Manuel M.
Administration , Customer Success , Information Technology , Leasing , Operations , Property Management , Sales
(214) GO-RELAY / (214) 467-3529
Careers@RelayHumanCloud.com
San Pedro Sula, Honduras
SKILLS
- Yardi
- Microsoft 365 Package
- Brava Systems (Stemmons)
- Google Workspace
EDUCATION
Bachelor of Business Administration
National Autonomous University of Honduras (2017 - Present)
LICENSES & CERTIFICATIONS
- Microsoft Business Applications
ASSESSMENTS
PERSONALITY
ISFP-T
People with ISFP as a personality type are artistic and expressive. They tend to have open minds, approaching life, new experiences, and people with grounded warmth.
PROFESSIONAL SUMMARY
A professional with expertise in property operations, tenant relations, and team supervision. Skilled in lease administration, payroll management, and performance monitoring to ensure efficiency and compliance. Adept at training staff, resolving escalated issues, and optimizing workflows. Committed to enhancing tenant satisfaction and operational success.
PROFESSIONAL EXPERIENCE
Assistant Property Manager
Relay Human Cloud | San Pedro Sula, Honduras | Oct 2023 - July 2025
- Managed invoice processing for purchases and recurring service payments across four properties, ensuring accuracy and timely completion.
- Generated and reviewed weekly invoices for security services, verified time cards for payroll accuracy, and created receipts based on hours worked.
- Oversaw the weekly internal process for marketing invoices, ensuring correct and timely printing.
- Conducted property quality assurance by verifying document accuracy, monitoring past-due cases, reviewing guest forms, and ensuring compliance with case quotas.
- Tracked and maintained records of reported interior and exterior lighting malfunctions within the mall to facilitate timely repairs.
- Compiled and managed expense distribution reports for all four properties.
- Processed and filed quarterly health department inspection reports, issued default letters for regulatory violations, and ensured tenant compliance.
- Created and submitted cases with accurate information for credit or 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.
