Rachel Miller

Rachel Miller - Customer-focused and results-driven professional with 16+ years of experience in customer service, property management, and operational support. Proven expertise in relationship building, troubleshooting, and process improvement. Adapt to working cross-functionally, resolving complex issues, and leading empathetically and efficiently—Tech-savvy with CRM, property management, and support platforms. Core Skills Customer Support | Property Management | Loan Verification | Software Troubleshooting Process Improvement | CRM Tools | Technical Support | Team Collaboration Fair Housing Regulations | Tax Credit, Market rate, and Section 8 properties| Collections & Compliance | Microsoft Office Suite| Loan Origination Professional Experience Customer Care Specialist II, Cox Automotive | Aug 2024 – Present Serve as a primary point of contact in an inbound high-traffic environment, delivering timely support via phone and email. Troubleshoot customer issues, document interactions, and coordinate with internal teams for resolution. Make critical business decisions to support client transactions on supported platforms. Educate dealers on products, tools, and system features to enhance platform engagement. Recognized for strong communication, active listening, and dependable follow–through. Collaborate cross-functionally to resolve technical and process–related challenges. Verifications Customer Service Specialist, Best Egg | May 2024 – Aug 2024 Reviewed loan applications for documentation accuracy and completeness. Verified applicant identities, employment, income, and residential tools like TLO and Giact. Communicated with applicants to clarify information and provide process guidance. Cross–checked data against credit reports and internal systems to ensure consistency. Maintained detailed records and ensured compliance with FCRA (Fair Credit Reporting Act) and company policies. Lead Customer Service Specialist, Best Egg (Outsourced)| Dec 2022 – May 2024 Delivered multi-channel support (voice, chat, email, and SMS) and managed collections on overdue accounts Provided product assistance, escalated complex issues, and ensured accurate, timely responses. Analyzed payments, supported Flexible Rent schedules, and reconciled account balances. Reviewed ledgers and resolved billing issues, Identified trends, recommended improvements, and collaborated on cross–functional initiatives. Maintained compliance with internal policies and industry regulations. Customer Service Specialist, TILL, Inc. (Acquired by Best Egg) Nov 2018 – Dec 2022 Provided multi–channel support and managed collections for delinquent accounts. Verified identities, reviewed credit reports, and offered credit counseling. Resolved technical issues and supported user onboarding and loan origination. Analyzed ledgers, arranged payment plans, and improved financial accessibility. Gathered customer feedback and contributed to process enhancements. Participated in UAT testing to ensure platform quality and usability. Vendor Management/Maintenance Coordinator, Tricon American Homes, 2018 Oversaw maintenance and repair coordination for over 4,00 properties. Supervised technicians and subcontractors to ensure timely task completion. Handled billing, vendor compliance, and insurance documentation. Scheduled service appointments and maintained stakeholder communication. Assistant Portfolio Manager (HOA), Ticon American Homes |- Managed HOA correspondence and ensured compliance across 4,000-plus properties owned and managed by Tricon. Handled resident complaints, disputes, and community rule enforcement. Maintained records for association fees, leases, utilities, taxes, and HAP. Communicated community policies and handled inquiries. Administrative Assistant, Silver Bay Property Corp,(Acquired by Tricon American Homes) | 2016 – 2017 Greeted prospects, residents, and vendors with a professional demeanor. Handled phone, fax, mail, and onboarding communications for the Atlanta office. Processed rent payments and assisted with resident onboarding and issue resolution. Assistant Property Manager, Friedman Management Company, 2014 – 2016 Oversaw rent collection and maintained accurate records. Managed the eviction processes, prepared delinquency reports, and ensured legal compliance. Processed vendor invoices and recorded all funds. Reduced delinquency by $300,000 to $30,000 through strategic follow-up and resolution. Generated monthly financial reports and administered payroll for temporary staff. Assistant Manager/Leasing, Continental Management Inc, 2009 – 2014 Managed accounting functions, lease administration, and eviction processes. Processed tenant applications, conducted credit and background screenings, and facilitated lease renewals. Trained and supervised staff in rent collection and service procedures. Coordinated resident events and community surveys to support community retention, engagement, and growth. completed lease-ups. Education Oakland Community College, Southfield, MI 2004 – 2008 Surgical Technology Southfield High School, Southfield, MI 2000 – 2004 General Studies Technology & Systems Salesforce | AS400 | Zendesk | RealPage | Yardi | Boston Post | Blue Moon CoreLogic Safe Rent | The Vault | Bomgar | Screening Reports | EIV System| TLO| Giact Workbench| Microsoft Office Knowledge Fair Housing Regulations Fair Credit Reporting Act