Antonio M. Carson

240-***-****

advu49@r.postjobfree.com

Core Strengths

• Profit Loss

• Budget Management

• Conflict Resolution

• Dealing with Difficult People

• Calendar Management

• Data Entry

• Social Media management

• Scheduling/Travel

arrangements

• Meeting Coordination

• C- Suite Support

• Pricing Calls

• Office Support

• On Call for VPs

• MS Office

• Calm under pressure

• Medical Terminology

• Reimbursement Specialist

• Concierge

• Sales and lease up specialist.

• Delinquencies

• Customer retention

• De-escalation specialist

Special Police Officer 12/11/21-Current

Allied Universal ARMED, CPR/AED, Baton, Handcuffing, OC Spray Supervisor

• Managing the daily work activities of the shift

• Conducting daily huddles to go over shift duties

• Assigning posts coordinating with operations

• Providing technical direction to subordinate officers during incidents related to patrol and legal paperwork processing for arrests

• Undergoing trainings with incumbents constantly to provide exceptional customer service and handle difficult situations to prepare my unit officers for the next step ranking and promotional wise

• Monitoring call outs coordinating with other units and company roster rovering officers for coverage

• Coordinate with client and vendors to provide officers updates

• Act as relief for breaks and lunches

• Monitoring behaviors and attendance issuing verbal, and written warnings.

• Onboarding officers in trainings preparing officers for SO-SPO exam process or training Leasing Manger 9/30/2020-11/21/21

Kettler Management Hecht Ware House unit count: 335 Willow & Maple unit count: 100 Brookland Press unit count: 2

• Provide tours of vacant units and answer leasing questions from prospective residents

• Review, process and approve or deny applications

• Review prepared leases and move-in packages to ensure that all necessary paperwork is properly executed

• Sign lease packages

• Perform pre and post move out inspections

• Schedule contractors and vendors to prepare vacant apartments for move in and monitor all work in progress

• Inspect apartments to ensure they are move-in ready two days prior to move in

• Review Que Items handle meetings with maintenance team to go over supply requests and weekly turns

• Move out statements and rental verifications

• Verify lease file through audit, daily walk report, daily leasing report, variance support report to GM

• Build relationships with vendors and contractors to establish community engagement Leasing Manger Intersolutions 7/1/2020- 9/30/2020

Brookfield, ESTATE unit count: 264 1212unit count: 218 Foundry Loft unit: 170

• Assume day to day responsibilities for the property

• Assist and work closely with the Ownership and Property Manager

• Act as a liaison for the Owner

• Assume role of acting manager when the Owner is not available

• Interface and work with associates, residents, contractors, vendors, and the general public

• Assist in managing all aspects of leasing and building operations

• A “hands on” position that demands self-learning extensive knowledge of all site level tasks, creatively and autonomously solving a wide range of problems from finances to emergency situations.

• Attract and educate new tenants

• Provide high quality customer service

• Perform periodic building evaluations for each property Virtual Tier II Specialist Lead 3/1/2020-7/1/2020

DCPEBT

• Successfully passed100% of eligible applications from partner agencies OSSE processing Pandemic EBT

• Rolled out new project working with stakeholders the city of DC human services and POC from OSSE to build new system so residents can access new federal funded program based on federal amendment and state of emergency

• Trained incoming employees on new program and designed to call center structure based on the verbiage provided to DCPEBT call center from USDA and OSSE

• Created ticketing system to address consumer issues worked with IT and quality to make it user friendly

• Send daily updates on happenings in new system for workers

• Approved time managed scheduled breaks and lunches Virtual Document Validation Specialist 12/11/2019-3/1/2020 FEMA

• Set up new enrollments based on program criteria/script

• Provided case updates on status inquires

• Processing submitted documents bases on governed criteria or script

• Achieved operational effectiveness by following quality guidelines while meeting service level agreements and daily targets

• Determine eligibility

Virtual Site Support Specialist 3/1/2019-12/10/2019 Cays Inc 222 N Pacific Coast Hwy, Suite 2000, El Segundo, CA 90245.

• Strong interpersonal and people skills – ability to coach and assist end users as they troubleshoot issues related to the new system.

• Providing onsite support to end users in local state offices.

• Provided resources and escalated system issues beyond entry level troubleshooting.

• Data collection of instances and follow up for resolution tracking resolutions in the issue tracker for escalation or closure.

• Escalation to tiers for system fixes

• Adapting to frequent changing learning at a quick pace and providing a great internal customer service

• Supporting Oregonians Eligibility workers with system issues.

• Researching, analyzing and synthesizing federal and state regulations

• Supporting state employees during a statewide system change rolling out wave 1 and 2 with updates and advancements tracking trends and progress through Excel converting into information charts to share with operations.

• Partner with different departments to participate in/host call calibrations.

• Develop and communicate best practices to address improvement opportunities.

• Provide guidance and coaching for areas of opportunity.

• Provide quality monitoring reports including trending and ranking among center personnel. United States Commission on Civil Rights GS-0301-09 Executive Administrative and IT Support Specialist 1/1/2019-3/12019 601 E St NW 4th Floor, Washington, DC 20004

This position is in the U.S. Commission on Civil Rights (USCCR). The position serves as a Support Services Specialist, responsible for providing, securing, or negotiating resources or services necessary to support the Agency's mission; Provides administrative support and advises on the best means to finalize customer needs for all Divisions and Units of the U.S. Commission on Civil Rights, including Regional Offices, in the following administrative areas: telecommunications, mail management, space, messenger services, duplication services, supply operations, forms management, general property management, security, furniture maintenance and inventory, procurement and a variety of other functional administrative areas.

• Coordination and Liaison Work Related to Support Services Programs 50% o Serves as the agency liaison on specific program areas or projects as assigned for externally stakeholders.

• Support Services and Functions Planning and Coordination 20% o Coordinates and performs a variety of administrative planning and coordination duties for Commission hearings, conferences, and consultations. The incumbent interacts with contractors and serves as a Commission representative in activities related to logistical and technical services for conferences, consultations, hearings and other events.

• Client Support Program Execution 30%

o Serves as a Customer Account Specialist in the IT Solutions Client Support Center with responsibility for execution of a segment of the center's Client Support Program for an assigned block of customers. Analyzes, develops, and assesses solutions to specific standard problems of client agencies. Provides technical advice and assistance to clients and Industry Partners regarding automated information technology marketing trends and developments. Conducts client assistance visits to gain awareness of business technology products and services needs and requirements. Provides potential clients with technical information on the IT products and services available and their value added. Serves as contact point for Industry Partners and other information technology customers or business enterprise groups interested in providing product demonstrations or conducting marketing and promotions at conferences and workshops or other forums. AARP-Ombudsman Specialist/Quality Assurance Analyst Sep 2018 - Dec 2018 601 E St NW 4th Floor, Washington, DC 20004

• Works Collaboratively to establish a member-centric operating model.

• Work as a liaison to provide a superior member experience in multiple channels: phone, email, whitemail, social media & chat.

• Work as a liaison with AARP members to ensure the resolution of escalated issues & complaints pertaining to AARP’s products and services

• Tracking, solving and identifying systemic issues. Data Collection during phone calls to capture call nature.

• Subject matter expert for AARPs brands and services, specifically with financial and health products.

• Telework WFH scheduling and assigning cases to in office and telework employees.

• Isolate, replicate and document defects and suggest alternatives to provide better outcomes.

• Develop and communicate best practices to address improvement opportunities.

• Provide guidance and coaching for areas of opportunity.

• Provide quality monitoring reports including trending and ranking among center personnel. Department of Human Service/ Economic Security Administration DHS-ESA Sep 2015 – Sep 2018 Case Manager / Project Manager (DC Government Eligibility Social Services Representative Grade 9) SNAP, TANF, IDA, and Medicaid. GC, Burial Assistance 441 4th St NW Washington DC 20003

• Prepared eligibility rollout for workers to determine all DC federal and state entitlement programs TANF, Food Stamps, and Medicaid

• Expert on ACA law and policy for determining Medicaid eligibility while providing case management

• Providing phone support for online applications determining that eligibility factors are met

• Guiding customers to other resources when DHS isn’t able to assist with inquiry

• Knowledge of policies, procedures, rules and regulations governing operations; knowledge of the specific organization's programs and mission; ability to analyze the impact of policies, procedures, rules and regulations upon agency goals and operations.

• Knowledge of qualitative/quantitative techniques for measuring effectiveness, efficiency, and productivity of assigned programs. Providing the department with quality tips and SOP’s

• Analyze grantee data about populations served today through SNAP work and identify limitations in data reporting.

• Collaborate with Grants team to define next grant opportunity around SNAP program.

• Collaborate with Benefit Access and Communications and Marketing teams to support the Foundation's communications efforts around SNAP.

DC Health Link 3/1/2011-08/10/2015

Project Management Specialist

Ashlin Management Grp

777 L’Enfant Plaza NW Washington DC 20036.

• Hiring, training, coaching, and leading call center representatives as they provide support for customers.

• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.

• Assisting other management team members in identifying trends and establishing call center goals.

• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

• Authorizing replacements or refunds.

• Taking on other tasks or projects to support employees, other managers, and call center operations. NVT Staffing 2009-2011

Recovery/Lease Up Specialist

• Supervised a team of leasing consultants to ensure maximum occupancy of rental units including contracting out temps.

• Managed with ACM renewal rate to improve the bottom line

• Coordinate promotions to increase retention

• Managed maintenance staff making sure work orders are complete and following up with residents to ensure satisfaction of work.

• Thorough knowledge of department processes

• Monitored approved and denied leave requests for schedule.

• Training in systems Yardi Active Building Building link Onesite Blue Moon Zoho Voyager CRM Knock

• Maintain closing ratio

• Answer and follow up on escalated issues

Education:

BFA-Ballet Performance/Dance The University of the Arts Graduated 2013 Diploma Eastern Senior High School Graduated 2009

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