Monique Patereau
Austin,Texas
Summary
Driven to exceed expectations, I leveraged my strong negotiation skills and customer service expertise at The Emerson to significantly improve tenant satisfaction and streamline leasing processes. Fluent in Spanish and Sign Language, Exceled in multicultural communication, enhancing team collaboration and client relationships. My proactive approach and property management knowledge have consistently resulted in increased occupancy rates and efficient problem resolution.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Apartment Leasing Agent
The Emerson
Pflugerville, TX
07.2022 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Strengthened communication skills through regular interactions with others.
- Managed move-in and move-out processes efficiently, minimizing vacancies by coordinating unit turnovers quickly and effectively.
- Collected monthly rent payments and other fees, always properly recording, and processing money.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues in a timely manner.
- Streamlined leasing processes by implementing efficient record-keeping methods, ensuring accurate documentation and reducing errors.
- Developed strong relationships with potential tenants through personalized tours, providing detailed information about available units, amenities, and community features.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Facilitated open lines of communication among tenants, property management staff, and maintenance personnel to ensure smooth operations within the community.
- Provided exceptional customer service by promptly responding to inquiries and addressing concerns from both current residents and prospective clients alike.
- Maintained up-to-date knowledge of local housing regulations to ensure compliance with all applicable laws and guidelines.
- Improved overall occupancy rates by conducting thorough market research to identify competitive pricing strategies and marketing techniques.
- Maintained meticulous records of lease agreements, rental payments, and other relevant documentation to ensure accurate financial reporting and tracking.
- Assisted residents in understanding their rental contracts, handling disputes professionally while mediating fair resolutions between parties involved.
- Greeted clients, showed apartments, and prepared leases.
- Responded to requests and scheduled appointments for property showings.
- Delivered emergency 24-hour on-call service for tenants on building issues.
Receptionist
Meta
Austin, TX
09.2020 - 06.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained staff on operating procedures and company services.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Completed data entry and filing to keep records updated for easy retrieval.
- Completed all tasks in compliance with company policies and procedures.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Provided basic technical support for front office equipment, minimizing downtime.
- Enhanced security by monitoring visitor access and issuing badges according to company protocols.
Front Desk Receptionist
Holiday Inn
Round Rock, TX
04.2017 - 06.2020
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Managed a high volume of calls, directing guests to appropriate departments and services.
- Trained new front desk staff in hotel policies and procedures, maintaining consistent service standards.
- Ensured accurate inventory management of hotel supplies, reducing waste and optimizing resource allocation.
- Continuously updated knowledge of local attractions and events, providing informed recommendations to guests seeking leisure activities.
- Answered phone within 3 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Implemented marketing and promotional initiatives to increase occupancy.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Prepared reports on guest satisfaction levels and other metrics.
Sales Associate
Charlotte Russe
Round Rock, TX
05.2015 - 06.2018
- Handled high volume transactions during peak periods without compromising service quality or accuracy.
- Demonstrated adaptability by working various roles as needed including cashiering, stocking shelves, or assisting in the fitting room area.
- Assisted customers by answering questions and fulfilling requests.
- Streamlined checkout process for customers, reducing wait times and enhancing overall shopping experience.
- Increased customer satisfaction by providing exceptional service and addressing shopper inquiries.
- Managed returns and exchanges, resolving customer issues promptly and professionally.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Addressed customer needs and made product recommendations to increase sales.
- Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
Education
Some College (No Degree) - Real Estate
Champions Real Estate School
Austin, TX 05.2018 - 05.2019
High School Diploma -
Stony Point
Round Rock, TX06.2016
Skills
- Fair Housing Regulations
- Strong negotiation
- Property management knowledge
- Real Estate Laws
- Fair housing policies
- Lease Agreements
- Telephone and email etiquette
- Creative Problem-Solving
- Cash Handling
- Customer service expertise
- Relationship Building
- Phone and Email Etiquette
- Property tours and inspections
- Flexible Schedule
- Leasing and sales
- Property Marketing
- Fast Thinking
- Memory retention
- Note-taking Techniques
- Client Confidentiality
- Multitasking
- Trilingual (Spanish and Sign Language)
- Yardi
- CRM software
- Outlook
- Words
- Opera
- Teams
Timeline
Apartment Leasing Agent
The Emerson
07.2022 - Current
Receptionist
Meta
09.2020 - 06.2022
Some College (No Degree) - Real Estate
Champions Real Estate School
05.2018 - 05.2019
Front Desk Receptionist
Holiday Inn
04.2017 - 06.2020
Sales Associate
Charlotte Russe
05.2015 - 06.2018
High School Diploma -
Stony Point