Customer Service Management

Tina Harrison

Email: *********@********.***

Address: ** ******** ****

City: Indian Head

State: MD

Zip: 20640

Country: USA

Phone: 301-***-****

Skill Level: Management

Salary Range: $62,000

Primary Skills/Experience:

Front Office Operations Program Management Customer Service People Skills Communication

Educational Background:

High School, General Studies

Bowie High School, 08/1986 - 06/1988

Bowie, Maryland

Job History / Details:

TINA HARRISON

28 Fairhill Lane Phone: 301-***-****

Indian Head, MD 20640 Email: *********@********.***

ADMINISTRATIVE PROFESSIONAL

A top-performing administrative professional with leadership experience, including a background in team, facility and operation management. Extensive human resource experience, including recruiting and training staff.

Skilled in project management, systems analysis and redevelopment of procedures to ensure efficient, organized operations, ranging from internal file systems to complex projects. Highly experienced in aspects of public administration, including dealing with regulations, compliance and reporting involved in the administration of various federally funded programs, particularly regarding the management of affordable housing.

AREAS OF EXPERTISE

Property management

Organizational auditing

Strategic Planning/Analysis

Code enforcement Internal/external communication

Assembling complex reports

Systematic file retention/disposal

Human resources Database management

Contract execution

Quality control/customer service

Advanced computer skills

KEY SKILLS ASSESSMENT

STRATEGIC PLANNING AND PROJECT MANAGEMENT - Able to leverage high-level analytic and problem-solving skills to develop and implement operational procedures and internal systems for improving and tracking organizational efficiency and oversight of complex projects.

EFFECTIVE COMMUNICATOR - Committed to the dissemination of thorough, accurate and professional communications across all mediums - from one-on-one conversations with clients to conducting staff training to assembling professional written reports, direct mail pack.

CHARACTER AND WORK ETHIC - Self-confident, energetic, enthusiastic and able to take initiative and respond to task with a sense of urgency. Very detail-oriented, able to work in a fast-paced environment and maintain composure in high-pressure and stressful situations.

PROFESSIONAL EXPERIENCE

APARTMENT INVESTOR MANAGEMENT CORPORATION, ALEXANDRIA, VA 22304

OFFICE MANAGER (JULY 2007 - NOVEMBER 2012 )

Provided oversight of the daily operations of the Foxchase of Alexandria Housing Community, a 423-unit multi-family apartment complex operated through HUD Affordable Housing. Duties included supervising employees, executing lease contracts, conducting background checks on applicants and current residents and overseeing all aspects of property management, from maintaining budgets to facility maintenance to conducting inspections and executing evictions.

Key duties and accomplishments:

* Improved the office`s performance on Annual Management Occupancy Review Audits by an increase of more than

90 percent accuracy compared to reviews conducted prior to my tenure.

* Recovered more than $50,000 in tenant payments using research of public databases.

* Developed a tracking system for the management of various projects, including tenant selection and other protocol to maintain 100 percent occupancy rate, with 100 percent turnover.

* Formulated methodical procedure for systematic file retention, retrieval and disposal of confidential data.

* Developed various communications/educational materials about the HUD program for use in presentations among diverse audiences and established guidelines related to internal and external communications.

* Stayed abreast of legislative updates and policy changes related to affordable housing programs, ensuring code compliance and record maintenance required by federal government.

TINA HARRISON

DISTRICT OF COLUMBIA HOUSING AUTHORITY, WASHINGTON, DC 20001

LEASING SPECIALIST (JANUARY 1993 - JULY 2007 )

Maintained and processed a case load of approximately 120 applications for housing assistance monthly, working with applicants and property owners to ensure applicants` placement in safe and reasonably priced housing.

Key duties accomplishments:

* Prepared monthly reports, tracked voucher utilization according program demographics, monitored vacancy loss and collected quantitative data pertaining to the number of displaced, homeless and disabled families.

* Daily conducted quality control and pre-audit of existing participant files, assuring compliance in preparation for annual audit.

* Approved legal binding documents such as leases, Housing Assistance Payment contracts and property deeds.

* Coordinated briefings in group settings of approximately 20 to 50 applicants, as well as one-on-one sessions with owners and tenants to maximize tenant -landlord relationships, participation and program compliance.

* Drafted and reviewed 20 -25 internal and external correspondence weekly.

EDUCATION & TRAINING

Bowie High School, Annapolis, MD

Certified Manager of Housing, National Center for Housing Management, September 2011

Certified Occupancy Specialist, National Center for Housing Management, November 2007

Interviewing and fraud control training, Nan McKay, May 2004

Housing Specialist Certification, Section 8 Occupancy training, November 2001

Housing Specialist Certification, Section 8 Rent calculation training, November 2001

Housing Specialist Certification, Section 8 Eligibility training, October 2001

AWARDS & DISTINCTIONS

Northeast Region Star & Outstanding Service, Support and Collaboration Award - AIMCO - 2010

Recognition Award for Outstanding Service - AIMCO - 2009

Cost Saving Award - DC Housing Authority - 2006

Recognition of Exceptional Performance - DC Housing Authority - 2005

Commitment to Excellence Award - DC Housing Authority - 2005

15-year Service Recognition Award - DC Housing Authority - 2005

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