Andrea Lara Santillan

• Prepared and processed journal entries to record in general ledger and maintain consistent documentation.
• Bank deposits: rents & owner contributions.
• Owner bill pay and balance management.
• Owner draws.
• Owner statements
• Prepared timely and accurate tax filings, ensuring compliance with federal, state, and local regulations.
• Out of state (FTB) accounting & monthly audit.
• Monitored accounts receivable, accounts payable and other account balances to track transactions, avoid discrepancies and maintain accuracy.
• Monthly internal audits: Minimum management fee audit, Diagnostics audit, Hold spreadsheets audit, OBP audit, mid month payables audit.
• Trust Bank Reconciliations
• Security deposit transfers
• Terminate client procedures
• Resident accounting: security deposit refunds, NSF deposit items, tenant refunds.
• Customer service: Help owner and residents with questions about statements, taxes, owner draws, FTB items, security deposits.
• Delegate simple questions to Property Administrator.

Covered role of official assistant admin manager while she was on maternity leave.

• Reviewed reports & KPI's of team members, addressed concern areas.
• Meetings with admin team weekly to discuss KPI's & metrics and task out projects.
• Maintained metric & KPI data.
• Processed daily bank deposits
• Record company revenues, pay expenses, credit cards & deposits.
• Bill approval
• Entered and paid management bills
• Performed credit card audit
• Ensured accounting for owners and tenants was correct.
• Management account reconciliation
• Addressed elevated client/resident customer service issues related to the admin department.
• Reapplied rent payments.
• Worked on special projects assigned by manager.

• Transferred calls to the requested department or person, followed up on contact information, and interactions.
• Application questions and status, showing instructions, rent questions, portals, document requests, rental verifications, and general questions about the lease, as well as move-in/move-out questions.
• Audits: File reviews for properties (to make sure everything was ready upon move-in), landscaping audit (to make sure billing was appropriate for property owners), TLI audit (to ensure residents had their renters' insurance updated and they wouldn't get double charged with our program as well), and inspection audit (performed to accurately bill owners for periodic inspections). Tenant outstanding balance audit (collection prevention for residents with open balances).
• Updated property listings regularly on various platforms, ensuring accurate information was readily available for prospective tenants searching online resources.
• Online portal support for residents.
• I answered emails from our platform, Helpscout and Podium, which included communication from vendors, residents, and owners.
• Billing: entering invoices previously uploaded through Smart Bill in AppFolio.
• I forwarded QuickBooks bills to the admin manager in a timely manner.
• Reviewed and maintained tenant ledgers for accuracy.

• Responsible for a full porftolio of past due accounts.
• Reduced delinquency by using skipwork process to ensure contact with the customer.
• Collected delinquent payments from lease or retail customers of Nissan, Infiniti and Renault vehicles.
• Handled in and outbound calls.
• Researched and resolved customer disputes, generating correspondence to clients including cure and demand notices as required by law.
• Participated in a SWAT internal project, which was a contention team to avoid losses or repossessions for the company.
• Roll down the special project to take delinquent accounts from the moment they got to our department. Have more time to contact them provide payment extensions and offer the best alternative to bring customer's account current.
• Served as a subject matter expert within the collections team, providing guidance and support to colleagues on complex cases.
• MVP for the month of september 2018
• Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.

• Received payment and posting amount to customer's account.
• Preparing statements to credit department if customer failed to respond
• Initiated repossesion proceedings or service disconnection
• Keeping records of collection and status of accounts
• Streamlined collections processes, resulting in improved efficiency and productivity within the department.
• BRINKS specialist, making sure the pick up of assets was performed in a timely manner.

I was my managers assistant and handled her agenda and appointments, worked directly in the office creating passport expedition appointments and providing instructions and orientation to our clients.

• Filled forms for tourist, work and student visa application.
• Orientation for clients on documentation and appointment for US Consulate interview.
• Organization of private and group transportation to assist Consulate in Guadalajara or México City.

• Plan and sell transportation and accommodations for travel agency customers.
• Determined destination, modes of transportation, travel dates, costs, and accommodations required. Along with a specific itinerary.
• Sold tour packages
• Resolved client travel problems.
• Over the phone, email or website reservations of hotels, flights, bus.

I was Flex QA specialist for Time Warner Cable

• Call monitoring
• Calibrations with other members of QA team to ensure processes.
• individual feedback provided to agents, agent opportunity areas follow up, commitment tracker
• Direct contact with US based client to make sure the servies we provided were meeting their needs.