Octavia Viera
Wilmington,DE
Summary
Experienced with tenant relations, property maintenance, and lease administration. Utilizes strong organizational skills and attention to detail to manage daily operations efficiently. Track record of effective communication and conflict resolution in high-pressure environments.
Overview
13
13
years of professional experience
Work History
Leasing Specialist
Capano Management Company
11.2023 - 11.2025
- Managed leasing inquiries, scheduled showings, and guided prospects through the application process.
- Assisted in preparing and executing new leases and renewals.
- Assist Property Manager with daily operations across 480 units.
- Provided front-office support, ensuring residents received prompt service and follow-up.
- Coordinate work orders with maintenance staff and third-party vendors, ensuring timely completion.
- Maintain tenant files, ensuring compliance with lease terms and property regulations.
- Process rent payments, post to tenant ledgers, and prepare late rent notices.
- Managed resident move-ins and move-outs, including key distribution, inspections, and security deposit reconciliation.
- Conduct routine property inspections to identify safety, maintenance, and compliance issues.
- Coordinated property showings and managed tenant inquiries to enhance customer satisfaction.
- Managed tenant inquiries and resolved issues to enhance resident satisfaction.
- Implemented marketing strategies to attract new tenants and reduce vacancy rates.
- Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
- Trained new hires on company policies, procedures, software applications and industry best practices-leading them towards successful job performance.
- Inspected common areas for cleanliness and notified maintenance of overflowing trash.
- Enhanced tenant satisfaction by efficiently resolving maintenance issues and inquiries in timely manner.
- Responded to Common Area Maintenance (CAM) inquiries.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
Collection Recovery Specialist
Simms Associates, INC.
10.2019 - 11.2023
- Review accounts with delinquent balances, typically identifying those that are 30, 60, or 90+ days past due.
- Address disputes, concerns, or reasons for non-payment, and work to resolve them through effective negotiation.
- Propose payment plans or settlement offers (such as reduced lump-sum payments for a portion of the balance owed) based on the debtor's financial situation.
- Ensure compliance with the Fair Debt Collection Practices Act (FDCPA) Consumer Financial Protection Bureau (CFPB) regulations, and other relevant federal or state laws governing debt recovery practices.
- Conducted outbound calls and written correspondence to debtors, addressing inquiries and resolving disputes in a professional and empathetic manner.
- Managed complex collections cases, ensuring timely recovery of outstanding debts.
- Developed personalized payment plans to assist clients in financial hardship.
- Trained new team members on collection processes and best practices.
- Demonstrated strong interpersonal skills in communicating with customers, colleagues, and external partners during the collections process, fostering a positive image for the organization while maximizing recovery rates.
- Navigated complex financial situations with tact and diplomacy, helping customers understand their obligations while working toward mutually beneficial resolutions.
Client Relations Representative & Loan Operator
Pennsylvania Higher Education Assistance Agency (PHEAA)
05.2019 - 10.2019
- Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt
- Observed all regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches
- Counsel customers in achieving successful repayment of their student loans. This includes but is not limited to answering payment and billing inquiries, discussing repayment plan options and eligibility, payment alternatives, interest accrual, forgiveness programs, and consolidation
- Assist customers with troubleshooting online account issues and utilizing online tools that are available
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action
- Research and process customers master promissory notes and credit agreements in Herra software, in regards to credit fraud investigations on borrowers federal student loan accounts
- Managed client inquiries and resolved issues to enhance customer satisfaction levels.
- Coordinated communication between clients and internal departments to streamline processes.
- Advised students on loan options, repayment plans, and eligibility requirements.
- Assisted clients in completing financial aid applications accurately and efficiently.
Administrative Assistant
BC Communities
09.2016 - 04.2019
- Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff and greeting visitors
- Developed and updated spreadsheets and databases to track, analyze and report on architectural applications and status for approval or denials
- Code and file snow reimbursement programs for DEL DOT
- Organized and scan weekly bank deposits using Doc Ware and QuickBooks software
- Identified and recommended changes to existing processes to improve accuracy, efficiency and responsiveness of customer service department
- Prepare and send Federal franchise tax forms for Home Associations
- Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks
- Used Microsoft Outlook to send and respond to correspondences' from homeowners, property managers and vendors.
- Managed scheduling and calendar for executive leadership, optimizing time efficiency.
- Coordinated office operations, ensuring seamless communication across departments.
Administrative Assistant
Tighe & Cottrell, P.A. Attorneys At Law
08.2012 - 08.2016
- Prepared and sent outgoing faxes, mail, and courier parcels
- Familiar with filing attorneys paperwork with the courthouse
- Greeted clients/suppliers/visitors to the organization in a professional and friendly manner
- Used computer word processing, spreadsheet, and database software to prepare reports, memos, and documents.
- File weekly bank deposits, prepare monthly billing for attorneys using Time slips billing software
- Prepared and send Federal Franchise tax notices and Annual reports for LLC's, INC., and LP companies.
- Organized and filed correspondences, depositions and exhibits and medical records in numerical order.
- Collected payments by phone using clients' approval with credit card information.
- Oversaw inventory management of office supplies, ensuring availability while minimizing costs.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Managed calendar scheduling for executives, ensuring efficient time allocation and prioritization of meetings.
- Assisted in preparing reports and presentations, enhancing clarity and organization of information shared with leadership.
- Mentored junior administrative staff, providing guidance on best practices and enhancing team productivity through knowledge sharing.
- Conducted legal research to support case preparation and ensure compliance with relevant laws.
- Assisted attorneys in trial preparation by summarizing depositions and preparing exhibits for presentation.
Education
High School Diploma -
DelCastle Technical High School
Newport, DE05-2013
Skills
- Administrative support
- Strong communication skills
- Property management
- Tenant issue resolution
- Fair housing policies
- Training and mentoring
- Prospecting assistance
- Customer service
Timeline
Leasing Specialist
Capano Management Company
11.2023 - 11.2025
Collection Recovery Specialist
Simms Associates, INC.
10.2019 - 11.2023
Client Relations Representative & Loan Operator
Pennsylvania Higher Education Assistance Agency (PHEAA)
05.2019 - 10.2019
Administrative Assistant
BC Communities
09.2016 - 04.2019
Administrative Assistant
Tighe & Cottrell, P.A. Attorneys At Law
08.2012 - 08.2016
High School Diploma -
DelCastle Technical High School