Juanita Shelman
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Supportive Housing Specialist
Housing connect
Salt Lake City
09.2023 - 01.2024
- Communicated and worked closely with clients to identify their housing needs and goals, assessed client's eligibility, and provided beneficial support to low income clients
- Maintained and updated company's files and records, processed applications
- Complied and assessed eligibility information in compliance with housing regulations.
Housing Specialist
The Road Home
Salt Lake City
01.2022 - 12.2022
- Assessing client's eligibility and determining their housing service needs
- Assisting clients with the search for available properties and negotiating terms on behalf of clients
- Collaborating with government agencies, community organizations, and property owners
- Ensuring clients understand their rights and responsibilities as tenants
- Preparing and maintaining daily logs, records, activity documentation, and reports
- Understanding and adhering to program rules and restrictions
- Investigating and resolving client and landlord issues.
Banker Connection
Wells Fargo
Salt Lake City
11.2019 - 03.2020
- Experience processing complex transactions and performing extensive research to resolve complex customer inquiries
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Ability to interact effectively with external and internal partners and clients/customers
- Ability to provide strong customer service while listening, eliciting information and comprehending issues.
Customer Service Representative
CreditRepair.com
Salt Lake City
04.2019 - 10.2019
- Help people navigate their credit repair experience
- Inbound calls to help members service accounts based on individual needs
- Working in fast-paced environment
- Deescalate unhappy members, being able to handle complaints and difficult situations.
Account Resolution Specialist
Wells Fargo
02.2018 - 10.2018
- Made high volume quality outgoing and received inbound collection calls on past due accounts
- Monitored customer accounts to determine changes in payment patterns
- Strong communication skills and professionalism
- Wrote accurate account notes to record all collection activities performed
- Educated consumers about repayment options and negotiating repayment arrangements
- Performed all duties in compliance with Company's core values, policies and procedures, clients' standards, and federal and state laws.
Client Advocate
The Road Home
03.2017 - 02.2018
- Monitor all shelter desks, and activities of the residents
- Provide quality customer service to clients, who may be in need of resources in addition to a warm bed for the night
- Observe, and help regulate activities at the shelter, ensuring rules and procedures are followed
- Provide clear and specific information to residents, and instruct residents of shelter rules-procedures
- Excellent customer service skills being able to communicate effectively and handle difficult situations
- Answer phones, take messages and respond to the public
- Provide occasional crisis intervention, and emergency interface with community resources such as EMS and law enforcement.
Education
Skills
- Billing
- Audit reporting
- Collections
- Crisis Intervention
- Banking
- Microsoft Office
- Fair Housing regulations
- Case Management
- Social Work
- Research
- Communication skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
Certification
- Driver's License
- Certified Case Manager
Certificationdates
10/01/22
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Supportive Housing Specialist
Housing connect
09.2023 - 01.2024
Housing Specialist
The Road Home
01.2022 - 12.2022
Banker Connection
Wells Fargo
11.2019 - 03.2020
Customer Service Representative
CreditRepair.com
04.2019 - 10.2019
Account Resolution Specialist
Wells Fargo
02.2018 - 10.2018
Client Advocate
The Road Home
03.2017 - 02.2018