Edna "Alicia" Brown
Office Coordinator
Shreveport,LA
Summary
Achieved recognition as 2024 SBAA Leasing Agent of the Year through exceptional client service delivery. Drove significant sales success by effectively converting leads into closed sales. Elevated customer experience by providing comprehensive support throughout the application and purchase process. Garnered multiple awards for exemplary member service and travel sales during a 20-year career with AAA.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Receptionist and Scheduler
Christ Built Construction
05.2025 - Current
- Answer all incoming calls and direct to the correct department.
- Schedule quote appointments using Active CRM (customer relationship management software).
- Get AI data and leads from Facebook/Instagram/Email etc and put in the CRM system for the quote appointments with the correct sales person.
- Data input into Excel to manage appointments and quote data.
- Streamlined quote appointment settings in order to fully book all available appointments weekly for our sales team.
- Coordinated communication between clients and project managers to facilitate workflow.
Leasing Agent/Assistant Manager
Vintage Realty
06.2023 - 03.2025
- Greeted office visitors and answering phones, processed payments and bank batch reports.
- Inspected models and 'market ready' vacancies daily to ensure cleanliness.
- Contacted leads and assisted with prospective residents with the application process.
- Properly completed all lease documents and communication with applicants including follow ups.
- Completed monthly training such as Federal Fair Housing classes, CE classes, etc.
- Participated in and ensured outreach marketing is completed as assigned and created weekly social media posts or reels with Facebook and Instagram using Canva software.
- Ensured completion by maintenance of any deficiencies noted on move-in condition and inventory form as well as put in maintenance orders daily.
- All necessary reports on delinquent accounts as well as eviction processing.
- Conducted all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments.
International/Domestic Travel Agent/Insurance Agent
AAA Travel & Insurance
07.2000 - 01.2020
- Sell International & Domestic Travel tours, airfare, rental cars, travel insurance, hotels, cruises, attraction tickets and more.
- Resolve customer requests/complaints via phone, email, mail, or social media as I worked in a managerial capacity because our nearest manager was 5 hours away.
- Use telephones, email, and face to face interaction to reach out to customers and bring in new members as well as market products to cross sell.
- Assist with placement of orders, refunds, or exchanges.
- Processing daily report, deal with branch supply orders, process vendor orders when in the Member Service Position for 15 years.
- Assisting with training new hires of three different departments.
- Attracted potential customers by answering product and service questions, suggesting information about other products and services.
- Answered questions and addressed customer complaints.
- Maintained customer records and update in the database, processed upgrades and add on of memberships.
- Sold Auto Insurance and still maintain my P&C, Life, Health, and Accident Louisiana Insurance License.
- Shreveport, LA
Education
P&C, Life, and Health Insurance Courses -
Stegall Marketing
Shreveport, La01.2011
Medical & Office Secretary Certificate -
Draughon Business College
Shreveport, LA01.1987
GED -
CE Byrd High School
Shreveport, LA06.1984
Skills
Monitored and replenished office supply levels, maintaining optimal stock to facilitate uninterrupted workflow
Time management
Data entry
Customer/Client relations
Appointment scheduling
Office administration
Multi-line telephone operation
Document management
Clerical support
Basic accounting
Security awareness
Office equipment operations
Record preparation
Spreadsheet tracking
Travel coordination
Front desk operations
Phone etiquette
PC proficient
Punctual and reliable
Payment processing
Courteous and professional
Customer complaint resolution
Records maintenance
Multi-line phone systems
Word processing
Supply ordering
Records management
Certification
Property & Casualty, Life, and Health Louisiana Insurance Licenses
Professional Bio
Received the “2024 SBAA Leasing Agent of the Year”. Previous successful Member Service Counselor, Travel Agent and Insurance Agent with AAA for almost 20 years until they closed the branch in Shreveport, with a long record of success. Applying strong customer service skills to exceed sales quotas, work leads, generate traffic, qualify prospects, convert leads, and close sales. Goes the extra mile to ensure 100% customer satisfaction by providing timely responses to client or resident requests and complaints. Excels at helping clients, residents and prospects before, during, and after the application or purchase. Valued team player who works collaboratively; very dependable and capable of working in a fast-paced environment. Proficient in many programs such as Outlook, Word, Real Page/One Site and seeking to take next career step with a respected organization dedicated to delivering world class service and enhancing customer satisfaction.
Reference letters available upon request.
From AAA Regional Manager, Brandon Butler/Vintage Realty and Kaci McLaughlin Business manager from Christ Built.
Timeline
Receptionist and Scheduler
Christ Built Construction
05.2025 - Current
Leasing Agent/Assistant Manager
Vintage Realty
06.2023 - 03.2025
International/Domestic Travel Agent/Insurance Agent
AAA Travel & Insurance
07.2000 - 01.2020
P&C, Life, and Health Insurance Courses -
Stegall Marketing
Medical & Office Secretary Certificate -
Draughon Business College
GED -
CE Byrd High School