Shonda Brown Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, Ca, Us

Pasadena, California

Phoenix, Arizona

• Conduct all business in accordance with company Policies and Procedures, Tax Credit Regulations, Fair Housing Laws, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to multifamily housing• Ensure all rents, application fees, late fees, and deposits are collected and posted in YARDI a timely manner• Greet prospective clients, show community• Prepare and execute the signing of all lease paperwork• Process move-ins and move-outs and perform inspections• Execute various required records and reports, i.e., weekly, monthly, utility logs, market surveys, AME, lease renewals and terminations• Post vendor invoices• Answer and handle incoming phone calls and emails from prospective new residents, current tenants and vendors• Utilize marketing strategies to secure prospective residents• Accept service request from residents and route to maintenance for prompt processing• Issue appropriate notices pertaining to late payments, eviction notices, health and safety, five, ten and 30 day notices• Address any hazardous, liability or potentially dangerous issues promptly and effectively

Temporary position Charged with providing assistance in the opening and updating of 5000+ accounts for a newly acquired brokerage Gaining expertise and rapid proficiency in the efficient use of proprietary software

 Provided full accountability management to a team of employees presiding over account administration Maintained Security Cost Basis of client holdings, account consolidations, billing fees, and account updates Logged, tracked, transferred incoming/outgoing communications via Salesforce Maintained updated knowledge of Portfolio Management software  Acquired and maintained current knowledge of relevant product offerings and support policies Key Contributions: Credited with effectively supervising multiple projects for the broker dealer document transition Created and implemented internet procedures to communicate NIGO items to Registered Representatives Innovatively created technically accurate and effective solutions

 Provided broad and effective operational support and leadership, ensuring smooth operations on a daily basis Obtained and maintained insurance licenses with each state, including Individual Licensed Producer Maintained records related to license renewal/expiration and addressed changes, and updated lines of authority Supported CCO and COO in FINRA and client correspondence Scheduled client meetings and travel arrangements Maintained requests/statements/confirms under SEC rule 407 Key Contributions: Participated in the development and update of over 30 forms to meet regulatory and compliance oversight

 Accountable for supervising, training and monitoring Call Center and Operations  Ensured that all processing and follow up service level agreements were met Provided coaching, constructive feedback and support, and ensured all employees had clear objectives Cultivated a team environment, focused on customer service, efficiency and high-level performance standards Ensured that all mid-year/annual reviews and all mandatory trainings were completed on time Conducted monthly team & one-on-one meetings with direct reports to mentor and drive improvements Maintained monthly performance statistics for each employee function Key Contributions: Decreased department overtime by 90% Successfully implemented the addition of 6 new procedures to the department Successfully cross-trained all team members in the department, allowing opportunity for internal re-alignment Created engaging and motivating opportunities for growth and development for team members including supervisor for the day, handling escalated issues and participating in various departmental projects Created team building programs and incentives promoting productivity and engagement

 Researched and resolved commission inquiries  Conducted quality assurance process reviews, providing results and recommendations to streamline procedures Monitored inbound Call Center logging and data, ensuring that all service levels were met Served effectively as liaison between Broker Dealer, Operations Department and the clearing firm (Pershing) Identified and logged Call Center trends, and provided research and resolution for escalated issues Coordinated conference calls with BD, management, and Pershing to discuss procedures and issues Assisted with internal/external re-engineering testing and implementation of systems roll outs and enhancements Key Contributions: Reduced the costs of overnight deliveries by $15k annually by reassessing operational delivery patterns Created and implemented an effective employee recognition program for department of 100 employees

Customer Contact Center Specialist Effectively managed issues related to operations and industry processes, procedures and requirements  Applied knowledge of stocks, bonds, mutual funds, account transfers, retirement accounts, and asset movement Conducted research and provided effective resolution, consistently resulting in a positive customer experience Maintained a call log detailing client issues, follow-up and resolutionKey Contributions: Handled a minimum of 80 telephone calls daily from registered representatives