O'Shea Rodgers

As a Account Representative, I am responsible for day to day delivery of facilities services to a number of major clients sites within a geographic territory. In this role I work closely with multiple internal and external stakeholders to address daily client challenge, while identifying and executing opportunities to make meaningful improvements to clients operations.

• Coordination with external third-party stakeholders including municipal governments, landlords, property associations, and other third-party vendors to resolve all facilities-related issues
• Control the release of work requests to vendors to achieve monthly, quarterly, and annual financial objectives for the client and Lessen.
• Coordinate with and appropriately direct workflows among the client’s internal commodities and external service providers to ensure work is completed and accounted for per the client’s specifications
• Proactively research, develop, and implement solutions to client requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution process
• Ensures confidentiality and accuracy of internal and external data

As a Customer Support Associate, my job is to help residents that submit in work order requests and help them resolve
the issues with vendors.

• Replying to messages from vendors, clients, and residents, and then taking actions in order to move a work order
  towards completion.
• Outbound phone calls to vendors to confirm they have capacity and can complete the job within the required timeframe
  20% of the day.
• Outbound resident communications though phone, email, and text 20% of the day.
  Inbound calls from residents, vendors, and the clients
• Managed customer calls efficiently in fast-paced call center environment.
• Met personal, team and company goals in customer service environment.
• Collaborated across departments to resolve customer-related issues.

As a Transaction Specialist, I am responsible for processing daily document transactions which can include some complex tasks. Each function may have multiple tasks per transaction. These transactions require judgment and experience with limited direct
supervision. While receiving clear instructions, I must maintain the highest level of production and accuracy on a daily basis.

• Achieved a year-to-date productivity rate of 101%, exceeding the 100% goal
• Achieved a year-to-date efficiency rate 99%, exceeding the goal of 95%
• Processed a total of 3,416,157 documents on the IBML
• Inputting data into the system while following standard operating procedures and customer specific instructions for processing
• Validating quality of images
• Analyzing information to determine accuracy and completeness of work
• Maintaining site productivity and quality standards
• Contributing to meeting team goals in addition to individual responsibilities
• Prioritizing all early accounts as well as stale batches
• Making sure batches are not merged which can possibly cause HIPAA error

As a mailroom associate, my job is to keep up with incoming mail as well as outgoing mail. I have been coached on other various functions around the mailroom so I can be collaborative
as possible and try to help achieve our daily goal in the mailroom.

• Achieved a year to date production rate of 101%; exceeding the goal of 100%
• Achieved a year to date efficiency rate of 98%; exceeding the goal of 95%
• I was coached on more functions in the mailroom such as look up errors, post office returns
  and mail out
• Be as diligent as possible with making sure mail is for Receivable Operation

As a Remittance Processor, I extracted mail and processed checks. I prepared new files and assigned tracking identification numbers, which resulted in better retrieval efficiency.

• Preparing batches of work by extracting envelopes for checks
• Inputting data into the system while following standard operating procedures and customer
  specific instructions
• Achieved a year to date productivity rate of 105% ; exceeding the 100% goal
• Achieved a year to date efficiency rate 98%; exceeding the goal of 95%
• Extracted a total of 1,101,745 envelopes/mail
• Working in all areas and departments of the firm whenever I am needed