Josh Chance

Oversee all operations for Action Property Management's shared service departments.

Action Property Management is the largest privately owned HOA management company based in California.    Our size enables us to match or exceed all of the resources of the biggest, national companies.  Yet we retain the agility and flexibility of a private, local company, allowing us to leverage those resources in customized ways for the benefit of our clients. Oversee all operational needs for our inbound contact centers for our Community Care and Escrow Services teams.

Responsible for managing the operations of the inbound contact center teams, ensuring HOA members receive the best service by training, coaching, and mentoring all staff to be the best possible version of themselves.

Coast 2 Coast Cables is a company established in 2007 and specializing in nonferrous wiredrawing and insulating, particularly the supply of fiber-optic cables. I was responsible for providing daily support for all operational and manufacturing needs, including customer care, purchasing, consulting, reporting and conflict resolution. KEY ACHIEVEMENTS ★ Planned and executed process improvement initiatives by assessing current manufacturing workflows and adjusting strategies to achieve 100% operational efficiency. ★ Developed management training programs by introducing tools to improve staff and resource management, in addition to facilitating human resources activities such as recruitment, payroll, and safety. ★ Implemented IT network and desktop management initiatives such as creating the Windows 2012 R2 server, deploying Windows 10, and installing QuickBooks, Office365, and Fishbowl Inventory software. ★ Utilized business development expertise to create a new organizational structure that provided layers of support and management to facilitate the company’s business needs further.

The Travel Corporation is a multinational group of travel and leisure companies operating in over 70 countries and with 40 offices around the world. I was accountable for managing the internal and external SaaS solution, client retention of online customers and various technical projects. KEY ACHIEVEMENTS ★ Delivered SaaS from concept to implementation for online bookings and self-service portals. ★ Maintained a 100% customer retention rate over 2 years. ★ Managed multiple projects including phone systems, Salesforce, chat contact systems and SaaS solutions in addition to managing the technical support team for all staff by providing feedback, training, and demonstrations to users. ★ Coordinated with international cross-functional teams and internal clients to ensure timely project completion while focusing on project specifications while maintaining executive reports on usage, conversions and technical projects. ★ Delivered various training programs for staff - including in person as well as through webinars and prerecorded videos - and managed the inbound lead generation software. ★ Achieved significant labor cost reduction by implementing processes within the internal SaaS, and reduced call handle time and overall call center operations through the provision of new tools for call center agents.

I was in charge of all call center operations – including assisting call center agents with troubleshooting client concerns - in addition to managing onboarding duties including interviewing, hiring, firing, training and yearly reviews. KEY ACHIEVEMENT ★ Created and optimized call center scripting, frequently reviewed call center metrics, and developed client-specific operational procedures consistent with information security policies. ★ Developed effective best practices to ensure customer retention and developed benchmark standards to improve service levels offered by call center agents. ★Improved call handle times by an average of 2 minutes, provided ongoing feedback to call center agents, and conducted daily monitoring of key performance indicators as a driven and self-motivated manager. ★ Maintained key accounts by providing direct support for all client needs, handled escalated calls from clients with punctuality and professionalism and created executive-level reports providing insights on call center productivity.