Customer Service Real Estate

SHAUNA BROWN

** ********* ****** **** *** #**** ATLANTA GA 30319 ~ MOBILE 404-***-**** E-

MAIL ADDRESS: *********@***.***

EXPERIENCE HIGHLIGHTS

• Over 9 years of Real Estate Industry experience in client account management, real estate trusts, investment retirement accounts,

project management, administrative skills and customer service

• Over 10 years of Customer Relations Experience in the Communications and Real Estate Industries

QUALIFICATIONS SUMMARY

• Extremely flexible and capable of adapting to change

• Effective multi-tasking, detail orientation, resourcefulness and timeliness

• Possess strong administrative, organizational, customer service and communication skills

• Possess excellent internal and external customer relation skills.

• Possess project management skills

• Professional Skills include but not limited to: SEIBEL Database and ORACLE Financial Systems, Sales Force,

Image Right Document Systems and Software and Microsoft Office Suite

• Experience with compliance, FINRA, SEC and legal requirements

• Knowledge of Human Resources Employment laws and regulations

• Knowledge of Human Resources staffing and employment practices

• Knowledge of Employee Wage and hour laws

• Knowledge of Employee relation’s procedures and applicable law

• Ability to handle confidential information

PROFESSIONAL EXPERIENCE

WELLS REAL ESTATE FUNDS, NORCROSS GA

AUGUST 2003 – DECEMBER 2012

STRATEGIC PROJECT MANAGER

• Knowledge of Wells Real Estate Fund products and industry

• Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business

and other organizational objectives

• Responsible for monthly/quarterly reporting of Operations department

• Designed and executed an efficient Quality Assurance plan to promote operational efficiency within the department

• Responsible for developing and performing a Quality Control Audit of the Operations Department

• Increased the Operations Department overall quality of work by 10% in 2011

• Responsible for developing and maintaining the Operations Department policies and procedures handbook

• Managed compliance procedural changes that resulted in the Operations Department receiving a passing score on their SEC audit

• Responsible for creating training materials on new departmental policies and procedures

• Responsible for training the Operations Department personnel on new policies and procedures

• Maintain and develop professional relationships with 3rd party clients

• Provide internal audit and compliance support to the Operations Department

RESEARCH ANALYST

• Knowledge of Wells Real Estate Fund products and industry

• Aggressively research and resolve escalated issues to provide effective resolution

• Run and Review Daily quality reports to enhance overall accuracy of processing

• Assist with the REIT Quarterly Distribution for ALL Wells products

• Support the Year End Tax reporting process for 1099s and K1s

• Research and gather account material for court subpoenas as assigned by Compliance

• Maintain and develop professional relationships with 3rd party clients

• Manage research projects as assigned by the Research Supervisor

IRA INVESTMENT SPECIALIST

• Knowledge of Wells Real Estate Fund products and industry

• Maintained compliance with SEC/NASD regulations in serving as a liaison for REIT Sales

• Knowledge of IRA and IRS Rules and Regulations

• Review and process IRA Re-registrations and Transfers in kind

• Review and Approve REIT Liquidations for processing

• Manage miscellaneous projects as assigned by Retirement Services Manager

CLIENT RELATIONS ADMINISTRATOR

• Knowledge of Wells Real Estate Fund products and industry

• Maintain compliance with SEC/NASD regulations in serving as a liaison for REIT and LP Sales

• Review investor applications to determine completeness and accuracy

• Establish new accounts / verify existing account has been set-up correctly in the MARCI/SEIBEL system

• Process REIT and LP Trades into the Oracle Database

• Prepare and reconcile daily Bank Deposits

• Review team members data input; to ensure high accuracy of Transfer Agent department

• Process Maintenance changes related to Investor’s account

• Assisted in the research and retrieval of current and historical documents in the Image Right System for

various departments.

• Assisted in the scanning/processing of over 18,000 distribution instructions received for a $12M special

distribution resulting from the sale of 27 REIT properties.

• Assisted in the scanning, distribution, and processing of documents received during the last month of

closing the REIT I product which amounted to almost $400M dollars in one month.

NEXTEL COMMUNICATIONS, DULUTH, GA

MARCH 2000 – APRIL 2003

SENIOR CUSTOMER CARE ON-LINE REPRESENTATIVE

• Communicating with customers worldwide via email, averaging 60-75 emails per day

• Establish client’s individual and business accounts

• Provides concise, quality customer service in a professional, timely and courteous manner

• Assist / train customers to use on-line services

• Assist Nextel Direct and Indirect sales agents with evaluating customer credit worthiness

• Establish customer relationship and communicate effectively to identify customer needs/opportunities

• Interacts with fellow team members to enhance project performance

• Full accountability of one call resolution

SENIOR CUSTOMER CARE /SUPPORT REPRESENTATIVE

• Answered inbound calls in a call center environment, averaging 50-60 calls per day

• Point of contact for complex and escalated issues

• Acted as catalyst for major improvements in minimizing call volume

• Performed side by side support to fellow team members

• Trained and supported new team members with call flow strategy

• Researched client’s bill statements and provided account information upon customer’s request

• Responsible for marketing special events and promotions to customers

E D U C AT I O N

VILLANOVA UNIVERSITY

11/2012 – current

Studying for Master Certificate in Human Resources Management (SHRM endorsed)

SOUTH CAROLINA STATE UNIVERSITY

Bachelor of Science

Business Administration /Marketing

Member of Society of Human Resource Management (SHRM)

SHRM is the world’s largest association devoted to human resource management.

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