Haley Reatherford
Wheat Ridge,CO
Summary
Results-driven professional with a proven track record in administrative operations and customer support. Expertise in enhancing operational efficiency through meticulous attention to detail and strategic problem-solving. Eager to contribute skills and experience to a dynamic team that values innovation and excellence!
Overview
7
7
years of professional experience
Work History
Customer Care Specialist II
AppFolio
07.2025 - Current
- Resolve complex and sensitive customer issues, including accounting, technical, and account-related discrepancies, through detailed investigation and problem-solving.
- Manage escalated cases from investigation through resolution, providing clear communication and maintaining ownership throughout the customer experience.
- Research account and transaction information across internal systems to identify root causes and deliver accurate, policy-aligned resolutions.
- Collaborate with internal teams to resolve complex issues requiring specialized knowledge or cross-functional support.
- Maintain ~90% CSAT and ~98% schedule adherence while managing a high-volume caseload.
Commercial Management Assistant
Griffis/Blessing, Inc.
10.2024 - Current
- Liaised between management, tenants, and vendors to facilitate effective communication and streamline operations
- Monitor service contracts, handle contract extensions, and track lease expirations and renewals
- Assisted with monthly reporting, budget preparation, accounts payable, work orders, lease abstracting, and tenant/vendor relations to support financial accuracy and operational efficiency
- Maintained electronic and hard copy files for tenant/vendor certificates of insurance and lease information to ensure compliance and easy access
Senior Assistant Property Manager - 830 Units
Mission Rock Residential
06.2024 - 10.2024
- Managed daily operations, including vendor and contract management, building communications, and administrative workflows for two residential properties
- Conducted interviews, facilitated employee onboarding, and provided training for new hires
- Coordinated tenant move-ins/move-outs, requests, communications, and service delivery while maintaining tenant satisfaction
- Managed renewal tracking and resident retention initiatives, maintaining accurate records and timely communications
- Processed daily transactions and coordinated eviction procedures with legal and sheriff departments
- Maintained detailed trackers, documentation, and operational records to support accurate and efficient workflows
Assistant Property Manager/Compliance Specialist
Mission Rock Residential
01.2020 - 06.2024
- Managed all aspects of property operations including tenant relations, vendor scheduling and management, project management, financial reporting, and team support
- Coordinated multiple priorities, deadlines, and projects effectively
- Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates
- Complied with fair housing requirements and contractual obligations by resolving tenant issues and service needs
Education
Bachelor of Arts - Communication Studies
Colorado State University
Fort Collins, CO05-2020
Skills
- High-Volume Case Management & Customer Support
- Inbox Queue Management & Routing
- Accounting & Account Resolution
- Operational Support
- Vendor Management
- Employee Onboarding
- Case Investigation & Root-Cause Analysis
- Cross-functional teamwork
- Customer Service & Descalation
- AppFolio, Yardi, RentCafe, Salesforce, Google Suite, Microsoft Suite
- LIHTC, Housing Choice Vouchers
Timeline
Customer Care Specialist II
AppFolio
07.2025 - Current
Commercial Management Assistant
Griffis/Blessing, Inc.
10.2024 - Current
Senior Assistant Property Manager - 830 Units
Mission Rock Residential
06.2024 - 10.2024
Assistant Property Manager/Compliance Specialist
Mission Rock Residential
01.2020 - 06.2024
Bachelor of Arts - Communication Studies
Colorado State University