Tenisha Stratton
BALTIMORE,MD
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
20
20
years of professional experience
Work History
Assistant Property Manager
Westover Companies
Middle River, MD
09.2023 - Current
- Developed and implemented strategies for providing excellent customer service experience.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Negotiated leases, rental agreements, and other contractual documents related to property management activities.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Identified areas of improvement in the customer service process and developed strategies to address them.
Customer Service Supervisor
American Management Staffing
Baltimore, MD
11.2022 - 09.2023
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Managed payroll for temporary, hourly and salaried employees.
Property Manager
Rebuild Metro
Baltimore, MD
02.2018 - 09.2022
- Answered inbound calls, chats and emails to facilitate customer service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Consulted with customers to resolve service and billing issues.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Stayed on top of changing internal policies, company offerings and promotions to effectively serve every customer.
- Developed and maintained strong working relationships with owners and customer to minimize hassle for both parties.
Customer Service Manager
Walmart
Halethorpe, MD
02.2014 - 05.2018
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Audited customer account information to identify issues and develop solutions.
- Evaluated and authenticated returns, exchanges and voids.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Evaluated employee job performance and motivated staff to improve productivity.
- Conducted research and reviewed findings to solve customer issues.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
Collections Specialist
Westminster Management Group
Halethorpe, MD
02.2014 - 02.2018
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Recorded information about customers' financial status and collections status efforts.
- Prepared documentation required for collection and repossession activities.
- Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
- Developed collection methods to achieve or exceed company financial goals.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Received payment and posted to appropriate customer accounts.
Assistant Property Manager
Harbor Group Management Company
Windsor Mill, MD
10.2004 - 11.2012
- ç
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Checked common areas regularly to keep neat, clean and free of debris.
- Collected monthly assessments, rental fees, deposits and payments.
- Updated tenant and unit information to keep current in housing database.
- Oversaw daily operations, maintenance and administration of various properties.
- Coordinated general maintenance and repairs to keep facilities operational and attractive.
- Handled security deposit refunds.
- Reviewed completed applications and assessed household information against file history and program regulations.
- Maintained thorough, accurate and compliant records for internal and regulatory audits.
- Checked rental eligibility by following company's verification process.
- Developed strong, professional relationships with residents by delivering exemplary service and engagement.
- Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends.
Education
Transportation - Advance Tractor Trailer Driving
All State Career School
Baltimore, MD07.2013
High School Diploma -
Paul Laurence Dunbar High School
Baltimore, MD06.2002
Skills
- Verbal and Written Communication
- Time Management
- Project Planning
- Employee Development
- Conflict Resolution Techniques
- Complex Problem Solving
- Teamwork and Collaboration
- Office knowledge/MS Office Proficiency
- Policy Enforcement
- Creative Problem Solving
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Document and Records Management
- Leading Team Meetings
Timeline
Assistant Property Manager
Westover Companies
09.2023 - Current
Customer Service Supervisor
American Management Staffing
11.2022 - 09.2023
Property Manager
Rebuild Metro
02.2018 - 09.2022
Customer Service Manager
Walmart
02.2014 - 05.2018
Collections Specialist
Westminster Management Group
02.2014 - 02.2018
Assistant Property Manager
Harbor Group Management Company
10.2004 - 11.2012
Transportation - Advance Tractor Trailer Driving
All State Career School
High School Diploma -
Paul Laurence Dunbar High School
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