IT Technical support, customer service
Resume:
Shonda Hooks
Minneapolis, MN *****
******.*.*****@*****.***
Willing to relocate to: Saint Paul, MN - Minneapolis, MN - Minneapolis, MN Work Experience
Site Manager
Jourdan community-Minneapolis, MN
June 2023 to August 2024
• Generated leads and successfully converted prospects into signed leases, consistently exceeding monthly leasing goals
• Provided exceptional customer service to residents, addressing inquiries, resolving issues, and ensuring high satisfaction levels
• Managed lease agreements from initial negotiation to signing, ensuring accuracy and compliance with company policies
• Effectively communicated lease terms, policies, and procedures to prospective tenants in a clear and concise manner
Case Manager
Call-In Homecare Ltd-Coon Rapids, MN
April 2021 to June 2023
This was a temporary position that I chose to work because I liked working with others and I had a very flexible schedule at the time. Clients would come to me in search of permanent housing. I would go over how much they made each month and see what they could afford and see what outside community organizations would be available to help. Walked clients through signing leases and terminations. We ran budgeting classes for our clients. Make sure they have a plan to save something, so it can go towards their housing. Help get furniture arranged, so they are not just living in an empty home. This position involved being pretty personal with our clients and very confidential. Case Manager
Noelle Home Management-Columbia Heights, MN
April 2020 to January 2021
• Conducted thorough assessments to identify client needs and develop individualized care plans
• Collaborated with interdisciplinary teams to coordinate and monitor the delivery of services
• Advocated for clients' rights and ensured access to appropriate resources and support systems
• Maintained accurate and up-to-date documentation of client interactions, progress, and outcomes Leasing Office Manager
Indigo group property-Coon Rapids, MN
May 2018 to March 2020
Responsible for showings and leasing apartments. Showing amenities and other places in the area that will draw the client to want to move into our property. Working with clients with different financial backgrounds. We did have some subsidized housing available. Ensuring all areas are kept up with cleaning and all equipment is working properly. Manage yearly financials and compare them to last year's income. Have meetings with other apartments about what we could add to make the building more move in friendly. Took care of all emergency service requests. Ensure all team members are there daily and utilizing their time responsibly.
Assistant Manager
Au' Coton-Bloomington, MN
June 2016 to January 2018
Was Assistant Manager at a start up clothing store. Was responsible for employee scheduling, submitting hours worked, maintaining sales goals throughout each quarter. Ensuring store appearance setup as scheduled daily.
Office Manager
Dalco Roofing and sheet metal, inc.-Plymouth, MN
September 2014 to August 2016
Responsible for payroll for all employees. Responsible for ensuring all outside bids for work offers are put together correctly and all information and requirements are included. Handled all outside vendors relationships and contract fulfillments.
Case Manager
Omega Family-Apple Valley, MN
September 2012 to July 2014
• Facilitated regular meetings with clients to review goals, address barriers, and track progress
• Coordinated referrals to community agencies for additional support services as needed
• Educated clients on available community resources related to housing, employment, education, etc
• Provided crisis intervention and emotional support to clients in challenging situations IT Technician Support
Cigna Behaioral Health Network-Eden Prairie, MN
April 1998 to October 2011
Started out as data entry clerk, ensuring all information is input into the computer correctly. Then became Claims Analyst, which consisted of paying claims for mental and behavioral health. As well as maintaining the correct information on the claim forms if not, we had to work with customer's directly in order to get the correct information. Then moved on to Senior claims examiner. Stayed as a Senior examiner for a few years, which basically entails the same thing as claim analyst but at a higher level there were more claims that came in with incorrect information, so it took more knowledge and understanding in order to get that information from the client. Ended up going to the IT department and training in as a Technical LAN/WAN support specialist position. Received lots of training in tech resolutions and customer service, this position dealt mainly with internal and external customers using our product interface. Education
Associate's degree in Psychology
University of Phoenix-Online Campus - Remote
September 2017 to October 2018
Some college in Psychology
Normandale Community College - Bloomington, MN
September 2006 to May 2007
Skills
• Microsoft Excel
• IT support
• Data entry
• Social work (6 years)
• Front desk
• Hospitality
• Yardi
• Computer skills (10+ years)
• Working with those with mental health and addiction issues
• Technical support
• Sales
• Understand what it takes to work through addiction when people are ready or not ready to truly work on their issues
• Typing
• Making sure reports are accurate and on time. (5 years)
• Microsoft Word
• Phone etiquette
• Customer service (10+ years)
• Communication skills (10+ years)
• Guest services
• Had a small team of employees working underneath me in my it support role
• Microsoft Office
Certifications and Licenses
Driver's License
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