Serene Smith
Bethesda,Maryland
Summary
Detail-oriented administrative professional with 10+ years of experience in customer service, scheduling, and compliance. Adept at managing sensitive records, resolving issues efficiently, and supporting high-volume operations—ready to bring administrative excellence to a healthcare environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Leasing Manager
Falkand Chase Apartments
Silver Spring, MD
12.2016 - 12.2022
- Company Overview: JBGSmith | Silver Spring, MD
- Managed administrative operations for over 125 units, including sensitive document tracking and resident compliance—translatable to HIPAA-focused recordkeeping.
- Handled high-volume scheduling, appointment reminders, and contract renewals; maintained 93% occupancy rate through clear communication and follow-up.
- Led data entry and file audits for lease and legal compliance, similar in rigor to patient record management.
- Oversaw front desk operations, incoming inquiries, and document filing, mirroring hospital receptionist workflows.
- Trained and supervised support staff, ensuring office procedures were followed and deadlines met.
- Reviewed applications from prospective tenants; conducted background checks and credit history reviews.
- Ensured that all paperwork was completed correctly prior to signing leases.
- Maintained accurate financial records related to rental income and security deposits.
Leasing Consultant
Terrapin Row Apartments
College Park, MD
12.2014 - 12.2016
- Company Overview: Peak Campus | College Park, MD
- Served as main point of contact for hundreds of student residents; maintained calm, efficient communication in high-stress environments.
- Scheduled tours, appointments, and file updates using CRM tools (adaptable to hospital scheduling software).
- Maintained accurate logs of calls, emails, and contacts—mirroring patient intake and coordination processes.
- Managed legal paperwork and compliance procedures, prepping files for audit and review.
- Maintained accurate records of prospective renters, applications and leases.
- Monitored competition in local markets to identify trends in pricing or amenities offered by competing properties.
- Assisted with the preparation of monthly reports including occupancy rates, delinquency percentages and market surveys.
- Ensured that all paperwork was completed accurately in accordance with company policy.
Lead Concierge
2 M Street
Washington, DC
07.2014 - 06.2016
- Company Overview: William C Smith | Washington, DC
- Managed front-desk operations, scheduling, mail distribution, and vendor coordination in a secure residential environment.
- Balanced multiple administrative priorities in a professional setting with high client volume.
- Provided timely support to guests and residents, responding to urgent requests calmly and efficiently.
- Developed relationships with local businesses to provide discounts for hotel guests.
- Assisted guests with check-in and check-out procedures and room assignments.
- Monitored budget allocations for concierge services and made adjustments when necessary.
- Maintained records of guest complaints and compliments.
- Maintained confidentiality of guest information and transactions.
- Managed guest check-ins and check-outs, ensuring a seamless experience.
- Maintained knowledge of local attractions, events, and nightlife to offer current advice.
- Entered work orders for housekeeping, pest control and maintenance issues.
- Maintained guest privacy and building reputation by keeping information confidential.
- Monitored guest feedback to identify areas for improvement in services offered.
- Managed a concierge desk, keeping area organized and stocked with necessary materials.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
Full Time Supervisor
Levi Strauss
Washington, DC
01.2012 - 08.2014
- Company Overview: Washington, DC
- Created a high energy, compelling store experience by engaging consumers and modeling appropriate service behaviors to other associates, supervising and providing consistent coaching on sales training process in order to ensure the highest level of service and sales
- Proactively resolved consumer concerns in a manner consistent with company policy and with consumer satisfaction in mind
- Partner with store manager on elevated consumer issues
- Participated in training process for new hires and current employees on LS&CO culture, product knowledge, service practices, loss prevention, store policy and programs and other associate responsibilities
- Partnered with store management to set expectations, coach and contribute to an environment that encourages engagement, retention and talent
- Deliver formal performance feedback in partnership with store management
- Efficient handling of all cash handling and merchandise operations such as shipment processing, floor set, markdown, and replenishment systems while maintaining standards
- Perform store procedures in compliance with store policy
- Worked with the Store Manager, and/or Associate Manager and Assistant Store Manager(s) to flex store business strategies and meet or exceed established store and individual sales and performance goals daily
- Supervised store team in the absence of another member of management
- Complied with all Levi's Stores policy, procedure, and programs, able to follow directives of store management
- Washington, DC
Full Time Key Holder
Commander Salamander
Washington
06.2010 - 01.2012
- Company Overview: Washington
- Supported Store Manager and Assistant Store Manager in the implementation of initiatives to achieve sales goals and objectives.
- Achieved/Exceeded personal and store sales goals and performance metrics through the implementation of revenue building strategies
- Assisted staff to exceed individual and store goals
- Assisted leadership team and sales staff to provide a world class shopping experience through the effective execution of Extraordinary Brand Selling and Service Culture and Concierge Program by anticipating customer changes, and meeting customer challenges
- Supported the Store Manager and Assistant Store Manager in the achievement of all financial and operational objectives with regards to expense control, Loss Prevention audits/checklists, and weekly reports
- Monitored and maintain compliance of all company policies and procedures, including all local, state and federal employment laws to make sound business decisions and communicate/educate all staff members.
- Partnered with the Store Manager and Assistant Store Manager on the implementation of visual merchandising directives and maintains standards consistent with company brand strategies.
- Communicated with Store Manager, Assistant Store Manager and/or directly to Corporate partners regarding product mix, trends and needs.
- Held store keys and regularly participates in store opening and closing functions.
- Washington
Education
Bachelor of Arts (B.A.) - English
Trinity University of Washington
Washington, DC12.2013
Skills
HIPAA compliance
Patient scheduling
Electronic Health Records (EHR/EMR)
Data entry and documentation
Appointment coordination
Confidential File Handling
Multiline phone systems
Staff support
Insurance verification
Certification
- CPR Certification, 01/01/26
- First Aid Certification, 01/01/26
- AED Certification, 01/01/26
- BLS Certification, 01/01/26
Languages
English
Languages
Spanish
Limited
Chinese (Mandarin)
Limited
References
References available upon request.
Timeline
Leasing Manager
Falkand Chase Apartments
12.2016 - 12.2022
Leasing Consultant
Terrapin Row Apartments
12.2014 - 12.2016
Lead Concierge
2 M Street
07.2014 - 06.2016
Full Time Supervisor
Levi Strauss
01.2012 - 08.2014
Full Time Key Holder
Commander Salamander
06.2010 - 01.2012
Bachelor of Arts (B.A.) - English
Trinity University of Washington
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