Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. I am experienced in exceeding performance goals in fast-paced environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. I am a qualified individual with a strong background in creating reports, overseeing files, and maintaining data confidentiality by offering solid skills in customer relations and resilience to handle challenges of fast-paced environments. I'm comfortable working alone or with teams to accomplish on-time and accurate clerical tasks. I would bring solid expertise in coordinating documents, handling correspondence, reports, and records. Also skilled in oral and written communication. I ensure strong worth ethic, adaptability, and exceptional interpersonal skills. I am a reliable team-oriented, and efficiently completes assignments.
Hi, I’m
LANEQUA YOUNG
Customer Experience Specialist
Frederick,MD
Summary
Overview
15
years of professional experience
10
years of post-secondary education
Work History
Edgewood Management CorporationRockville, Maryland
Occupancy Specialist II
03.2024 - Current
Job overview
- Conducted occupancy reviews to ensure compliance with program regulations and policies.
- Assisted in the preparation of tenant files for review by management staff.
- Analyzed rental applications, credit reports, income verification documents, and other related information.
- Prepared and maintained accurate records of all tenant activities.
- Developed and implemented procedures to ensure proper completion of move-in and move-out processes.
- Provided excellent customer service by responding promptly to inquiries from tenants and landlords.
- Researched discrepancies in tenant files for accuracy and completeness of data.
- Monitored changes in local housing laws, regulations, and ordinances to ensure compliance with occupancy standards.
- Reviewed lease agreements for accuracy prior to execution by both parties.
- Advised tenants on their rights under Section 8 Housing Choice Voucher Program guidelines.
- Processed evictions notices as needed according to state laws and court orders.
- Drafted correspondence between landlord and tenant disputes as needed.
- Maintained a working knowledge of fair housing laws as they relate to tenant selection criteria.
- Facilitated meetings with tenants regarding rent payments or other issues as necessary.
- Identified potential problems within the occupancy process and worked collaboratively with stakeholders to develop solutions.
- Collaborated with maintenance staff on unit repairs or renovations as needed.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Managed day-to-day activities involving tenants, subcontractors and property management.
- Oversaw daily operations, maintenance and administration of various properties.
Veteran AffairsRichmond, VA
Customer Service Representative
11.2023 - 03.2024
Job overview
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Coordinated with other agencies involved in benefit determination such as Department of Human Services or Veterans Affairs.
- Provided assistance to veterans with filing claims and appeals to the Department of Veterans Affairs.
- Assisted veterans in filing disability claims with the U.S. Department of Veterans Affairs.
- Collaborated with cross-functional teams from R&D, Quality Control and Assurance, Regulatory Affairs and Manufacturing departments on projects related to formulation development.
- Participated in training sessions about relevant industry topics relating to consumer affairs.
- Assisted veterans in navigating government systems such as VA benefits or Social Security Administration programs.
Montgomery County Police DepartmentGaithersburg, MD
Police Administrative Aide 2
05.2022 - 02.2023
Job overview
- Utilized CAD, Meters, NCIC to input crime report details into department's internal database system
- Followed department's data integrity processes to verify confidentiality of case and record information
- Fielded phone calls, answered questions and took messages for officers and other departmental personnel
- Handled variety of administrative tasks daily, filed paperwork and typed memos
- Updated system to organize office documentation, maximizing efficiency and increasing productivity
- Responded to customer issues to provide immediate resolution and improve retention
- Composed, edited, and typed complex memos and reports with job-related software
- Handled incoming calls and directed callers to appropriate department or employee
- Generated office correspondence and reports
- Liaised with team members to assist in employee conflict resolution
- Provided secretarial and office management support while building cooperative working relationships
- Developed administrative processes to achieve organizational objectives and improve office efficiency
- Responded effectively to sensitive inquiries or complaints
- Maintained accurate department and customer records.
Montgomery HospiceGaithersburg, MD
Medical Administrative Assistant
12.2021 - 04.2022
Job overview
- Documented services and collected required data for evaluation
- Educated clients on options to assist in making informed decisions
- Oversaw company database and verified accurate updates and proper file management
- Managed incoming and outgoing mail, filing and meeting coordination.
- Scheduled patient appointments, answered incoming calls, and assisted with inquiries.
- Collected payments from patients for services rendered.
- Verified insurance coverage for each patient visit.
- Managed medical records using an electronic health record system.
- Provided technical support to physicians by answering questions about product features, benefits, and uses.
Department Of Juvenile ServicesRockville, MD
Resident Advisor
06.2021 - 04.2022
Job overview
- Led weekly meetings to address resident concerns and educate on changes to policies and procedures
- Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed
- Interfaced with residents to address and resolve complaints or grievances
- Conducted rounds of rooms and buildings, unlocked windows, propped open doors and sealed doors for security
- Completed daily resident welfare checks and coordinated with facility staff to meet resident needs
- Established professional rapport with hall residents, building lasting relationships with people of various ages and from different cultures
- Reported illnesses, emergencies, and crisis situations immediately to senior staff for assistance
- Collaborated with faculty advisors to address and facilitate working through students' academic difficulties, deficiencies, and personal concerns
- Observed students to detect and report unusual behavior
- Conducted regular rounds to keep residents and areas safe and secure
- Conferred with medical personnel to understand backgrounds and needs of residents
- Answered telephones and routed calls or delivered messages
- Accompanied and supervised students during meals
- Administered, coordinated, or recommended disciplinary and corrective actions
- Compiled residents' daily activities and quantities of supplies used to prepare reports.
DHHSRockville, MD
File Clerk
07.2019 - 06.2021
Job overview
- Destroyed outdated and protected information in digital and physical formats
- Retrieved requested files and delivered to appropriate personnel
- Reviewed files to check for complete and accurate information
- Scanned and filed forms, reports, correspondence, and receipts
- Updated daily logs for tracking file movements
- Located, retrieved, and copied information in response to requests and delivered to authorized users
- Coded index materials with stamp identification for filing
- Operated mechanized files to retrieve records
- Scanned or read incoming materials to determine classification or filing
- Placed materials into storage receptacles according to classification and identification information
- Implemented new filing system and created updated forms
- Classified information into chronological, alphabetical or numerical order
- Assigned and recorded or stamped identification numbers or codes to index materials for filing
- Consolidated outdated files to inactive storage, following guidelines and legal requirements
- Answered questions about records or files
- Retrieved documents stored in microfilm or microfiche and placed in viewers for reading.
Emerge WAH/ Office DepotGeorgetown, Guyana
Call Center Customer Service Specialist
03.2019 - 05.2021
Job overview
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Consulted with customers regarding needs and addressed concerns
- Managed high-volume of inbound and outbound customer calls
- Documented customer correspondence in CRM to track requests, problems and solutions
- Helped clients navigate online systems within established frameworks to obtain services
- Maintained strong call control and quickly worked through scripts to address problems
- Audited customer account information to identify issues and develop solutions
- Processed customer account changes with proprietary software
- Pursued networking opportunities to advance client relations skills and enhance customer satisfaction
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
National Grid, Natural Gas
Customer Service Representative
03.2017 - 08.2018
Job overview
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Consulted with customers to resolve service and billing issues
- Set up and activated customer accounts
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Mentored new employees on procedures and policies to maximize team performance
- Made outbound calls to obtain account information
- Used proven techniques to de-escalate angry customers during telephone interactions
- Improved customer service wait times to mitigate complaints.
Linden Houses/Public Housing AuthorityBrooklyn, New York
Leasing Consultant
11.2016 - 06.2018
Job overview
- Greeted potential tenants and provided information about the property.
- Conducted tours of available apartments, highlighting features and amenities.
- Maintained accurate records of prospective renters, applications and leases.
- Advised on rental policies and procedures to ensure compliance with applicable laws.
- Prepared lease agreements, collected security deposits and rent payments from tenants.
- Responded to tenant requests for maintenance services in a timely manner.
- Assisted with the preparation of monthly reports including occupancy rates, delinquency percentages and market surveys.
- Performed regular inspections of common areas to ensure proper upkeep and safety standards were being met.
Emblem Health InsuranceGarden City, NY
Medical Claims Representative
01.2016 - 01.2017
Job overview
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures
- Accurately processed large volume of medical claims every shift
- Inputted data into the system, maintaining accuracy of provider coding information and reported services
- Evaluated pending claims to identify and resolve problems blocking auto-adjudication
- Based payment or denials of medical claims upon well-established criteria for claims processing
- Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements
- Used contract notes and processing manual to correctly apply group-specific classifications to claims
- Examined claims, records and procedures to grant approval of coverage
- Prepared and reviewed insurance-claim forms and related documents for completeness
- Organized information by using spreadsheets, databases or word processing applications.
United Health CareFrederick, MD
Medical Representative
11.2014 - 09.2015
Job overview
- Demonstrated medical products to new and existing customers
- Managed smooth and effective communication among physicians, patients, families and staff
- Updated customer information in CRM database daily to document latest interactions and activity
- Input and managed customer data and account information in CRM system
- Responded promptly to customer calls and emails regarding product issues and complaints
- Calculated production, delivery and installation costs to provide customers with accurate quotes
- Cultivated professional client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products.
National Consumer PanelLong Island City, NY
Technical Support Representative
02.2014 - 06.2014
Job overview
- Handled customer service issues by providing guidance or escalating for advanced support
- Assisted customers with various types of technical issues via email, live chat and telephone
- Served as first point of contact for incoming technical service calls and emails
- Used remote login tools to assist clients with technical and product questions
- Assisted customer in understanding products, components and systems using technical demonstration
- Documented customer complaints and inquiries for use in technical documentation and bug tracking
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Wells FargoFrederick, MD
Customer Service Representative
11.2011 - 01.2013
Job overview
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Answered inbound calls, chats and emails to facilitate customer service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Set up and activated customer accounts
- Educated customers on special pricing opportunities and company offerings.
Metropolitan Jewish Home CareNew York, NY
Administrative Assistant
10.2009 - 11.2011
Job overview
- Answered phone calls and emails to provide information, resulting in effective business correspondence
- Inventoried and ordered supplies for office
- Responded effectively to sensitive inquiries or complaints
- Prepared and prioritized calendars and correspondence.
Education
Plaza College
Associates Degree in Business Management
01.2010
University Overview
Dean's List
Plaza College Forest Hills, NY
Bachelor of Science from Business Managment
01.2014 - Current
University Overview
Skills
- Confidentiality and Data Protection
- Document and File Management
- Task Prioritization
- Multitasking and Time Management
- Strong Organizational Skills
- Ease with Computers and Technology
- Professional and Courteous
- Report Creation
- Report Generation
- Proficient in MS Office, Excel, Outlook, IDENT
- Interpersonal and Written Communication
- Correspondence Writing
- High Volume Phone Inquiries
- Fast Learner
- Clear Communication
- Administrative Procedures
- Electronic Records Management
- Writing and Editing Skills
- Reception Duties
- Writing and Editing
- Highly Efficient and Productive
- Problem Solving
- Business Administration
- Critical Thinking
- POS Systems and Ordering Platforms
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Customer Retention Strategies
- Data Entry and Maintenance Call Documentation
- CRM Software
- Provided secretarial and office management support while building cooperative
- Answered phone calls and emails to provide information, resulting in effective
- Organized both physical and digital files and updated reports to coordinate project
- Maintained accurate department and customer records
- Reviewed files to check for complete and accurate
- Scanned and filed forms, reports, correspondence, and receipts
- Coded index materials with stamp identification for filing
- Operated mechanized files to retrieve records
- Scanned or read incoming materials to determine classification or filing
- Classified information into chronological, alphabetical or numerical order
- Assigned and recorded or stamped identification
- Retrieved documents stored in microfilm or microfiche and placed in viewers for
- 40 WPM
- Professional Telephone Voice
- Interpersonal Skills
- Data Entry Documentation
- Excel Spreadsheets
- Transporting Files
- Advanced MS Office Suite
- Knowledge
- CRM and Office Management
- Communicating With Clients
- Data Gathering
- Generated office correspondence and reports
- Software
- Insurance Eligibility Verification
- Microsoft Office Suite
- Appointment Coordination
- Credit Card Payment Processing
- Customer Relations
- High-Energy Attitude
- Clerical Support
- Inbound and Outbound Calling
- Patient and Empathetic
- Insurance Requirements
- Inventory Management
- Background Checks
- Relationship Building
- Lease Renewals
- Property Maintenance
- Background Check Process
- Leasing Terms and Specifications
- Lease Agreements
- Collection Actions
- Resident assistance
- Application processing
- Property Management
- Training and mentoring
- Property Inspections
- Phone and Email Etiquette
- Income verification
- Compliance Monitoring
- Asset Management
- Communication abilities
- Resident relations
- Violation Resolution
- Database Management
- Maintenance Oversight
- Dispute Handling
- Codes Compliance
- Vacancy Marketing
- Client Relations
- Contract Negotiation
- Payment Collection
- Office Staffing
- Data Entry
- Tenant relations
- Customer service-focused
- Administrative Leadership
- Tax Liability Calculation
- Fair housing mandates
Timeline
Occupancy Specialist II
Edgewood Management Corporation
03.2024 - Current
Customer Service Representative
Veteran Affairs
11.2023 - 03.2024
Police Administrative Aide 2
Montgomery County Police Department
05.2022 - 02.2023
Medical Administrative Assistant
Montgomery Hospice
12.2021 - 04.2022
Resident Advisor
Department Of Juvenile Services
06.2021 - 04.2022
File Clerk
DHHS
07.2019 - 06.2021
Call Center Customer Service Specialist
Emerge WAH/ Office Depot
03.2019 - 05.2021
Customer Service Representative
National Grid, Natural Gas
03.2017 - 08.2018
Leasing Consultant
Linden Houses/Public Housing Authority
11.2016 - 06.2018
Medical Claims Representative
Emblem Health Insurance
01.2016 - 01.2017
Medical Representative
United Health Care
11.2014 - 09.2015
Technical Support Representative
National Consumer Panel
02.2014 - 06.2014
Plaza College
Bachelor of Science from Business Managment
01.2014 - Current
Customer Service Representative
Wells Fargo
11.2011 - 01.2013
Administrative Assistant
Metropolitan Jewish Home Care
10.2009 - 11.2011
Plaza College
Associates Degree in Business Management
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