Manuel M.

PROFESSIONAL EXPERIENCE

Assistant Property Manager

Relay Human Cloud | San Pedro Sula, Honduras | Oct 2023 - Jan 2026

• Received, logged, tracked, and managed maintenance and service cases from intake through closure, ensuring accurate documentation and timely resolution.
• Coordinated with vendors, contractors, and handymen to schedule and execute maintenance and repair work, maintaining service quality and adherence to timelines.
• Maintained continuous communication with clients, vendors, and internal teams to ensure compliance with service requirements, cost controls, and operational deadlines.
• Created, issued, and managed Purchase Orders (POs) and processed Change Orders in accordance with client requests, project needs, and approved budgets.
• Requested, reviewed, compared, and managed service and material quotations to support cost-effective operational decisions.
• Handled incoming reception calls, effectively routing service requests and inquiries to the appropriate departments.
• Managed invoice processing for purchases and recurring services across four properties, ensuring accuracy, proper documentation, and timely completion.
• Generated, reviewed, and processed weekly security service invoices, verified timecards for payroll accuracy, and prepared receipts based on hours worked.
• Oversaw weekly internal processing of marketing invoices, ensuring accurate documentation and timely printing.
• Conducted property quality assurance activities, including document verification, monitoring past-due cases, reviewing guest forms, and ensuring compliance with case quotas.
• Tracked, documented, and monitored interior and exterior lighting malfunctions across properties to facilitate timely repairs and maintenance.
• Compiled, maintained, and distributed expense allocation reports for all four properties to support financial tracking and reporting.
• Processed and filed quarterly health department inspection reports, issued default notices for regulatory violations, and ensured tenant compliance.
• Created and submitted service cases with accurate information to support credit adjustments and billing requests.
• Drafted and issued tenant inspection letters upon request from Property Managers.

Operations Supervisor

Itel CX | San Pedro Sula, Honduras | Oct 2021 - Dec 2022

• Supervised and monitored agent performance, ensuring adherence to quality standards, response times, and key metrics.
• Conducted call monitoring, provided feedback, and trained new hires while offering ongoing coaching on processes, products, and services.
• Managed payroll, reviewed agents' working hours, and ensured accurate records for compensation purposes.
• Received and reviewed medical leave requests, presenting them to HR for further processing.
• Addressed and resolved escalated customer issues, ensuring customer satisfaction and retention.
• Generated and analyzed performance reports, identifying trends and areas for improvement.
• Ensured compliance with company policies, regulatory requirements, and privacy/security protocols while fostering a positive work environment.

Customer Service Agent

BPO | San Pedro Sula, Honduras | Jan 2019- Sept 2021

• Provided customer support by answering inquiries, resolving issues, and ensuring prompt service.
• Maintained client telephone services and offered technical support to enhance communication efficiency.
• Oversaw tracking, dispatch, and coordination of deliveries to optimize logistics operations.
• Inspected and managed food, utility, and product deliveries while handling replacements for damaged or missing items.
• Assigned transporters and resolved shipment issues to ensure timely and accurate order fulfillment.