Sedyney A Birch

Spearhead the operational strategy and systems infrastructure for a fast-growing property management firm overseeing 160+ residential units. Lead the development, refinement, and implementation of core processes that streamline leasing, maintenance coordination, utility billing, property onboarding, and listing activations.

• Architect and maintain end-to-end operational workflows across platforms including Process Street, LeadSimple, Asana, and Click Up incorporating automation logic, escalation protocols, conditional workflows, and cross-system integration to maximize productivity and ensure process compliance.
• Oversee and maintain all Standard Operating Procedures (SOPs), owning the documentation, refinement, and enforcement of task execution standards across departments.
• Manage large-scale operational initiatives including vendor transitions, software migrations, and workflow redesigns, aligning all systems with business growth and client experience goals.
• Lead the internal training program for staff across leasing, admin, and maintenance teams; provide onboarding for new hires and ongoing performance auditing for workflow adherence.
• Analyze inefficiencies and organizational gaps, translating executive priorities and frontline feedback into scalable, systemized solutions that support company growth and team accountability.
• Act as a systems liaison between executive leadership and team members, ensuring operational clarity, timely task delivery, and alignment with KPI benchmarks and compliance requirements.
• Continue to manage rental market comps and pricing strategies for new listings and renewals, providing data-backed insights that support leasing velocity and rental income optimization.
• Maintain oversight of bookkeeping functions including invoice reviews, rent reconciliation, approval routing, and owner disbursement tracking within Rentvine.

Acted as the operational and administrative backbone of a dynamic property management firm, directly supporting the Property Manager and Broker/Owner across a 160+ unit portfolio. Played a pivotal role in establishing the systems and standards that scaled with company growth.

• Managed full-cycle leasing operations, including application screening, lease preparation, tenant onboarding, utility setup, compliance documentation, and renewals.
• Maintained data accuracy within the Property Management System (Rentvine), overseeing ledgers, financial records, invoices, tenant balances, and ownership reporting.
• Handled company bookkeeping, including vendor invoice entry, rent payment reconciliation, owner statements, and ensuring timely disbursements.
• Conducted rental market analysis and comps, preparing pricing recommendations that supported strategic listing decisions and optimized vacancy turnaround times.
• Coordinated all inbound communication across tenants, owners, and vendors, including scheduling, maintenance routing, and listing activations.
• Created and standardized SOPs, internal forms, and process templates that transformed reactive task management into a structured, scalable system.
• Identified inefficiencies and implemented workflow optimizations that cut administrative time, enhanced documentation accuracy, and improved tenant and owner response rates.
• Established the operational framework that supported the company's systemization and growth, ultimately leading to the promotion to Operations Systems Strategy Manager.

Managed a portfolio of delinquent accounts while delivering customer-focused solutions that supported revenue recovery and client retention.

• Negotiated tailored payment arrangements with delinquent customers, balancing recovery goals with empathy and compliance.
• Drafted and executed contracts, settlement agreements, and financial disclosures in accordance with internal policies and legal guidelines.
• Collected past-due balances and monitored repayment progress, reducing outstanding debt through consistent follow-up and resolution.
• Maintained detailed account histories and customer records in Salesforce, ensuring accuracy and transparency for internal audits.
• Analyzed repayment risk and customer behavior to prioritize outreach and recovery strategies based on urgency and financial viability.
• Collaborated with cross-functional teams, including billing and legal, to resolve account discrepancies and escalate unresolved issues appropriately.
• Ensured full adherence to company policy, consumer protection laws, and data privacy standards in all communications and negotiations.

Delivered high-touch customer support for Nordstrom’s global client base, consistently ranked as a top-performing agent in a fast-paced, KPI-driven environment.

• Applied consultative support techniques to understand customer needs, resolve product or service concerns, and identify opportunities for upsell and retention.
• Handled escalations with speed and empathy, reducing dissatisfaction and preserving long-term customer relationships.
• Investigated issues, evaluated customer data, and delivered tailored solutions across various platforms, including phone, chat, and email.
• Collaborated with internal departments to streamline issue resolution and enhance the overall customer experience.
• Maintained detailed case documentation, adhering to quality standards, brand voice, and compliance requirements.
• Consistently achieved or exceeded performance metrics in service quality, response time, and customer satisfaction scores.
• Recognized as Top Agent for 8 of 12 months, based on performance metrics and client feedback.

Supported firm-wide operations and finance at an award-winning consultancy, later recognized as a Best of Chamber Small Enterprise by the Jamaica Chamber of Commerce. Acted as the operational hub for daily business execution, strategic reporting, and client success.

• Managed all bookkeeping and financial operations, including accounts payable/receivable, client invoicing, bank reconciliations, petty cash handling, utility payments, and tax documentation using QuickBooks.
• Provided high-level executive and administrative support, managing calendars, internal communications, board presentations, project tracking, and client correspondence.
• Oversaw full office operations, including facilities maintenance, vendor coordination, security systems, supply inventory, and restocking of pantry items to ensure a fully functional, professional work environment.
• Created and maintained internal SOPs, templates, and automated tracking systems to improve compliance, accountability, and operational consistency across departments.
• Acted as the central liaison for all client, vendor, and facilities-related communication, managing sensitive matters with discretion, accuracy, and professionalism.
• Played a pivotal role in supporting the company’s operational integrity and performance standards, directly contributing to its national recognition by the JCC.

• Delivered timely solutions to customer queries, helping to meet KPIs and reduce resolution times.
• Supported service delivery through calls, emails, and live chat with professionalism and empathy.
• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Collaborated with team members to create effective strategies for improving overall customer experience.
• Managed high call volume while maintaining a courteous and professional demeanor.
• Preserve revenue streams by utilizing strong communication and negotiation skills, offering
  refunds as last resort to maintain customer satisfaction