Marcus Poole
Montgomery,AL
Summary
Professional with strong expertise in Program Administration, prepared to drive impactful results. Demonstrates keen ability to adapt to evolving challenges and collaborate effectively with teams. Skilled in client assessment, program administration, and resource coordination. Known for reliability, effective communication, and results-driven approach.
Overview
9
9
years of professional experience
1
1
Certification
Work History
FRONT DESK SUPERVISOR
COURTYARD BY MARRIOTT MONTGOMERY
04.2022 - Current
- Manage 3-5 employees to maintain Marriott Brand standards.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Collected room deposits, fees, and payments.
HOUSING SPECIALIST/CASE MANAGER
MONTGOMERY HOUSING AUTHORITY
06.2018 - Current
- Assess housing barriers, develop case management plans, mediate with landlords, assist in securing housing, and provide budget counseling.
- Assisted clients in understanding their rights and responsibilities as tenants, promoting healthy landlord-tenant relationships.
- Maintained accurate records of client interactions, ensuring confidentiality and efficient case management.
- Explained rental and housing regulations to clients and helped each discover best options for housing.
- Calculated tenant rent amounts to prepare leases and contracts.
- Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs.
- Researched possible fraud cases by scrutinizing bank statements and reconciling statements with reported income sources.
- Improved tenant satisfaction by addressing and resolving housing concerns in a timely manner.
- Managed caseloads efficiently, ensuring timely completion of required documentation and adherence to program requirements.
- Coordinated eviction prevention efforts by mediating disputes between landlords and tenants, ultimately preserving stable housing situations for at-risk individuals.
- Evaluated rental applications thoroughly, verifying income eligibility and background checks for potential tenants.
- Coordinated with local agencies to provide housing and prevent homelessness, decreasing homelessness.
- Analyzed local housing market trends, utilizing data to advocate for the development of additional affordable housing units in areas with high demand.
- Enhanced safety of housing communities, organizing regular inspections and maintenance activities.
- Developed and maintained relationships with community organizations and agencies.
FINANCIAL COUNSELOR
PARALLON WORKFORCE SOLUTIONS
09.2015 - 07.2022
- Provide estimates, generate insurance verification reports, assist patients with payment arrangements, and train new employees.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Identified and resolved patient billing and payment issues.
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
- Ensured timely submission of claims to various insurance carriers, resulting in prompt payment for services rendered.
- Managed patient accounts effectively, resolving discrepancies and addressing outstanding balances in a timely manner.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Collected payments and applied to patient accounts.
- Filed and updated patient information and medical records.
- Provided exceptional customer service to both patients and insurance representatives, resolving inquiries quickly and professionally.
Eviction Prevention Counselor
ALABAMA HOUSING FINANCE AUTHORITY
05.2017 - 06.2018
- Oversight of grant budgets, provide technical assistance, identify training needs, and assist in data analysis.
- Assisted in the negotiation of policy terms and conditions, demonstrating strong analytical skills and attention to detail.
- Ensured compliance with all regulatory requirements through diligent record-keeping and strict adherence to company policies.
- Reviewed policy documents for completeness and accuracy before submission, minimizing the need for revisions or cancellations due to errors.
- Managed a diverse caseload of applications, efficiently organizing workload to meet tight deadlines without sacrificing quality or accuracy.
- Supported underwriters with thorough research and documentation, enabling informed decisions on coverage limits and premium pricing.
- Reviewed credit reports, financial statements and transactions to verify accuracy and completeness.
- Copied, logged and scanned supporting documentation and placed all information in client files.
- Analyzed applicant data for risk assessment, ensuring accurate decision-making for policy approvals and denials.
- Completed pre-closing responsibilities to prepare loan files for closing team.
Education
Bachelor of Science - BUSINESS ADMINISTRATION
FAULKNER UNIVERSITY
Montgomery, AL12.2019
Associate of Applied Science - BUSINESS ADMINISTRATION
WALLACE COMMUNITY COLLEGE
Selma, AL05.2017
Skills
- Documentation
- Time Management
- Problem-solving skills
- Guest Relations
- Data Entry Efficiency
- Case Management
- Microsoft Office Suites
- Administrative Skills
- Customer Service Management
- Revenue management
- Compliance Monitoring
- Quality Assurance
Certification
- HQS Certified - CVR & Associates
- HCV Specialist Certification- Nan McKay & Associates
- Effective Interviewing for Program Integrity-HAI Group
- NSPIRE Certified- Nan McKay & Associates
References
Available upon request
Timeline
FRONT DESK SUPERVISOR
COURTYARD BY MARRIOTT MONTGOMERY
04.2022 - Current
HOUSING SPECIALIST/CASE MANAGER
MONTGOMERY HOUSING AUTHORITY
06.2018 - Current
Eviction Prevention Counselor
ALABAMA HOUSING FINANCE AUTHORITY
05.2017 - 06.2018
FINANCIAL COUNSELOR
PARALLON WORKFORCE SOLUTIONS
09.2015 - 07.2022
Bachelor of Science - BUSINESS ADMINISTRATION
FAULKNER UNIVERSITY
Associate of Applied Science - BUSINESS ADMINISTRATION
WALLACE COMMUNITY COLLEGE
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