Monica Hernandez

• Coordinate property showings and maintain accurate scheduling for prospective tenants.
• Assist with tenant applications, ensuring completeness and adherence to leasing guidelines.
• Manage communication between property management and tenants, addressing inquiries promptly.
• Develope marketing materials to promote available units, enhancing visibility and interest.

• Managed about 50 calls answering inquiries, de-escalating complaints, updating customers accounts, and meeting metrics like first call resolution.
• Educated customers about billing, payment processing and support policies and procedures.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Maintained up-to-date knowledge of product and service changes.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Initiating outbound calls to notify customers of past-due balances.
• Accurately updating collection systems with call outcomes, promises to pay, and updated contact information.
• Assessing the customer’s financial situation and negotiating mutually agreeable payment arrangements or hardship workouts.
• Provided guidance on loan eligibility requirements, enhancing customer understanding of processes.

• Greeted clients, showed apartments, and prepared leases.
• Verified tenant incomes and other information before accepting lease applications.
• Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
• Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
• Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
• Collected rent and tracked resident payments and information in computer system.
• Distributed and followed up on tenant renewal notices.
• Registered clients on database to enable tracking history and maintain updated records.
• Communicated effectively with owners, residents, and on-site associates.

• Responding to inquiries from phone calls, emails, and walk-ins. Post listings on housing platforms and social media.

• Guiding prospective tenants around the property, showcasing model units, and highlighting the features and amenities of the community.

• Collecting applications, fees, and security deposits. Conducting background checks, income verification, and rental history reviews to qualify applicants.

• Conducted apartment tours and educated prospective residents on community amenities and leasing options.

• Prepared lease agreements and processed applications accurately and efficiently.

• Verified applicant documentation, income qualifications, and lease eligibility requirements.

• Assisted residents throughout move-in and renewal processes to improve satisfaction and retention.

• Collected rent payments and maintained accurate resident account records.

• Performed property inspections and coordinated maintenance scheduling.

• Responded promptly to resident concerns and resolved issues professionally.

• Maintained leasing databases and resident files with accuracy.

• Built strong relationships with residents, ownership teams, and vendors.

• Assisted in occupancy growth and resident retention efforts.