Courtney Ross
Detroit,MI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Leasing Manager
Elite Property Management Services
08.2022 - 02.2023
- Managed daily and weekly marketing and leasing plans.
- Trained leasing professionals on regulatory requirements, company policies, and office procedures.
- Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
- Collected, completed, and processed lease applications.
- Established key relationships with potential leasers and renters.
- Explained terms of lease and amounts to be paid to tenants.
Customer Service Representative
Michigan Unemployment
08.2020 - 12.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated calls to a supervisor.
- Answered constant flow of claimants calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled New and old claims for claimants to receive unemployment
- Managed over 50 calls regarding payment status per day of unemployment back pay.
- Provided requirements to recieve unemployment benefits under the CARES ACT.
- Emailed releases of funds department for potential claimants with great cause for immediate release of unemployment back pay benefits.
Certified Nursing Assistant
Centria Home Rehabilitation
09.2014 - 03.2020
- Provided caring companionship to the elderly and developmentally disabled patients
- Preserved patient dignity and minimized discomfort while carrying out duties such as bedpan changes, diapering emptying, drainage bag, and bathing
- Ensured HIPAA compliance
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
Member Service Representative
Molina Healthcare
04.2016 - 02.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Responded to customer calls and emails to answer questions about products and services.
- Verified eligibility and compliance with authorization requirements for service providers.
- Contacted insurance companies to obtain prior authorization for medical procedures and medications.
- Maintained patient confidentiality and safeguarded medical records to avoid information breaches.
- Fielded telephone inquiries on authorization details from plan members and medical staff.
Customer Service Representative
J & B Medical
03.2015 - 03.2016
- Provided excellent customer service experience for each customer
- Helped clients with purchasing medical equipment and verifying insurance
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained relationships with different companies regarding services and products
- Opened and deactivated accounts for clients
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Blue Care Network
09.2014 - 03.2015
- (open enrollment season), Talked customer through benefits and benefit enrollment
- Handled inbound and outbound calls regarding customers' questions and concerns
- Handled claims information
- Provided eligibility for providers and members
- Check Prior Authorizations for providers and members
- Ensured HIPPA compliance
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Administrative Assistant
Black Caucus Foundation
10.2008 - 07.2010
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Scheduled office meetings and client appointments for staff teams.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Managed filing system, entered data and completed other clerical tasks.
Education
High School Diploma -
North Farmington High School
Farmington Hills, MI06.2009
Skills
- Microsoft Office
- Creative and Adaptable
- Event Planning
- Employee Motivation and Guidance
- Clerical Skills
- Fair Housing Laws Knowledge
- Database Systems
- Service Quality
Timeline
Leasing Manager
Elite Property Management Services
08.2022 - 02.2023
Customer Service Representative
Michigan Unemployment
08.2020 - 12.2021
Member Service Representative
Molina Healthcare
04.2016 - 02.2018
Customer Service Representative
J & B Medical
03.2015 - 03.2016
Certified Nursing Assistant
Centria Home Rehabilitation
09.2014 - 03.2020
Customer Service Representative
Blue Care Network
09.2014 - 03.2015
Administrative Assistant
Black Caucus Foundation
10.2008 - 07.2010
High School Diploma -
North Farmington High School
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