Lilly Herrera

Palm Beach Gardens, FL *****

ad1d7x@r.postjobfree.com

+1-305-***-****

Authorized to work in the US for any employer

Work Experience

Resident Relations Specialist

MCM Communities, LLC - Palm Beach Gardens, FL

April 2023 to Present

• Respond to residents calls, vendors inquiries, and potential Manufactured Homes buyers promptly and efficiently.

• Coordinate with appropriate staff to gather the necessary information to respond to and address any resident complaint from start to resolution.

• Escalate difficult resident and community issues to management to find mutually beneficial outcomes.

• Assist in developing resident retention and customer service initiatives.

• Start communications with residents regarding community events, notices, and all pertinent information regarding the community.

• Instruct residents to use online resources to make payments, service order requests, or warranty concerns.

• Gather service request information and entering the details into the data base to assign the issue to the appropriate maintenance staff. Answer any requests for updates regarding the service order.

• Assist with Notices to Vacate, gather information for move-outs, forwarding addresses, and landlord verifications.

Administrative Assistant

Castle Property Management, LLC - West Palm Beach, FL March 2022 to April 2023

• Responded to all residents inquiries regarding general association business and financial questions by phone, email, or in person.

• Gathered service orders information, inputted the details in property management software, monitored completion, and verified residents' satisfaction.

• Compiled and tracked reoccurring issues to assist the Property Manager in identifying major problems or trends.

• Maintained Association files, mail, binders, and office supply inventory.

• Attended monthly and special Board meetings, assisted with meeting agenda preparation and any documents for board approval, posted meeting notices, and newsletters.

• Maintained homeowner roster, updated the association's database, mail instructions and homeowners files.

• Reviewed leases, assisted in processing of new owners and tenants approval. Conducted new resident orientations and prepared welcome packages.

• Reviewed receivable reports and assisted the Community Association Manager in forwarding collection packages to counsel.

• Assisted residents with account balance inquiries as well as increasing the use of online payment system.

Outreach Program Case Manager

Catholic Charities - West Palm Beach, FL

August 2021 to March 2022

• Provide centralize intakes and scheduling for appointments. Screen clients for available financial assistance including rent, utilities, and transportation.

• Create a household budget and Plan of Action to regain Financial Stability moving forward

• Answering phone lines and referring to internal and external resources. Familiarize with community resources to give appropriate referrals.

• Assist with enrollment in web-based applications for resources such as food stamps and Medicaid.

• Conduct follow up with clients and maintain required documentation for each call or encounter.

• Recruiting volunteers.

• Interface with community agencies for collaboration purposes. Housing Eligibility Specialist

Nan McKay & Associates - Miami, FL

November 2020 to June 2021

• Received and processed Emergency Rental Assistance Applications with supporting documents from families affected by Covid-19.

• Maintained communication with applicants and landlords and updating the program's database.

• Reviewed supporting documents and issue payment vouchers to property owners according to program guidelines. Reconcile any payment discrepancies.

• Utilized processing software such as Happy, PODIO, and DocuPhase.

• Provide remote training to new hires.

Employment Specialist/Case Manager

Church World Service - Doral, FL

December 2017 to November 2020

• Provided employment services to families from different countries participating in the program.

• Conducted group and individual Employment Orientation in English.

• Assessed client's skills and created their resume.

• Contacted local employer to introduce our clients and secure a job placement.

• Responsible for creating a pool of local employers willing to hire our candidates. Outreach Specialist

Health Holdings, Inc - Miami, FL

July 2017 to December 2017

• Represent the company by attending scheduled community events

• Interact with potential members and explain the services provided at each medical center

• Assist in guiding all interested parties through the registration process

• Provide excellent customer and event planning

• Handle inbound calls and make outbound calls to potential members Resettlement Case Manager

International Rescue Committee - Miami, FL

August 2002 to May 2017

Resettlement Case manager

-Coordinate client's financial assistance according to guidelines

-Open files and create resettlement plan for each individual

-Serve as community liaison

-Assist with applications to obtain state legal documentation, health and social services

-Determine housing needs

-Complete school and ESL registration

-Employment registration

- Handle all confidential records

Education

High school diploma or GED

Skills

• Kronos Payroll System, Microsoft Programs (10+ years)

• Case Management

• Social Work

• Human Resources

• Employee Orientation

• Interviewing

• Microsoft Office

• Microsoft Excel

• Customer Service

• Documentation review

• Word processing

• Computer literacy

• Office experience

• Filing

• Spanish

• Intake

• Bilingual

• Microsoft Word

• Phone etiquette

• Clerical experience

• Customer support

• Leadership

• Property management

• Administrative Experience

• Typing

• Microsoft Outlook

• Data collection

Languages

• Spanish - Expert

Certifications and Licenses

Class E

Assessments

Spreadsheets with Microsoft Excel — Proficient

February 2022

Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient

Call center customer service — Proficient

June 2021

Demonstrating customer service skills in a call center setting Full results: Proficient

Work style: Reliability — Proficient

January 2022

Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient

Customer focus & orientation — Proficient

June 2021

Responding to customer situations with sensitivity Full results: Proficient

Sales skills — Proficient

February 2022

Influencing and negotiating with customers

Full results: Proficient

Attention to detail — Proficient

June 2021

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Work style: Professionalism — Proficient

July 2022

Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient

Cleaner fit — Proficient

April 2022

Measures the traits that are important for successful cleaners Full results: Proficient

Customer service — Proficient

August 2023

Identifying and resolving common customer issues

Full results: Proficient

Administrative assistant/receptionist — Proficient June 2021

Using basic scheduling and organizational skills in an office setting Full results: Proficient

Administrative assistant/receptionist — Proficient February 2022

Using basic scheduling and organizational skills in an office setting Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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