Lisa Herrera
Red Oak,TX
Summary
Proven track record in enhancing customer loyalty and property value, demonstrated during my tenure at TTEC and HM Equity. Excelled in resolving high-stress disputes and managing renovations, showcasing strong analytical skills and a commitment to excellence. Expert in MS Word and Excel, with a knack for fostering team environments and improving tenant satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Customer Service Representative / TTEC
02.2019 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Identify and rectify any complicated Broker, Group or Member related issues relating to our insurance benefits, claim processes, enrollment, and billing processes for all lines of business.
Residential Property Manager
Property Manager / Comcapp /Tarantino
03.2013 - 12.2018
- Oversaw move-in/move-out processes, ensuring smooth transitions for both incoming and outgoing tenants.
- Regularly inspected property grounds to identify potential problems or safety hazards that required immediate attention.
- Maintained detailed records of tenant interactions, lease agreements, and maintenance requests for accurate recordkeeping.
- Improved tenant satisfaction by addressing concerns promptly and maintaining open lines of communication.
- Provided excellent customer service to current tenants while attracting new residents through engaging outreach efforts.
- Led staff training initiatives focusing on customer service excellence while fostering a positive work culture for property management team members.
- Managed budgets effectively, reviewing expenses regularly and negotiating favorable contracts with vendors.
- Enhanced property value by overseeing renovation projects and recommending improvements to common areas.
Property Manager
Property Manager/ HM Equity
10.2011 - 08.2013
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
Education
High School Diploma -
Reagan Sr High
Houston, TXSkills
- Strong customer service skills
* Computer skills; advanced knowledge in MS Word and Excel spreadsheets
- Excellent verbal and written communication and listening skills
- Ability to work independently and in a team environment
Accomplishments
- JRK Residential Best Improved Property Award – 2008 Ongoing Corporate Property Management seminars and continuing education in process of taking my Real-estate license.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative
Customer Service Representative / TTEC
02.2019 - Current
Residential Property Manager
Property Manager / Comcapp /Tarantino
03.2013 - 12.2018
Property Manager
Property Manager/ HM Equity
10.2011 - 08.2013
High School Diploma -
Reagan Sr High
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