Customer Service Manager

Jehovana McKnight

*** **** **** ******

Brooklyn, N.Y. 11203

{Cell} 718-***-****

***********@*****.***

Dear Sir or Madam:

This letter is to express my interest in a current vacancy with your company.

The enclosed resume will furnish you with information concerning my overall employment background, training, and skills. With each of my job experiences, I have performed my assignments with a high degree of skill and professionalism. My current objective is to obtain a position that will fully utilize my skills and offer an opportunity for continued professional growth.

I believe in excellence and have always dedicated myself, my talents and my creative abilities to assure the successful accomplishment of any company goals. My positive attitude and willingness to give 150 percent makes me a valuable asset to any organization that would employ me.

I illustrate being a team member by following the seven rules of collaborative teachings within all aspects of my work ethic.

I look for common ground: finding shared values, consider shared personal experiences, pay attention to and give feedback, be yourself and expect the same of others, be willing to accept differences in perception and opinions.

I learn about others: consider their perspectives and needs, appeal to the highest motives, and let others express themselves freely.

I critique results, not people: do not waste time on personal hostility, make other people feel good, avoid criticism and put downs.

I give and get respect: show respect for others' opinions, be considerate and friendly, put yourself in the other person's shoes, be responsive to emotions, speak with confidence but remain tactful.

I proceed slowly: present one idea at a time, check for understanding and acceptance of each idea before moving on to the next. Speak in an organized and logical sequence.

I can be explicit and clear: share your ideas and feelings, pay attention to nonverbal communication, speak clearly and make eye contact, select words that have meaning for your listeners.

I remember the five "C's" of communication: clarity, completeness, conciseness, concreteness, and correctness

Thank you in advance for your time and consideration. Please feel free to contact me at the number or email provided above. I look forward to hearing from you in the near future and hopefully to schedule an interview to discuss future opportunities with your company. Thank you for your time.

Jehovana McKnight

Jehovana McKnight

281 E49th Street * Brooklyn * NY 11203

Cell: 718-***-****

***********@*****.***

St. Nicks Alliance 08/08/2016– Present

South Cluster Area Property Manager-ARM®

Functioned as part of management team in providing service to tenants for maintenance and administration.

LIHTC (Low Income Housing Tax Credit). Performed annual certifications to verify/update changes in income, family size. Lease signing, Renewals. Apt showings, Collect rents and entered using (Chase) Digital Express online banking. Prepared payment vouchers, and leases according to apt rental procedures. Supervise staff and vendor/contractors for Building Upkeep and Repairs, REAC inspections experience. Tenant Relations & Housing/ECB/FDNY Legal (Preventive measures to assist with evictions, arrears assistance & Violation Clearance), Government/Funding Relations. Involvement with neighboring community programs that will benefit the residents and their neighbors. Working w/ various city agencies, and housing programs Section 8, SCRIE/DRIE, LINC, Scattered Sites and HRA cases. Provided supportive housing services with case by case tenant issues. DHCR Registration, HPD violations. Used Onesite Real Page system, Violation Program SiteCompli, Outlook, Omni Form Word, Excel, Publisher, and Google Docs. Institute Real Estate Management (IREM) Certified as a Accredited Resident Manager (ARM), IREM Certification Completion in Ethics for Real Estate Managers (ETH800), and Managing Residential Properties (RES201).

Urban Management (LES, NYC) 10/28/15-02/22/16 (F/T)

Accounts Payable Clerk/ Receptionist

Review invoices received from all vendors for accuracy and appropriate level of approval, Ensure timely and accurate G/L coding of invoices and expenses. Accurately process vendor invoices into accounting system Yardi. Properly match invoices to PO’s. Check invoiced prices against price bids. Generate weekly check runs and all steps involved with this process. Enter Tenant rent payments. Collection of Tax Credit Recertification and processing. Utilize Word and Yardi Systems.

StatCare Urgent Care Medical Walk In Facility (Brooklyn) 07/06/15 – 09/01/2015 (F/T)

Switchboard Operator / Medical Receptionist

Registered new patients, Answered multiple phone lines, operate fax and copy machines, Maintain patient charts via EMR.

Explain treatments, medications, diets and physicians' instructions to patients who need Spanish translation.

Pre-certifications and authorizations, collecting co-payments, deductibles. Immigration and CDL processing.

Call prescriptions into pharmacies. Utilized Word, Excel, Google docs, and EclinicalWorks.

Home Clean Home, Inc. (Brooklyn) 06/15/2015-07/03/2015 – F/T

Customer Service Representative

Answered multiple phone lines, Greet Clients. Client registration/scheduling with several long term care health insurance agencies. Scheduled service appointments for clients with housekeepers and other maintenance professionals with provided referrals. Verified correctness of client demographic information. Wrote letters and correspondence in behalf of company. Service authorizations verifications, MD online claims submissions. Applied charges thru invoicing in Intuit QuickBooks. Pre-certifications and pre-authorizations and documenting all information according to office protocol. Utilized Word, Google Docs. QuickBooks & scheduling and e-filing software.

Dr. Jeffrey C. Marc (Tact Medical Staffing) (Brooklyn) 03/25/2015-05/2015

Front Desk Medical Receptionist

Answered multiple phone lines, Greeted Patients. Patient registration, EMR filing. Explained the practice procedures to new patients and verified correctness of patient demographic information. Scheduled follow up appointments for patients with hospitals and other healthcare professionals with provided referrals. Wrote letters and correspondence in behalf of doctor. Pharmacy prescriptions authorizations.

Pre-certifications and pre-authorizations. Monitored Pre-employment screening walk-ins, assisted patients in correctly completing appropriate forms, and documenting all information according to office protocol. Utilized Word, Google Docs. MedDoctor & PremierDoc scheduling and e-filing software.

MetroPlus Health Plan (Tact Medical Staffing) (New York) 11/2014 – 02/27/2015

Health Insurance Customer Service Representative

Interfaced with patients via inbound or outbound calls or the Internet for the purpose of resolving routine problems with products or services. Created and maintained positive customer relationships and responded to member’s inquiries regarding health plan options, benefits, eligibility, and claims resolution in a call center environment. Input consumer/member demographic and needs utilizing Cisco Communicator, PowerStepp, Macess Service Module, CSI, and GroupWise.

Lincoln Medical Hospital (Genard Group) (Bronx) 11/2013 - 08/2014

HHC Clerical Associate / Switchboard Operator

Operate a telephone call directory or switchboard. Handled heavy call volume, overhead paging, and announcements. Responded and dispatched all emergency codes (126, Trauma, Fire Disaster, and RRT). Reported request for telephone repairs and service. Updated all pertinent information for monthly schedules and logs. Transferred and connected calls across multiple hospital network and clinics. Placed and logged all local/long distance and toll calls. Prepared daily schedules for off hours/nights/weekends and holidays. Utilized Intellidesk Pc-base console, Siemens Optipoint phone, Overhead paging system, all functional utilizing a programmable keyboard with telephone functions.

Alotta Apartments (Brooklyn) 08/2/13 -10/13

Closing Coordinator/Office Manager

Liaison between Landlords, Management companies and Sales/Broker Agents. Duties were to “close deals” provide landlords with qualified tenants by performing background checks, and coordinate collections of qualifying documents and monies. Prepared screenings, E-mailing and phone correspondence with clients. Performed general office duties, typing, filing, phones, office managing. Scheduled lease signings and apt viewings, attending signings with clients. Utilized Word, Excel, Publisher.

Catholic Charities of Brooklyn & Queens (P.O.P. Mgmt.) 09/08/2008– 12/2012

Tax Credit Property Manager / Community Relations

Functioned as part of management team in providing service to tenants for maintenance and administration.

LIHTC (Low Income Housing Tax Credit). Performed annual certifications to verify/update changes in income, family size. Collected rent and entered using (TD Bank) Digital Express online banking. Prepared Invoices, and leases according to apt rental procedures. Screened and hired; staff and vendor/contractors for Building Upkeep and Repairs. Tenant Relations & Legal (Preventive measures to assist with evictions and arrears assistance), Government/Funding Relations. Involvement with neighboring community programs that will benefit the residents and their neighbors. Working w/ various city agencies, and housing programs Section 8, SCRIE/DRIE, and HRA cases. Provided supportive housing services with case by case tenant issues. Enrolled tenants and specified demographic population into special community based projects/workshops. Used ICams system, Word, Excel, Publisher, Outlook and Accounting MiPS program.

Dreyfus Management / Luly K Designs (Brooklyn) – 04/03/08 - 09/05/08

Assistant Property Manager for Dreyfus / Administrative Assistant for Luly K Designs

Performed general office duties. Answered phones, filed, faxed, and input data.

Handled accounts payable / receivable. Entered rents, bank deposits, paid bills, issued checks, invoicing.

Supervised all aspects of building maintenance of 9 properties, made service call appointments, coordinated scheduled appointments between tenants and contractors. Dealt with several city agencies, S8, DHCR, HPD, DOB, DEP, and Scrie. Client and Tenant customer service,

Used R.I.S property management software, and QuickBooks.

Latham's Communication Corp Floater (Brooklyn) P/T 01/08 – 12/11

Answering Service 24/7 Switchboard Telephone Operator

Answered phones, collected messages for several companies.

Distributed messages to proper personnel. Performed general office duties, faxed, Xeroxed, typed correspondence.

Used office program Axon & Microsoft.

Signature Properties (Manhattan) 10/07 – 01/08

Reservationists/ Hospitality Guest Services

Provided an alternative option in hotel lodging with rentals of furnished apartments in luxury buildings in Manhattan.

Checked in and out procedures. Took reservations and informed guests about hotel services and tourist attractions. Answered telephones, posted charges, handled and balanced cash and credit card transactions daily. Advertised vacancies and services using various marketing tools.

Utilized Oscar hospitality program, Word and Internet Research.

Coltown Properties (Manhattan) 11/06-10/07

Maintenance Coordinator / Dispatcher

Answered multiple phone lines, filed, faxed, typed correspondence.

Supervised all aspects of building maintenance of over 50 properties. Obtained approvals of work orders, service call appointments, and appliances. Maintained superintendents’ schedule thru Outlook calendar, coordinated scheduled appointments with tenants, corporate emailing, managing an office. Client and Tenant customer service, HPD violations.

Used Rent Ritter program, Word, Outlook, Excel and PCD-Manager (HID & Gemini Proxy Cards Activations).

Sharp Management Corp. (Brooklyn) 11/03- 10/31/06

Maintenance Coordinator / Dispatcher

Answered multiple phone lines, filed, faxed, input data and typed correspondence. Supervised all aspects of building maintenance of over 40 properties. Approvals of work orders, supplies, and appliances. Scheduled service calls. Client and Tenant customer service, building insurance claims, legal matters, claims investigations, HPD violations, and Rental Interviews / Approvals.

Used Management Rent Ritter & PMS program, Word, and Internet search.

Core Skills:

Certified Accredited Resident Manager (ARM)

Bi-lingual English & Spanish

Google Apps. (Docs, Editing, Sharing)

Word

Excel

Power Point

GroupWise

Outlook

Publisher

Extensive knowledge of medical terminology

EMR & EHR

Pre-certifications and Pre-authorizations

Ability to quickly file alphabetically and numerically

PowerStepp (Health-care Software)

Macess Service Module (Electronic Document Record Software)

CSI (Health-care Patient/Medical Record Software)

MedPro / PremierMed

E-ClinicalWorks (Health-care)

Internet research

Retail & Housing Sales/Rentals

Social Media Savvy

Licensed Mandated Reporter

Accounts Payable and Account Receivable

Yardi Systems (Property Management Software)

Rent Ritter (Property Management Software)

PMS (Property Management Software)

R.I.S (Property Management Software)

ICams - I & II (Property Management Software)

Onesite Real Page

Lease Hold Real Estate (Property Management Software)

Oscar (Hospitality)

PCD-Manager (HID & Gemini Proxy Cards Activations) – Magnetic key card/fob software

Intuit QuickBooks (Accounting - Invoicing)

MIPS (Accounting - Invoicing)

TD Banking Digital Express Teller (Electronic Check & Money Order Scanner)

Cisco Communicator (Electronic Phone Answering System)

Axon (Electronic Phone Answering System)

Education: TCi College of Technology – Pursuing Associates Degree in Human Services - Currently Enrolled

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