Shunda Futrell
Milwaukee,WI
Summary
Compassionate professional with expertise in customer service, credit consulting, leasing, and healthcare support. Proven ability to enhance customer experiences and foster team collaboration while remaining composed in high-pressure environments. Committed to building trust and delivering reliable, high-quality solutions.
Overview
20
20
years of professional experience
Work History
Leasing Agent
Smart Asset Realty
Milwaukee, WI
02.2021 - 08.2026
- • Established rapport with prospective tenants through clear, timely communication to enhance engagement and interest.
- • Processed tour scheduling applications, tenant screening, and move-in coordination to facilitate smooth tenant transitions.
- • Responded to tenant questions with patience, professionalism, and attention to detail.
- • Contributed to occupancy goals and managed daily property operations to maintain high standards of service.
Customer Credit Consultant
Kohls
Menomonee Falls, Wisconsin
09.2023 - 07.2026
- · Guided customers through credit applications, account inquiries, and payment options to ensure informed decisions.
- · Offered clear guidance on billing issues and payment plans to enhance customer understanding and resolve concerns.
- · Fostered high customer satisfaction through empathetic communication and active listening to address needs effectively.
- ·
EBO Onsite Specialist
State Collection Service Healthcare Receivables
Menomonee Falls, WI
04.2017 - 07.2019
- · Provided empathetic support for complex financial situations.
- · Assisted patients with billing questions and payment arrangements.
- · Ensured compliance with state and federal guidelines.
- · Resolved account discrepancies through team collaboration.
Income Maintenance Specialist 2
State of Wisconsin DHS Benefits Eligibility
Milwaukee, WI
04.2012 - 07.2016
- · Processed applications for FoodShare, Medicaid, and child care benefits, ensuring compliance with regulations.
- · Conducted interviews and verified documentation to accurately assess eligibility for benefits.
- · Supported diverse populations through clear communication and patient assistance during application processes.
- · Managed large caseloads with accuracy and compliance.
Customer Service Representative
Time Warner Cable Telecommunications
Milwaukee, WI
02.2007 - 03.2009
- · Assisted customers with service issues, billing, and troubleshooting.
- · Enhanced customer satisfaction through clear, friendly communication, resulting in positive feedback.
- · Collaborated with technical teams to resolve escalated issues, ensuring timely solutions for customers.
- · Achieved and maintained strong performance metrics, contributing to overall success of the high-volume call center.
Education
Diploma -
John Marshall High School
Milwaukee, WI06-2001
Some College (No Degree) - Social Work
UW-Milwaukee
Milwaukee, WISkills
- Leasing and tenant relations
- Rent collection
- Occupancy management
- Tenant onboarding
- Documentation compliance
- Credit and billing assistance
- Customer relationship management
- Customer service
- Property maintenance
- Conflict resolution
- Problem solving
- Team collaboration
Personal Information
Title: Customer Support Expert
Timeline
Customer Credit Consultant
Kohls
09.2023 - 07.2026
Leasing Agent
Smart Asset Realty
02.2021 - 08.2026
EBO Onsite Specialist
State Collection Service Healthcare Receivables
04.2017 - 07.2019
Income Maintenance Specialist 2
State of Wisconsin DHS Benefits Eligibility
04.2012 - 07.2016
Customer Service Representative
Time Warner Cable Telecommunications
02.2007 - 03.2009
Diploma -
John Marshall High School
Some College (No Degree) - Social Work
UW-Milwaukee