Raven Mayo

Capitol Heights, MD *****

ad12dq@r.postjobfree.com

+1-240-***-****

Seeking a career with an organization that will allow me to utilize my management experience while

working in a rewarding environment.

Authorized to work in the US for any employer

Work Experience

Inbound Call Center Customer Service Representative

Experis/ManpowerPublicSector at GKG for the Dept of Commerce - Landover, MD

Present

Manpower Group Public Sector is partnered with a federal integrator in their search for 3 Call Center/

Customer Service Contact Center Representatives to join their team in Landover, MD.

• Answer incoming calls and emails from Department of Commerce employees concerning Employee

Personnel actions and inquiries.

• Record all Customer interactions using the Service Now ticketing system.

• Answering questions pertaining to Time & Attendance and Leave Balance.

• Respond and provide current and former Federal employees with information requests and/or

documents in eOPF.

• Scan and upload all designated documents into their eOPF.

• Assist callers with submitting documentation to Applying, Modify or Terminate Health Benefits, Thrift

Saving Plan, along with Filing State and Federal Tax documents, Employment Verification and Pre-

Retirement counseling.

• Work closely with Family members reporting Death of Federal Employee.

• Forward critical cases to Team Lead or Senior Manager for resolution.

• Also, assist former employees with Lump Sum Payments and Off Boarding.

• Handle account lockouts and password reset. Experience in HR IT Systems (ServiceNow, eOPF, HR

Connect, NFC ES Kiteworks Mailbox.)

Contact Representative/Collection Representative (CSR)

IRS - Baltimore, MD

November 2021 to November 2022

• Uses sophisticated interviewing techniques, the employee reviews individual circumstances and goals,

and advises on the most advantageous ways to meet them.

• Elicits sensitive, personal and financial information, innocent spouse determinations, bankruptcies,

or draws out information the individual may attempt to withhold, additional sources of income,

overpayments, to ensure compliance with reporting and disclosure requirements.

• Makes determinations and uses sound judgment concerning controversial matters in reporting as

appropriate the degree to which the individual understood their responsibilities and whether errors in

their records reflected honest mistakes or fraudulent intent.

• Develops, analyzes and evaluates information involving the research of records and the nature of each

inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve

problems related to the unique circumstances of each individual or fulfill regulatory requirements.

• Explains what future actions are necessary to achieve voluntary compliance by computing and/or

advising on tax liability and probable assessment of taxes in cases involving: varied sources of income,

including self-employment, itemized personal and business expense deductions, or carryover/carry back

of capital losses and investment credit from prior years, or comparable issues requiring reference to the

tax code and precedent.

Program Specialist

Baltimore City Housing Authority - Baltimore, MD

May 2021 to September 2021

• Communicates with clients, property owners, tenants, other agencies, and employees by telephone, in

writing, or in person. • Provides information about housing assistance programs. • Assists with new client

and landlord orientations. • Explains HUD regulations and contract terms. • Obtains documentation to

assist clients. • Completes accurate and expedient contract work.

• Determines client eligibility and completes HUD’s re-certification and re-examination procedures

for new and existing clients. Verifies household composition and income, coordinates unit inspections,

contacts clients, and prepares paperwork.

• Performs rent calculations on all approved units to determine contract rent, tenant portion, and Housing

Assistance Payment portion. Performs rent reasonableness and rent affordability on all RFTA’s.

• Gathers information from clients concerning landlord/tenant disputes and non-payment issues. Assists

with preparing reports and work orders.

• Prepares a variety of reports, documents, and records concerning Section 8 properties and property

owners.

• Performs case management functions. Maintains and analyzes information on account activities and

accurately completes related data entry.

• May perform the following duties: • Total Tenant Payments (TTP), Housing Assistance payments (HAP),

and utility allowances. • Annual Income Reexaminations and Interim Changes.

Leasing Consultant

Gates Hudson & Associates - Landover Hills, MD

September 2020 to April 2021

Meet and Greet prospective clients, in person and via telephone, that may qualify for rental properties

by recording all necessary documents needed for rental units.

Inspect models and make available "market ready" units sufficient for incoming residents.

Secure deposits from qualified clients that completed the application process in accordance with

company policies and procedures and Fair Housing requirements.

Via Intranet, prepared and submitted all property reports daily to the Community Manager while awaiting

applicant approvals.

Immediately follow-up with prospective tenants to attempt rental reclose

Refer non-qualified clients to sister communities that may better meet client's financial needs.

Processed Tax Credit residents' proper financial documents

Compliance Specialist/Leasing Specialist

The Franklin Johnston Group - Washington, DC

February 2020 to September 2020

The Compliance Specialist is responsible for maintaining compliance with HUD (PBs8 and HCV) and Low

Income Housing Tax Credits.

Individual in this position should possess strong organization skills and a detail oriented approach. Strong

computer literacy skills are essential to this position. Working knowledge of LIHTC and HUD programs

required. Affordable Housing Certifications a plus.

Excellent verbal and written communication skills are also required.Meet and Greet prospective clients,

in person and via telephone, that may qualify for rental properties by recording all necessary documents

needed for rental units.

Inspects models and make available "market ready" vacancies daily to insure cleanliness.

Update online advertising to reflect current market pricing on a weekly basis.

Answered mulit-line phone system while handles each call accordingly, whether it is a client call,

irate resident, service request, etc. Transfer calls to assistant manager or property manager when

appropriate.

Act as first level point of contact to resolve escalated tenant issues for Property Manager

that may result in any unsatisfied residents.

Assisted Property Manager on staying abreast of local market trends to improve residential units.

Dispatch maintenance for work orders and/or emergency maintenance

request.

Performed external marketing outreach to local businesses to gain potential resident

Coordinate all renewals monthly which included sending letters to renew lease and other leasing options.

Assume other duties and responsibilities that sufficiently kept the workflow decreased

Assistant Manager/ Leasing Consultant

The Manor At Victoria Park/Greystone Management - Temple Hills, MD

December 2017 to January 2020

Meet and Greet prospective clients, in person and via telephone, that may qualify for rental properties

by recording all necessary documents needed for rental units.

Inspects models and make available "market ready" vacancies daily to insure cleanliness.

Update online advertising to reflect current market pricing on a weekly basis.

Answered mulit-line phone system while handles each call accordingly, whether it is a client call,

irate resident, service request, etc. Transfer calls to assistant manager or property manager when

appropriate.

Act as first level point of contact to resolve escalated tenant issues for Property Manager that may result

in any unsatisfied residents.

Assisted Property Manager on staying abreast of local market trends to improve residential units.

Dispatch maintenance for work orders and/or emergency maintenance

request.

Performed external marketing outreach to local businesses to gain potential residents.

Coordinate all renewals monthly which included sending letters to renew lease and other leasing options.

Assume other duties and responsibilities that sufficiently kept the workflow decreased

Education

High school or equivalent in Business Management

University of the District of Columbia

August 2011 to May 2012

Skills

• LEASING (6 years)

• CODING

• EXCHANGE

• EXCEL

• OUTLOOK

• Tax Credit

• Yardi

• Property Management

• Fair Housing Regulations

• LIHTC

• Microsoft Exchange

• Section 8

• Remote Access Software

• Computer Networking

• Property Leasing

• Microsoft Windows Server

• Microsoft Windows

• Software Troubleshooting

• Help Desk

Certifications and Licenses

Public Trust Clearance

Additional Information

Professional Skills:

Ability to assume control of complex, non-routine situations while balancing and completing task

assignments independently and accurately.

Able to keep a positive attitude while demonstrating a high degree of decision making skills.

Over four years of experience working as a leasing agent.

Experience with LIHTC properties and Section 8 voucher agencies

Technical Skills:

Proficient in MSN Windows, Microsoft: Word, Exchange, Excel, Schedule+, Power Point,

Outlook and various Internet applications.

Yardi, CheckScan; Remote Desktop Bill Coding;

Ability to type 45+ wpm

Contact this candidate