Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SHANA GOODMAN

Jacksonville,FL

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

12
12
years of professional experience
1
1
Certification

Work History

PROPERTY MANAGEMENT ACCOUNT MANAGER

WEALTH WATCHERS INC
06.2021 - Current
  • Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
  • Created financial documents such as bills, invoices, & purchase orders
  • Used accounting software to prepare weekly and monthly financial reports.
  • Coordinate and manage payment and billing details of external service providers, contractors, & vendors
  • Provide Property Management for residential properties: 14 single family homes and 24 unit apartment complex.
  • Process rental application & conduct credit and background screenings for potential
  • Maintains property rentals by advertising and filling vacancies, negotiating and enforcing leases, and maintaining and securing premises
  • Establishes rental rate by surveying local rental rates and calculating overhead cost, depreciation, taxes, and profit goals.
  • Experience in managing multiple properties, expertise in budgeting and financial management, and ability to maintain high occupancy rates.
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Input financial data and produced reports using QuickBooks.
  • Generated invoices upon receipt of billing information and tracked collection progress.
  • Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
  • Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
  • Streamlined bookkeeping procedures to increase efficiency and productivity.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Handled tenant complaints promptly and appropriately, calling in other support services.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
  • Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
  • Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
  • Processed security deposit refunds.
  • Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
  • Generated professional networks by engaging in professional, industry and government organizations.

DATA ANALYST III – BUSINESS TRANSFORMATION TEAM

Florida Blue
11.2019 - 06.2021
  • Research, analyze, and report data and defects used to meet all timeliness measures, ensure compliance, & manage system efficiencies
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Identified, analyzed and interpreted trends or patterns in complex data sets.
  • Identify risk, evaluate controls, mitigate through implementation, warranty periods, & audits
  • Participated in requirements meetings to understand business needs.
  • Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
  • Utilized data visualization tools to effectively communicate business insights.
  • Developed required policies and procedures that reflected actual goals, tasks and workflows, while meeting all regulatory compliance requirements.
  • Analyzed transactions to build logical business intelligence model for real-time reporting needs.
  • Create, present, and/or facilitate meetings, webinars, conference calls, training programs, and education sessions for primarily internal audiences
  • Provides leadership and technical expertise for planning, managing, and implementation of projects
  • Understand customer and employee pain points to provide input for key initiatives.

SENIOR ADVISOR

GROUP ENROLLMENT
10.2017 - 11.2019
  • Serve as primary resource and subject matter expert for senior leadership of 5 for immediate resolution of highest level of escalated or sensitive member/provider complaints and issues
  • Assist supervisor with management of daily activities of assigned department of more than 25.
  • Support continuous improvement efforts through early identification, investigation, and resolution of problems
  • Mentored and trained highly talented staff, which prepared team members for providing exemplary service to clients.
  • Educated clients about health insurance coverage options, benefits and costs.
  • Provided comprehensive customer service to drive client satisfaction.
  • Monitored changes in health insurance laws and regulations to verify continuous compliance.

ADVOCATE

GROUP ENROLLMENT
10.2013 - 10.2017
  • GROUP MEMBERSHIP & BILLING
  • Served as point of contact for Group Administrators for small (0-50) and large (51-200) groups
  • Delivered friendly service and offered expert support in every interaction.
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Managed enrollment additions, terminations, and updates to group health plans
  • Served as member of Renewal Team which was responsible for processing Group
  • Partnered with internal and external vendors to process access to care issues.
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Educated clients about health insurance coverage options, benefits and costs.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Delivered friendly service and offered expert support in every interaction

STATE ACCOUNT OPERATIONS – SERVICE ADVOCATE III

Florida Blue
04.2011 - 10.2013
  • Provided exceptional customer service to members and providers by researching and resolving complex issues and escalated inquiries on benefits
  • Researched and analyzed issues to determine problems, causes, and appropriate solutions
  • Provided feedback, education, and guidance to Service Advocate peers as well as Senior Advisor
  • Handled HIPAA, Victims of Crime, and complex issues with CareCentrix, New Direction Behavioral Health, & Florida Blue website
  • SME Support in new hire training class (9 students)
  • Responded with resolution to escalated written and telephone inquiries.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Education

Some College (No Degree) -

FLORIDA STATE UNIVERSITY
Tallahassee, FL

HIGH SCHOOL DIPLOMA -

SAMUEL W. WOLFSON SR. HIGH SCHOOL
Jacksonville, Florida
05.2002

Skills

  • Microsoft Office
  • Appfolio
  • QuickBooks
  • Counselor Max
  • Medicare/COB, EIP, Claims Repository, & MCG, Imaginator, RADMD, CMCA, HIPPA
  • Excellent Verbal and Written Communication Skills
  • Acquisition and Retention Strategies
  • Customer Satisfaction
  • Account Management
  • Prioritizing Workflows
  • Managing Multiple Tasks
  • Strong Lead Development Skills
  • Cross-Functional Collaboration
  • Account Servicing Skills
  • Strategic Planning
  • Staff Management

Certification

  • CPR

Timeline

PROPERTY MANAGEMENT ACCOUNT MANAGER

WEALTH WATCHERS INC
06.2021 - Current

DATA ANALYST III – BUSINESS TRANSFORMATION TEAM

Florida Blue
11.2019 - 06.2021

SENIOR ADVISOR

GROUP ENROLLMENT
10.2017 - 11.2019

ADVOCATE

GROUP ENROLLMENT
10.2013 - 10.2017

STATE ACCOUNT OPERATIONS – SERVICE ADVOCATE III

Florida Blue
04.2011 - 10.2013

Some College (No Degree) -

FLORIDA STATE UNIVERSITY

HIGH SCHOOL DIPLOMA -

SAMUEL W. WOLFSON SR. HIGH SCHOOL

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