Customer Service Office

Sharnette T. Kerr

**** ****** **** ***** **************, VA 22407

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

(Day & Evening) 347-***-****

WORK EXPERIENCE:

Long & Foster Realty (Headquarters) – 14501 George Carter Way, Chantilly VA

Property Management/RSC (Rental Service Center) – Team Lead 02/2016-Present:

Coordinates the efforts of assigned team members to ensure expeditious and accurate processing of all non-management listing agreements and rental application for assigned sale offices.

Responsible for contacting the necessary party(s) to resolve issues delaying processing of listing agreements, offers and corresponding rental applications and following up regularly, as needed, until all issues are resolved.

Regularly reviews Windstar Tracking System in order to assign rental applications that are ready for processing and to identify issues that have been referred by team members for resolution.

Monitors the work flow of all team members and makes necessary adjustments as a result of absences or other factors affecting daily production goals. Coordinates with other Team Leaders to ensure all departmental goals are met.

Generates reports to the listing agents which provide pertinent information gathered about the applicant for use by the landlord in deciding to accept or reject an offer.

Advises the RSC Director of performance and training related problems adversely affecting productivity, including (but not limited to) attendance and punctuality issues. As warranted.

Assists in ascertaining ways to enhance the overall customer service experience for our sales office.

Running Credit Reports on Applicants that submitted an application.

Performs other related duties as assigned.

Kadix Systems LLC – 4245 Fairfax Drive #700, Arlington VA

Consultant/Project Lead (Department Of Homeland Security) – 03/2011-07/2012

Lead assigned to the Headquarters Department of Homeland Security (DHS) Facility Service Call Center team.

Managed the four members facilities management service call center contractor staff providing timely professional customer service support to DHS.

Served as an analyst and or advisor to DHS facility management staff on a range of facility services program activities requiring application of qualitative and or quantitative methods of assessment.

Tracked and reported on over 1,200 facility related customer calls and provide prompt, reliable professional report, analysis, and documentations.

Frequently interfaced with the DHS Senior personnel and facility managers throughout the National Capital Region.

Tracked and reported on the status of highly sensitive facility related issues from initiation to completion of work orders, custodial requests, and construction projects.

Coordinated with DHS Project Managers for construction projects, conference center scheduling and job assignments.

Submitted quality data for “Report Card” data presented to the Chief Administration and Operations Officer for the DHS.

Managed and automated tracking system of correspondence and program related documents.

Maintained phone longs and program files.

Responsible for preparation of invoices, reports, memos, letters, financial statements and other documents using work processing, spreadsheet database or presentation software.

Kadix System LLC – 4245 Fairfax Drive #700 Arlington, VA

Administrative Support Specialist (Department of Homeland Security) 10/2006-03/2011

Provided administrative office and facility support for the Department of Homeland Security (DHS) administrative support service Call Center.

Received, processed and provided follow up coordination and referred inquiries to appropriate Chief Administrative Office project managers and facility staff.

Tracked work orders, facility support request, and provided requested information to customers or referred inquiries to the appropriate staff.

Communicated daily with the Department of Homeland Security senior level staff, both orally and in writing.

Interfaced daily with various individuals explaining office procedures and responded to inquiries.

Coordinated and monitored the Office of Administrative Operation call center project request for furniture, office relocation and submitted follow up request for information.

Maintained and monitored a variety of records and data regarding administrative services.

Established DHS procedures for the retention, archiving and disposal of obsolete or suspended files.

Barclay Enterprises Realty – Brooklyn New York

Administrative Assistant – 08/2004-02/2006

Provided administrative support to the President of the company on a variety of office processes to include scheduling appointments, meetings, filing, updating policies, greeting clients, title search, title examining, composed and edited correspondence and memoranda from dictation.

Established departments/divisions and provided requested information to customers or referred inquiries to appropriate staff.

Prepared, transcribed, composed, typed, edit and distributed agendas and minutes of numerous meeting.

Prepared travel vouchers/orders preparation, distributed mail, and tracked suspense’s.

Arranged courier services as needed and assisted Executives with schedule management as needed. In addition I coordinated meeting materials, tracked correspondence and maintained inventory.

EDUCATION:

Taylor Business Institute – New York, New York

AA Business Administration – 10/2004-01/2006

University of Phoenix – Online Program

BA Human Resource Management – 2013-Present (not attending at this time)

SKILLS:

Windows XP, Windows 2000-2010, Windows Explorer, Microsoft Word, Excel, Access, PowerPoint, Microsoft Outlook 2010, Outlook Express, Office Tools, Info Path 2003, Publisher, Adobe Illustrator, Adobe Acrobat, HTML, CRT Data Entry, Internet Proficient, PRO CAS Time, Type over 60wpm.

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