MICHELLE CASTANEDA
SAN JOSE,CA
Summary
Friendly and detail-oriented professional with extensive experience in customer account management, billing, and payment processing. Skilled in resolving customer inquiries, handling sensitive account issues, and maintaining accuracy in financial records. Seeking to bring strong customer service and utility billing support skills to the City of Santa Clara as a Customer Service Representative.
Overview
12
12
years of professional experience
Work History
Senior Account Specialist
Essex Property Trust Inc.
San Mateo, CA
12.2023 - Current
- Process and approve emergency rental assistance applications, track payments, and ensure compliance with program guidelines.
- Maintain accurate financial and legal documentation, including contracts, summons, and court filings.
- Partner with attorneys and property managers to coordinate landlord-tenant legal disputes and streamline case management.
- Monitor portfolio delinquency and generate financial reports for leadership, improving accuracy and efficiency of collections.
Account Specialist
Essex Property Trust Inc.
San Mateo, CA
06.2022 - 12.2023
- Managed high-volume resident accounts, processed payments, and corrected billing errors.
- Assisted customers in understanding balances, fees, and payment options.
- Handled collections and account adjustments in compliance with company policies.
- Communicated with residents via phone, email, and in person regarding billing concerns.
Senior Assistant Manager
Essex Property Trust Inc
San Jose, CA
03.2021 - 05.2022
- Collected payments, processed business licenses, and issued account adjustments.
- Oversaw monthly billing and deposits while providing front-line customer support.
- Assisted in resolving disputes by explaining charges and policies clearly to residents.
Community Assistant Manager
Essex Property Trust Inc.
Sunnyvale, CA
01.2020 - 03.2021
- Supported day-to-day office operations, including cashiering and business license processing.
- Assisted residents with billing questions and guided them through financial assistance options.
- Ensured accuracy in month-end reporting and account reconciliation.
Veterinary Assistant/ Client Services
VCA & Scripps Parkway Veterinary Hospitals
San Diego, CA
03.2013 - 12.2019
- Provided customer service at front desk, including payment processing and scheduling.
- Explained billing, insurance, and treatment costs to clients.
- Handled sensitive client information with accuracy and confidentiality.
Education
Bachelor of Arts - Psychology
University of California San Diego
La Jolla, CA06-2006
Skills
- Customer service and account support
- Billing and payment processing
- Reconciliation account adjustments
- Call center and front desk service
- Collections and financial assistance programs
- MS Office (Word, Excel, Outlook)
Timeline
Senior Account Specialist
Essex Property Trust Inc.
12.2023 - Current
Account Specialist
Essex Property Trust Inc.
06.2022 - 12.2023
Senior Assistant Manager
Essex Property Trust Inc
03.2021 - 05.2022
Community Assistant Manager
Essex Property Trust Inc.
01.2020 - 03.2021
Veterinary Assistant/ Client Services
VCA & Scripps Parkway Veterinary Hospitals
03.2013 - 12.2019
Bachelor of Arts - Psychology
University of California San Diego
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