Customer Support Manager

• Jul 2023 - Present

Operations Coordinator

• Mar 2022 - Present

Special Projects and New Business / Utilities Specialist V

• May 2019 - Mar 2022

Manage resident statement processing, performance of utility billing vendors and success of utility operations for an S&P 500 company. Responsible for the accuracy and timeliness of charge file transfers and customer issue resolution related to utility billing. Take necessary action to ensure cost control, department efficiency, and effective communication between vendors, utility providers, onsite properties, and residents. Develop and train current associates and new hires to ensure adherence to quality assurance standards. Show less

Loss Mitigation Specialist IV

• Dec 2017 - May 2019

Facilitate Non-Payment and Breach of Lease litigations from start to finish across all portfolio jurisdictions in accordance with region-specific Landlord-Tenant laws. Routinely communicate with 12 attorney firms in order to resolve delinquent accounts while mitigating any negative bottom-line financial impacts. Confirm and negotiate resident payment arrangements. Ensure compliance with all existing local laws and quickly develop and enhance procedures in response to evolving Landlord-Tenant laws across all regions. Show less

Customer Service Manager

• Apr 2014 - Dec 2017

Lead, motivate and empower a team of 15 direct reports. Ensure consistent delivery of excellent Customer Service in all front-line customer interactions while remaining dedicated to earning customer loyalty and associate retention.

Quality Assurance Analyst

• Jun 2013 - Apr 2014

Analyze report trends and complete audits to measure the quality of work being performed and identify potential improvements to customer interactions. Evaluate associate phone calls with all customers to ensure PCI compliance. Help associates interpret evolving company policies in order to provide accurate information to our residents and customers.

Recovery Vendor Specialist

• Jul 2009 - Jun 2013

I act as a liaison between AvalonBay and our third-party collections vendors, focusing on the pursuit of collections activity in a legal and timely manner. I provide supporting documentation to vendors in order to facilitate collection efforts and aid in loss mitigation.