Kala Reeves
Columbus,OH
Summary
Customer-focused professional with 8+ years of experience delivering high-quality service in fast-paced environments, combined with hands-on experience supporting operations across a 500+ unit residential portfolio. Skilled in relationship building, conflict resolution, administrative coordination, and managing high-volume responsibilities with accuracy and efficiency. Known for maintaining positive client and resident experiences while supporting daily operations and organizational goals.
Overview
9
9
years of professional experience
Work History
Dual-Site Assistant Property Manager
Monarch Investment & Management
Columbus, OH
05.2023 - Current
- Yardi Systems
- Provided support in budgeting and expense tracking for site-related activities.
- Lease administration (processing applications, renewals, notices)
- Rent collection and delinquency handling
- Assisted with budgeting and financial reporting
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Assisted in the hiring process for new team members by conducting interviews and evaluating applicant qualifications against role requirements.
- Managed over 500+ units
- Managed a leasing staff of 4
Senior Fraud Specialist
Discover Financial Services
09.2022 - 04.2023
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Intermittent Work From Home Agent
Department Of Job & Family Services
01.2020 - 09.2022
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
- Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences.
- Contributed ideas, decision-making skills and good judgment to achieve objectives.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Seasonal Customer Service Representative
Nordstrom
10.2019 - 01.2020
- Listen to customer request on items they were looking to order
- Provide tracking information on an existing order(s)
- Provide customers with information on items they were looking to purchase or already purchased
- Help resolve any issue regarding a customers order
- Direct customers to their nearest store
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Pnc Financial Services
07.2017 - 03.2019
- Assist customers by providing information and resolving their complaints
- Issue refunds or credits due to customers
- Answer customers' questions, and provide information on procedures or policies
- Confer with customers by telephone
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Provide customers with information regarding their account(s)
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Senior Business Credit Card Specialist
Jp Morgan Chase
11.2016 - 05.2018
- Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter
- Approve, reject, or coordinate the approval or rejection of lines of credit
- Review collection reports to determine the status of collections and the amounts of outstanding balances
- Assist customers by providing information and resolving their complaints
- Answer customers' questions, and provide information on procedures or policies
- Handle customer complaints and take appropriate action to resolve them
- Submit applications to credit analysts for verification and recommendation
- Provide customers with information regarding their existing account(s)
Education
GED - undefined
Life Skills High School
Columbus, OhioSkills
- Yardi Proficiency
- Cordination
- Rent collection & delinquency management
- Knowledge of Fair Housing regulations
- CMHA/HUD Housing Training
- Conflict resolution & customer service
- Efficient and Detail-Oriented
Timeline
Dual-Site Assistant Property Manager
Monarch Investment & Management
05.2023 - Current
Senior Fraud Specialist
Discover Financial Services
09.2022 - 04.2023
Intermittent Work From Home Agent
Department Of Job & Family Services
01.2020 - 09.2022
Seasonal Customer Service Representative
Nordstrom
10.2019 - 01.2020
Customer Service Representative
Pnc Financial Services
07.2017 - 03.2019
Senior Business Credit Card Specialist
Jp Morgan Chase
11.2016 - 05.2018
GED - undefined
Life Skills High School