senior Patient Services Coordinating weekly activities for Seniors
residing in an Ambulatory Home Health Care setting, as well a visiting and communicating with
patients with alzheimer's, dementia, and mental illness. Providing activities, social services and
resources specific to the lifestyle of each resident, Finding the best health, housing, and
medical alternatives for all patients as a group and individually. Helping patients with financial
issues, Homelessness, drug and alcohol addiction. Additional experience finding drug and
alcohol resources for teens and adults.
TECHNICAL SKILLS
MS Office Excel, Word, Powerpoint, Boston Post, Zendesk, SalesForce, ACD, Avaya, Witness,
Remedy, Vantive, Clarify, CRM, MS Windows / 2000 / XP Professional / Vista Operating
Systems, MAC OS, PMP Certification Training, Medical Terminology, ICD9 Coding, cash and
credit card processing. PMP Project Management Professional Certified, DOT Regulations and
Permitting, Property Management, HUD Regulations, TCAC, Sales, Marketing, website
evaluation and improvement to captivate additional customers. Ability to handle escalate issues
and retain customers for life.
