Shawna Charles
Houston,TX
Summary
Proven leader in logistics and property management, excelling in organizational skills and customer resolutions. Enhanced traceability and tenant relations, showcasing exceptional problem-solving and active listening abilities. Expert in Microsoft 365 and adept at driving efficiency in fast-paced environments. Achieved significant improvements in supply chain accuracy and tenant satisfaction. Productive call center representative with several years of experience building rapport with clients and gifted in answering a large volume of customer calls,providing quality support.
Overview
4
4
years of professional experience
Work History
Unit Supply Specialist
United States Army Reserve
Houston, TX
09.2023 - Current
- Performed daily inventory of all assigned supplies, equipment and materials to ensure accuracy.
- Assisted in monitoring supply levels for multiple units within the organization.
- Reviewed requisition forms for accuracy and completeness prior to ordering items.
- Maintained records of supply transactions including requisitions, receipts, issues and returns.
- Managed the distribution of supplies throughout the unit as needed.
Occupancy Specialist
McCormack Baron Management
Frederiksted, VI
08.2021 - 07.2023
- Strengthened traceability by developing organizational filing systems for confidential customer records, leases, and monthly leadership reports.
- Managed day-to-day activities involving tenants, subcontractors, and property management.
- Answered calls and responded to inquiries from various parties, using strong, active listening and open-ended questioning skills to resolve problems.
- Inspected grounds, facilities, and equipment to determine repair and maintenance needs.
- Collected and maintained careful records of rental payments.
- Oversaw daily operations, maintenance, and administration of various properties.
- Inspected properties, took pictures, and developed engaging listings to promote sale and rental units.
- Worked with Urban Strategies Inc. to identify, develop and achieve community goals and objectives.
- Collected monthly assessments, rental fees, deposits and payments.
- Developed strong, professional relationships with residents by delivering exemplary service and engagement.
- Handled resident complaints, and expedited maintenance requests.
- Kept records of correspondence with residents and tenants.
- Completed lease applications and verifications, notifying prospects of results.
- Coordinated with maintenance and contractors to promote timely turnovers after move-outs.
- Issued non-payment notices to delinquent tenants in accordance with lease, county, and state regulations.
Customer Resolution Specialist
Ocwen Financial Services LLC
Frederiksted, VI
12.2020 - 08.2021
- Attempt to contact, via telephone, customers who are delinquent with their mortgage loan payments
- Answer incoming calls from customers who are delinquent with their mortgage loan payments
- Probe customers to determine why they are delinquent with their mortgage loan payments and determine how we can best assist them with resolving the delinquency through completion of a financial interview in Back in the Black.
- Research and resolve issues that impact the mortgage loan due date and creating a delinquent situation
- Document repayment agreements in mortgage systems
- Ensure loss mitigation request for assistance packages are sent to, completed, and returned by homeowners in a timely manner
- Communicate with authorized third parties as required
- Interviewed family members to assess situations, capabilities and problems.
- Processed payments over phone and set up recurring drafts.
Education
Bachelor of Science - Business Administration
Western Governors University
Salt Lake City, UT08-2026
Military Training -
Army Quartermaster Center And School
Fort Lee, VA03-2024
Certified Medical Assistant - Medical Assisting
Medcerts
Livonia, Michigan02.2023
Certified Phlebotomy Technician - Medical/Healthcare
National Healthcareer Association
03.2022
Basic Life Support - CPR Certified
American Heart Association
11.2021
High School Diploma -
St. Croix Educational Complex High School
KIngshill06.2018
Skills
- Customer Service/Resolutions
- Administrative assisting
- Medical Assistant
- Mail Order Pharmacy
- Multi-tasker
- Leasing
- Fair housing mandates
- Property management
- Sales and marketing
- Problem solver
- Active listener
- Conflict resolution
- Planning
- Data management
- Leadership
- Reliable
- Organizational skills
- Call Center Operations
- Decision making
- Microsoft 365
- Human Resources
- Analytical Thinking
- Logistics Operations
Timeline
Unit Supply Specialist
United States Army Reserve
09.2023 - Current
Occupancy Specialist
McCormack Baron Management
08.2021 - 07.2023
Customer Resolution Specialist
Ocwen Financial Services LLC
12.2020 - 08.2021
Bachelor of Science - Business Administration
Western Governors University
Military Training -
Army Quartermaster Center And School
Certified Medical Assistant - Medical Assisting
Medcerts
Certified Phlebotomy Technician - Medical/Healthcare
National Healthcareer Association
Basic Life Support - CPR Certified
American Heart Association
High School Diploma -
St. Croix Educational Complex High School
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