Alaina Nolasco
Goodyear,AZ
Summary
Highly organized, motivated, and hardworking professional with strong leadership skills. Proven ability to multitask, collaborate with diverse teams, and efficiently manage a full team. Recognized for exemplary customer service, team collaboration and success. Passionate about continuous learning and professional development.
Overview
7
7
years of professional experience
Work History
Former Resident Care Admin Manager
RPMLIVING
08.2023 - 09.2024
- Managed team overseeing final deposit accounting, adjustments, and disputes
- Oversee team efficiency through metric analysis and reporting
- Scheduled and coordinated bi-weekly one-on-one and team meetings
- Audit client calls for quality assurance.
- Distributed incoming client tickets among three tiers
- Addressed and managed complex customer issues
- Overseeing hourly schedule adherence
- Participated in leadership meetings regularly
- Enhanced performance through strategic planning
- Corresponding directly with community managers and their associates
- Analyzed charge and collection reports.
- Handled deposit accounting processes
- Updated systems with client information
Former Resident Care Recovery Manager
RPMLIVING
07.2022 - 08.2023
- Managing team overseeing final collections, deposit accounting, and customer service support for clients.
- Oversee team efficiency through metric analysis and reporting
- Scheduled and coordinated bi-weekly one-on-one and team meetings
- Identified areas requiring additional training support
- Managed resolution of escalated customer issues
- Overseeing hourly schedule adherence
- Participated in leadership meetings regularly.
- Enhanced Performance through strategic planning.
- Distribute incoming client emails equally
- Corresponding directly with community managers and their associates.
Former Resident Care Specialist
RPMLIVING
01.2021 - 07.2022
- Consistently addressing high call volumes every day
- Overseeing portfolios of past residents
- Conducted outbound communications to discuss unsettled balances
- Handled past residents' issues and questions through ongoing email correspondence
- Reviewing financial ledgers and move-out statements.
- Evaluating Lease Agreements and Damage Documentation.
- Maintained accuracy in all billing processes
- Coordinated with community managers and their teams
- Completing deposit accounting and adjusting deposit accounting.
CUSTOMER CARE SPECIALIST
GREYSTAR
07.2020 - 01.2021
- Overseeing resident portfolios through outbound calls to address outstanding balances
- Assessed and settled conflicts over data within resident portfolios
- Collaborated with Community Managers and associates to verify documentation accuracy
CUSTOMER CARE REPRESENTATIVE
ALLIANCE RESIDENTIAL
06.2018 - 07.2020
- As a Customer Care associate, daily tasks incorporate: ledger accounting adjustments, conflict resolution, personal and customer care emails, resident disputes, corresponding with communities, and online collecting (Debt Logic).
FRONT OFFICE ASSISTANT
ALLIANCE RESIDENTIAL
07.2017 - 06.2018
- Everyday tasks include Coordinating conference room meetings, performing general office duties such as reading and screening the front desk's e-mail and phone calls, as well as distributing incoming postal mail
- Addressed corporate office inquiries as necessary
- Acting as a liaison for the entire company nationally.
Education
High School Diploma -
Pontiac High School
01.2008
Medical Billing & Coding -
Oakland Community College
Skills
- Microsoft Office Proficiency
- Efficient Data Processing
- CRM and Call Center Tools
- Call Screening Expertise
- Proficient Time Management
- Detail-Oriented
- Self-Motivated Work Ethic
- Large Group Management
- Interviewing
- Team Meeting Coordination
- Mail handling
- HR Support
- Hiring and Training
- Deposit Accounting
- Handling quarterly and annual reviews
- Client Support
- Team Management
- Quality Assurance in Calls
- Virtual Collaboration
- Developing Policies and Procedures
- Recordkeeping and Reporting
- Performance Evaluations
- Employee Development
- Debt collection
- Property Management System Expertise
- Payment Processing
References
References available upon request.
Timeline
Former Resident Care Admin Manager
RPMLIVING
08.2023 - 09.2024
Former Resident Care Recovery Manager
RPMLIVING
07.2022 - 08.2023
Former Resident Care Specialist
RPMLIVING
01.2021 - 07.2022
CUSTOMER CARE SPECIALIST
GREYSTAR
07.2020 - 01.2021
CUSTOMER CARE REPRESENTATIVE
ALLIANCE RESIDENTIAL
06.2018 - 07.2020
FRONT OFFICE ASSISTANT
ALLIANCE RESIDENTIAL
07.2017 - 06.2018
High School Diploma -
Pontiac High School
Medical Billing & Coding -
Oakland Community College
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