Customer Service Support Specialist

PROFILE

Service-oriented Client

Support Specialist commended

as a valuable team player with

expertise in maximizing

customer satisfaction and

retention. Has demonstrated

strong abilities in utilizing

interpersonal skills while

onboarding, training and for

problem resolution.

(443) 304 - 8534

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

924 Elm Ridge Ave

Baltimore, MD 21229

Lead as a role model for team of 50+ Blue Crew employees by demonstrating commitment to excellence. Interfaced with hundreds of customers, managers, and employees to solve problems and deliver exceptional customer service. Professional adherence to company values at all times to ensure smooth operations during large stadium events. Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making. Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency. PROFESSIONAL EXPERIENCE

IMANI

HENDERSON

Client Service Coordinator

Customer Account

Management

Cross-functional

Collaboration

Leadership and

Stakeholder Management

Strategic Planning

Grant Writing and Fund

Development

Data-driven Decision

Making

Key accounts development

Project Management

Technical Analysis

CRM system proficiency

SKILLS

TEAM LEAD MANAGER,

BLUE CREW - BALTIMORE, MD

(443) 304- 8534

MARCH 2021- JUNE 2023

Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team. Successfully implemented new marketing strategies to attract prospective tenants and maintain high occupancy rates. Developed and groomed relationships with local businesses to establish continued use of reputable and reliable vendors. Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.

ASST.PROPERTY MANAGER,

ASCEND - SPRINGFIELD, MA

JULY 2022 - MARCH 2023

REALTOR,

KELLER WILLIAMS INTEGRITY - ELLICOTT CITY, MD

JANUARY 2016 - DEC 2021

Successfully facilitated buyer clients through process to find and purchase home, guiding them throughout the home-buying process. Coordinated various aspects of real estate transactions such as inspections, appraisals, and financing arrangements to minimize delays and challenges for clients. Streamlined contract negotiations by meticulously reviewing documents and communicating clearly with all involved parties. Generated leads for potential buyers and sellers by hosting open houses, conducting market analysis, and networking within the community.

EDUCATION

UNIVERSITY OF NORTH

CAROLINA,

GREENSBORO

Communication Studies,

Human Dev. & Family Studies

Minor: Sociology,

African American Studies

PATIENT CARE COORDINATOR

MVC TECHNOLOGY - COLUMBIA, MD

MARCH 2019 - MARCH 2020

Streamlined patient intake information into our new CRM program. Assisted in the development of care plans tailored to individual patient needs, improving overall health outcomes. Coordinated with insurance companies for accurate billing processing, reducing errors and financial discrepancies. Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey. Marketed to local doctor's offices and surrounding businesses to organize education events for current and prospective patients.

CLIENT SERVICES COORDINATOR

RE/MAX ADVANTAGE - COLUMBIA, MD

JULY 2012 - DEC 2015

Improved office efficiency by implementing specialized systems for managing appointments, tracking leads, and organizing paperwork related to property transactions.

Accumulated necessary information from relevant parties and other real estate agents to ensure completion of necessary documents by their established deadlines. Prepared and finalized forms and permits for purchase documentation at closings. Produced a consistent guidebook of Standards of Procedures for future training and onboarding of team members.

Organized events and gatherings for clients as part of relationship-building efforts, fostering positive rapport and loyalty among customers. Maintained comprehensive records of client interactions, enabling better tracking of service history and needs. Enacted new strategies for improving response times to client inquiries, resulting in more efficient resolutions and higher satisfaction rates.

ADDITIONAL EXPERIENCE

THE BLACKPROJECT

GREENSBORO, NC -

FOUNDER 2011-2014

Prepared and submitted

several grant proposals with

my co-founder; awarded

two. Founded nonprofit in

2011 with the mission of

providing a collective online

database available

nationwide to young

students of color to educate

in history and current

events with forums to foster

critical discussion; growing

skillsets such as community

gardening, homesteading,

land acquisition, investment

planning, and patron led

skill-sharing. Implemented

hands-on community service

projects.

Bolstered development of fundraising strategies such as grant writing and crowdfunding. Targeted vendor leads from local businesses to partake in events in community expos sponsored by HCFBECA. Canvassed donors over the phone or in person to assist with scholarship procurement. Tailored guest lists for registration and retention for future events. Tracked sponsorships throughout the solicitation process, from lead to completion, streamlining ease of access for donors. FUNDRAISING CHAIR,

HOWARD COUNTY FOUNDATION OF BLACK EDUCATION

AND CULTURAL ACHIEVEMENT INC. - COLUMBIA, MD

DECEMBER 2013 - AUGUST 2018

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