Ileana Pena
Fort Lauderdale,FL
Summary
Leasing professional with extensive experience in managing a team, recognized for exceptional customer service and efficient payment processing. Proficient in CRM management and lease negotiation, consistently exceeding sales targets while building strong client relationships. Expertise in market analysis and effective communication facilitates a smooth leasing process for clients.
Overview
17
17
years of professional experience
Work History
Leasing / Customer Service
Sylvan Homes
Davie, FL
04.2023 - 04.2025
- Delivered comprehensive customer service as leasing agent throughout entire applicant process.
- Ensured daily collection of security deposits from approved applicants within 24-hour timeframe.
- Facilitated payment processing by providing information for tenant portal or Rent Money Voucher.
- Coordinated onboarding by submitting applicant files post-payment and removing homes from marketing.
- Documented payment receipt in CRM and forwarded files to asset management.
- Maintained professionalism and timely communication with clients throughout all interactions. I am a communicator with clients and colleagues, both verbal and written.
- Ensured all new leads received follow-up calls within 24 hours.
- Consistently exceeded monthly sales and business objectives with enthusiasm.
- Executed over 100+ outbound calls daily, managed incoming calls, emails, and online chats.
- Adapted to a flexible schedule, including evenings and weekends.
- Provided timely and professional follow-up through text, email, and phone to guide prospects through leasing process.
- Logged all communications with prospects in CRM system to maintain accurate records.
- Experience with CRM and property management software.
- Real estate license.
- Demonstrated proficiency in Google Suite, MS Office, CRM, Property Ware, and Rently software.
- Exhibited strong verbal and written communication skills in English and Spanish.
Leasing Agent
FirstKey Homes, LLC
Miami, FL
08.2021 - 04.2023
- Responsible for all leasing functions, including showing the homes, qualifying applicants, gathering completed applications, and structuring leasing packages.
- Represent FirstKey Homes to prospective applicants in a courteous and professional manner with a focus on putting the customer first.
- Work collaboratively with the Leasing Manager and/or the Regional Operations Manager to positively affect leasing performance.
- Monitor prospect pipeline, turning leads into rentals to meet or exceed monthly goals, making outbound calls up to 90 calls daily.
- Identify and analyze market conditions to determine optimal pricing strategies.
- Maintain awareness of local market conditions and trends, shop competition and know the market.
- Assist in resident relations programs, open houses, and special functions.
- Work with existing residents to renew leases, transfer to other FirstKey properties, and create brand loyalty.
Realtor Sales Associate
SunLife Realtors
Coral Gables, FL
01.2017 - 01.2022
- Daily follow up with leads from various lead generators (Call, Text and Email).
- Perform Comparative Market Analysis to estimate properties' values.
- Send client save search properties from the MLS.
- Prepare necessary paperwork (Purchase Offers, Contracts, Leases, Addendums).
- Negotiate contracts with Agents representing buyers and sellers.
- Manage appointments to show homes to prospective buyers and conduct showing tours.
- Promote sales of properties through advertising, open houses, and participation in multiple listing services.
- Present purchase offers to sellers for consideration.
- Coordinate property closings, overseeing the signing of documents and disbursement of funds.
- Rent or Lease properties on behalf of clients.
- Conduct credit checks and other background tasks to qualify potential renters.
- Collect application fees, security deposits and rent payment.
- Ensure all rental applications are completed properly and entirely for tenant screening.
HR Assistant - Accounting
Standard Lines Brokerage
Tamarac, FL
03.2016 - 09.2016
- Schedule employee training sessions.
- Send Candidate offer letter packet and track return.
- Process online payments via Xpress Pay.
- Generate and send out invoices to include Premiums and F.
- File taxes on Surplus Lines Information Portal for FL policies.
- Process Endorsements for Cancellations, Reinstatements, Audits or change in Premium.
- Collect on accounts by sending bill reminders and follow ups before issuing DNOC.
- Record payments by entering them into the Insureds policy via AMS and note on OnBase.
- Monitor customer account details for non-payments, delayed payments and other irregularities.
- Assist with month-end closing.
- Send Unearned commission letters, 2nd requests and 10-day notices.
- Processing payroll, ensuring vacation and sick time is tracked in the system.
Customer Service Manager
Esquire Deposition Solution
Ft. Lauderdale, FL
06.2014 - 01.2016
- Supervised Customer Service Representatives.
- Collaborated with production and billing to ensure end-to-end work process continuity.
- Assisted in the complex and demanding needs of counsel representing our corporate clients.
- Maintain high presence with local clients through telephonic outreach, and participation in local sales events.
- Primary point of contact when service issues couldn't be resolved by Client Care.
- Mentor and provided Professional Growth Plan for each employee.
- Submitted expedited transcript orders and followed until order was fulfilled.
- In charge of Issue Tracker for Late transcripts, Errors, Upset Client etc.
- Approved / Issued refunds and adjustments for clients.
Collections Manager - Property Management
Association Financial Services
Miami, FL
05.2008 - 05.2014
- Worked closely with customers to investigate issues and find solutions.
- Liaison between customers, attorneys and banks to find possible solutions on accounts.
- Monitor Homeowners invoices and balances and forward to Collection Attorney when needed.
- Communicated with customers via phone, email, or letter.
- Responsible for approving customer deductions and payment plans/ Reconcile customer accounts.
- Direct supervision of customer service staff, hiring, training and scheduling of CSR.
- Have client complete application & secure deposit in accordance with procedures & Fair Housing requirements.
- Resolved collections by examining customer payment plans and payment history.
- Made adjustments and write offs to account ledgers per property manager or/attorney request and invoices.
- Verified payments received. Ensure amounts deposited match amounts logged into the system.
- Isolate and identify areas of improvement for customer service and accounts receivable.
- Issued estoppels and pay-offs for attorneys and Title Companies.
Education
High School - General Studies
Monsignor Pace High School
01.2008
AS - Business Administration
Miami Dade College
01.2008
Skills
- Customer service and support
- Payment processing and collection
- CRM management
- Lease negotiation
- Market analysis
Timeline
Leasing / Customer Service
Sylvan Homes
04.2023 - 04.2025
Leasing Agent
FirstKey Homes, LLC
08.2021 - 04.2023
Realtor Sales Associate
SunLife Realtors
01.2017 - 01.2022
HR Assistant - Accounting
Standard Lines Brokerage
03.2016 - 09.2016
Customer Service Manager
Esquire Deposition Solution
06.2014 - 01.2016
Collections Manager - Property Management
Association Financial Services
05.2008 - 05.2014
High School - General Studies
Monsignor Pace High School
AS - Business Administration
Miami Dade College
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