Octavia Brown
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Contact Representative
Social Security Administration
07.2020 - Current
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Built lasting relationships with clients through effective communication and attentive service.
- Increased customer retention by expertly handling escalated issues in a timely manner.
Customer Service Representative
Blue Cross Blue Shield
11.2018 - 07.2020
- Providing efficient, prompt, and professional service to customers on inquiries received
- This position requires the usage of proper grammar and articulation
- Also required is using a keyboard to effectively interface with the system ensuring customer contacts are documented immediately
- Experience in a position using a keyboard and/or personal computer
- Demonstrated experience communicating effectively in order to interact with customers
- Experience in a position understanding and interpreting complex oral and written directions
- Experience in a position multi-tasking and organizing work responsibilities
- Experience with medical terminology, ICD-10, and/or CPT coding
- Experience in a corporate or office setting
- Experience in a clinical setting (i.e., physician's office, clinic, hospital, home health)
Business Manager (Assistant Community Director)
PEM Real Estate Group
02.2018 - 11.2018
- Receive, investigate, and resolve resident concerns
- Meet with new residents and thoroughly explain their rights and responsibilities
- Where applicable, coordinate social programs or other activities
- Entering of all daily activity to include move ins, move outs, renewals, notices and new leases
- Perform move-in and move-out inspections
- Process Deposit Accountings - to be completed within five days of move out
- Prepare and submit move-out statement and disposition paperwork to facilitate final security deposit refund or charges to resident
- Collection of monthly receipts: Establishing and maintaining a solid collection policy in conformance with applicable local, state, and federal rules and regulations, and company policies
- Preparation of 5 day (3 day in Ohio & 7-day Alabama) and 30-day notices
- File delinquent renters with the attorney, per local directive, to minimize collection losses
- After 30 days, submit all remaining delinquencies to applicable collection agency
- Maintain current delinquency less than 1% each month of billed revenue; actively pursue all aged delinquency
- Conduct marketing analysis as directed by community manager
- Draft and implement marketing plan as directed by Community Manager
- Reports and paperwork: Preparation of all required and assigned reports, on a daily, weekly, or monthly basis as assigned
- Ensure all reports are accurate and submitted prior to deadlines
- File maintenance: Establish and maintain complete files of correspondence, documents, and unit maintenance files
- Complete a file audit twice a year: once in January and second in July
- Perform security deposit audits as required
- In the absence of the community manager, perform daily supervision of property staff
- Maintain employee files, attendance records, performance records and corrective action records
Leasing Manager/Assistant Community Director
Elmington Property Management
08.2016 - 02.2018
- Professional verbal and written communication
- Administrative and organizational tasks
- Presenting a professional image to residents, vendors, and owners
- Leasing and Customer service
- Operating computers and other technological devices to access email, internet websites for business marketing and company utilized software
- Preparing, locating and compiling information and documents
- Physically inspecting the property in its entirety
- Responding to issues outside of normal work schedule when required
- Accurately reporting all time worked by clocking in before beginning to work and out only when done working
- Following all company policies and procedures
Financial Care Specialist
T-Mobile USA
10.2015 - 08.2016
- Monitor process and ensure optimal level of customer services to all financial requirements
- Coordinate with clients and negotiate on all payment settlements for outstanding balances
- Manage all customer issues and ensure appropriate resolution
- Develop and maintain effective and cooperative relations with all clients and employees
- Administer all financial processes and develop ways to increase production and quality of services
- Ensure compliance to T-Mobile policy for all account credits
- Communicate with customers and deliver authentic information on products/services
Shift Manager
Aldi US
02.2014 - 08.2015
- Communicating and modeling Aldi's standards for customer service
- Managing the appearance of the store in conjunction with store priorities in order to present a desirable image of Aldi
- Provides a safe environment for employees and customers by identifying and addressing hazards, as well as ensuring proper ergonomics and maintenance of store equipment
- Managing the training, development and performance of store personnel
- Supporting the Store Manager in the achievement of controllable expense goals as well as store productivity and inventory goals
Relationship Banker
Regions Bank
07.2013 - 02.2014
- Attain aggressive sales goals by turning phone inquiries into sales opportunities by making an active attempt to cross sell the full range of bank products and services to meet clients' needs
- Meet or exceed sales goals
- Use effective sales and telephone techniques to solidify and build client relationships
- Provide excellent customer service and provide answers to client questions within set standards
- Resolve issues promptly
- Place follow-up telephone calls to customers as necessary
Administrative Assistant
Young Stars Inc
10.2012 - 02.2014
- Monitor/Assist kids in programs
- Collect payments, donations, and dues for teams, participants, etc
- Reviews and evaluates application packets for completeness and verify information provided
- Maintains official file system
- Conducts and communicates special project information with participants and team members
- Coordinates the application processes for staff and team participants
Resident Services Coordinator
Park Place & The Veranda at Park Place
03.2010 - 09.2012
- Interface with community leaders, politicians, and local agencies
- Participate in training, workshops, seminars and meetings that directly affect their job-related responsibilities
- Identify and connect vital resources to the community
- Assist the residents with resolving problems/issues through case management and direct referrals to the appropriate agencies
- Provide seminars, employment/training resources to maintain the self-sufficiency of the community
- Responsible for conducting home visits and Needs Assessment for Mentally intellectually disabled and senior building to residents
- Direct the Move to Work and After School Mentor programs
Product flow supervisor
Circuit City
07.2008 - 12.2008
- Company Overview: Company Closed
- Manage and assign duties of product flow team
- All Opening operations
- Customer Service and Assistance
- Merchandising and Pricing
- Company Closed
Assistant Store Manager/Guest Services Manager
Linens N Things
06.2006 - 06.2008
- Company Overview: Company Closed
- Manage and assign duties of entire shift team of 15
- Open and closing operations
- Guest service and Assistance
- Team motivation
- Company Closed
Education
M.D. - psychology
University of Phoenix
Tempe12.2019
Bachelor of Human Environmental Sciences - Minor in Marketing
UNIVERSITY OF ALABAMA
Tuscaloosa, AL05.2005
Advanced HonorsDiploma -
OXFORD HIGH SCHOOL
Oxford, AL05.1999
Skills
- Marketing
- Market Research
- Management
- Property Management
- Business Management
- Case Management
- Medical Terminology
- Insurance Verification
- Medical Coding
- Claims Processing
- Medical Billing
- Ellucian
- Data analysis
- Inventory management
- Counseling
- Community Relations
- Accuracy
- Attention to details
- Tolerant
- Flexible
- Ability to adjust to consistent change
- Community Outreach
- Cross-cultural sensitivity
Accomplishments
- World Class Representative 2019
- Provided housing and life skills for 300 plus apartment homes including 30 mentally ill intellectually disabled apartments and the senior building.
- Host weekly and monthly individual and group meetings with staff and residents.
- Peer tutoring and mentoring in Move to Work and After School programs.
- Fostered and maintained relationships with local agencies, community leaders, resources, and financial sources.
- Increased Net Occupancy by 20% in 3 months (PEM Real Estate Group).
- Leased 99 Apartments in 1 year, 58 leased in a 4-month time frame (Elmington Property Management).
- Provide seminars, employment/training resources to residents and staff.
- Conducting weekly and monthly inspections and need assessments.
- Provided employment and other resource referrals as needed.
- Accuracy and Attention to details.
- Tolerant, flexible, and ability to adjust to consistent change.
- Community Outreach (7 years)
Personal Information
Work Permit: Authorized to work in the US for any employer.
Timeline
Contact Representative
Social Security Administration
07.2020 - Current
Customer Service Representative
Blue Cross Blue Shield
11.2018 - 07.2020
Business Manager (Assistant Community Director)
PEM Real Estate Group
02.2018 - 11.2018
Leasing Manager/Assistant Community Director
Elmington Property Management
08.2016 - 02.2018
Financial Care Specialist
T-Mobile USA
10.2015 - 08.2016
Shift Manager
Aldi US
02.2014 - 08.2015
Relationship Banker
Regions Bank
07.2013 - 02.2014
Administrative Assistant
Young Stars Inc
10.2012 - 02.2014
Resident Services Coordinator
Park Place & The Veranda at Park Place
03.2010 - 09.2012
Product flow supervisor
Circuit City
07.2008 - 12.2008
Assistant Store Manager/Guest Services Manager
Linens N Things
06.2006 - 06.2008
Bachelor of Human Environmental Sciences - Minor in Marketing
UNIVERSITY OF ALABAMA
Advanced HonorsDiploma -
OXFORD HIGH SCHOOL
M.D. - psychology
University of Phoenix
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