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 Rapids11.2011
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