Tonya C. Collins
Baton Rouge,LA
Summary
Results-driven Customer Service Manager with expertise in leading teams and enhancing client interactions across multiple channels. Skilled in resolving complex issues and optimizing service operations to boost customer satisfaction. Strong background in strategic leadership and organizational management, fostering improved team performance and efficiency. Holds a Louisiana Real Estate Salesperson's license and is a commissioned Notary.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Property Manager I
Corona Apartments and Beltline Townhomes
04.2025 - 11.2025
- Managed property portfolios, engaged with potential tenants, and met leasing goals through proactive outreach.
- Engaged with over 20 potential tenants weekly, providing tours and detailed information to improve leasing experience.
- Successfully collected $40,000 in delinquent rent in three weeks
- Managed over 150 tenants
- Prepared and analyzed monthly financial reports
- Keyed monthly invoices for both properties
- Processed tax credit recertifications and applications in a timely manner.
- Supervised two maintenance staff to ensure timely repairs and property upkeep, enhancing tenant satisfaction.
Administrative Assistant I
Intersolutions (The Elysian Apartments)
02.2025 - 04.2025
- Performed delinquent rent collections via outgoing calls on a daily basis. Collected $50,000 in the course of one week.
- Assisted tenants in-person with requests, queries, and issues to ensure timely resolution.
- Answered incoming calls from tenants, vendors, and prospective tenants, providing information and support.
- Documented work order requests from tenants in-person and via telephone to maintain accurate records.
- Conducted and documented follow-up calls for outstanding work orders.
- Sorted and scanned accounts payables to the regional manager daily.
Administrative Assistant
Intersolutions (Wildwood Apartments)
11.2024 - 01.2025
- Promoted renewal options to residents, resulting in increased participation
- Documented each transaction and distributed new parking decals to 715 residents
- Collected key fobs from 715 residents to ensure accurate access control
Leasing Agent
Intersolutions (The Hub at Baton Rouge)
10.2024 - 12.2024
- Conducted unit tours for prospective tenants.
- Inspected make-ready units to ensure readiness for prospective tenants.
- Conducted inspections of vacated units.
- Followed up on all inquiries via RentCafe to enhance tenant engagement.
- Managed incoming calls to assist tenants and resolve inquiries promptly.
- Participated in trashing units.
Benefits Analysis Team Supervisor
Louisiana Workforce Commission
09.2023 - 05.2024
- Supervised team of customer service professionals, providing leadership and support to enhance service delivery and resolve complex unemployment compensation issues.
- Monitored and evaluated key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, using insights to drive improvements and optimize service delivery.
- Implemented and refined processes to streamline service operations, reduce inefficiencies, and ensure consistent, high-quality customer interactions.
- Led weekly team meetings to tackle operational challenges, implement strategic changes, and resolve technical issues, ensuring smooth operations.
- Conducted bi-weekly audits of agent interactions, identifying trends and areas for development to elevate service standards and agent performance.
- Expertly handled escalated customer concerns and provided on-the-ground support, achieving high levels of resolution and customer satisfaction.
- Collaborated with departments to address customer needs, gather feedback, and enhance services based on customer insights.
ORS Specialist II
Louisiana Workforce Commission
01.2023 - 09.2023
- Managed incoming calls from customers seeking to file unemployment insurance claims, obtain claim status updates, and address inquiries regarding benefits. Provided clear, accurate information and resolved issues to ensure customer satisfaction.
- Resolved customer inquiries and concerns related to unemployment claims, utilizing problem-solving skills to enhance customer experience.
- Followed established procedures and guidelines for processing claims and handling customer interactions, ensuring compliance with organizational standards.
- Maintained accurate records of customer interactions and claims, updating systems with relevant information to ensure seamless service delivery.
- Collected customer feedback to identify recurring issues and areas for service improvement, leading to enhanced customer support practices.
- Participated in ongoing training to maintain current knowledge of policies and procedures, ensuring effective customer service delivery.
Case Manager
Plexos Group
06.2021 - 12.2021
- Managed rental assistance applications using multiple software systems to track and update application statuses, maintaining high accuracy in case management.
- Expertly utilized multiple software systems to track, manage, and update application statuses, ensuring high levels of accuracy and efficiency in case management.
- Effectively handled a caseload of up to 100 applications, demonstrating strong organizational skills to prioritize and manage tasks, ensuring timely and accurate processing.
- Processed applications at all status stages for submission to Quality Assurance, ensuring compliance with quality standards and facilitating approval workflows.
- Collected, reviewed, and meticulously organized applicant documents. Labeled and processed submissions with precision, facilitating accurate and timely application progression.
- Provided support to applicants for Rent Help Minnesota project, conducting telephone interviews to gather information and clarify application procedures, improving customer experience.
Property/Office Manager I
Hamilton Group LLC
02.2020 - 05.2021
- Collected rent and property fees from tenants and owners to ensure timely revenue flow
- Paying property expenses, including taxes, mortgages, payroll, insurance premiums and maintenance costs
- Reporting the property’s financial status, occupancy and expiring leases to property owners
- Met potential tenants, showcased properties, and assessed applications to ensure compliance with anti-discrimination laws
- Created advertisements for vacant properties to attract potential tenants.
- Inspected properties and coordinated repairs and material acquisitions to maintain property standards
- Arranging contracts for maintenance, trash removal, landscaping, security and other ongoing services and managing disputes with these service providers where appropriate
- Investigating and resolving property complaints and rental violations.
Property Manager
79th Street Apartments LLC
Baton Rouge, Louisiana
10.2019 - 11.2020
- Managed daily operations of residential property ensuring tenant satisfaction.
- Oversaw lease agreements, renewals, and tenant communications to ensure compliance.
- Resolved tenant complaints quickly and effectively while ensuring customer satisfaction.
- Handled resident complaints and expedited maintenance requests.
- Coordinated maintenance requests and monitored completion to ensure timely service for tenants.
- Conducted regular property inspections to maintain quality standards and safety.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
- Created and executed property marketing strategies to increase tenant interest and occupancy rates.
- Maintained comprehensive financial records, including budgets and expense reports, to ensure accuracy and accountability.
- Maintained accurate records of financial transactions including rent collections, security deposits, and other income sources.
- Collected monthly assessments and rental fees from tenants to ensure timely payment.
- Trained and supervised staff on operational procedures and customer service standards.
- Resolved tenant disputes effectively while fostering a positive community environment.
- Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria.
- Processed evictions in accordance with state laws and procedures.
- Ensured that all rent payments were collected on time by following up with delinquent tenants.
- Facilitated tenant paperwork processing and verification.
Administrative Program Assistant
LA Department of Veteran Affairs
01.2019 - 10.2019
- Coordinated and tracked compliance visits for 240 educational facilities, ensuring adherence to VA GI Bill guidelines.
- Maintained and updated facility approval records while monitoring payments and overpayments to ensure accurate financial management.
- Processed communications and mail, provided technical support to School Certifying Officials, and efficiently managed phone inquiries to enhance service delivery.
Social Services Analyst
Department of Children and Family Services
05.2017 - 12.2018
- Calculated and verified income details, applying federal and state regulations to assess eligibility for assistance programs.
- Scheduled and conducted client interviews for SNAP benefits, ensuring accurate application processing and adherence to program guidelines.
- Coordinated client correspondence, issued and activated EBT cards, and loaded initial benefits to ensure compliance with program policies.
Office Manager
Happy Transport LLC
06.2014 - 06.2016
- Managed payroll processing, generated checks for payroll, payables, and employee reimbursements, ensuring accurate and timely payments.
- Managed and scheduled routes and confirmed deliveries to ensure timely and efficient operations.
- Maintained correspondence and procured W-9 forms, streamlining documentation for tax compliance.
Accounts Payable Clerk
Southern University Agricultural Center
06.2012 - 08.2014
- Processed invoices and requisitions, issuing checks for vendor payments, reimbursements, and travel expenses to ensure timely cash flow.
- Managed invoice reconciliation by matching and verifying invoices against purchase orders, ensuring accurate data entry for timely vendor payments.
- Maintained meticulous financial records and facilitated payment operations, enhancing overall efficiency of accounts payable functions.
Legislative Assistant
Louisiana House of Representatives
12.2008 - 12.2010
- Composed and distributed monthly newsletter via email, enhancing communication with constituents.
- Answered phone calls, addressed constituent complaints, and resolved concerns, improving constituent satisfaction.
- Managed written and electronic correspondence, implemented new filing system, and coordinated appointments and travel, streamlining office operations.
- Processed campaign contributions accurately, maintained banking transactions, provided annual bank reconciliations, processed bills, and submitted invoices to the accounting department.
Payroll Supervisor
RJ Trucking
09.2002 - 12.2008
- Processed payroll by inputting data and generating paychecks, ensuring accurate and timely payments for employees.
- Managed accounts payable functions, reconciling bank statements and processing payments to maintain financial integrity.
- Prepared monthly financial reports and performed bank reconciliations, delivering insights to owner for informed decision-making.
Customer Service Representative
Bellsouth Telecommunications
06.2002 - 10.2007
- Resolved customer billing inquiries and complaints, enhancing satisfaction and ensuring accurate account management.
- Adjusted customer accounts and services, issuing credits to rectify issues and maintain precise records.
- Recommended and presented products to customers, achieving sales quotas on every call.
Education
Notary Public Commission - Civil Law
Notary -Louisiana Style
Baton Rouge, LA10-2021
Some College (No Degree) - Chemistry And Accounting
Southern University And A&M College
Baton Rouge, LA10-2008
Real Estate Salesperson - Real Estate Sales
Burke Baker School of Real Estate And Appraisal
Baton Rouge, LA10-2008
Skills
- Customer service excellence
- Lease management
- Rent collection
- Effective communication
- Performance and conflict management
- Technical proficiency
- Leadership and team management
- Strategic planning
- Process improvement
- Training and development
- Data analysis
- Quality assurance
- Project management
- Crisis management
- Cross-functional collaboration
- SaaS technology knowledge
- Salesforce and Zendesk expertise
- Microsoft Office suite
- Tenant relations
- Financial reporting
- Property inspections
- Conflict resolution
- Compliance management
- Team leadership
- Marketing strategy
- Communication skills
- Time management
- Problem solving
- Lease renewals
- Maintenance coordination
- Software utilization
- Vendor management
- Compliance monitoring
- Financial budgeting and reporting
- Property marketing and promotion
- Preparing property agreements
- Property management
- Multi-family property management
- Fair housing compliance
- Real estate license
Certification
Commissioned Notary Public, Louisiana, 11/01/21
Accomplishments
2021 Leaders of Color Cohort Graduate
Timeline
Property Manager I
Corona Apartments and Beltline Townhomes
04.2025 - 11.2025
Administrative Assistant I
Intersolutions (The Elysian Apartments)
02.2025 - 04.2025
Administrative Assistant
Intersolutions (Wildwood Apartments)
11.2024 - 01.2025
Leasing Agent
Intersolutions (The Hub at Baton Rouge)
10.2024 - 12.2024
Benefits Analysis Team Supervisor
Louisiana Workforce Commission
09.2023 - 05.2024
ORS Specialist II
Louisiana Workforce Commission
01.2023 - 09.2023
Case Manager
Plexos Group
06.2021 - 12.2021
Property/Office Manager I
Hamilton Group LLC
02.2020 - 05.2021
Property Manager
79th Street Apartments LLC
10.2019 - 11.2020
Administrative Program Assistant
LA Department of Veteran Affairs
01.2019 - 10.2019
Social Services Analyst
Department of Children and Family Services
05.2017 - 12.2018
Office Manager
Happy Transport LLC
06.2014 - 06.2016
Accounts Payable Clerk
Southern University Agricultural Center
06.2012 - 08.2014
Legislative Assistant
Louisiana House of Representatives
12.2008 - 12.2010
Payroll Supervisor
RJ Trucking
09.2002 - 12.2008
Customer Service Representative
Bellsouth Telecommunications
06.2002 - 10.2007
Notary Public Commission - Civil Law
Notary -Louisiana Style
Some College (No Degree) - Chemistry And Accounting
Southern University And A&M College
Real Estate Salesperson - Real Estate Sales
Burke Baker School of Real Estate And Appraisal