Shanice Howe
Summary
Outgoing professional with a background managing employees, issues and administrative tasks in fast-paced environments. A highly visible and friendly Assistant Community Manager promoting exemplary talents in customer service, policies and procedures' oversight and facility security measures.
Overview
10
10
years of professional experience
Work History
Assistant Community Manager
Jefferson Apartment Group
06.2024 - Current
- Conducted property tours for prospective residents, highlighting features and fostering relationships.
- Implemented feedback mechanisms to gather resident input, driving improvements in community services and amenities.
- Collaborated with maintenance team to ensure timely completion of service requests, contributing to overall resident satisfaction.
- Upheld high standards of customer service for current and prospective tenants, addressing concerns promptly with effective problem-solving skills.
- Collected rental payments from residents and kept meticulous records of delinquent accounts.
- Managed vendor relationships, negotiating contracts for services such as landscaping, pest control, and waste removal to maximize property appeal while staying within budget constraints.
- Enhanced tenant satisfaction by addressing concerns promptly and maintaining open lines of communication.
- Streamlined rent collection processes, resulting in improved on-time payments and reduced delinquencies.
- Collaborated with local businesses to arrange partnerships or discounts exclusive to community residents, enhancing their overall living experience.
- Maintained accurate records of resident interactions using property management software systems thus allowing easy access for future reference or action planning.
- Maintained knowledge on lease and renewal rates to advocate for appropriate changes.
Leasing Professional
Jefferson Apartment Group
12.2023 - 06.2024
- Provided personalized tours of properties, showcasing unit features and amenities tailored to each prospect's needs.
- Coordinated move-ins and move-outs efficiently, minimizing vacancy periods between residents.
- Assisted prospective residents in paperwork completion and other logistics to facilitate smooth move-in processes.
- Maintained detailed records of resident interactions, enabling effective communication across team members when addressing concerns and/or requests.
- Adhered efficient screening processes to select qualified applicants while minimizing risk of delinquency or eviction.
- Partnered with vendors regarding maintenance services and repairs, reducing overall property expenses.
- Effectively achieved leasing metrics, building positive rapport with Penzance ownerships.
- Partnered with the Community Manager and Maintenance team during move-out inspections to schedule maintenance and turn over services, as well as Revenue Recovery.
- Assisted Community Manager with move-in rental and delinquency collections.
- Delivered communication regarding late fees, 10-day notices to file as well as any other corresponding communications. 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.
- Managed vendor relationships, negotiating maintenance services for cost-effective solutions without compromising quality.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Collaborated with the maintenance team to resolve resident requests quickly, ensuring high satisfaction levels.
- Scheduled and oversaw maintenance, repair and installation activities.
- Increased staff productivity by implementing time-saving tools and strategies for routine maintenance tasks.
- Coordinated large-scale maintenance repairs, ensuring minimal disruption to tenants.
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Matched invoices to online billing system for proper documentation and to facilitate payment.
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.
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.
Education
High School Diploma -
Largo High School
05.2012
Skills
- Data Entry
- Microsoft Office
- Customer Service
- Case Management
- Salesforce
- Fair housing policies
- Telephone and email etiquette
- Tenant relations
- Multi-family property management
- Payment processing
- CRM software
- MS office suite
Timeline
Assistant Community Manager
Jefferson Apartment Group
06.2024 - Current
Leasing Professional
Jefferson Apartment Group
12.2023 - 06.2024
Customer Service Representative
Westat
10.2022 - 12.2023
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
High School Diploma -
Largo High School