Open to opportunities

Tyler User

@tyleruser12

Message

I lead concierge and operations teams to improve resident satisfaction.

United States

Message

What I'm looking for

I want to lead high-trust service teams and streamline operations through data insights, SOPs, and coaching—improving client/resident satisfaction, reducing escalation friction, and strengthening retention. I thrive in cross-functional, performance-driven environments.

I’m a Licensed Master of Social Work (LMSW) professional and executive leader who blends service operations with people-focused care. With experience spanning telehealth therapy, executive support, and property operations, I bring a calm, standards-driven approach to high-volume environments.

As Director of Concierge at Gallery Residential, I coach and develop concierge staff through structured feedback and shadowing, strengthening performance and morale. I’ve implemented Standard Operating Procedures across 15 concierge staff, audited service patterns, and reallocated tasks by shift demand—reducing backlog by 40% and improving coverage efficiency.

I also improved outcomes through tighter processes and faster resolution. By coordinating cross-functional briefings, I reduced complaint handoff cycles by 20% and increased resident trust, while my work helped drive a 30% improvement in resident satisfaction scores. Previously, as an Executive Concierge at Bozzuto Property Management, I supported 300+ residents, resolved 100+ client inquiries and escalations monthly, and reduced service response and follow-up time by 30%.

My earlier clinical and operations roles sharpened my judgment and documentation rigor. As a Telehealth Therapist, I delivered services to 90+ clients, led 10+ crisis interventions with minimal supervision, and maintained HIPAA-compliant clinical documentation for 30+ active clients. I now apply that same attention to risk assessment, case management, and performance tracking to operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Director of Concierge

Current

Gallery Residential

Jan 2025 - Present (1 year 6 months)

Coaches and leads a concierge team to improve resident satisfaction and morale through structured feedback, shadowing, and standardized operating procedures. Streamlines complaint escalation, reallocates shift-level tasks, and optimizes service coverage to reduce backlog and improve service consistency.

Standard Operating Procedures Workflow Optimization Resident Satisfaction Tracking Operational Efficiency

Executive Concierge

Bozzuto Property Management

Jan 2023 - Jan 2025 (2 years)

Manages candidate pipelines and onboarding coordination using applicant tracking systems while improving internal efficiency and service response times through data-driven process improvements. Resolves resident inquiries and escalations, coordinating resident engagement and service logistics for large resident populations.

Applicant Tracking Systems Candidate Pipeline Management Onboarding & Support Process Improvement

Telehealth Therapist

Adaptive Behavioral Services, Inc.

Jan 2022 - Jan 2024 (2 years)

Provides telehealth mental health services including emotional regulation and crisis stabilization, conducting assessments and developing tailored treatment plans. Maintains compliant clinical documentation and coordinates care with interdisciplinary teams to reduce case resolution time.

Crisis Intervention Emotional Regulation Crisis Stabilization Behavioral Interventions Clinical Documentation HIPAA compliance Care Coordination Interdisciplinary Collaboration Case Management Treatment Planning

Executive Assistant

Studio 7 Design Group

Jan 2021 - Jan 2022 (1 year)

Supports executives with scheduling, travel coordination, conflict resolution workflows, and administrative documentation. Prepares presentations and expense reports and acts as a liaison between executives and external stakeholders while maintaining confidential communications.

Administrative Support Workflow Optimization Travel Coordination Conflict Resolution Professional communication Confidentiality Expense Reporting Project Support Documentation Management

Operations Manager

Words Well Spoken, LLC

Jan 2020 - Jan 2022 (2 years)

Manages new client onboarding including intake documentation, eligibility verification, and coordination with clinical staff. Maintains healthcare-related operational process compliance across multiple program areas and uses applicant tracking systems to source candidates while supporting smooth service delivery.