Operations, Leasing & Collections Leader
Resume:
Lakecia Rouse
**************@*****.***
Professional Summary
Results-oriented Operations, Collections, and Talent Development Leader with over 10 years of progressive experience driving operational excellence, employee development, customer service, and workforce management. Proven ability to lead high-performing teams, streamline business processes, improve productivity, and ensure compliance with organizational policies and service standards. Skilled in cross-functional collaboration, performance management, employee engagement, onboarding, recruiting, training, and customer relationship management. Recognized for building strong teams, implementing process improvements, and delivering measurable business results in fast-paced environments. Adept at balancing operational objectives with employee needs while fostering a culture of accountability, continuous improvement, and exceptional customer service. Strong communicator with exceptional leadership, problem-solving, organizational, and relationship-building skills.
Assistant Property Manager / Leasing Agent
October 2025 – Present
● Manage the day-to-day operations of a multifamily apartment community while ensuring excellent customer service for current and prospective residents.
● Conduct apartment tours and effectively market available units to achieve occupancy goals.
● Process rental applications, verify income and background information, and prepare lease agreements and renewals.
● Maintain resident files and ensure compliance with Fair Housing laws, company policies, and lease requirements.
● Coordinate move-ins, move-outs, lease renewals, and resident retention initiatives.
● Collect rent payments, monitor delinquent accounts, and communicate with residents regarding past-due balances and payment arrangements.
● Assist with enforcing community rules and lease violations by preparing resident notices and documentation.
● Coordinate maintenance requests, follow up on work orders, and ensure timely resolution of resident concerns.
● Perform unit inspections, move-in/move-out inspections, and property walks to maintain community standards.
● Assist with budget monitoring, reporting, accounts receivable, and administrative office operations.
● Respond professionally to resident inquiries, complaints, and emergencies.
● Support marketing efforts through online listings, resident events, and community outreach.
● Supervise office operations in the Property Manager's absence and assist with training and supporting onsite staff.
● Maintain accurate records using property management software, including resident accounts, leasing activity, and reports.
● Build positive relationships with residents, vendors, contractors, and team members while promoting a welcoming community environment.
Professional Experience
IQ Fiber
Operations Supervisor
April 2023 – January 2025
● Lead cross-functional initiatives to resolve operational issues impacting customer experience, service delivery, and performance metrics.
● Partner with multiple departments to identify process improvements and implement solutions that support business objectives.
● Facilitate performance review meetings and monitor team performance to ensure achievement of service level agreements (SLAs).
● Maintain and manage customer information within CRM systems while supporting key customer-focused initiatives.
● Develop and maintain strong partnerships with operational teams and network management to enhance service delivery.
● Conduct weekly team meetings to communicate objectives, address challenges, and drive engagement.
● Support performance management initiatives, coaching team members toward operational and customer service goals.
● Create and maintain training materials, job aids, and procedural documentation to improve employee effectiveness.
● Serve as a subject matter expert on customer service policies, procedures, and best practices.
● Lead ongoing training and development programs while ensuring consistent policy enforcement and disciplinary practices.
● Manage operational projects supporting strategic business initiatives and organizational growth.
ADT Security
Senior Collections Onboarding Recruiter
Jacksonville, FL October 2017 – March 2023
● Directed full-cycle recruiting, onboarding, and training programs supporting large-scale hiring initiatives.
● Successfully onboarded and trained more than 500 employees annually, ensuring seamless integration into company operations.
● Partnered with leadership teams to maintain compliance with organizational policies and employment regulations.
● Led employee engagement initiatives that improved retention, communication, and workforce satisfaction.
● Developed and implemented onboarding processes, training programs, and employee development strategies.
● Collaborated with management to identify staffing needs, source qualified candidates, and coordinate interviews.
● Mentored and coached leaders and team members to support career growth and succession planning.
● Coordinated technical training and professional development programs to enhance employee performance.
● Advised management on policy implementation, performance management, and employee relations matters.
● Developed policies, procedures, standards, and operational guidelines to support organizational goals.
● Managed complaint resolution processes and conducted investigations while ensuring policy compliance.
● Led change management efforts by maintaining transparent communication and fostering employee engagement during organizational transitions.
● Trained, mentored, and coached Customer Success team members to achieve performance goals.
ADT Security
Collections Manager
Jacksonville, FL October 2011 – Present
● Supervise collections operations while leading teams responsible for delinquent account recovery and customer payment resolution.
● Train, mentor, and develop staff on collections strategies, compliance requirements, and performance expectations.
● Monitor account portfolios and implement collection strategies to maximize recovery rates while maintaining customer relationships.
● Establish and maintain collection procedures to ensure compliance and operational consistency.
● Negotiate payment arrangements and resolve complex customer account issues.
● Collaborate with legal and recovery teams to manage default accounts and risk mitigation efforts.
● Oversee payment processing and account reconciliation activities.
● Conduct account research and due diligence to identify and resolve payment discrepancies.
● Implement process improvements and automation initiatives that increase efficiency and reduce operational gaps.
● Support internal and external audit activities through accurate documentation and compliance oversight.
● Monitor employee performance through coaching, call reviews, and ongoing development plans.
● Drive continuous improvement initiatives resulting in enhanced productivity and service delivery.
ZC Sterling Insurance
Insurance Verification Specialist
Jacksonville, FL March 2010 – October 2011
● Verified patient insurance eligibility and benefits before appointments and medical procedures.
● Communicated directly with insurance providers to confirm coverage, authorizations, and policy details.
● Maintained comprehensive knowledge of medical terminology, insurance requirements, and healthcare procedures.
● Provided verification and authorization updates to support patient admissions and treatment decisions.
● Investigated denied claims and coordinated resubmissions to maximize reimbursement and reduce outstanding balances.
● Ensured compliance with HIPAA regulations and safeguarded confidential patient information.
● Managed incoming and outgoing communications via telephone and email while delivering exceptional customer service.
● Assisted with financial documentation, reporting, and administrative support functions.
● Maintained accurate records and documentation to support operational efficiency and compliance.
IQ Fiber Operations Supervisor
● Led cross-functional teams to resolve operational issues, improving service-level compliance and reducing resolution times by 20%.
● Managed multiple strategic projects simultaneously, delivering 95%+ on-time project completion rates.
● Facilitated weekly performance reviews that increased operational efficiency and improved team KPI attainment by 15%.
● Developed training materials and job aids that reduced onboarding time for new employees by 30%.
● Served as a subject matter expert for customer service operations, supporting a team of 20+ employees.
● Implemented process improvements that enhanced customer satisfaction and reduced repeat escalations by 25%.
● Conducted ongoing coaching and development initiatives that increased employee performance scores and productivity.
ADT Security Senior Collections Onboarding Recruiter October 2017 – March 2022
● Recruited, onboarded, and trained over 500 new employees annually, maintaining staffing levels for a nationwide collections operation.
● Reduced onboarding completion time by 25% through process improvements and streamlined training programs.
● Improved new hire retention by 15% during the first 90 days through enhanced engagement and coaching initiatives.
● Partnered with leadership to achieve 100% compliance with company policies and onboarding requirements.
● Led employee engagement initiatives that increased participation rates and improved team satisfaction scores.
● Collaborated with hiring managers to fill critical roles, reducing average time-to-fill positions by 20%.
● Mentored and coached supervisors and team leads, supporting internal promotions and leadership development.
● Delivered technical and professional development training to 200+ employees annually.
● Implemented complaint resolution procedures that improved response times and reduced escalation rates by 30%.
● Supported change management initiatives impacting multiple departments while maintaining operational productivity.
ADT Security Collections Manager
October 2011 – Present
● Managed a collections team of 15–30 representatives, consistently meeting or exceeding monthly recovery goals.
● Increased collection recovery rates by 18% through performance coaching, process improvements, and enhanced account management strategies.
● Reduced delinquent account balances by more than $1 million annually through targeted collection efforts and negotiated payment arrangements.
● Trained and mentored over 100 new employees, contributing to improved productivity and employee retention.
● Improved collector performance by 20% through call monitoring, coaching sessions, and performance management initiatives.
● Developed and implemented collection procedures that increased operational efficiency while maintaining compliance standards.
● Collaborated with legal and recovery teams to decrease charge-offs and improve account resolution rates.
● Led automation and technology enhancement projects that reduced manual processing time by 25%.
● Maintained audit-ready documentation, contributing to successful internal and external audits with zero major findings.
● Oversaw daily payment processing and account reconciliation activities with accuracy rates exceeding 99%.
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