Shaquana Boyd
Virginia Beach,VA
Summary
Goal-oriented Customer Service Manager with 10 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding goals. Skilled in communication and collaboration for best-in-class service. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
17
17
years of professional experience
10
10
years of post-secondary education
Work History
Customer Service Manager
ODU Rent
Norfolk, VA
01.2017 - 08.2021
- 405 Residential & Multifamily Properties
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Created and reviewed invoices to confirm accuracy.
- Generated customer satisfaction surveys to analyze results into action plans.
- Communicates job expectations to other employees
- Plans, monitors, appraises, and reviews job contributions of others
- Enforces company policies and procedures
- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews
- Implements production, productivity, quality, and customer-service standards
- Identifies customer service trends and determines system improvements
- Meets customer service financial objectives by forecasting requirements
- Prepares annual budgets
- Schedules expenditures
- Determines customer service requirements by maintaining contact with customers and visiting operational environments
- Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
- Maximizes customer operational performance by providing help desk resources and technical advice
- Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations
- Followed through with client requests to resolve problems.
- Created and reviewed invoices to confirm accuracy.
- Generated customer satisfaction surveys to analyze results into action plans.
- Kept accurate records to document customer service actions and discussions.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Assistant Property Manager
ODU Rent
Norfolk, VA
01.2016 - 01.2017
- 405 Residential &
- Multifamily Properties Manage and oversee operations, maintenance, administration, and improvement of residential properties
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Compiled maintenance and repair requests for submission to Operations department and reached out to local contractors for bid proposals.
- Responsible for outlining a comprehensive sales training program for all sales staff to follow Prioritize performance issues to make certain that the issues most directly affecting profitability are addressed first Immediately address any lapses in compliance Plan, schedule, and coordinate general maintenance, major repairs, and remodeling or construction projects for residential properties
- Inspect grounds, facilities, and equipment routinely to determine necessity of repairs or maintenance
- Act as liaisons between on-site staff, residents and owners
- Direct and coordinate the activities of staff and contract personnel and evaluate their performance
- Investigate complaints, disturbances and violations and resolve problems following management rules and regulations
- Continually perform data entry into the accounting system as needed to maintain integrity of financial reports and smooth processing of receivables, payables and account reconciliations
- Maintain records of sales, rental or usage activity, special permits issued, maintenance and operating costs, or property availability
- Prepare detailed budgets and financial reports for properties
- Ensure that A/P invoices are submitted for payment, handle petty cash and all funds
- Direct collection of monthly rental fees
- Monitor the P&L reports and develop effective ways to fill in any gaps between actual performance and company projections Review rents to ensure that they are in line with rental markets.
Citations Processor
Avis Budget Group
, US
01.2014 - 01.2016
- Research incoming parking tickets, photo enforced violations, and toll violation notices to determine if an Avis/Budget/Zipcar/Payless customer is liable
- Scan and index notices to the appropriate vendor
- Review and respond to violations identified in third party vendor processing queues Run various macros and complete reports as needed
- Maintain various spreadsheets for tracking and reporting purposes.
- Entered data into computer tracking system and filed paperwork according to procedures.
- Received and reviewed incoming documents and materials.
Administrative Assistant
Sentara Healthcare
Virginia Beach, VA
01.2011 - 01.2014
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Executed record filing system to improve document organization and management.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed relational database to store information for reference, reporting and analysis.
Mary Agnes Home Care, Mary Agnes Home Care
Newport News, VA
01.2005 - 01.2011
- Coordinated medical schedules, and prepared agendas
- Proven ability to handle personal patient information according to HIPAA regulations
- Demonstrated ability to maintain patient's file and record
- Working knowledge of medical terminology in addition to knowledge of the workings of health care practices
- Administrative duties (e.g., answer multi-line phones, maintain medical records, patient processing, admit and discharge patients, billing and bookkeeping, faxing and scanning, triage calls between patients and caregivers) Communicated effectively with multiple departments to plan meetings Established strong relationships to gain support and effectively achieve results
- Entrusted to manage office in the supervisor's absence
- Provided timely, courteous and knowledgeable response to information requests; screened and transferred calls
- Performed general clerical/accounting duties to include, but not limited to, bookkeeping, A/R, A/P, payroll processing, copying, faxing, mailing and filing.
Education
Bachelor of Science - Accounting and Management
Old Dominion University
09.2004 - 01.2015
Skills
CORRESPONDENCEAccount ReconciliationGeneral Ledger AccountingAccounts Payable
Personnel training and development
Customer Relationship Management Software (CRM)
Inter-department collaboration
Budgeting and reporting
MS Office expert
Team Building
Complaint resolution
Process improvement specialist
Staff Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Customer Service Manager
ODU Rent
01.2017 - 08.2021
Assistant Property Manager
ODU Rent
01.2016 - 01.2017
Citations Processor
Avis Budget Group
01.2014 - 01.2016
Administrative Assistant
Sentara Healthcare
01.2011 - 01.2014
Mary Agnes Home Care, Mary Agnes Home Care
01.2005 - 01.2011
Bachelor of Science - Accounting and Management
Old Dominion University
09.2004 - 01.2015