Overview
Work History
Education
Skills
Timeline
Generic

Shalaine Brown

Cedar Rapids,IA

Overview

5
5
years of professional experience

Work History

Leasing Agent

KMB Property Management
Cedar Rapids , United States
03.2021 - 12.2021
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations.
  • Handled calls per day to address customer inquiries and concerns.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Toured property with prospective tenants and provided wealth of information in regards to its key features.
  • Marketed property to local businesses through collateral, emails and phone calls.
  • Performed background checks on over [Number] apartment applicants.

Leasing Agent

Gateway Gardens
Cedar Rapids , IA
09.2019 - 09.2020
  • Handled tenant communications by quickly responding to requests for maintenance and answering any questions or concerns.
  • Used Software to help create property brochures for advertising available properties and developments.
  • Recruited new residents through website advertising and marketing.
  • Resolved conflicts between tenants regarding noise, encroachments and parking.
  • Distributed and followed up on tenant renewal notices.
  • Participated in property inspections to prepare for move-ins and move-outs.
  • Scheduled various contractors to complete needed work on vacant and occupied units.
  • Conducted property tours to highlight features of properties.
  • Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.

Store Associate

Aldi
Cedar Rapids, Iowa
01.2018 - 04.2019
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Approached browsing customers to initiate conversations to determine buying preferences.
  • Answered questions about store policies and addressed customer concerns.
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Balanced and organized cash register by handling cash, counting change and storing coupons.
  • Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.

Insurance Customer Service Representative

TransAmerica
Cedar Rapids, Iowa
06.2016 - 03.2017
  • Initiated outbound customer calls to review policy reviews and late payments to avoid lapse in coverage.
  • Provided primary customer support to internal and external customers.
  • Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Contacted clients to verify account information and maintain accuracy, resulting in an increase in client satisfaction.
  • Delivered prompt service to prioritize customer needs.

Call Center Team Lead

Thomas Cardella & Associates
Cedar Rapids, Iowa
06.2015 - 06.2016
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Minimized process lags through operations protocols and client account management training.
  • Recommended products to customers, thoroughly explaining details.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Trained new team members by relaying information on company procedures and safety requirements.

Education

Associate of Applied Science - Criminal Justice

Kaplan
Cedar Rapids
11.2011

Skills

  • Verbal and Written Communication
  • Calm and Professional Under Pressure
  • Customer Account Management
  • CRM Software
  • Responding to Difficult Customers
  • Customer Retention Strategies
  • Multitasking and Prioritization
  • Building Customer Trust and Loyalty
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Data Entry and Maintenance
  • Customer Data Confidentiality
  • Creative Problem Solving
  • Efficient and Detail-Oriented
  • Multi-Line Phone Systems
  • Team-Oriented and Cooperative
  • Document and Records Management
  • Excellent Attention to Detail
  • Administrative and Office Support
  • Patient and Empathetic
  • Membership Inquiries and Renewals

Timeline

Leasing Agent

KMB Property Management
03.2021 - 12.2021

Leasing Agent

Gateway Gardens
09.2019 - 09.2020

Store Associate

Aldi
01.2018 - 04.2019

Insurance Customer Service Representative

TransAmerica
06.2016 - 03.2017

Call Center Team Lead

Thomas Cardella & Associates
06.2015 - 06.2016

Associate of Applied Science - Criminal Justice

Kaplan

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Shalaine Brown