Shavona Greene
Customer Service
Fayetteville,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in service and medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
3
3
Certifications
Work History
Rental Application Processor
Staffing Solutions
Remote
11.2021 - Current
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered applications and followed up with appropriate personnel for missing information on incomplete grant packages.
- Checked grant applications and supporting documentation for completeness and accuracy.
- Outlined appropriate processes and procedures to fulfill and complete inquiries.
- Added documents to file records and created new records to support filing needs.
- Responded to applicant's requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to website and email inquiries within 2 business days to maintain customer satisfaction and generate positive reviews.
Assistant Property Manager
W.W.Greene
Fayetteville, NC
11.2018 - Current
- Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
Home Health Care Provider
W.W. Greene
Fayetteville, NC
11.2018 - 11.2021
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Followed nutritional plans to prepare optimal meals.
- Provided assistance to clients by handling household cleaning duties, managing schedules and transporting to and from medical appointments.
- Acted as resource for field staff, referral sources, physicians, patients and families for clinical issues and concerns.
Accounts Receivable Specialist
Lab Corp Of America
McLeansville, NC
09.2015 - 11.2018
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Researched and resolved customer claims related to shortages, discount violations and returns.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Made outbound calls to vendors and customers to discuss and resolve account needs.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Processed bill reminders and consulted with third-party collection agency to resolve past-due customer accounts.
Medical Receptionist
ABC Pediatrics
Greensboro, NC
01.2015 - 06.2015
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic and health history to keep information current.
- Managed multi-line phone system and pleasantly greeted patients.
- Helped patients complete necessary medical forms and documentation.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Organized paperwork such as charts and reports for office and patient needs.
Customer Service Supervisor
NCO Group
Greensboro, NC
08.2003 - 05.2015
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Handled escalated customer service calls
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Customer Service Representative
NCO Group
Greensboro, NC
08.1999 - 08.2003
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided back up for customer service managers.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Managed over 50 customer calls per day.
Education
Associate of Science - Medical Office Administration
Guilford Technical Community College
Jamestown, NCSkills
Property Managementundefined
Accomplishments
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Supervised team of 20+ staff members.
Certification
Microsoft Word Specialist 2013
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
Rental Application Processor
Staffing Solutions
11.2021 - Current
Assistant Property Manager
W.W.Greene
11.2018 - Current
Home Health Care Provider
W.W. Greene
11.2018 - 11.2021
Accounts Receivable Specialist
Lab Corp Of America
09.2015 - 11.2018
Medical Receptionist
ABC Pediatrics
01.2015 - 06.2015
Customer Service Supervisor
NCO Group
08.2003 - 05.2015
Customer Service Representative
NCO Group
08.1999 - 08.2003
Associate of Science - Medical Office Administration
Guilford Technical Community College
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