Elacia Costley

• Functioned as the primary point of contact for customers across an 86-unit portfolio, addressing inquiries, concerns, and service requests via phone, email, and in person.
• Managed high-volume interactions while prioritizing urgent customer needs
• Delivered timely issue resolution, fostering a professional and empathetic customer experience.
• Resolved tenant complaints efficiently, contributing to enhanced customer satisfaction.
• Expedited maintenance requests and addressed resident complaints, ensuring prompt resolutions.
• Coordinated service requests with internal teams and external vendors to ensure prompt follow-up and completion
• Built strong customer relationships that contributed to high retention and satisfaction rates
• Maintained accurate customer records, service logs, and documentation using CRM systems (Yardi Voyager, Entrata)
• Ensured compliance with company policies, fair service standards, and documentation requirements
• Supported users in navigating systems to enhance accessibility.

Delivered front-line customer service support across two high-volume locations serving 400 customers

• Managed customer communications, service requests, and issue escalation to uphold service standards and enhance customer satisfaction
• Maintained detailed customer records and assisted with reporting and documentation
• Coordinated service follow-ups to confirm complete resolution of customer concerns and improve client retention

Streamlined office operations through accurate entry submission of charges, record initiation, efficient scheduling of visits, and timely report submission

Served as key customer-facing representative, fostering connections and enriching customer interactions

• Planned and executed 40+ monthly customer engagement initiatives to enhance satisfaction and loyalty
• Coordinated vendors and internal teams to deliver consistent, high-quality customer experiences
• Enhanced customer relationships through proactive communication and tailored service programming
• Analyzed feedback and participation data to refine engagement strategies
• Collect and post payments from tenants and prepare receipts

• Facilitated daily customer service operations in high-volume environment to enhance client satisfaction
• Assisted customers with inquiries, applications, and service requests
• Resolved concerns, tracked follow-ups, and ensured timely communication
• Processed payments and addressed account inquiries while ensuring accuracy in record maintenance
• Collaborated with team members to deliver efficient and consistent service

• Delivered daily customer support for two communities serving 371 customers
• Addressed customer questions, concerns, and complaints with prompt follow-up and resolution
• Assisted customers with applications, documentation, and account-related inquiries
• Processed payments, addressed billing questions, and followed up on account issues
• Partnered with team members to uphold consistent service standards across both sites
• Utilized CRM tools (RealPage OneSite, Knock) to track interactions and service requests