BOBBY CLELLAND
Chicago
Summary
Results-driven communications professional and Property Manager with more than nine years of combined experience delivering both in-person and virtual support across diverse industries. Skilled in troubleshooting technical issues, optimizing user experience, and strengthening client retention in high-volume, fast-paced environments. Recognized for a strong work ethic, strategic mindset, and consistent achievement of performance goals, with a commitment to driving team success and operational excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Front Desk Agent
The Wit Hotel
Chicago, IL
01.2025 - Current
- Managed front desk operations, ensuring seamless check-in and check-out processes.
- Coordinated guest services, addressing inquiries and resolving issues promptly.
- Trained and mentored new staff on hotel policies and customer service standards.
- Implemented improvements in workflow efficiency, enhancing guest satisfaction scores.
- Oversaw reservation systems, maintaining accuracy in bookings and modifications.
- Collaborated with housekeeping to ensure timely room availability for guests.
- Developed standard operating procedures for front desk operations to streamline processes.
Area Property Manager
Landing
02.2023 - 01.2025
- Served as the primary point of contact for tenant inquiries, concerns, and escalations, ensuring timely and professional resolution.
- Oversaw the full tenant lifecycle, including move-ins, move-outs, lease renewals, and terminations.
- Managed lease enforcement processes, including coordination of eviction proceedings when required.
- Coordinated and supervised routine maintenance, emergency repairs, and capital improvement projects to maintain property standards.
- Directed and supervised a large team of Landing Hosts (independent contractors), ensuring performance standards and service expectations were consistently met.
- Conducted weekly property inspections to ensure operational compliance, safety standards, and brand quality assurance.
Senior Support Specialist
Fetch Rewards
07.2021 - 02.2023
- Delivered high-volume email support, resolving user inquiries with speed, accuracy, and professionalism.
- Translated complex technical concepts, feature updates, and known issues into clear, user-friendly guidance to improve product accessibility and satisfaction.
- Maintained in-depth product knowledge to proactively identify, troubleshoot, and resolve issues, driving strong first-contact resolution rates.
- Consistently exceeded individual and team performance metrics across daily, weekly, and monthly targets.
- Adapted quickly to evolving tools, policies, and support resources within a fast-paced office.
Education
Advanced High School Diploma -
Hope Christian School
Skills
- Project management
- Organization
- Resident Services
- Data analysis
- Problem-solving
- Customer Experience
- Communication
- Management
- Virtual Support
Certification
- Jira Software
- CRM Systems
- Zendesk
- Yardi
- Salesforce
- CPR Certified
Timeline
Front Desk Agent
The Wit Hotel
01.2025 - Current
Area Property Manager
Landing
02.2023 - 01.2025
Senior Support Specialist
Fetch Rewards
07.2021 - 02.2023
Advanced High School Diploma -
Hope Christian School