Shanice Howe
Upper Marlboro,MD
Summary
Energetic Leasing Professional who offers a wealth of experience in conducting property tours and launching successful marketing initiatives. Clear knowledge of federal fair housing laws and local regulations. Firm but fair when dealing with tenants concerning rents due, maintenance and neighbor complaints.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Leasing Professional
Jefferson Apartment Group
12.2023 - Current
- Coordinated move-ins and move-outs efficiently, minimizing vacancy periods between tenants.
- Provided personalized tours of properties, showcasing unit features and amenities tailored to each prospect''s needs.
- Kept meticulous records of correspondence between management and tenants.
- Maintained detailed records of tenant interactions, enabling effective communication across team members when addressing ongoing issues or requests.
- Collaborated with maintenance teams to resolve tenant issues quickly, ensuring high satisfaction levels.
- Implemented efficient screening processes to select qualified applicants while minimizing risk of delinquency or eviction.
- Negotiated advantageous contract terms with vendors, reducing overall property expenses.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Communicated effectively with owners, residents, and on-site associates.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Collected rent and tracked resident payments and information in computer system.
- Participated in regular training sessions to stay updated on industry trends and best practices in property management.
Customer Service Representative
Westat
10.2022 - 12.2023
- When applicable, mail documents and perform basic customer service administrative functions
- Review applicant completed eQIP forms and other related and necessary forms for the initiation of background investigations
- Assist applicants with corrective action concerning the completion and submission of personnel security documents
- Providing assistance with eQIP submissions, entering relevant data into the Office of Security and Strategic Information (OSSI) personnel security database, scheduling fingerprint appointments, etc
- To ensure accurate processing, track personnel security documents.
Rural Carrier Associate (RCA)
United States Postal Service
04.2022 - 09.2022
- Sorted mail according to order of address appearance for easy access in field
- Kept inventories of stamps and other supplies and re-stocked as necessary to prepare for customer needs
- Delivered mail and packages to customers on prescribed route while processing check submissions, money orders and stamp purchases in field
- Wrote detailed trip reports with notable details about road conditions, weather and obstacles encountered
- Signed and received mail with signature requirements upon delivery and loading
- Maintained records on customers with mail forwarding and change of address requests
- Communicated customer complaints, requests and feedback to company management for swift resolution
- Loaded and secured items in trucks to avoid damage to parcels during delivery
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
- Directly interacted with customers to deliver mail, packages and ordered goods
- Greeted customers and answered questions regarding mail pick up times, postal regulations and delivery costs
- Demonstrated respect, friendliness and willingness to help wherever needed
- Developed and maintained courteous and effective working relationships
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Rural Carrier Associate (RCA)
United States Postal Service
10.2021 - 01.2022
- Sorted mail according to order of address appearance for easy access in field
- Kept inventories of stamps and other supplies and re-stocked as necessary to prepare for customer needs
- Delivered mail and packages to customers on prescribed route while processing check submissions, money orders and stamp purchases in field
- Wrote detailed trip reports with notable details about road conditions, weather and obstacles encountered
- Signed and received mail with signature requirements upon delivery and loading
- Maintained records on customers with mail forwarding and change of address requests
- Communicated customer complaints, requests and feedback to company management for swift resolution
- Loaded and secured items in trucks to avoid damage to parcels during delivery
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
- Directly interacted with customers to deliver mail, packages and ordered goods
- Greeted customers and answered questions regarding mail pick up times, postal regulations and delivery costs
- Demonstrated respect, friendliness and willingness to help wherever needed
- Developed and maintained courteous and effective working relationships
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Patient Access Specialist
Kelly Services
06.2020 - 11.2020
- Manage day-to-day activities of health care provider support requests and deliverables across multiple communication channels i.e Phone, Fax, Chat, email
- Perform intake of cases and capture all relevant information in the Case Management System
- Ensure all support requested is captured within the Case Management System
- Ensure timely processing and resolution of cases
- Escalate cases appropriately to the Patient Access Associate team
- Coordinate all appropriate aspects of the patient case management through to completion, using effective interpersonal skills to manage interactions
- Serve as a resource for Health Care Providers and patients and use regional reimbursement, distribution, and payer policy expertise to provide solutions for complex patient access situations, working closely with the PAA team to appropriately escalate/resolve issues
- Communicate effectively with payers, third party administrators, and other departments
- Perform in-depth research into patient's insurance, prior authorization, and appeal requests on behalf of the providers
- Educate offices on Patient Access Programs and referral process to ensure timely case processing.
Customer Service Representative
Sport Squad
10.2019 - 04.2020
- Answering calls and emails from customers immediately clarifying issues
- Determining the cause of the problems
- Expediting the corrections or adjustments
- Following up to ensure resolution
- Document all case activity using the case management system
- Record all customer interactions into the case management system
- Follow up daily with all open cases to reduce aging of open cases
- Ensure speedy closure of customer cases
- Ensure all third-party retailers' issues are resolved immediately.
Program Specialist
Covance
11.2018 - 07.2019
- Quickly and efficiently respond to incoming calls and faxes, identify how best to assist
- Document calls in appropriate tracking systems, and handle/escalate calls per established procedures
- Conduct insurance verifications to understand if patient's prescribed therapy is eligible for coverage
- Possibly coordinate prior authorizations, investigate alternative insurance coverage, or other funding sources on behalf of the patients per the program specifications
- Process patient applications of various complexities, and follow the programs specifications to determine their eligibility
- Place follow up calls and respond to enquiries from patients and/or healthcare providers as necessary
- Liaise with partner distributors and pharmaceutical manufacturers to request products per the program's guidelines and track shipments
- Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate
- Be familiar with the market place and the insurance options available for patients
- Educate patients on the available options as appropriate
- Assist with training new team members by shadowing/reverse shadowing them and serving as a data checker by reviewing data entered in the program's tracking system
- Maintain a professional, calm and friendly demeanour
- Express thoughts and instructions clearly in both verbal and written communication; i.e
- Uses grammatically correct and concise language
- Complete data entry per established guidelines for the faxes received on the program server
- Other duties as assigned.
Private Pay Enrollment Coordinator
K12
01.2016 - 06.2018
- Worked with the Senior Director, Private Pay Operations to track against business unit sales and enrollment goals
- Responsible for sales and enrollment metrics and reporting for all teams
- Work with the billing department daily to ensure numbers will match up for the month-end reporting
- Producing the daily stack ranking report and dispersing it to the Private Pay management and enrollment team
- Maintaining the Private Pay Sales Tracker daily
- Producing the daily Scorecard report and distributing it to the stakeholders and the enrollment team
- Validating month-end closing sales figures with the Billing team
- Produce month end call center incentive report for management and private pay enrollment specialist
- Measure and report call center operations in a clear, concise, and informative manner
- Document key processes and identify and implement process improvements
- Assign Salesforce Opportunities to appropriate team members in an equitable and trackable fashion
- Produce reporting that maximizes agent productivity and ensuring prompt outreach to prospective families
- Editing Opportunities within the Salesforce to show the correct status
- Changing Opportunities that are in certain aliases back to their proper state and agent queue
- Assign uncalled Opportunities to the team in an equitable and trackable fashion
- Scrubbing the Salesforce leads to avoid duplicates and multiple calls to the same family
- Creating a daily report and spreadsheet to break the Salesforce Opportunities to show status and share with management and team members
- Reviewing and submitting payroll for the remote team of the Private Pay department per the guidelines
- Reviewing and adjusting the Bonus Budget for the Private Pay department
- Ensure that the Salesforce reports are in the correct format
- Taking on miscellaneous projects as assigned.
Private Pay Enrollment Support Specialist
K12 (Randstad Management Services)
07.2015 - 01.2016
- Pulls the sales every day to create a sales scorecard with no flaws and submit it into the sales tracker each day to help each agent understand where they stand per the required sales goals
- Creating course recommendations based on transcripts received by Keystone Online School Guidance within 24 hours
- Going through all reports to help scrub all leads to make sure they are in the proper queues to be called
- Assigning all opportunities to the appropriate agents and reassigning from those who have left K12
- Assigning all Keystone leads that are received by Keystone Online School each day to each Herndon and Knoxville agent
- Take the opportunity to want to learn more about reporting within SalesForce and the Sales Goals
- Taking the opportunity to reach out to management for more items to take on and to take ownership of
- Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others has good listening skills
- Tackles problems, takes independent action, seeks out new responsibilities, acts on opportunities, generate new ideas, and practices self-development
- Deals with others straightforwardly and honestly, is accountable for actions, maintains confidentiality, supports company values, and conveys good news as well as bad
- Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, and welcomes newcomers, and promotes a team atmosphere.
Pre-Enrollment Consultant
K12 (Randstad Management Services)
04.2015 - 07.2015
- Utilized interpersonal and product knowledge skills with students and their parents or other responsible adults
- Responsible for achieving Quality Assurance, client satisfaction, student retention, and enrollment targets
- Maintained strong computer skills to effectively operate company systems and programs (salesforce)
- Team player that can adapt to change easily in a fast-paced environment
- Met departmental levels for phone productivity, applicant contact goals, enrollment targets, withdrawal rates, call quality, customer satisfaction, customer loyalty, attendance, and schedule adherence.
Personnel Admissions Liaison
K12 (Randstad Management Services)
07.2014 - 09.2014
- Received inbound calls and made outbound calls to families throughout the enrollment process
- Utilized interpersonal and product knowledge skills with students and their parents or other responsible adults
- Responsible for achieving Quality Assurance, client satisfaction, student retention, and enrollment targets
- Maintained strong computer skills to effectively operate company systems and programs (Salesforce)
- Resolved and trouble-shoots client service situations
- Team player that can adapt to change easily in a fast-paced environment
- Met departmental levels for phone productivity, applicant contact goals, enrollment targets, withdrawal rates, call quality, customer satisfaction, customer loyalty, attendance, and schedule adherence.
Cashier
BJ's Wholesale Club
10.2013 - 07.2014
- Operated a cash register for cash, check, and credit card transactions with [90]% accuracy
- Verified that all customers received receipts for their purchases
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
- Alert customers to upcoming sales events and promotions
- Keep a clean work environment i.e.; register and surrounding area
- Returned items that were left unwanted by the customers at the register.
Sales Associate
Hallmark Creations
11.2011 - 01.2014
- Operated a cash register for cash, check, and credit card transactions with [90]% accuracy
- Stock and replenished merchandise according to store merchandising layouts
- Clean and organized the store, including the checkout desk and displays
- Alerted customers to upcoming sales events and promotions
- Identified potential shoplifters and alerted management
- Trained [2] new sales associates each quarter
- Welcomed customers into the store and helped them locate items
- Verify that all customers received receipts for their purchases
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
- Answered customer telephone calls promptly and in an appropriate manner.
Front Desk Sales Associate/Receptionist
Massage Envy
02.2013 - 05.2013
- Answering incoming customer calls
- Data Entry
- Performing all tasks assigned
- Maintaining proper customer/member data and have to keep updating it
- Maintain a healthy and professional atmosphere near the workstation
- Take care of appointments/cancellations
- Additional responsibilities of fee collection
- Promptly and professional answers the phone
- Maintain client files
- Make appointment reminder calls daily
- Effectively and efficiently book appointments
- Greets guests and members as they enter the clinic
- Efficiently and effectively checks members in and out for appointments
- Presents Wellness Program to all prospects: conducts pre-chat, communicates with therapists, conducts wellness presentation customized to client's needs.
Education
High School Diploma -
Largo High School
05.2012
Associate in Business Administration -
Strayer University
03.2021
Skills
- Data Entry
- Microsoft Office
- Customer Service
- Case Management
- Salesforce
- Fair housing policies
- Telephone and email etiquette
- Tenant relations
- Multi-family property management
Certification
Driver's License
Timeline
Leasing Professional
Jefferson Apartment Group
12.2023 - Current
Customer Service Representative
Westat
10.2022 - 12.2023
Rural Carrier Associate (RCA)
United States Postal Service
04.2022 - 09.2022
Rural Carrier Associate (RCA)
United States Postal Service
10.2021 - 01.2022
Patient Access Specialist
Kelly Services
06.2020 - 11.2020
Customer Service Representative
Sport Squad
10.2019 - 04.2020
Program Specialist
Covance
11.2018 - 07.2019
Private Pay Enrollment Coordinator
K12
01.2016 - 06.2018
Private Pay Enrollment Support Specialist
K12 (Randstad Management Services)
07.2015 - 01.2016
Pre-Enrollment Consultant
K12 (Randstad Management Services)
04.2015 - 07.2015
Personnel Admissions Liaison
K12 (Randstad Management Services)
07.2014 - 09.2014
Cashier
BJ's Wholesale Club
10.2013 - 07.2014
Front Desk Sales Associate/Receptionist
Massage Envy
02.2013 - 05.2013
Sales Associate
Hallmark Creations
11.2011 - 01.2014
High School Diploma -
Largo High School
Associate in Business Administration -
Strayer University
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