Alicia Willis
PNC Bank, NA
Garfield Heights,OH
20
years of professional experience
Experienced with facilitating property showings and guiding clients through viewing process. Utilizes strong communication and organizational skills to ensure seamless and positive experiences for clients. Track record of adapting to client needs and schedules while maintaining high standards of service.
Work History
Showing Assistant
2 Years 5 Months- Coordinated property showings and maintained accurate appointment schedules for clients and agents.
- Prepared homes for tours by verifying accessibility, lighting, and presentation standards.
- Communicated showing feedback promptly to support pricing and marketing decisions.
- Managed lockbox access and secure entry procedures for scheduled appointments.
- Resolved scheduling conflicts and adjusted routes to keep showings on track.
- Updated listing details and client notes within real estate systems accurately.
- Supported agents with follow-up coordination, document routing, and buyer communication.
- Maintained a high level of attention to detail when presenting properties, ensuring accurate representation of listings at all times.
Operation Work Lead
4 Years 8 Months- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environment.
- Skilled at working independently and collaboratively in team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Data Entry Analyst
3 Years- Performed data entry into multiple databases and spreadsheets accurately and efficiently.
- Worked remotely to complete assigned tasks and collaborate with team members.
- Executed data entry tasks with precision and speed.
- Scanned documents and saved in a database to keep records of essential organizational information.
- Implemented quality control measures to detect errors before entering into the system.
- Scanned documents and saved in database to keep records of essential organizational information.
- Verified data entry accuracy by meticulously comparing source documents to entered information, enhancing data reliability.
- Data Entry with multiple knowledge of system
- Implemented quality control measures that identified errors prior to data entry, safeguarding data quality.
- Entered financial records into core systems, maintaining clean documentation and timely updates.
- Verified customer and account data for accuracy, consistency, and compliance with bank procedures.
Collector II
2 Years- Collection on home equity , vehicle loans and credit accounts
- Conducted persistent outreach to customers with severely past due accounts to recover lost revenue.
- Contacted customers to discuss payment schedules and set up or immediately processed payments.
- Negotiated with account holders to devise repayment plans and minimize collection receivables.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Developed strong rapport with customers through effective communication.
- Assisted customers with inquiries regarding billing statements and account status.
- Reviewed credit applications and approved or denied them based on established criteria.
Customer Service Representative
1 Year 8 Months- Answered customer calls promptly, minimizing on-hold wait times and improving customer experience.
- Answered constant flow of customer calls with minimal wait times.
- Assisted customers with payments and resolved service issues to enhance satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Identified improvements in customer service processes and proposed actionable changes to enhance service quality.
- Rep took inbound and outbound calls .
supervisor, Caregiver
2 Years 9 Months- Supervised and directed daily operations for team of 15 employees.
- Monitored employee productivity to pinpoint improvement opportunities.
- Tracked project progress and provided feedback to staff to enhance performance.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
Customer Service Manager
4 Years 10 Months- Formulated and executed strategies to elevate overall customer service experience.
- Provided exceptional customer service to ensure customer satisfaction.
- Evaluated staff performance to uphold customer service standards and enhance service delivery.
- Compiled and analyzed customer feedback, complaints, and suggestions to inform management decisions.
Summer intern
2 Months- Introduced brown bag lunch program, managing registration and providing hospitality to attendees
- Assisted in planning for statewide student conference
- Conducted civil liberties research and delivered feedback to inform planning for an upcoming teen summit
- Contributed to writing a production focused on civil liberties
- Participated in discussions with local social and actively participated in a city council meeting
- Completed a course in Media and public relations training
- Facilitated consumer requests while handling cash and credit card transactions to ensure efficient service
Education
BBA - Buiness Management
- Dean's List [2022-present]
Some College (No Degree) - Real Estate
Skills
Real Estate Knowledge
Listing Presentation
Market Analysis
Client Relationship Management
Appointment Coordination
Documentation Management
Customer Service (8 years)
Collections (2 years)
Data Entry
Market Insights
Report Generation
Data Accuracy
Microsoft Excel
Software Knowledge
Typing proficiency
Typing
Driver's license
Lead Generation
Spreadsheet Proficiency
Data conversion
Accuracy
Report writing
Communications (6 years)
Customer orientation
Senior Care
Home Care
CPR/First Aid
Assessments
Listing Updates
Accuracy
Report writing
Listing Updates
Address
- Cleveland, Cleveland, OH, 44135
Education and Training
true
Timeline
Showing Assistant
C And D Realty
05.2024 - CurrentRead More
Operation Work Lead
PNC Bank, NA
02.2022 - CurrentRead More
Data Entry Analyst
PNC Bank/National City Bank
01.2018 - 01.2021Read More
Collector II
PNC Bank
01.2016 - 01.2018Read More
Customer Service Representative
Spectrum
05.2014 - 01.2016Read More
supervisor, Caregiver
Eliza Jennings
08.2011 - 05.2014Read More
Customer Service Manager
Kmart
10.2006 - 08.2011Read More
Summer intern
ACLU OF OHIO
06.2006 - 08.2006Read More
Western Governors University
BBA from Buiness Management
Read More
Lorain County Community College
Some College (No Degree) from Real Estate
Read More