Nohemi Torres Ochoa
Business Administration And Customer Services Coach
TLAJOMULCO DE ZUNIGA,JAL
Summary
Customer Service Professional experienced in hospitality, financial institutions, sales, and property management. Achieved organizational growth through strategic management and development of effective business strategies. Focused on optimizing processes, driving team performance, and fostering a positive team culture aligned with organizational goals.
Overview
3
3
Languages
24
24
years of professional experience
Work History
Director of Resident Services and Leasing
Suite Liv'n
04.2025 - Current
- Directed property operations, aligning leasing, resident services, and maintenance workflows with service standards.
- Led staff performance management, coaching teams to improve consistency and accountability.
- Oversaw resident communications, resolving escalations with timely, professional follow-through.
- Implemented process improvements for scheduling, reporting, and day-to-day operational coordination.
- Reviewed occupancy and service trends, guiding decisions that supported revenue and retention goals.
- Coordinated cross-functional initiatives across sales, operations, and support teams to streamline execution.
- Established team procedures and service expectations that strengthened efficiency and client experience.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
Multi-Family Resident Services Coach
Evernest Property Management
01.2024 - 04.2025
- Trained new hires on Resident Services internal processes, providing daily support to ensure excellent customer service via written communication and phone.
- Coached team members on best practices for customer service and streamlined company processes and workflows.
- Acted as first point-of-contact for Resident Services from leadership.
- Conducted daily, weekly and monthly audits to the team on any outstanding tasks, and KPI goal performance.
- Led Leadership Meetings in the Multi-Family Region and held meetings outside with the team when needed.
- Creating or enhancing written processes for the department to-dos in Notion.
- International Team Member
- Maintained lease compliance by following community guidelines and property policies.
Resident Services Specialist
Evernest Property Management
01.2020 - 01.2024
- The Resident Communication Specialist is on the front-line in dealing with all our residents. I was the voice in handling all communication to & from our residents.
- Executed lease renewals and managed move out processes.
- Handled communication of all delinquencies and evictions, following up weekly to maintain the delinquency percentage.
- This position also requires fact-based decision making and attention to detail, especially identifying all important clauses from a lease agreement in order to understand when tenant/landlord was complying or not.
- Provided a continuation of renewing leases and processed move outs when requested.
- Solicited google reviews from residents to enhance company rating and support sales team in increasing owner agreements.
- Contributed to international team efforts by supporting communication and coordination.
Customer Service Retention
AT & T
08.2019 - 02.2020
- As a Customer Service Retention Specialist, I was in charge of answering incoming calls only from USA clients for this phone company and assist in their inquiries on the phone services not working, troubleshooting, enhancing their packages and conducting sales to provide more equipment or up-to-date plans. Focused on decreasing cancellation rate by effectively retaining customers calling to cancel, offering tailored plans to meet their needs. Recognized as Top Performer for 6 months, receiving awards including a mountain bike and tablet. Was working double duty: working during the day at Call Center, and working graveyard in Language Line Interpreting Services mentioned above.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Bilingual Interpreter
Language Line Solutions
07.2018 - 02.2020
- Provided interpretation services for various organizations, including hospitals and government agencies, maintaining accuracy and neutrality in all interactions.
- Interpreted live conversations accurately across medical, legal, and business settings.
- Delivered consecutive and simultaneous interpretation during high-volume call sessions.
- Applied specialized terminology to maintain clarity and meaning across languages.
Sales Account Executive
Scotiabank
04.2015 - 05.2018
- As a Sales Account Executive within the financial banking institution, I assisted actual clientele, as well as looked for new ones to increase the organization´s goals. Conducted daily cold calls and followed up with warm calls based on branch-supplied lists of potential sales. Provided a range of financial products, including credit cards, loans, mortgages, car loans, and investments, to meet client needs. Never forgetting to improve our clients’ financial needs as well as the company´s.
- Cultivated client relationships to identify banking needs and recommend tailored account solutions.
- Managed sales pipeline through CRM updates, follow-ups, and timely client engagement.
- Developed new business by cross-selling deposit, credit, and lending products.
Sales Account Executive
MAXXIS Tires
08.2014 - 02.2015
- Found new customers and assisted existing customers with exceptional and courteous service by providing solutions and meeting their daily, weekly, and monthly product demands.
- Developed client relationships and identified banking solutions aligned with sales objectives.
- Managed account portfolios, ensuring accurate updates and timely follow-up on opportunities.
- Collaborated with internal partners to coordinate credit, service, and product requests.
Teller/ Clerk
HSBC Mexico Financial Group
07.2013 - 07.2014
- As a Service Executive Clerk, my main function was to provide all the customers and users of financial services and products directly from the bank cash window, through efficient personalized attention and teamwork within all the employees from the department and division. Handled various operations aligned with institutional goals, adhering to established policies, procedures, and legal requirements.
- Processed cash deposits, withdrawals, and transfers with consistent accuracy
- Balanced daily cash drawers and resolved discrepancies promptly
- Verified customer identification and completed transaction compliance checks
Financial Loan Executive
Firme Plus Mortgage Co.
02.2012 - 01.2013
- A radical change within my professional development, but continuing to offer support services to the customers and clients, as well as offering financial advice and solutions in choosing the best economic option available in Firme Plus with short and medium-term projects in order to help them fulfill their family needs in an easy, safe and much cheaper way. Firme Plus Group offered the best available credit loans for home or land purchasing and providing with real savings on our customers' finances.
- Directed mortgage operations, aligning loan workflows with underwriting, compliance, and closing requirements.
- Coordinated with loan officers, processors, underwriters, and closing teams to maintain accurate file movement.
Management Assistant
Danisco Mexico
02.2007 - 02.2012
- This was a job with high high-demanding needs and trustworthy and respectful management and administration directly to the General Director and Operational Executives worldwide; with personalized attention, controls and report generating. Assisted Human Resources, Product Service, and Operations departments, fostering collaboration across teams. Demonstrated strong organizational and leadership skills, ensuring effective control planning to maintain professional service standards in a global company.
- Coordinated executive calendars, meetings, and travel arrangements with precise attention to schedule conflicts.
- Managed correspondence, reports, and confidential records using accurate administrative documentation standards.
Concierge / Guest Service
Las Hadas Golf Resort & Marina
11.2002 - 02.2007
- Engaged with diverse guests, adapting to their unique personalities and needs, enhancing overall guest experience. This prepared me to take on intelligent decisions and take corrective actions in order to take on challenging situations offering high quality and efficient solutions at all times. Ensured guest satisfaction as a top priority, contributing to the lasting reputation of Las Hadas Hotel. I provided the guests with personalized services and friendly attention in a comfortable manner and environment. Created memorable experiences for guests, ensuring their time at the hotel became cherished memories. Perfectly oriented and well balanced administration and solutions for all types of clientele.
- Coordinated guest arrivals, departures, and special requests to ensure seamless resort service.
- Arranged dining reservations, marina services, and local excursions based on guest preferences.
- Resolved guest concerns promptly, maintaining high service standards and strong satisfaction.
Education
BBA - Business Administration
Universidad Vizcaya De Las Americas
Manzanillo, Colima, Mexico 05.2001 -
Skills
Escalation/Complaint Management
Customer satisfaction
Goal-Oriented Leadership
Phone and email communication
Verbal and written communication
Operational coordination
People management
Customer satisfaction
Complaint management
Call metrics
Communication skills
Timeline
Director of Resident Services and Leasing
Suite Liv'n
04.2025 - Current
Multi-Family Resident Services Coach
Evernest Property Management
01.2024 - 04.2025
Resident Services Specialist
Evernest Property Management
01.2020 - 01.2024
Customer Service Retention
AT & T
08.2019 - 02.2020
Bilingual Interpreter
Language Line Solutions
07.2018 - 02.2020
Sales Account Executive
Scotiabank
04.2015 - 05.2018
Sales Account Executive
MAXXIS Tires
08.2014 - 02.2015
Teller/ Clerk
HSBC Mexico Financial Group
07.2013 - 07.2014
Financial Loan Executive
Firme Plus Mortgage Co.
02.2012 - 01.2013
Management Assistant
Danisco Mexico
02.2007 - 02.2012
Concierge / Guest Service
Las Hadas Golf Resort & Marina
11.2002 - 02.2007
BBA - Business Administration
Universidad Vizcaya De Las Americas
05.2001 -
PERSONAL MOTTO
“Be what you are and desire the unreachable with optimism and you will reach success” Nohemi Torres Ochoa