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Stefano O.

Administration , Customer Success , Operations , Property Management , Sales

call   (214) GO-RELAY / (214) 467-3529

email   Careers@RelayHumanCloud.com

home   San Pedro Sula, Honduras


SKILLS

  • Yardi
  • Farelogix
  • Galileo
  • Sabre
  • Kustomer
  • Five9
  • Injixo
  • 8x8
  • Verint
  • Amazon Connect
  • Microsoft Excel
  • Tia Portal

EDUCATION

Computer and Information Science

Morazán Technical Institute

LICENSES & CERTIFICATIONS

  • Microsoft Business Applications

ASSESSMENTS

CORE SKILL English Aptitude GeneralAdministration 0 100

PERSONALITY

ENTJ-A

Extraverted Introverted Intuitive Observant Thinking Feeling Judging Prospecting

People with ENTJ as a personality type are natural leaders. They are charismatic and confident, driving teams toward common goals with strategic thinking and discipline.

PROFESSIONAL SUMMARY

A results-driven Sales Specialist with a proven track record of identifying customer needs, delivering tailored solutions, and driving revenue growth. Skilled in building strong client relationships, managing the sales process from prospecting to closing, and leveraging CRM tools to optimize customer interactions. Adept at analyzing market trends, negotiating contracts, and collaborating with cross-functional teams to achieve business objectives. Recognized for exceptional communication, problem-solving, and consultative selling techniques that enhance customer satisfaction and long-term retention. Committed to contributing to organizational success through strategic sales initiatives and a customer-centric approach.

PROFESSIONAL EXPERIENCE

Assistant Property Manager

Relay Human Cloud |  San Pedro Sula, Honduras l Apr 2025 - Present 

  • Handled tenant maintenance concerns including room, cleaning, climate, and access issues.
  • Scheduled tenant and staff conference room reservations.
  • Managed Make Ready processes by coordinating vendor bids and services.
  • Prepared Welcome Letters for new tenants, promoting a positive move-in experience.
  • Responded to Tenant Portal support requests for activation, payment setup, and troubleshooting.
  • Sent out Customer Alert Emails regarding urgent building matters and scheduled maintenance.
  • Investigated and resolved NSF cases through direct communication with tenants.
  • Conducted service satisfaction calls to ensure quality standards were met.
  • Utilized Yardi to confirm rent policies, create monthly statements, and oversee payment activity.
  • Ensured tenant billing accuracy through careful lease ledger maintenance.
  • Reviewed late fee waiver requests and coordinated necessary approvals.
  • Organized maintenance project scheduling and facilitated vendor-tenant coordination.

Workforce Analyst

Allied Global |  San Pedro Sula, Honduras l Jun 2024 - Dec 2024

  • Managed agent schedules using workforce management tools such as Five9, Injixo, and 8x8, ensuring optimal staffing levels.
  • Generated and maintained daily attendance reports to track workforce efficiency and adherence.
  • Conducted adherence follow-ups, addressing schedule deviations and ensuring compliance with operational guidelines.
  • Processed voluntary time off (VTO) and overtime (OT) requests, balancing business needs and agent availability.
  • Acted as a liaison between operations teams and North American client partners, including DGA Auto, Q-Link Wireless, StandUp Wireless, and 360 Insights.
  • Facilitated cross-functional communication through meetings, chat, and email to align workforce strategies with client expectations.

Global Support Specialist

Allied Global | San Pedro Sula, Honduras  l Aug 2023 - Jul 2024

  • Addressed customer inquiries, resolved issues, and managed concerns related to airline reservations using GDS systems such as Farelogix, Galileo, and Sabre.
  • Utilized CRM tools like Kustomer to provide customer support, process ticket exchanges, and handle manual cancellations.
  • Managed back-office queue cases, ensuring accurate and timely resolution of reservation-related requests.
  • Communicated with airline partners via phone, email, and OSI requests through GDS systems to coordinate booking modifications and resolve travel-related concerns.

Customer Care Representative 

Allied Global | San Pedro Sula, Honduras l Jan 2023 - Aug 2023

  • Managed customer inquiries, addressed concerns, and resolved issues related to hotel and rental car reservations, both on-site and before check-in/pick-up dates.
  • Coordinated with customers and travel partners to ensure seamless booking experiences and issue resolution.
  • Provided technical support for customer accounts, assisting with login issues, profile updates, and booking modifications.
  • Oversaw refund and chargeback processes, ensuring compliance with contractual terms and policies.
  • Resolved inconveniences by processing requests in alignment with reservation agreements and company policies.