Eric Cordova

About Eric Cordova

Hello! I am a dedicated and accomplished professional with extensive experience in building, mentoring, scaling, and leading high-caliber teams by improving and maintaining employee morale and performance. What makes me standout is my innate ability to identify, analyze, and resolve complex customer service issues/escalations by creating and delivering appropriate solutions that achieve customer satisfaction. Furthermore, I have the ability to design and develop team KPI\'s, craft strategic/technical plans, create value for customers, and formulate marketing communication strategies, and manage marketing activities. Throughout my career, I have established myself as an articulate communicator with well-developed aptitude to cultivate and foster strong relationships with colleagues, staff members, and management. In addition to the above, I am a dynamic team leader with high-level organizational abilities, attention to detail, troubleshooting, multitasking, and time management skills. If my profile has interested you in the slightest, please feel free to contact me at e••••••••@gmail.com with any thoughts, comments, or questions about my work—I’m always interested in making new professional acquaintances!

Experience

1. Support Services Specialist

   Gelbgroup Consulting

   Feb 2026 — Present · CA, US

   Professional Summary​Advanced Yardi systems expert providing technical and functional support within a fast-paced, remote consulting environment. Focused on translating complex system issues into practical solutions for multifamily, commercial, and industrial real estate clients. ​Key Achievements & Impact​High-Volume Technical Resolution: Consistently maintained a Tier 1 resolution rate of 85%+, efficiently managing complex Yardi troubleshooting and case management for diverse client portfolios. ​Complex Problem Solving: Independently resolved Tier 1 and selected Tier 2 technical issues, performing structured root cause analysis on 50% of Tier 2 cases to identify and implement preventive measures.​Client Satisfaction: Achieved and sustained a ticket satisfaction score of 4.5/5.0 or higher by delivering clear, proactive communication regarding issue status and resolutions. ​Knowledge Leadership: Spearheaded internal resource development by authoring 2+ technical knowledge base articles per quarter, streamlining team workflows and enhancing service efficiency. ​Cross-Functional Collaboration: Partnered with internal teams and external stakeholders to address escalated cases, aligning solutions with Gelbgroup’s standards for delivery excellence. ​Mentorship & Training: Contributed to team growth by providing technical mentorship and training to junior support staff and new hires. ​Operational Excellence: Managed multiple open cases under pressure, ensuring strict adherence to established SLAs and quality assurance guidelines. ​Core Competencies​Yardi Expertise: Advanced Troubleshooting, Module Configuration, and Integration Workflows. ​Technical Support: Tier 1 & Tier 2 Support, Escalation Management, and Root Cause Analysis. ​Domain Knowledge: Real Estate Operations, Property Management Systems, and Financial Workflows.

Education

• Cypress College

  Associate of Arts (A.A.), Business Administration and Management, General

  2005 — 2015

• California State University, Fullerton

  Bachelor of Arts (B.A.), Business, Management, Marketing, and Related Support Services

  2015 — 2017

Skills

• Sales
• Sales Management
• Merchandising
• Inventory Management
• Customer Service
• Customer Satisfaction