Summary
Overview
Work History
Education
Skills
Timeline
Generic

Justin Howard

Lutherville,MD

Summary

Experienced customer service support specialist with over 15 years of experience in customer service, inbound/outbound calls. I have consistently helped streamline customer care processes to improve customer satisfaction. I am excited to bring my knowledge, skills, and expertise to your organization.

Overview

15
15
years of professional experience

Work History

Benefits Coordinator

Lifeworks
08.2021 - 06.2023
  • Explain retirement benefit plan policies, procedures, and legal requirements to eligible employees and beneficiaries
  • Take ownership of 50+ inbound calls and ticket inquiries to assist with disputes, password resets, troubleshooting and escalations to senior management
  • Document Customer Issues
  • Used data analyst skills to ensure we Maintained an average of 97% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating to ensure client happiness
  • Review work requests for procurement, pharmaceutical vendors, and company partners responsible for closing out customer account
  • Facilitate development opportunities for new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets
  • Escalated customer issues to Tier 2 support to achieve quickest resolution and minimize wait times
  • Provide a secure working environment in accordance with HIPAA standards and maintain a clean and organized
  • Accident-free work area
  • Worked on my cases with the Retirees to successfully complete the Medicare enrollment process
  • Review, audit, and electronically scan sensitive documents using specialized handling instructions.

Assistant Property Manager

Grey Star
04.2019 - 03.2020
  • Type lease and complete appropriate paperwork and input information on Yardi System and
  • Real Page One Site accurately and on a timely basis
  • Review with Community Manager prior to obtaining signatures.
  • Ensure all maintenance repairs are handled satisfactorily by contacting residents with completed Service Requests on a weekly basis.
  • Contribute to cleanliness and curb appeal of the community on a continuing basis.
  • Inspect models and available market ready, communicate related service needs to
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Kept accurate records of all resident and tenant correspondence.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
  • Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants
  • Showed apartments to potential tenants and answered questions regarding community
  • Escalated major issues to property manager for immediate remediation
  • Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs
  • Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements
  • Resolved conflicts between tenants regarding noise, encroachments, and parking
  • Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution
  • Inspected common areas for cleanliness and notified maintenance of overflowing trash
  • Processed security deposit refunds
  • Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts
  • Posted policies and rules in common areas for tenant review
  • Attended staff meetings and took extensive notes to share with property manager
  • Directed property management program by determining requirements, planning for material equipment replacement and implementing quality control oversight
  • Collected and maintained careful records of rental payments and payment dates
  • Communicated effectively with owners, residents, and on-site associates
  • Introduced and monitored effective lease renewal programs to maintain high occupancy rates
  • Implemented and enforced policies and procedures to maintain properties to highest standards
  • Conducted regular inspections of both interior and exterior of properties for damage
  • Kept properties in compliance with local, state and federal regulations
  • Coordinated appointments to show marketed properties
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports
  • Completed annual rent calculations using housing database software
  • Generated leads for sales and rental properties through cold calls and referrals
  • Responded to Common Area Maintenance (CAM) inquiries
  • Delivered emergency 24-hour on-call service for tenants on building issues
  • Maximized rental income while minimizing expenses through effective planning and control
  • Worked closely with clients to facilitate appropriate loans, inspections, and credit reports
  • Developed annual operating budgets and forecasts, as well as sales and marketing plans
  • Investigated property owners and researched current mineral rights details by reviewing hardcopy and digitized records
  • Planned special events such as lotteries, dedications and project tours
  • Generated professional networks by engaging in professional, industry and government organizations
  • Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments
  • Consulted with landowners to obtain mineral access rights and promote drilling operations on private land

Property Manager

  • Demonstrate community and apartment/model and apply product knowledge to client s needs by communicating the features and benefits; close the sale
  • Have prospect complete application and secure deposit in accordance with the company procedures and Fair Housing requirements
  • Updated availability report, process applications for approvals
  • (i.e., credit check, rental history, etc.) Submit processed applications to the Community Manager for approval
  • Follow up with applicant regarding status
  • Analyze data reports using computer applications such as Google Sheets, and Microsoft office products such as Excel, and internal database storage systems to research what areas were in need of improvement in order to meet quality standards
  • Immediately follow-up on prospects that did not close and attempt to close sale again
  • If unable to help the prospect, refer them to sister communities to meet prospects' needs
  • Assist in monitoring renewals
  • Distribute and follow-up on renewal notices to ensure the proper turnaround time was met
  • Monitor advertising effectiveness
  • Gather information about market competition in the area and file.
  • Administered operations to handle needs of more than 500 tenants across 300 property units

Customer Service

Matheson Tri-Gas
01.2012 - 04.2019
  • Review escalated tickets from Tier I and Tier 2 technical agents to provide resolution for web and desktop issues using several different computer applications
  • Order processing for new and existing customers
  • Repair systems, app launches, scheduled maintenance, service desk triages, and product support
  • Maintain 98% client satisfaction (CSAT) rating on escalated customer issues and resolved customer experience issues found in surveys
  • Serve as primary contact for multi-level support roles related to Google Workspace
  • Salesforce, Jira, Microsoft, as well as CMS
  • Guaranteed compliance with company policies and procedures by maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies
  • Drove financial performance of assigned area by ensuring sales and profit goals were achieved by identifying and delegating responsibilities for employees
  • Engage stakeholders and maintain working business relationships with clients and internal support teams to enhance workflows and improve customer experience
  • Scheduled truck drivers, delivery vehicles, best traffic routes, and ideal delivery windows and turnaround times as necessary
  • Taking and processing customer inquiries
  • Accepted consumer and business client phone calls and emails to coordinate delivery schedules and logistics
  • Manage customers with past due accounts less than 30 days old to optimize loss prevention and revive positive account statuses.

Leasing Agent

Picerne Military Housing
06.2008 - 11.2011
  • Prepared all resident files to include all preparatory paperwork
  • Prepared and completed move-in packets and maintains a supply of all pertinent materials
  • Assist with move-in and move-out procedures including unit inspections
  • Prepared all materials for the property manager in a specific turnaround time
  • Scheduled maintenance staff to perform all preventive maintenance entered status of work completed in database
  • Created purchase orders to hire outside contractors and submitted them to management for approval.

Education

Bachelor of Business Administration -

Strayer University
Baltimore, MD
05.2025

Skills

  • Policies and Procedures
  • Jira/Service Desk
  • Service Level Agreements (SLA)
  • Live Chat Support
  • Troubleshooting
  • Zendesk
  • Claims/ EOB / Retirement
  • MS Office
  • Windows/Mac OS
  • Freight Dispatcher
  • Data Integrity
  • Customer Service Experience
  • Detail oriented
  • Problem solving Skills
  • Strong attention to detail
  • Strong verbal and written communication skills
  • Self-directed
  • Self-motivated
  • Patience
  • Accuracy driven
  • Operations Support
  • Billing Support
  • Resolution
  • Medicare enrollment
  • In-depth research skills
  • Flexible
  • Collaborative
  • Pharmacy Benefit management with Medicare and other Health plans
  • Data Analyst
  • Strong computer skills
  • In-depth research skills
  • Flexible
  • Proficient in multitasking
  • Detail-Oriented
  • Sales and Marketing
  • Property Tours
  • Leasing and Sales
  • Inbound and outbound customer calls
  • In-depth research skills
  • Tenant and Eviction Laws

Timeline

Benefits Coordinator

Lifeworks
08.2021 - 06.2023

Assistant Property Manager

Grey Star
04.2019 - 03.2020

Customer Service

Matheson Tri-Gas
01.2012 - 04.2019

Leasing Agent

Picerne Military Housing
06.2008 - 11.2011

Property Manager

Bachelor of Business Administration -

Strayer University

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Justin Howard