Anissa Benton
Germantown,MD
Summary
As a highly motivated Service Expert Specialist II with over 7 years of experience in a fast-paced, team-based environment. Expertise in delivering support services and resolving members' complaints for the Health Plans with travel issues for transportation benefits. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.With 20 + years of Property Management Real Estate experience and knowledge. These attributes will contribute to a successful organization and bring future growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Expert Specialist II
Modivcare
05.2017 - Current
- Responsible for non-emergency Health Plan transportation benefit complaints for all states using these programs to investigate LCAD, Webex, Webmail, Calabrio, Avaya One-X Agent, Genesys, Rightfax Utility, Circulation and Contact Analyzer
- Documentation expertise, investigated for Tier I, Tier II, Tier III and Tier IV
- Submitted complaint findings with grievance letters to be forwarded to members
- Entered complaints and grievances with a high level of accuracy
- Exceeded expectations with Audit of 95% accuracy
- Attention to detail; organizational and problem-solving skills with resolutions
- Received recognition for closing the highest number of monthly complaints
- Met challenging quotas for productivity
- Trained new hirers with tools required to succeed for health plans, Cigna, Humana National MCR/MCD, Blue Cross Blue Shield, Aetna, Ohio Caresourse, Centene and Alameda Alliance.
Problem Solver
Amazon
08.2011 - 05.2016
- Oversaw 2 ques with 70 associates solving issues of inventory i.e
- Incorrect product sent by various vendors
- Problem solving issues with over 10,000 units of product not associated with a vendor with buying portal
- Assisted and motivated associates under expected performance rates to meet necessary 100%
- Provided incentives to the top performers not excluding bottom performers
- Carefully approached situations in a neutral non-personal manner, employed active listening skills and asked appropriate questions to get to the root of the problem
- Trained problem solvers for peak season with high demand of movement throughout the course of shift
- Responsible for sending reports to Operation Manager, Area Manager and PA as requested.
Assistance Community Manager (Temp)
Intersolutions Inc.
09.2010 - 01.2011
- Assistant Community Manage with a portfolio of 223 apartments
- Oversaw rent collection, leasing documentation, A/P, security deposits and evictions
- Prepared weekly and monthly marketing reports for Assistant VP
- Advertised community via internet to maintain 98% occupancy.
Con/Marketing Assistance/Administrative Assistant
Appleone Temporary Agency
05.2010 - 07.2010
- Concierge for commercial property greeting guests and providing directions
- Assisted Marketing Coordinator with display of fall Sports Collection
- Created a filing system for the National Association of Broadcasting in the exhibit Sales Department.
Business Manager
ConAm Management
01.2008 - 07.2009
- Assisted Community Manager with a portfolio of 272 apartments implemented policies and procedures for five staff
- Prepared weekly owner's reports
- Provided superior customer service for resident retention to retain 93% occupancy by researching competition
- Composed weekly Rent Rankings after shopping competitors by phone or visiting property to access changing markets and presented an effective solution to the owner
- Super-ceded NOI each year
- Closed accounting month ends under 2% delinquency
- Reconciled over-payment to zero
- Oversaw rent payment, leasing documentation, renewals, AP/AR and community compliance
- Trained Leasing Consultants with necessary tools to be promoted to Assistant Manager and Managers for new acquisition.
Education
Paralegal Studies -
Everest College
Phoenix, AZSkills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
Certification
- Advance Building Systems/Physical Plant
- Introduction to Building System
- Working with Tenants
- Residential Property Management
- Advance Property Management
- Landlord/Tenant Law Practices
- Building Finance
- Superintendent
- Co-ops, Condominiums buying, selling and renting
- Grace Hill (Leasing for Living and Fair Housing)
Technicalsummary
- LCAD
- Webex
- Webmail
- Calabrio
- Avaya One-X Agent
- Genesys
- Rightfax Utility
- Contact Analyzer
- Problem solve putt
- FC Console
- Buying Portal
- Web Management
- Transshipment
- Receivables
- ICQA
- Consolidation Sherlock
- Accounting software MRI
- Yardi
- Esite
- Cashpro and background investigation
- On-site and Credit Retriever
- Knowledge of Fair Housing Laws
- Working knowledge of federal and state employment laws
- Business software
- Windows
- Word
- Excel
- Power-point
Singing, playing the piano and being a positive.
I like singing as it brings inner-peace. I like playing the piano for such a reason as well and positivity always wins in the end.
Timeline
Service Expert Specialist II
Modivcare
05.2017 - Current
Problem Solver
Amazon
08.2011 - 05.2016
Assistance Community Manager (Temp)
Intersolutions Inc.
09.2010 - 01.2011
Con/Marketing Assistance/Administrative Assistant
Appleone Temporary Agency
05.2010 - 07.2010
Business Manager
ConAm Management
01.2008 - 07.2009
Paralegal Studies -
Everest College