Michelle Castaneda
San Jose,CA
Summary
Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about Eviction processes and legal documentation requirements.
Overview
4
4
years of professional experience
Work History
Account Specialist
Essex Property Trust Inc
06.2022 - Current
- Aided in reducing department delinquency from 12.60% in first quarter, to 1.94% by 9/30/2023.
- Strategically utilized outreach and available incentives to promote customer payment by 35%.
- Reconciled half of delinquent customer accounts within 90 days of filing for Unlawful Detainer.
- Identified and corrected 660 data Errors by June 30, 2023 to bring error reporting to 0.4% of assigned portfolio.
Senior Manager
Essex Property Trust Inc
03.2021 - 05.2022
- Managed 391 units as acting Community Manager in managers absence.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
Community Assistant Manager
Essex Property Trust Inc
01.2020 - 03.2021
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Oversaw day to day financials, sales, marketing, and maintenance operations.
- Completed month end administrative reporting and as well as deposit accounting.
- Participated in community events to promote services and engage with public.
Education
Bachelor of Arts - Community Psychology
University of California - San Diego
La Jolla, CASkills
- Microsoft Office: Word, Excel, powerpoint, Outlook
- Data collection
- Due Diligence
- Customer Engagement
- Terms Negotiation
- Report Writing
Timeline
Account Specialist
Essex Property Trust Inc
06.2022 - Current
Senior Manager
Essex Property Trust Inc
03.2021 - 05.2022
Community Assistant Manager
Essex Property Trust Inc
01.2020 - 03.2021
Bachelor of Arts - Community Psychology
University of California - San Diego