Summary
Overview
Work History
Education
Skills
Timeline
Marenia Smith

Marenia Smith

South Bend,IN

Summary

Personable Eligibility Specialist and Customer Service Associate proudly offering years of experience. An engaging professional trained to make good decisions and handle all types of issues. Offering dynamic interpersonal and leadership skills. Reliable professional offering an extensive career promoting positive customer experiences. Sharp Eligibility Specialist boasting expertise in managing and eligibility information for members and groups. Goal-driven training professional highly effective at working with both students and leadership to develop interesting and successful training programs. First-rate problem-solving, program management and team-building abilities. Bringing experience and desiring to take on long-term position. Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 2 years of related experience and superior planning and time management abilities. Effective Assistant Property Manager offering excellent skills in customer service, telephone etiquette and issue response. Works cooperatively with property ownership, vendors and residents. Thorough understanding of housing laws and resident management. Dedicated Assistant Property Manager enthusiastic about meeting all kinds of people and familiar with creating successful resident retention programs. Knowledgeable in customer relation, quality control and privacy. Successful career history comprising more than 3 years.

Overview

20
20
years of professional experience

Work History

Assistant Property Manager

Housing Authority Of South Bend
South Bend, IN
05.2020 - 02.2024
  • Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues efficiently.
  • Attended staff meetings and took extensive notes to share with property manager.
  • Completed annual rent calculations using housing database software.
  • Assisted in preparation of annual budgets, monitoring expenses to ensure financial goals were met.
  • Kept accurate records of all resident and tenant correspondence.
  • Communicated effectively with owners, residents, and on-site associates.
  • Inspected common areas for cleanliness and notified maintenance of overflowing trash.
  • Maintained accurate records of all transactions, ensuring timely reporting to senior management and owners.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Showed apartments to potential tenants and answered questions regarding community.
  • Trained new hires on company policies, procedures, software applications and industry best practices-leading them towards successful job performance.
  • Kept properties in compliance with local, state, and federal regulations.
  • Completed final move-out walk-throughs with tenants to identify required repairs.

TRAINER | SPECIALIST

Conduent
South Bend In
11.2015 - 11.2016
  • Responsible for training potentials employees to process cases for clients seeking supplemental assistance from state.
  • Trained and mentored up to 50 new personnel hired to fulfill various roles.
  • Delivered instructional presentations on equipment use, focusing on efficiency and safety.

ELIGIBILITY SPECIALIST

Conduent
South Bend In
10.2014 - 11.2015
  • Processed cases for clients seeking financial and medical assistance
  • Consulted with upset customers to determine best methods to resolve service and billing issues
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
  • Managed high-volume of inbound and outbound customer calls
  • Helped company maintain exceptional client service ratings on external audits.
  • Trained staff on current eligibility requirements and policies.

CUSTOMER SERVICE AGENT

Amerigas
South Bend In
07.2014 - 09.2014
  • Kept customer account information current and accurate by preparing, completing and processing forms and database changes
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
  • Maintained revenue streams by exhausting every option before offering refunds on escalated calls
  • Documented conversations with customers, to track requests, problems and solutions offered
  • Investigated and solved routine, complex and long-standing customer issues each day.

GUEST SERVICE AGENT

Hotel
Minneapolis
01.2004 - 09.2004
  • Managed guest check-in and check-out procedures, placed reservations and processed payments
  • Handled payment processing duties and provided customers with receipts and proper bills and change
  • Provided guest assistance and information regarding local attractions and points of interest
  • Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction
  • Shared key information regarding hotel to guests, including details about pool and restaurants
  • Greeted arriving guests to provide assistance and facilitate check-ins
  • Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage
  • Responded to guests, including email, telephone and in-person inquiries
  • Recommended local area establishments or services to suit guest interests and plans
  • Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.

Education

Some College (Still Attending) -

Ivy Tech Community College, South Bend, IN

Skills

  • Effective planning
  • Hospitality services
  • Guest service and assistance
  • Customer rapport
  • Office equipment operations
  • Professional demeanor
  • Telephone etiquette
  • Recordkeeping and data input
  • Time management
  • MS Office proficient
  • Detail-oriented
  • Effective team player
  • Critical Thinking
  • Train-the-Trainer
  • Survey Management
  • Property Management Expertise
  • Violation Resolution
  • Maintenance knowledge

Timeline

Assistant Property Manager - Housing Authority Of South Bend
05.2020 - 02.2024
TRAINER | SPECIALIST - Conduent
11.2015 - 11.2016
ELIGIBILITY SPECIALIST - Conduent
10.2014 - 11.2015
CUSTOMER SERVICE AGENT - Amerigas
07.2014 - 09.2014
GUEST SERVICE AGENT - Hotel
01.2004 - 09.2004
Ivy Tech Community College - Some College (Still Attending),
Marenia Smith