Lisa Acosta
Deming,NM
Summary
Dynamic and innovative professional with 25+ years of expertise in remote management and leadership. Proven ability to build, lead, and sustain high-performing teams through exceptional communication skills in both in-person and virtual settings. Committed to fostering positive business relationships by exemplifying integrity, dependability, and creative problem-solving while upholding a strong moral and ethical compass. Dedicated to excellence, striving to contribute the best to teams, clients, and employers alike.
Overview
35
35
years of professional experience
Work History
Operations & Executive Support Manager
Corporate Housing by Owner (CHBO)
03.2022 - Current
- Prepare & send DocuSign lease paperwork for approved applicants
- Update, maintain, and audit the Reservation Board every day
- Enter new reservations for move-ins, process extensions, notices to vacate, and move-outs
- Manage Account Receivables
- Process utility overages from owners, invoice and collect from renters
- Review the monthly Pre-Billing Report
- After the prebilling report is confirmed, run batch invoicing and email monthly invoices to all clients
- Post batch rental payments monthly and email receipts
- Follow up and confirm any payments that are declined or failed to post
- Monitor Account Receivables daily for any unpaid balances, collect as needed
- Process and monitor all insurance damage claims at move out
- Collect damage reports and photos from owners, and upload them to the claims portal
- Communicate with owners and upload receipts for reimbursement
- Monitor the insurance portal and confirm all claims are processed timely
- Process Security Deposits at move out
- Invoice & collect damages from renters
- Communicate with renters about damages and refunds
- Listing reviews – implement changes at owners' request
- Maintain open communication with owners to encourage listing renewals
- Monitor listing renewals and update as needed
- Onboard new owners into CHBO's Platinum Rental Program
- Monitor CHBO auto-send documents for timeliness and accuracy, implement changes as needed
- Create new documents as needed
- Help create and maintain work flow processes for the team
Director of Client & Customer Relations (remote position)
Temporary Housing Directory (THD)
04.2012 - 07.2020
- Created, Managed and Directed the Customer Care Team for THD. Confident, passionate, respected leader. Collaborated in all phases of customer-based program implementations to create a fully remote/virtual office platform for THD. Effective communicator who easily masters new processes and technologies to achieve multi-faceted, positive results.
- Analyzed feedback to optimize Client Services Management and Customer Satisfaction Experience.
- Facilitated and managed inter-departmental relationships for efficient cross-company processes and change-order management requests affecting multiple departments.
- Responsible for analyzing & trouble-shooting program issues. Escalated to software tech as needed.
- Provided SLA compliance reviews for housing partners and furniture vendors.
- Established, implemented, and maintained departmental best practices and Team Guides.
- Executed monthly department program audits/reports, KPI metrics, performance evaluations.
- Managed employee attendance, counseling/mentorship, ongoing training of internal processes/programs.
- Maintained program communications and event coordination with THD’s charity partner, Quilts of Compassion.
Account Manager (remote Position)
Temporary Housing Directory (THD)
02.2002 - 03.2012
- Promoted to Customer Care Manager, later renamed as Director of Client & Customer Relations
- Provide temporary housing solutions to individuals displaced from their home due to an insurance loss. Act as the liaison between the policyholders, insurance adjusters, property landlords, and furniture vendors, serving as the main point of contact for all parties. Provide superior customer service to encourage repeat business from the insurance companies and adjusters.
- Sourced and reserved short term housing options for the customer that fit their specific family needs/requirements.
- Negotiated rental rates and terms with landlords, coordinated lease execution, and presented options to adjusters.
- Facilitated furniture, housewares, and appliance needs for the family and the rental property.
- Coordinated vendor leases, delivery, set up, and move in.
- Ensured customer satisfaction with prompt resolution of questions and/or issues.
- Maintained timely, constant contact with all parties with daily updates.
DFW Regional Manager
CWS Corporate Housing
01.1998 - 01.2002
- Established, cultivated, and managed the DFW branch of CWS Corporate Housing when they expanded into the Dallas market. Responsible for building and maintaining new business relationships. At start up, this was a one-person operation. Responsible for all aspects of the business; sales/marketing, processing and maintaining leases, new unit setup, walking units at move in and customer happiness.
Onsite Apartment Manager
CWS Apartment Homes
01.1991 - 01.1998
- Managed all aspects of three small apartment communities for CWS - Papillion Park Townhomes/Ft Worth, Waterbury Place Townhomes/Arlington, Huntington Cove Townhomes/Farmers Branch. Responsible for staff management, payroll, accounts receivable, accounts payable, budget preparation and implementation, tenant relations, market projections & rent calculations, all monthly accounting procedures/reports, negotiating & maintaining vendor contracts, and curb appeal at all three locations.
Education
No Degree - Business Administration And Management
Dallas Baptist University
Dallas, TXSkills
- Authentic Leadership
- Emotional Intelligence
- Intuitive Thinking
- Workplace Triage
- Adaptable & Resilient
- Skillful Negotiator
- Optimistic & Purposeful
- Comprehensive Administrator
- Judicious Decision-Making
- Excellent Interpersonal Communication
- Intrinsically Motivated
- Innately Enthusiastic
- Organization Development & Process Improvement
- Ready to be of Service
Timeline
Operations & Executive Support Manager
Corporate Housing by Owner (CHBO)
03.2022 - Current
Director of Client & Customer Relations (remote position)
Temporary Housing Directory (THD)
04.2012 - 07.2020
Account Manager (remote Position)
Temporary Housing Directory (THD)
02.2002 - 03.2012
DFW Regional Manager
CWS Corporate Housing
01.1998 - 01.2002
Onsite Apartment Manager
CWS Apartment Homes
01.1991 - 01.1998
No Degree - Business Administration And Management
Dallas Baptist University