Karen Romero
Frederick
Summary
Motivated individual with more than 8 years of customer service experience. Bilingual professional with great communication, organization, and time management skills. Excellent in working with groups or alone to achieve a certain objective on time and with perfection.
Skilled Contact Center Representative with background in customer service and technical support. Strengths include problem-solving abilities, exceptional communication skills, and knowledge of call center software applications. Previous roles involved improving customer satisfaction ratings, enhancing client relationships, and contributing to team success.
Overview
10
10
years of professional experience
2016
2016
years of post-secondary education
Work History
Contact Center Representative
Bright Horizons
Westminster
02.2023 - Current
- Respond to parent inquiries assessing their childcare needs
- Meet minimum performance standards
- Offer different options of care depending each family situation
- Look for the requested care type and accommodations of parents for child needs or adult care.
- Utilize CRM system and Genysis to reach out to families and document reservation action.
- Maintained a high-level of customer satisfaction.
- Communicate with caregiver providers and centers to meet family care needs.
Housing Choice Voucher Specialist
Longmont Housing Authority
10.2022 - 02.2023
- Performed administrative work for the Housing Choice Voucher Program
- Determine eligibility and rent subsidies for the HCV Program according to federal rules.
- Managed caseload of between 200-250 households.
- Provide program information to applicants, participants, landlords, and other agencies. Answer questions that would come up regarding the program.
- Conduct new admission and move orientations for applicants.
- Perform annual- recertifications and interim changes on time. Make changes to rent depending on assets and income information provided.
- Schedule annual and move-in inspections for tenants' apartments or homes.
Assistant Portfolio Manager
Thistle Community Housing
09.2021 - 10.2022
- Assist the Portfolio Manager and the Portfolio Team manage a 105 unit complex with LIHTC program
- Talking with diverse prospective applicants and residents about low-income housing options and what it takes to qualify.
- Walking the property and leasing vacant units to keep rental apartments filled with qualified tenants.
- Compliance in applications & maintaining accurate and up-to-date records.
- Follow rules, regulations, and reporting to compliance agencies.
- Consistent, & Concise Communication with my Manager.
- Provide excellent customer service and communication in all interactions with applicants and tenants, including sending necessary notices when needed.
- Help the property manager with resident issues and offering issue resolutions.
- Show vacant units to prospects as needed, lease units, move ins, move outs.
- Upon receiving applications, in charge of residential verification, background and screening procedure, verify annual income requirements and guidelines.
- Work with housing agencies to accommodate individuals with affordable housing.
- Increased office organization by maintaining meticulous records of files.
- Execute lease contracts with addendums as needed for new move-ins.
- Work with Yardi and US Housing Consultants for application approval.
- Upon receipt of the application, in charge of residential verification, asset, background and screening procedure.
- Establish and maintain relationships with residents.
- Inspected unit turns for move ins.
- Step in to fulfill the manager role when the manager is not on-site.
Receptionist
Thistle Community Housing
12.2017 - 09.2021
- First point of contact for internal and external clients to ensure efficient and smooth day to day operation of office
- In charge of Front desk management systems and procedures
- Attention to detail and problem solving skills
- Write and distribute emails, correspondence memos, letter, faxes and forms
- Maintain contact lists
- Routing telephone calls to appropriate department
- Issue Receipts for Rent payments
- Helping company departments such as, CEO, Management, Leasing, HR & Accounting as needed
- Keep Kitchen and front office clean
- Order food and office Supplies for the week
- Help translate documents from English to Spanish
- Answer customer's concerns and solve issues they may encounter
- Help the accounting team with coding rent checks and entering them into the system.
- Enter invoices into the bank account system.
- Help the maintenance department with entering and closing work orders.
- Help CEO with miscellaneous projects
- Working knowledge of office equipment, monitor installations and technical difficulties
Cashier and Customer Service
Carnicerias Romero #2
Boulder
02.2017 - 08.2017
- In charge of making the company's merchandise orders.
- Trained to make payments to vendors and other workers.
- Answer customer's concerns and solve any issues.
- Communicating with staff, and handling their hour logs.
- Managed closing duties, including cash handling and restocking needed items.
- Delivered friendly and great service.
Vision Technician/Front Desk Receptionist
Adventure Dental, Vision & Orthodontics
Longmont
10.2016 - 02.2017
- Handling Front Office Reception Duties
- Answering phones and scheduling appointments.
- Trained to be a vision technician and give first vision exams to children.
- Helped Optometrist with notes and coding exams.
- Helped children pick out their new glasses.
HRM Representative
BC Services
Longmont
10.2015 - 08.2016
- Receive inbound and make Outbound calls Daily
- Help customers set up payment plans for their bills
- Take over the phone payments
- Send accounts to insurance for payment
- Communicate with co-workers to always help the customers
- Help customers with concerns and find better ways to pay bills
- Explain billing cycle and insurance policies
- Set up payment plans with customers for account payments.
Education
Skyline High School
Longmont, CoSkills
- Fluent In Spanish
- Fluent In English
- MS Office
- Yardi
- AnyOne Home
- Rentcafe
- Docusign
- Adobe
- Great Multi-Tasker
- Administrative abilities
- Tech Savvy
- Maintenance knowledge
- Customer Service
- Money Management
- Marketing and Advertising
- Resolve resident issues
- Data entry
- Property/unit Tours - Scheduler
- File Compliance
- Call Center
- CRM
- CoPilot
- Genysis
Timeline
Contact Center Representative
Bright Horizons
02.2023 - Current
Housing Choice Voucher Specialist
Longmont Housing Authority
10.2022 - 02.2023
Assistant Portfolio Manager
Thistle Community Housing
09.2021 - 10.2022
Receptionist
Thistle Community Housing
12.2017 - 09.2021
Cashier and Customer Service
Carnicerias Romero #2
02.2017 - 08.2017
Vision Technician/Front Desk Receptionist
Adventure Dental, Vision & Orthodontics
10.2016 - 02.2017
HRM Representative
BC Services
10.2015 - 08.2016
Skyline High School