Shauna Ramon Gill
Atlanta,GA
Summary
Experienced analytical problem-solver with a talent for team building and customer relations.Skilled at resolving issues and ensuring resident satisfaction through meticulous attention to detail and multitasking abilities. Customer service-oriented with excellent communication, listening, and problem-solving skills. Enhances customer experiences by understanding their needs and providing customized solutions. Proficient in independent decision-making and dedicated to performance enhancement. Skilled in Customer Service bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Overview
6
6
years of professional experience
Work History
Complaint Servicing Specialist Officer
Bank of America
04.2024 - Current
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Oversees client interactions to gather information needed to support the solutions that resolve concerns expressed by clients.
- Implements highly complex solutions in support to resolve issues and manage risk.
- Strong verbal and written communication skills to interact efficiently with clients via telecommunications and mail.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Delivered prompt service to prioritize customer needs.
- Identified and resolved discrepancies and errors in customer accounts.
Consumer & Small Business Collections Specialist
Bank of America
01.2022 - 04.2024
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Processed payments and applied to customer balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Counseled debtors on payment options and arranged installment agreements.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained high volume of calls and met demands of busy and productive group.
Leasing Professional
Advenir at Adams Farm
12.2020 - 01.2022
- Promoted property to businesses in local area through marketing collateral, phone calls and email messages
- Settled tenant conflicts using persuasive communication skills and expert knowledge of leasing agreements
- Prepared lease paperwork and obtained signatures and first payments from new residents
- Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues
- Implemented marketing initiatives, including online advertising to generate interest from individuals and businesses
- Received rent payments and tracked transactions in accounting software
- Coordinated maintenance and repair requests and contacted contractors for bid proposals
- Conducted background and credit checks on applicants.
- Toured property with prospective tenants and provided wealth of information in regards to its key features.
- Contacted and followed up with tenants on renewal notices
Medicare Sales Representative
United Healthcare Insurance
07.2020 - 12.2021
- Explained advantages, disadvantages and features of policies to promote sales of Medicare plans
- Contacted policyholders to explain policies, analyze insurance options and suggest changes and additions to policies
- Utilized Entrata to complete and submit sales activity reports and plans
- Implemented and designed effective marketing strategies to adjust and sell insurance contracts.
Sales and Leasing Consultant
Modern Toyota
01.2019 - 07.2020
- Prospected for new sales and leasing customers via telephone, email and direct mail
- Greeted and assisted customers entering showroom or sales lot to answer questions and show vehicles
- Closed deals by working with finance and insurance team to provide customers with smooth, comprehensive service.
Education
High School Diploma -
Sacramento Charter High School
Sacramento, CA05.2015
No Degree - Public Health
UC Merced
Merced, CASkills
- Record keeping
- Teamwork and Collaboration
- Problem Resolution
- Time management proficiency
- Industry Expertise
- Data Collection
- Customer Communication
- Verbal Communication
- Corporate policies and procedures
- Fair housing mandates
- Sales and marketing
Backgroundchecks
- Issue escalation
- Property amenities
- Application processing
- Sales and marketing aptitude
- Event planning
Timeline
Complaint Servicing Specialist Officer
Bank of America
04.2024 - Current
Consumer & Small Business Collections Specialist
Bank of America
01.2022 - 04.2024
Leasing Professional
Advenir at Adams Farm
12.2020 - 01.2022
Medicare Sales Representative
United Healthcare Insurance
07.2020 - 12.2021
Sales and Leasing Consultant
Modern Toyota
01.2019 - 07.2020
High School Diploma -
Sacramento Charter High School
No Degree - Public Health
UC Merced
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