Shareya Heard
South Euclid,OH
Summary
Adaptable, collaborative, and results-oriented leader with 5+ years of experience and a demonstrated history of optimizing organizational efficiency and driving performance improvements. Exceptional skills in leveraging adaptability and independence, vital for thriving in a remote work environment. Proficient in streamlining processes, implementing best practices, and fostering a culture of continuous improvement to achieve operational excellence. Adept at providing leadership to teams to enhance productivity congruent with the organization’s strategic goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Team Lead
Farmers Insurance
01.2023 - Current
- Fortified customer relationships through insightful discovery questioning to identify their insurance needs across health, life, auto, and PUP coverage areas
- Gathered essential customer data to construct profiles including identifying information, financial status, educational background, and other pertinent details to ensure information accessibility
- Leveraged extensive product knowledge to devise personalized insurance offerings that align with each customer's profile and requirements to ensure optimal coverage and satisfaction
- Expertly navigated underwriting systems to generate accurate quotes; Explained the terms, conditions, and expiry dates of proposed insurance options to clients to ensure transparency
- Efficiently managed policy-binding processes and engaged underwriting teams to secure timely approvals
- Upheld information privacy and retention protocols while maintaining records and customer profiles to ensure compliance with data protection regulations
- Provided administrative support by addressing inquiries, resolving discrepancies, and performing account maintenance tasks to optimize and streamline insurance operations
Customer Service Representative
Life Line Screening
01.2016 - 01.2017
- Handled high-volume inbound calls within a fast-paced call center environment; Delivered exceptional service promptly and proficiently by collecting necessary information, offering appropriate referrals, and ensuring empathetic responses to customer inquiries
- Maintained adherence to confidentiality protocols and HIPAA regulations to safeguard clients' privacy
- Managed multiple calendars in real time by expertly coordinating appointments to preempt scheduling conflicts and maximize operational efficiency
- Evaluated individual financial circumstances to determine suitable payment plans and fees; Established feasible payment arrangements for clients as aligned with organizational policy and procedure
- Documented call summaries and dispatched outbound correspondences as needed; Liaised between clients and service providers to disseminate essential work status updates and pertinent information
- Executed operational procedures including record management, timely updating of patient charts, and efficient document processing to continually meet high service delivery standards
Assistant Property Manager
Southgate Towers
01.2014 - 01.2016
- Assisted in the oversight of day-to-day property operations, including tenant relations, maintenance coordination, and leasing activities to ensure effective property functioning
- Managed tenant communication and employed conflict resolution strategies to address inquiries, concerns, and requests in a timely and professional manner
- Supported property financial management by assisting in rent collection, invoice processing, and budget tracking to optimize the overall financial health and profitability of the property
- Catalyzed the development and implementation of property marketing strategies, including digital advertising, property showings, and resident retention initiatives, resulting in increased occupancy rates and revenue growth
Leasing Agent
Gateway Senior Community
01.2010 - 01.2014
- Provided education and white glove service to prospective tenants on leasing policies, property amenities, and nearby attractions to enhance customer satisfaction
- Onboarded tenants by efficiently managing guest registration, processing rental applications, and executing lease agreements; Managed residential unit assignments and move-in documentation adjustments
- Solicited feedback from tenants throughout the rental process to continuously improve leasing procedures and ensure a positive experience for future residents
Education
Bachelor of Science - Business Administration
Cleveland State University
Skills
- Microsoft Office Suite
- Property Management Software
- Dual Monitors
Certification
Ohio, Notary Public
Timeline
Team Lead
Farmers Insurance
01.2023 - Current
Customer Service Representative
Life Line Screening
01.2016 - 01.2017
Assistant Property Manager
Southgate Towers
01.2014 - 01.2016
Leasing Agent
Gateway Senior Community
01.2010 - 01.2014
Bachelor of Science - Business Administration
Cleveland State University
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