MONICA ACOSTA
LOUISVILLE
Summary
Professional with background in management. Skilled in enhancing operational efficiency, driving growth, and fostering team collaboration. Known for adaptability to changing needs and effective problem-solving. Expertise in strategic planning, customer service, and financial oversight. Reliable leader focused on achieving results and empowering teams.
Overview
9
9
years of professional experience
Work History
Branch Manager
Truist Bank
03.2025 - Current
- Led branch operations to enhance customer service and optimize team performance.
- Developed and implemented strategic initiatives to drive growth and profitability.
- Mentored staff, fostering a culture of continuous improvement and professional development.
- Ensured compliance with regulatory requirements and internal policies across all banking activities.
- Established strong relationships with clients to enhance client satisfaction and retention rates.
- Managed budgetary planning, resource allocation, and forecasting for branch performance optimization.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
Customer Coordinator
Schumacher Homes of Kentucky
10.2023 - 03.2025
- Manage all customer relations for all financial and contract matters from sale through warranty, including handling customer concerns and complaints.
- Work with homeowners on final decisions of investments in the home.
- Use effective time management skills as well as good judgment to manage everyday tasks including but not limited to scheduling home site inspections, scheduling and facilitating pre-construction meetings, as well as final closing meetings with customers.
- Management of conflict resolution from sales through warranty and can pre-authorize customer concessions.
- Initial point person when there is a discrepancy between sales and construction.
- Responsible for ensuring funds are received.
- Managed scheduling and logistics for multiple home construction projects simultaneously.
- Coordinated communication between clients, contractors, and suppliers to ensure project alignment.
- Streamlined customer onboarding process, enhancing overall client experience and satisfaction.
- Oversaw project documentation accuracy, ensuring compliance with regulatory requirements and company standards.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Real Estate Agent
First Step Realty Group
09.2019 - 10.2023
- Conduct Open houses to help market for-sale properties.
- Stay up to date on market trends and property values to best assist clients.
- Develop positive and trusting relationships with customers by addressing individual needs.
- Negotiate final prices and draft sales contracts.
- Communicated clearly with clients to identify their needs and budgets and match available properties.
- Scheduled walkthrough of prospective properties and guided clients through each home’s features and value.
- Developed marketing strategies to effectively promote listings across multiple platforms, enhancing visibility.
- Guided clients through property transactions, ensuring compliance with local regulations and industry standards.
Leasing Professional
RIALTO HURSTBOURNE
01.2023 - 10.2023
- Conduct property tours and showcase available units to prospective tenants, highlighting key features and amenities.
- Respond to inquiries from prospective tenants promptly and provide accurate information regarding rental availability, pricing, and lease terms.
- Process rental applications, conduct background checks, and follow up on references to assess applicant eligibility.
- Coordinate lease signing, ensuring all necessary paperwork is completed accurately and promptly.
- Collaborate with the marketing team to develop strategies for attracting and retaining tenants.
- Provide detailed information about available floorplans, features, and amenities, ensuring clients are well-informed to make informed decisions.
- Collaborate with the marketing team to develop and execute effective sales and promotional strategies, resulting in increased lead generation and brand awareness.
Leasing Professional
Crescent Centre Apartments
07.2022 - 01.2023
- Build and maintain excellent relationships with residents, addressing their concerns and ensuring their needs are met promptly and professionally.
- Assist with resident move-in and move-out processes, conducting unit inspections and handling any necessary repairs or maintenance requests.
- Respond to resident inquiries and complaints, resolving issues in a timely and satisfactory manner.
- Proactively identify opportunities to enhance the resident experience and implement initiatives to improve resident satisfaction.
- Helped and cover the assistant property manager role in her absence, I stepped in the role quite a bit during my leasing position.
Real Estate Agent
Lisayly Hurtado PA (Hurtado Realty)
01.2017 - 09.2019
- Successfully achieve and surpass monthly and quarterly goals.
- Build and maintain relationships with potential homebuyers, guiding them through the entire home buying process from initial inquiries to closing.
- Conduct in-depth needs assessments to identify clients’ preferences, budgets, and timelines, tailoring home recommendations accordingly.
- Negotiate pricing and contract terms, demonstrating excellent communication and persuasion skills to close deals.
- Coordinate and attend open houses, tours, and events to showcase model homes and facilitate buyer engagement.
- Assisted clients in buying and selling residential properties, ensuring a smooth and seamless transaction process.
- Conducted market research and analysis to stay up-to-date with local real estate trends, enabling well-informed pricing strategies.
- Created and implemented marketing campaigns, including online listings, brochures, and virtual tours, to showcase properties to potential buyers.
- Conducted property showings and open houses, addressing buyer inquiries and providing comprehensive property information.
- Collaborated with mortgage lenders, inspectors, and title companies to coordinate all aspects of the sales process.
- Negotiated contracts and terms on behalf of clients, advocating for their best interests and ensuring a fair deal.
Education
Associate in Business Administration (ABA) -
Miami-Dade Community College
06.2019
High School Diploma - undefined
Westland Hialeah Senior High
01.2017
Skills
- Bilingual (English and Spanish) (Experienced), Efficient, Detail oriented, Interpersonal communication, Microsoft Office (Experienced), CRM (Experienced), Administrative, Critical thinking, Problem-solving, Networking, Telemarketing, Sales, Customer service (Experienced), Social media, Marketing, Negotiation, Real estate market trends
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Attention to detail
- Coaching and mentoring
- Team supervision
- Relationship building and management
- Client relationship management
- Strong team-builder
- Decision-making
- Team player
- Business development
- Project management
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Branch Manager
Truist Bank
03.2025 - Current
Customer Coordinator
Schumacher Homes of Kentucky
10.2023 - 03.2025
Leasing Professional
RIALTO HURSTBOURNE
01.2023 - 10.2023
Leasing Professional
Crescent Centre Apartments
07.2022 - 01.2023
Real Estate Agent
First Step Realty Group
09.2019 - 10.2023
Real Estate Agent
Lisayly Hurtado PA (Hurtado Realty)
01.2017 - 09.2019
High School Diploma - undefined
Westland Hialeah Senior High
Associate in Business Administration (ABA) -
Miami-Dade Community College