MONIQUE WASHINGTON
Greensboro,NC
Summary
Over 15 years of experience bringing top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Excellent with organizational and oral communication skills, highly motivated and willing to accept new challenges. Motivated team player committed to contributing to company success goals.
Overview
19
19
years of professional experience
Work History
Leasing Manager/Admin. Assistant
InterSolutions
Greensboro, NC
04.2024 - Current
- Optimized unit turnover times by working closely with maintenance staff to prioritize repairs and cleaning tasks.
- Built strong relationships with clients through exceptional customer service, resulting in increased lease renewals.
- Trained and supervised employees on office policies and procedures.
- Explained terms of lease and amounts to be paid to tenants.
- Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Completed daily logs for management review.
Property Manager
Intersolutions
Winston-Salem, NC
02.2024 - 04.2024
- 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.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Completed annual rent calculations using housing database software.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Negotiated favorable contract terms with vendors, resulting in reduced operating expenses without compromising on service quality.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Followed up on delinquent tenants and coordinated collection procedures.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
Package Handler
Federal Express
Greensboro, NC
09.2023 - 01.2024
- Followed safety regulations to maintain safe work environment.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Used hand-held scanners and physical logs to accurately track item movements.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Helped train new employees in safe practices and warehouse procedures.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
Mortgage Client Service Rep. II
TRUIST
Greensboro, NC
10.2022 - 08.2023
- Answered Inbound Calls from Clients, Teammates, and/or Authorized Third Party assisting with questions, complaints or concerns regarding account services, statements, and balances.
- Attend team meetings, online training sessions, and workshops as required.
- Transferred Clients to other departments within Company for further assistance.
- Followed Acadia SOP steps daily to provide effective and accurate information.
- Scheduled and processed different types of Escrowed Mortgage payments.
- Explained Escrow breakdowns.
- Send out escalated emails to expedite accounts that need immediate attention.
- Helped large volume of Clients every day with a positive attitude focusing on Client satisfaction and de-escalating dissatisfied clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems following up effectively with accurate information.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Information/Coding Specialist
Aerotek
05.2021 - 11.2021
- Maintained strict confidentiality with adherence to HIPAA guidelines and regulations
- Investigated rejected and denied claims, correcting applicable coding
- Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements
- Communicated with healthcare personnel, including practitioners to promote accuracy
- Scheduled and confirmed appointments
- Took information from potential customers to assess needs.
Unemployment Claims Specialist III
New Department Of Labor/Aerotek
03.2020 - 11.2020
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Reviewed history records to determine benefit eligibility for services
- Checked documentation for appropriate coding, catching errors and making revisions
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Assisted clients with completion of applications and paperwork.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
Customer Service Rep. III
USPS
01.2016 - 02.2019
- Answered inbound calls per priority
- Typed up maintenance repairs per caller's description
- Sent repair reports to the appropriate department via email
- Maintained AHT under 5 mins
- Handle all calls in a professional manner and obtain monthly call targets Toggle between multiple screens at the same time while accurately transferring data from one program to another
Customer Service
United Health Group
01.2015 - 12.2015
- PVO)
- Contacted credentialing specialist to verify demographic information concerning
- Physicians
- Navigate through different systems
- Data Entry, Created Spreadsheets
- Updated Directory Indicators
Call Center Representative
APAC, Best Buy
06.2013 - 11.2013
- Answered incoming calls with providing the highest level of professionalism and knowledgeable service to every customer
- Processed orders to be shipped to the appropriate address or store
- Determine charges for services requested, collect deposits or payments, and/or arrange for billing
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Customer Service Representative
Aetna
08.2012 - 04.2013
- Ordered prescriptions upon doctors request
- Recorded details of inquiries, complaints, and comments, as well as actions taken
- Verified and explained different insurance packages we offered to clients Refer unresolved customer grievances to designated departments for further investigation
- Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments
Customer Service Representative
Kangaroo Express
01.2011 - 01.2012
- Maintain cash register
- Restock coolers
- Print out daily reports from night Audit and enter into the a system
Guest Service Representative
Extended Stay America
01.2010 - 11.2010
- Checked guest in and out rooms
- Faxed and email information to other hotels
- Managed and assigned housekeepers
- Checked rooms for cleanliness before check-in
- Assisted guest with any issues or concerns
- Maintained excellent customer service
- Accounting/Night Audit
Process Support
Wells Fargo
06.2008 - 03.2009
- Processed mortgage information into a database
- Checked appraisals and invoices for errors before inputting information into the system
- Validated and documented inquiries
- Trained temporary employees on office procedures and filing standards for the office
Booth Teller
Duke Medical Center
01.2008 - 05.2008
- Collected tickets and money from employees and customers at Duke Medical
- Center
- Managed parking lists created spreadsheets to track available spaces
- Managed keys for valet services
- Maintained a good attitude when dealing with difficult customers
Processor
Gorbec Pharm. Services
05.2007 - 01.2008
- Filled tubes and bottles up with the correct drug product
- Placed tubes and bottles on a machine to be labeled
- Checked for proper labeling and date
- Boxed and packaged the drug product to be shipped
- Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment.
Processor
UPS
01.2007 - 05.2007
- Processed packages in accordance to UPS standards and procedures
- Ensured that packages were processed and sorted in timely manner
- Sorted packages and scanned with UPS PDA scanners to ensure accountability
- Processed 250 pieces of mail per hour
- Assisted in the processing, labeling, and shipping of packages within an 8 hour shift
- Entered data into computer tracking system and filed paperwork according to procedures.
Call Center Representative
Integral Resources
01.2005 - 12.2006
- Managed high-volume of inbound and outbound customer calls
- Updated customer accounts, addresses and contact information within call management databases
- Set up different pledges and payment plans
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Education
Diploma -
Hillside High
Skills
- Microsoft Office - Word, Excel, and
- Access
- Data Entry
- Multitasking
- Active listening
- Adobe Software CRM Software
- AS 400
- Customer Support
- Answering Research Questions
- Microsoft Office
- Special Requests
- Jam Clearing
- Package Scanning
- Handheld Scanners
- Team Meetings
- Data Accuracy
- Onesite
- Property Management
- Decision-Making
- Eviction Procedures
- Lease Renewals
- Rent collection
- Property Inspections
Timeline
Leasing Manager/Admin. Assistant
InterSolutions
04.2024 - Current
Property Manager
Intersolutions
02.2024 - 04.2024
Package Handler
Federal Express
09.2023 - 01.2024
Mortgage Client Service Rep. II
TRUIST
10.2022 - 08.2023
Information/Coding Specialist
Aerotek
05.2021 - 11.2021
Unemployment Claims Specialist III
New Department Of Labor/Aerotek
03.2020 - 11.2020
Customer Service Rep. III
USPS
01.2016 - 02.2019
Customer Service
United Health Group
01.2015 - 12.2015
Call Center Representative
APAC, Best Buy
06.2013 - 11.2013
Customer Service Representative
Aetna
08.2012 - 04.2013
Customer Service Representative
Kangaroo Express
01.2011 - 01.2012
Guest Service Representative
Extended Stay America
01.2010 - 11.2010
Process Support
Wells Fargo
06.2008 - 03.2009
Booth Teller
Duke Medical Center
01.2008 - 05.2008
Processor
Gorbec Pharm. Services
05.2007 - 01.2008
Processor
UPS
01.2007 - 05.2007
Call Center Representative
Integral Resources
01.2005 - 12.2006
Diploma -
Hillside High