- Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
- Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Hi, I’m
Lorenzo Smith
Summary
Overview
9
years of professional experience
Work History
Cleveland State University
Research Assistant
Job overview
- Successfully Awarded the McNair Scholarship, to the Director of Occupational Therapy for two years
- Published research article titled “Developing Transitional programs for students with disabilities transitioning between high school and college”
- Gained funding to create an innovative student center for students with disabilities using adaptive technology
- Traveled and presented research orally at several Ivy League Universities
Cleveland Water Dept
Assistant Manager of Marketing
Job overview
- Responsible for planning, managing, coordinating and administering all activities and field personnel in implementing the community engagement strategy for the Department
- Manage the Community Engagement Specialists, which includes monitoring fieldwork as well as ensuring all field data is captured for analysis and evaluation
- Community Engagement Specialists will be responsible for serving neighborhoods and will be housed in CDCs (Community Development Corporations), reporting to the CDC Executive Director and the Community Engagement Specialist Manager
- Work with the CDC team, Building and Housing Department and City Council members to determine which areas of a neighborhood have the most need
- Chair the Community Engagement Specialist Healthy Home Taskforce in the absence of the Commissioner of the Division of Neighborhood Services (DNS)
- Responsible for developing and coordinating training classes and forums for tenants, homeowners and landlords on at least a quarterly basis; covering lead safe work practices and general housekeeping, focusing on the management of duties and chores involved in the running of a household, such as environmental cleaning, healthy cooking, laundry and home maintenance
- Work with the DNS maintenance programs, which includes the Exterior Paint Program, Interior Paint Program, Gutter Program, Tree Trimming Program, Door Replacement Program, Window Replacement Program, Furnace Replacement Program, Furnace Repair Program and Hot Water Tank Replacement Programs and any other home maintenance programs for the Department, as implemented
- Responsible for the managerial oversight of the program design, implementation, unit production and all reporting requirements to the DNS Commissioner
- Responsible for budget oversight, which includes approving payments from the CDCs for the Community Engagement Specialists
- Coordinate efforts with the Home Maintenance Program Manager, which includes administering the field components of the Paint Program and other home maintenance programs as developed
- Responsible for the oversight of the Community Engagement Specialists to ensure compliance with the program requirements, other home maintenance programs and the CDC contract
- Responsible for forecasting the needs of the program which includes identifying and connecting housing occupants with external and internal housing issues; building trust with residents; developing written communication and providing technical assistance around home repair
- Controls in addressing lead hazards, home maintenance measures and selecting contractors
- The Divisional liaison to the Department of Building and Housing, Public Health Department, Law Department, Community Relations Department, Department of Aging, housing rehabilitation agencies, Lead Coalition and the Executive Directors of the assigned Community Development Corporations to ensure the needs of the residents are being met
- Responsible for ensuring compliance of the local housing code as well as, state and federal lead requirements.
Youth Opportunities Unlimited
Employment Specialist
Job overview
- Coaching and Mentoring
- Successfully provided training structure and guidance for employers interested in providing internships and work opportunities for 75 teens and young adults from 7 different employment locations
- Developed a working relationship and provided basic employment training to help each participant successfully complete his or her summer employment program
- Communication
- Acted as a liaison between youth participants and employers: scheduled interviews, tracked employer satisfaction, in forced accurate timekeeping measures and reviewed and balanced accounts
- Provided individualized attention to employers and program participants to develop a specialized reward program.
Hyatt Legal Plans
Legal Account Specialist
Job overview
- Communication
- Expertly responded to and resolved customer complaints via telephone inquiry, email and social media related to prepaid legal plans
- Explained products to customers by highlighting benefits relevant to customer needs and request
- Informed customers of specific account promotional offers to meet their individualized needs
- Technical Expertise
- Maintained and reconciled account discrepancies to resolve complex disputes related to employers and clients receiving accurate legal plans
- Proactively collaborated between customers and clients to handle orders, errors account questions, billing, cancellations and other queries to help increase customer satisfaction while maintain the integrity of the company.
Military Pay Technician
05.2017 - Current
Job overview
- Problem Solving/Customer Service
- Thoroughly review financial pay accounts for annuity pay department and accurately adjudicate each account with proven accuracy
- Utilize DOD resources such as the DOD FMR and Standard Operating Procedures to solve complex account disparities
- Exceed agency and customer expectation by resolving escalated cases and follow up with customer as needed
- Communication
- Demonstrate exceptional oral and written communication skills by creating and developing documents to keep customers appraised of the status of written request
- Prepare clear and concise correspondence to ensure the accurate response and actions are completed on each financial pay account
- Effectively create and compile reports required to address customer financial audits
- Financial Management Systems
- Knowledgeable of integrated financial management systems related to all aspects of Annuity pay and disbursing pay systems such as; Retired and Annuity Pay DRAS (RAPID), MIAP, Automated disbursing system, RACC and other sub systems
- Accurately and effectively, input, extract and analyze account data to identify trends and resolve system problems to maintain data integrity
- Applies knowledge and understanding of automated data and processing systems applicable to the annuity department to effectively solve accounting discrepancies
- Account Analysis
- Expertly provide professional accounting and financial service to analyze, review and modify annuity pay accounts
- Comprehensively audit each account thoroughly to ensure the proper resolution of each customer pay account
- Expertly establish new annuity accounts and utilize accounting spreadsheets to determine the retroactive amount due and or debts required for each account
- Accurately process transactions such as, special payments, tax forms, update electronic transfer information and validate eligibility for continued annuity payments
- Effectively establish internal controls to identify problem areas with annuity financial accounts to help reduce the rework and efficiency of each pay account
- Achievements
- Consistently exceed performance standards by processing 50% more annuity transactions daily thereby improving agency financial health and customer expectations
- Acknowledge and received awards on several occasions by upper management for exceptionally processing over six thousand cases within a six-month timeframe
- Utilized to assist with a back log reduction project to help process aged financial accounts.
New York Life Insurance
Investment Consultant
10.2014 - 03.2015
Job overview
- Problem Solving/Customer Service
- Responded to annuity pay telephone inquiries related the effects of transactions made to their personal investments
- Expertly resolved each customer inquiry and provided professional advice and assistance in the application and compliance of their financial request
- Utilized problem solving skills and techniques to arrive at a solution that best met each inquiry
- Consistently exceeded customer expectations by maintaining 100% quality rating for call handling
- Technical Expertise
- Expertly researched, reviewed and processed investment transactions based on customer desires
- Effectively adjudicated accounts and processed tax forms to meet the request of each annuitant
- Kept clients and others appraised of the details of their investments by explaining insurance industry products policies and procedures in a way that was easy to understand and interpret
- Expertly balanced, reconciled and researched account discrepancies and maintained ledgers for account data with 100% accuracy.
National Enterprise
Collector
10.2013 - 02.2014
Job overview
Stanley Staffing
Communication
02.2011 - 03.2013
Job overview
- Demonstrated exceptional oral and written communication skills by making outbound telephone calls in a fast pace high call volume environment
- Created and developed documents to keep customers appraised of the status of written request to lower their payment plans
- Prepared clear and concise correspondence to ensure the accurate response and actions are completed on each account
- Problem Solving/Customer Service
- Utilized problem solving techniques to address each delinquent financial account resulting in collecting over half a million dollars in debt collections
- Advised customers on the best course of action to resolve their specific needs and accurately explained government regulations related to debt collections
- Applied active listening skills to establish reasonable payment plans that suit their specific needs
- Technical Expertise
- Reviewed and examined accounting documents verifying the mathematical accuracy and completeness of data and determining necessary processing actions for each debt collection
- Audited documents for correct authorizations for collection of debts and reviewed the validity of accounting transactions
- Posted and inputted data into an integrated system based on age of debt.
Education
Ashford University
Master's Degree from Organizational Management
2014
University Overview
Cleveland State UniversityCleveland, OH
B.A Degree from Psychology
2011
University Overview
Skills
- Event Planning
- Technical Support
- Time Management
- Running Experiments
- Project Management
- Statistical Methods
- Attention to Detail
- Project Planning
- Verbal and Written Communication
- Subject History Documentation
- Publication Preparation
- Report Development
Timeline
Military Pay Technician
05.2017 - Current
Investment Consultant
New York Life Insurance
10.2014 - 03.2015
Collector
National Enterprise
10.2013 - 02.2014
Communication
Stanley Staffing
02.2011 - 03.2013
Ashford University
Master's Degree from Organizational Management
Cleveland State University
B.A Degree from Psychology
Research Assistant
Cleveland State University
Assistant Manager of Marketing
Cleveland Water Dept
Employment Specialist
Youth Opportunities Unlimited
Legal Account Specialist
Hyatt Legal Plans
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