Senior Executive - Customer Engagement

Serve as a key point of contact for residents, building strong relationships and proactively providing personalized support. Lead day-to-day customer center workflows, coaching, and quality monitoring while resolving complex escalations and ensuring issues are handled professionally. Use CRM, knowledge bases, and omni-channel platforms to log interactions and drive first-contact resolution. Report on walk-in performance metrics and continuously improve digital service delivery to raise CSAT, quality, and efficiency.