Assistant Community Association Manager - KPM Association Management / Fletcher Community Partners
(2025-02 - 2026-08)
- Provided administrative and customer support while working graveyard shifts aligned with U.S. business hours.
- Managed high-volume email correspondence using Microsoft Outlook and Microsoft 365, ensuring timely responses, accurate documentation, and effective routing of inquiries to appropriate departments.
- Managed and tracked service and maintenance requests, invoices, work orders, and customer inquiries through VANTACA and ticket management systems, ensuring timely resolution, documentation, and follow-up.
- Coordinated community remote access and key management requests, maintaining accurate records while ensuring compliance with established procedures.
- Provided comprehensive administrative support to Community Managers, including preparing documentation, monitoring tasks, scheduling follow-ups, and assisting with day-to-day operations.
- Managed homeowner violation records by documenting cases, monitoring compliance, issuing communications, and coordinating with relevant stakeholders.
- Performed accurate data entry and maintenance of billing records, homeowner information, vendor details, and other operational databases while ensuring data integrity.
- Handled inbound and outbound calls using RingCentral, professionally responding to homeowner, Board Member, vendor, and contractor inquiries, providing updates, and resolving concerns promptly.
- Served as the primary point of contact for homeowners and Board Members by addressing general inquiries, providing administrative assistance, and facilitating effective communication.
- Assisted with parking management by processing permits, addressing parking-related concerns, coordinating enforcement actions, and maintaining parking records.
- Coordinated with vendors and contractors regarding work schedules, service requests, invoices, project updates, and documentation to support efficient service delivery.
- Maintained organized digital records, reports, and documentation to support operational efficiency and regulatory compliance.
- Monitored task progress and ensured timely completion of assigned requests through regular follow-up and coordination with internal teams and external stakeholders.
- Demonstrated strong multitasking and organizational skills by managing multiple priorities simultaneously using Asana, Microsoft 365, and CRM/property management platforms while consistently meeting deadlines in a fast-paced remote environment.
- Delivered exceptional customer service by resolving issues professionally, maintaining confidentiality, and fostering positive relationships with homeowners, board members, vendors, and internal management.
- Provided comprehensive administrative and operational support across the management team, contributing to process efficiency, effective communication, and seamless day-to-day business operations.
Affordable | Platinum Helpdesk Support - RealPage
(2022-07 - 2025-02)
Provided technical and product support to U.S.-based clients and property management professionals while working graveyard shifts aligned with U.S. business hours.
- Provided advanced troubleshooting, faster response times, priority service, and additional services.
- Provided product support for property management systems serving the conventional and affordable multifamily rental housing markets.
- Delivered exceptional customer support to high-priority clients, ensuring their technical and service-related issues were resolved promptly and effectively.
- Provided high-level troubleshooting and technical support for clients experiencing complex software and system issues.
- Responded to service requests through multiple channels, including phone, email, and ticketing systems.
- Collaborated closely with other internal teams (technical support, product development) to resolve issues quickly and effectively.
- Documented and updated issue resolutions, troubleshooting steps, and customer interactions in the company's ticketing or CRM systems.
- Educated clients on how to effectively utilize company products, services, and features to enhance their overall experience.
- Regularly updated clients on the status of support tickets, ongoing issues, and service cases.
- Shared best practices, troubleshooting techniques, and knowledge with team members to continuously improve service quality.
- Resolved billing inquiries and discrepancies raised by clients, ensuring a prompt response to emails or calls.
Mortgage Broker Virtual Assistant - VA Platinum Pty Ltd Inc.
(2021-04 - 2022-07)
Provided virtual administrative and customer support to Australian-based clients and mortgage broker accounts during a day-shift schedule.
- Responded to client inquiries via email, phone, and chat, providing information regarding application processes and status updates.
- Maintained ongoing communication with clients throughout the loan process, answering questions and providing timely updates.
- Collected, organized, and maintained required client documents, including income verification, credit reports, identification, and other supporting documentation.
- Ensured all required paperwork was complete, accurate, and submitted in a timely manner.
- Prepared loan application packages for submission to lenders, ensuring all necessary forms and supporting documents were included.
- Assisted in reviewing loan applications for completeness and accuracy and ensured client information was properly entered into the system.
- Communicated with lenders, banks, and other parties involved in the mortgage process to facilitate a smooth and efficient workflow.
- Tracked loan application progress, deadlines, and required tasks to support a timely and successful closing process.
- Prioritized and managed administrative tasks and deadlines, allowing the broker to focus on high-priority activities.
- Accurately entered and maintained client and loan information in the company's database and management systems.
- Sent reminders and conducted follow-ups with clients regarding outstanding documents and required actions.
- Assisted in monitoring the status of applications, loans, and required documentation throughout the mortgage process.
Customer Service | Sales Representative - Telstra Int'l Phil Inc.
(2015-11 - 2021-02)
Provided customer service and technical assistance to Australian-based customers regarding Telstra products and services while working a day-shift schedule.
- Responded to customer inquiries via phone, email, and chat, addressing questions and concerns regarding Telstra products, services, billing, and technical support.
- Assisted customers in resolving issues related to mobile plans, broadband, and other Telstra services in a timely and professional manner.
- Troubleshot customer issues, including connectivity problems, billing discrepancies, and account management inquiries, while providing effective resolutions.
- Provided clear instructions and solutions to help customers use Telstra products and services effectively.
- Identified opportunities to upsell and cross-sell Telstra products and services, including mobile phones, internet plans, and entertainment packages.
- Guided customers in selecting products and services based on their needs, preferences, and budget, providing personalized recommendations.
- Provided customers with detailed information about their plans, usage, and billing cycles, ensuring transparency and a clear understanding of their accounts.
- Assisted customers with account adjustments, including plan changes, upgrades, downgrades, and billing disputes.
- Retained existing customers by providing excellent service, identifying potential concerns, and resolving issues promptly to help prevent cancellations.
- Assisted customers with technical issues related to Telstra's services and products, including mobile devices, internet connections, and network services.
- Troubleshot common connectivity and hardware issues and provided step-by-step guidance to help customers resolve technical problems.
- Educated customers on self-service options, including Telstra's online tools and applications, to help them manage their accounts independently.
- Responded to customer inquiries regarding billing, including charges, adjustments, payments, and account balances.
- Explained billing statements, charges, and plan details clearly to ensure customers understood their accounts.
- Resolved billing discrepancies by reviewing account history, investigating disputed charges, and providing customers with clear and detailed explanations.
- Promoted Telstra's latest offers, bundles, and promotions to both new and existing customers.
- Provided customers with detailed information while working graveyard shifts aligned with U.S. business hours about their plans, usage, and billing cycles, ensuring transparency and a clear understanding of their accounts.
Customer Service Representative - Convergys Corp.
(2008-04 - 2015-11)
- Provided customers with detailed information while working graveyard shifts aligned with U.S. business hours about their plans, usage, and billing cycles, ensuring transparency and a clear understanding of their accounts.
- Assisted customers with account adjustments, including plan changes, upgrades, downgrades, and billing disputes.
- Retained existing customers by providing excellent service, identifying potential concerns, and resolving issues promptly to help prevent cancellations.
- Assisted customers with technical issues related to Telstra's services and products, including mobile devices, internet connections, and network services.
- Troubleshot common connectivity and hardware issues and provided step-by-step guidance to help customers resolve technical problems.
- Educated customers on self-service options, including Telstra's online tools and applications, to help them manage their accounts independently.
- Responded to customer inquiries regarding billing, including charges, adjustments, payments, and account balances.
- Explained billing statements, charges, and plan details clearly to ensure customers understood their accounts.
- Resolved billing discrepancies by reviewing account history, investigating disputed charges, and providing customers with clear explanations of charges.
