SalesForce
Danielle Brown
Program Manager
CLEVELAND,OH
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Program Manager- Rental Assistance
CHN HOUSING PARTNERS
02.2021 - 08.2023
- Reviewed daily production of 25 processing staff to ensure consistent goal of maintaining application timelines
- Ensured adequate coverage of staff for each area of tenant application processing
- Met with with staff frequently to review and ensure that all procedures, policies, and program updates are understood and adhered to
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Launched quality assurance practices for each phase of development
- Provided weekly updates/reports to Senior CRC manager regarding staffing needs, processes, concerns, etc.
- Coached, mentored and developed staff through effective training, ongoing feedback and identifying development opportunities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Operations Coordinator
CHN HOUSING PARTNERS
07.2020 - 02.2021
- Received and assigned incoming rental assistance applications as submitted to an online tenant application portal
- Reviewed daily production of processing staff to ensure consistent goal of maintaining application timelines
- Directed Quality Assurance for 50% of rental assistance applications completed and submitted for landlord processing/funding
- Ensured adequate coverage of staff for each area of tenant processing.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
Heap Intake Specialist
CHN HOUSING PARTNERS
07.2016 - 07.2020
- Provided intake for Home Energy Assistance Program (HEAP) applicants by assessing clients' needs and determined eligibility
- Resolved client concerns regarding HEAP
- Welcomed 50+ visitors daily by greeting them, in person or over telephone; answering or referring inquiries, maintain quality records/files, including scanning, indexing, and data entry of quality documentation
- Maintain program files.
- Enhanced client experience by conducting thorough intake assessments and accurately identifying their needs.
- Answered phone calls and provided new clients with required paperwork to initiate service.
Customer Service Representative
National General Insurance Company
07.2012 - 06.2016
- Delivered prompt service to prioritize customer needs.
- Answered constant flow of customer calls with minimal wait times.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved product and service issues
- Updated customers on policies and procedures
- Answered billing questions and processed policy payments
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Associate of Applied Science - Business Administration And Management
BRYANT & STRATTON COLLEGE
Cleveland, OH05.2002
Skills
- Excellent verbal and written communication
- Ability to multi-tasks in several skills systems
- Exceeds in fast paced environment by multi-tasking
- Ability to resolve conflict both over phone and face-to-face
- Microsoft Office
- Analytical Thinking
- Critical Thinking
- Program Management
- Process Improvement
- Administrative Experience
- Expert in Salesforce processes and operations
- Goal Setting
- Task Delegation
- Schedule oversight
- Supervision and leadership
- Customer Service
- Time Management
- Interpersonal Skills
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Work-life balanceCompany CulturePaid time offTeam Building / Company RetreatsWork from home optionPersonal development programsCareer advancement401k matchPaid sick leaveHealthcare benefitsStock Options / Equity / Profit SharingFlexible work hoursWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Timeline
Program Manager- Rental Assistance
CHN HOUSING PARTNERS
02.2021 - 08.2023
Operations Coordinator
CHN HOUSING PARTNERS
07.2020 - 02.2021
Heap Intake Specialist
CHN HOUSING PARTNERS
07.2016 - 07.2020
Customer Service Representative
National General Insurance Company
07.2012 - 06.2016
Associate of Applied Science - Business Administration And Management
BRYANT & STRATTON COLLEGE