Shyla Ivey
Buckeye,AZ
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
Maricopa County Housing Authority
Surprise, AZ
05.2024 - Current
- As a Customer Service Specialist, I am responsible for pulling applicants from the waitlist and interviewing them to determine their eligibility for housing. I complete all necessary eligibility paperwork and approve applications for housing. In addition, I address tenant complaints and mediate issues, while ensuring that notices are sent to both applicants and residents when needed. I collect payments for rent and fees, and specialize in managing low-income subsidized housing programs, ensuring compliance with all applicable housing regulations. I also complete annual recertifications for tenants, verifying income and household composition. Additionally, I send out balance due notices monthly and post late payments. I process purchase orders using Yardi software, conduct routine property inspections, and handle rent collections, ensuring that all financial transactions are properly documented and accounted for.
Leasing Consultant
Westcorp Management
Henderson, NV
11.2023 - 05.2024
- As a Leasing Consultant, I was responsible for scheduling and conducting property tours for prospective residents, providing them with detailed information about available units and community amenities. I manage resident rent payments, ensuring timely and accurate processing, and handle all related documentation, including lease renewals and new applications. I utilize property management systems such as Knock and OneSite to maintain accurate records, track leases, and facilitate the application process. I am also involved in assisting potential tenants with August 2022-September 2023 January 2019-July 2022 January 2016-August 2017 the move-in process and addressing any inquiries or concerns they may have, ensuring a smooth and positive leasing experience.
Leasing Consultant
Cushman & Wakefield
Las Vegas, NV
08.2022 - 09.2023
- As a Leasing Consultant, my responsibilities included scheduling and conducting tours for potential residents, providing detailed information about available units and the community amenities. I manage resident rent, ensuring timely and accurate payment processing, and handle related paperwork, such as lease renewals and new applications. I utilize OneSite system to maintain accurate records, track leads, and optimize pricing strategies. Additionally, I assist prospective residents with the application process and ensure a smooth transition for new tenants, all while delivering exceptional customer service and fostering positive relationships within the community.
Remote-Roadside Assistance Customer Service
Agero
Phoenix, AZ
11.2021 - 09.2022
- As a Remote Roadside Assistance Customer Service Representative, I was responsible for providing exceptional service to customers stranded on the side of the road. Contracted with various insurance companies, I handled inbound calls from drivers in distress, offering support and guidance during roadside emergencies. My role involved coordinating assistance services such as towing, fuel delivery, tire changes, and lockout assistance through a network of service providers, while ensuring timely responses. I communicated effectively with customers to assess their needs, gathered necessary information, and dispatched appropriate services. Additionally, I maintained accurate records of service requests and customer interactions, provided empathetic support, and managed time-sensitive situations by prioritizing requests based on urgency and location. This role required strong problem-solving abilities, excellent communication skills, and the capacity to remain calm under pressure to deliver the best possible customer experience in challenging situations.
Eligibility Interviewer
Department of Economic Security
Peoria, AZ
01.2019 - 07.2022
- As an Eligibility Worker, I was responsible for determining eligibility for medical, cash assistance, and nutrition programs by collecting and reviewing client information. I conduct daily client interviews to gather necessary data, assess eligibility, and provide program guidance. My role involves extensive clerical work, including data entry, maintaining accurate records, and ensuring all documentation is up to date. I use various systems to process applications, verify information, and track case statuses, ensuring compliance with program requirements and policies. Additionally, I assist clients with questions, provide updates on their case status, and ensure timely processing of all applications. After two years working in the office, I was transferred to a remote work setting.
Customer Service Representative
CVS Health
05.2018 - 01.2019
- As a CVS Health Call Center Representative, I was responsible for refilling prescriptions for current patients. This involved contacting doctor offices to obtain confirmation of prescriptions and working closely with pharmacists to ensure timely and accurate prescription refills. I efficiently navigated multiple systems in a high-volume call center environment, ensuring that all patient needs were met promptly and accurately while maintaining a high level of customer service.
Education
Some College (No Degree) - Paralegal Studies
University of Phoenix
Tempe, AZSkills
- Eligibility assessment
- Yardi software
- Record management
- Customer service
- Conflict resolution
- Housing compliance
- Document management
- Data entry
- Problem solving
- Application processing
- Call centers
- CRM software
- Telephone etiquette
- Excellent written and oral communication
Timeline
Customer Service Specialist
Maricopa County Housing Authority
05.2024 - Current
Leasing Consultant
Westcorp Management
11.2023 - 05.2024
Leasing Consultant
Cushman & Wakefield
08.2022 - 09.2023
Remote-Roadside Assistance Customer Service
Agero
11.2021 - 09.2022
Eligibility Interviewer
Department of Economic Security
01.2019 - 07.2022
Customer Service Representative
CVS Health
05.2018 - 01.2019
Some College (No Degree) - Paralegal Studies
University of Phoenix
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