Angela Smith
Fredericksburg,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Leasing Consultant
Acento Real Estate Partners
Fredericksburg, VA
02.2022 - Current
- Responded to requests and scheduled appointments for property showings.
- Greeted clients, showed apartments, and prepared leases.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners and other services.
- Distributed and followed up on tenant renewal notices.
- Verified tenant incomes and other information before accepting lease applications.
- Resolved conflicts between tenants regarding noise, encroachments and parking.
- Collected rent and tracked resident payments and information in computer system.
- Escalated major issues to property manager for immediate remediation.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
Customer Service Representative
Ashley Homestore
Fredericksburg, VA
09.2021 - 02.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Collector
Gatestone & Co. Inc
Fredericksburg, VA
01.2019 - 11.2021
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Used skip tracing and other techniques to locate debtors.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Documented changes in accounts and on credit reports.
Office Assistant
Prince William County, Public Schools
Bristow, VA
10.2015 - 12.2018
- Completed clerical tasks such as filing, copying and distributing mail.
- Interacted with customers by phone, email or in-person to provide information.
- Developed correspondence letters, memos and emails.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Facilitated communications between parents, employee, students and personnel to answer questions or resolve concerns.
- Coordinated repairs to vehicles to maintain fleet operations.
- Ordered supplies and allocated resources to personnel based on need.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
-
Scheduling Specialist
Advance Health
Chantilly, VA
09.2010 - 11.2015
- Utilize the company's proprietary member management system to look up and record information regarding a member's accounts
- Operated multiple software systems while on the phone speaking with members
- Contribute to a team effort to meet or exceed service, production and quality goals
- Provide excellent customer service to both members and providers.
- Scheduled and confirmed appointments.
- Operated multi-line telephone system to independently handle over 100 calls each day.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
Education
High School Diploma -
Stafford Senior High
06.2008
Skills
- Team-Oriented and Cooperative
- Excellent Attention to Detail
- Solving Customer Concerns
- Computer Proficiency
- Credit Card Payment Processing
- Promoting Brand and Company Identity
- Sales and Upselling
Timeline
Leasing Consultant
Acento Real Estate Partners
02.2022 - Current
Customer Service Representative
Ashley Homestore
09.2021 - 02.2022
Collector
Gatestone & Co. Inc
01.2019 - 11.2021
Office Assistant
Prince William County, Public Schools
10.2015 - 12.2018
Scheduling Specialist
Advance Health
09.2010 - 11.2015
High School Diploma -
Stafford Senior High
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