Shavona Greene
Fayetteville,NC
Summary
Highly efficient Application Processor with a proven track record of high productivity in data entry and document verification. Demonstrates exceptional customer service skills, ensuring thoroughness and accuracy in application processing. Strong time management, communication, and problem-solving abilities enhance operational workflow and drive client satisfaction. Career goal focuses on leveraging expertise to contribute to organizational success and improve service delivery.
Overview
25
25
years of professional experience
Work History
EPRR Rental Assistance Application Processor
Staffing Solutions Organization
Albany, OR
07.2022 - Current
- Demonstrate task management skills to ensure deliverables and expectations are met daily.
- Assists in developing and enhancing PPL’s operational and/or technical capacity to deliver financial services processing payments to meet outcomes.
- Responsible for successful service delivery, outcomes, and related service level agreements in line with client and contract expectations.
- Perform quality checks on all applications prior to submitting payment. Additional quality assurance tasks as program requires.
- Performs customer service, case management and follow-up on referrals.
- Ensures timely and accurate fulfillment of contractual obligations and internal SLAs.
- Influences and impacts in building support for ideas, proposals, projects, and solutions.
- Integrates their capabilities in quality management, project management, and customer satisfaction.
- Performs case management tasks as program requires.
- Follows policies and procedures as outlined in program guidance.
- Communicates via phone and email with applicants and landlords to obtain outstanding documentation to continue processing pending applications.
- Examines and evaluates assistance requests across multiple platforms to prevent duplicative funding.
- Reviews and analyzes legal eviction documentation to ensure accuracy in assistance requests and payments.
- Observes applicant/file confidentiality etiquette.
- Use applicable policies and procedures to review Web applications to determine eligibility, make appropriate assistance recommendations, and finalize applications for Quality Control review in a timely manner.
- Advises both Tenants, Landlords and Community Partners of program regulations, administrative policies, and procedures when required.
- Participation in team meetings as required to discuss best practices and recommendations for improving workflow.
- Collaborate with the internal Account Management team, stakeholders, supervisors, clients and co-workers to perform and achieve the department’s goals.
- Performs other job-related duties as assigned
ERA Rental Assistance Application Processor
Staffing Solutions Organization
Albany, NY
11.2021 - 07.2022
- Demonstrate task management skills to ensure deliverables and expectations are met daily.
- Perform quality checks on all applications prior to submitting payment. Additional quality assurance tasks as program requires.
- Performs customer service, case management and follow-up on referrals.
- Ensures timely and accurate fulfillment of contractual obligations and internal SLAs.
- Integrates their capabilities in quality management, project management, and customer satisfaction.
- Performs case management tasks as program requires.
- Follows policies and procedures as outlined in program guidance.
- Communicates via phone and email with applicants and landlords to obtain outstanding documentation to continue processing pending applications.
- Examines and evaluates assistance requests across multiple platforms to prevent duplicative funding.
- Reviews and analyzes legal eviction documentation to ensure accuracy in assistance requests and payments.
- Observes applicant/file confidentiality etiquette.
- Use applicable policies and procedures to review Web applications to determine eligibility, make appropriate assistance recommendations, and finalize applications for Quality Control review in a timely manner.
- Advises both Tenants, Landlords and Community Partners of program regulations, administrative policies, and procedures when required.
- Participation in team meetings as required to discuss best practices and recommendations for improving workflow.
- Collaborate with the internal Account Management team, stakeholders, supervisors, clients and co-workers to perform and achieve the department’s goals.
- Performs other job-related duties as assigned
Third Party Account Receivable Specialist
LabCorp of America
McLeansville, NC
09.2015 - 11.2018
- Utilize research and data analysis skills to determine corrective actions
- Interact with internal customers to resolve outstanding issues
- Maintain a minimum standard of posting transactions and quality rate
Customer Service Team Lead
NCO Customer Service
Greensboro, NY
08.1999 - 06.2012
- Answered very high volume of incoming calls
- Performed clerical duties such as, filing, faxing and copying
- Explained company’s policy and procedures to customers and employees
- Handled escalated calls and situations
- Supervised a team of 20+ people
- Monitored agents for quality assurance
- Maintained Average Handle Time and Quality expectations
- Resolved customer’s inquiries and service problems
- Provided regular performance feedback and coaching to team members.
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Motivated teams by recognizing and rewarding excellence.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Education
Associate Degree - Applied Science: Medical Office Administration
Guilford Technical Community College
Greensboro, NC07.2015
Skills
- Software knowledge
- Compliance management
- Innovation skills
- Reporting and documentation
- Microsoft Excel
- Active listening
- Time management abilities
- Professional and mature
- Microsoft office
- Effective communication
- Adaptability and flexibility
- Records management
Timeline
EPRR Rental Assistance Application Processor
Staffing Solutions Organization
07.2022 - Current
ERA Rental Assistance Application Processor
Staffing Solutions Organization
11.2021 - 07.2022
Third Party Account Receivable Specialist
LabCorp of America
09.2015 - 11.2018
Customer Service Team Lead
NCO Customer Service
08.1999 - 06.2012
Associate Degree - Applied Science: Medical Office Administration
Guilford Technical Community College
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