Bilingual Remote Customer Service Specialist
Resume:
ZULLY K. CHAPETON
Charlotte, NC
*********@*****.***
PROFESSIONAL SUMMARY
Experienced bilingual property management and operations professional with 20+ years of customer service experience and 6+ years of management and business operations experience. Proven ability to manage leasing operations, resident relations, rent collections, accounts receivable/payable, office administration, and team support. Skilled in Yardi, OneSite, QuickBooks, Microsoft Office, and resident retention strategies. Recognized for strong organizational skills, attention to detail, and exceptional customer service in fast-paced environments.
CORE COMPETENCIES
• Property Management
• Resident Relations
• Leasing & Renewals
• Rent Collections
• Accounts Receivable & Payable
• Office Administration
• Customer Service
• Team Leadership
• Vendor Coordination
• Data Entry & Record Management
• Marketing & Resident Retention
• Microsoft Office Suite
• Yardi
• OneSite
• QuickBooks
• English & Spanish Bilingual
PROFESSIONAL EXPERIENCE
Assistant Community Manager
ML Property Group Charlotte, NC
September 2022 – Present
• Support daily operations of a multifamily residential community while maintaining compliance with company policies and procedures.
• Manage accounts receivable and accounts payable functions, including rent collection, deposits, application fees, and invoice processing.
• Respond promptly to resident inquiries through phone, email, and in-person communication, ensuring excellent customer service.
• Coordinate service requests and vendor scheduling, including carpet cleaning, painting, flooring replacement, and utility connections.
• Maintain accurate resident records, lease documentation, applications, notices, balances, and renewal information within property management systems.
• Assist with leasing activities by qualifying prospects, conducting follow-up communications, and supporting occupancy goals.
• Prepare and present lease renewal offers to residents and promote resident retention initiatives.
• Conduct move-in and move-out inspections to ensure community standards are maintained.
• Monitor delinquent accounts and assist with collections efforts, including preparing files for legal action when necessary.
• Contribute to marketing initiatives designed to increase property visibility and generate qualified leads. Owner / Operations Manager / Freight Dispatcher / CDL Driver Journey Logistic Corp. Charlotte, NC
February 2016 – July 2022
• Owned and managed daily operations of a transportation and logistics company.
• Coordinated freight dispatch activities, ensuring timely pickup and delivery scheduling.
• Maintained continuous communication with drivers to support efficient route management and customer satisfaction.
• Monitored traffic, weather, and delivery conditions to minimize delays and maximize operational efficiency.
• Verified compliance documentation for drivers, vehicles, and freight shipments.
• Processed and maintained Bills of Lading and transportation records with a high degree of accuracy.
• Managed administrative functions including filing, document management, payroll submission support, scanning, and electronic recordkeeping.
• Handled customer communications via phone and email while maintaining strong client relationships. EDUCATION
Business Administration
Central Piedmont Community College (CPCC)
Charlotte, NC
1995 – 1998
High School Diploma
O. Perry Walker High School
1989 – 1992
ADDITIONAL QUALIFICATIONS
• Bilingual: English and Spanish
• Simultaneous and Consecutive Interpretation
• Strong relationship-building and communication skills
• Detail-oriented with exceptional accuracy in documentation and data entry
• Ability to work independently and collaboratively in team environments
• Experienced in maintaining confidentiality and handling sensitive information
• Software: Microsoft Word, Excel, PowerPoint, Teams, Yardi, OneSite, QuickBooks
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