Overview
Work History
Skills
Timeline
Generic

Raquel Garcia

Resident Service Coordinator
Leon

Overview

12
12
years of professional experience

Work History

Resident Services Coordinator

Evernest
Leon Gto
04.2023 - Current
  • I have been a Resident service coordinator for two years.
  • As an RS I oversee all resident communication.
  • I am in charge of collection follow up. I reach out to delinquent residents who are past due on their rent by exhausting all of our tools by using Nextiva to make outbound calls, Open Messenger emails and texting.
  • I help our residents create payment plans in case they are not able to pay by their grace period. I continue to follow up until rent has been paid.
  • I have been able to bring down my delinquency percentage for my assigned portfolios down to 3% every month the goal is 6%.
  • I also handle renewals for our residents, I schedule annual inspections prior to sending their renewals to sign. I have been able to reach my renewals goal and ending at 100% every month.
  • I am also responsible for other resident-related concerns like providing maintenance updates, de-escalating upset tenants and also communicating important updates between the property owner, our team and the residents.
  • Before the day ends I always like to make sure all my emails, text messages, Asana tasks, Open notifications have been all cleared out and no pending tasks are left behind. This allows me to make sure everything is in order and that we do not have any unattended urgent tasks or upset residents without a response.
  • Aside, from my daily responsibilities I have also been supporting the South RS´s team. By auditing their renewals, helping them clear their Asanas in case they have no capacity to do so. I have also assisted my team by covering for them when they are out of office by clearing their emails, answering their calls, and completing urgent incoming tasks.
  • Helping my team lead in training our new onboards and shadowing them to help them with any difficulties they may encounter.
  • I always ensure I make myself available for my team, which is something I noticed Evernest is amazing at! I remember when I was hired the support I received was amazing, So I try to always be that same support to my team.
  • I was chosen to be a part of the RS Leadership Development training team that Duncan is leading. Which is a great accomplishment for me. Being a part of that team reflects my capabilities but also the trust others have in my potential to grow and help others grow is quite an honor.

Verification Specialist

Porch
Leon Gto
05.2018 - 05.2022
  • I worked at Porch for three years.
  • I made outbound calls and would sometimes receive inbound calls depending on the how high the queue was.
  • My job was to call the homeowners, verify their personal information, gather information on their home improvement projects to then connect them with a local professional who matched their needs and would get them started on the bidding process.
  • The goal was to make the transfer and to help homeowners complete their home improvement projects at the lowest rate.

Teletech

Customer Service
Leon Gto
09.2013 - 06.2017
  • I worked as a Dish service representative for five years.
  • I use to assist customers on billing questions they had on their Dish tv services. By explaining monthly fees, unknown charges, upgrading or downgrading services to their needs to fit their budget.
  • I also assisted with technical assistance on issues they might come across with like their signal loss, remotes not functioning properly or equipment not working.
  • I was also in charge of scheduling technical visits if the problem wasn't resolved by doing basic trouble shooting steps on the phone.
  • We also had to offer and upsell premium packages on every call to take sales bonus and improve the customers tv experience.

Skills

  • Great verbal and written communication skills

  • Attention to details

  • Active Listening

  • Teamwork

  • De-escalating angry or upset residents

  • Competitive and always pushing myself on ways to improve and grow

  • I’m enthusiastic about receiving constructive feedback, as I see it as opportunity to grow and improve

Timeline

Resident Services Coordinator

Evernest
04.2023 - Current

Verification Specialist

Porch
05.2018 - 05.2022

Teletech

Customer Service
09.2013 - 06.2017

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