Customer Service, Auto Claims, Call Center, Housing Specialist
Resume:
SHATON BROWN
**** *. ***** ****** #* * Chicago, Illinois 60643
abjiv9@r.postjobfree.com
SUMMARY OF QUALIFICATIONS
The ability to support the mission and values of a company while providing excellent customer service. Demonstrates
initiative, leadership, good judgment, strong work ethic and organizational skills. Able to work in fast paced
environments, meet deadlines and prioritize work. Proficient with MS word, Excel, SharePoint, Salesforce and
Outlook. Willing and able to learn desired position, company computer systems and other technologies.
PROFESSIONAL HISTORY
4/2014 - Present Nan McKay & Assocs. - Housing Specialist, Chicago Housing Authority Contractor
Conduct annual, bi annual and interim re certifications for participants in the Project Rental Assistance Program;
determine tenant rent calculations; process all transactions within Chicago Housing Authority systems including Yardi;
provide excellent customer service to participants, clients and vendors; manage case load of 50+ items monthly;
6/2007 - 4/2014 Ocius, LLC - Convergent Billing Representative
Generate monthly utility reports for property owners and their managers. Perform quality control and audits on utility
charges for assigned clients. Provide quality customer service to property managers and residents. Assist with other
duties and assignments as needed as well as trained staff as directed.
6/2005 – 6/2007 Crowne Plaza Chicago Metro Hotel – Manager/Night Auditor
Kept the front office and staff operating efficiently during the overnight shift. Trained staff and supervised other
departments such as Valet attendants, Housekeeping and PBX operators. Handled and resolved guest complaints.
Insured the proper procedures were followed for guest injuries, system failures, fire alarms and other emergencies as
they occurred. Prepared the hotel’s new business day. Handled late night/early morning check ins and check outs.
Provided exceptional service to guests while making reservations and guest transactions.
2/2001 – 6/2002 ABN Amro North America – Customer Service Agent
Delivered quality customer service and provided customers with account information regarding financial, consumer
loan products and services via the telephone in a call center environment. Identified customer needs to refer to bankers
for cross sell opportunities.
4/1995 – 12/2000 State Farm Insurance – Claim Representative
Investigated and evaluated the facts of a claim, extent of damages and possible subrogation potential. Negotiated and
settled claims within authority limits. Interpreted the auto insurance policy to fulfill contractual obligations to
policyholders. Complied with standards for timeliness of contact, follow-up or payments to the policyholder,
claimants, medical providers, repair shops and attorneys to settle auto claims.
EDUCATION
2014 Housing Choice Voucher Specialist Certification - Nan McKay & Assocs.
1995 Paralegal Certificate - Roosevelt University
1992 B.S. Economics - Chicago State University
References available upon request ** Member of LinkedIn
PROFESSIONAL REFERENCES
Brenda King
State Farm Insurance
abjiv9@r.postjobfree.com
Lawauna Green
Nan McKay & Associates
abjiv9@r.postjobfree.com
James Cowie
Ocius, LLC
Shaunta Taybron-Spiff
Ocius, LLC. Coworker
John Meskill
Nan McKay & Associates
abjiv9@r.postjobfree.com
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