Customer Service Residence Life

TRENNISE HARRISON

334-***-**** *************@*****.*** RELOCATING TO ATLANTA, GEORGIA LINKEDIN

Compassionate and results-driven higher education professional with a deep commitment to student development, community building, and operational excellence. Skilled in relationship management, conflict resolution, and recruitment, with a demonstrated ability to lead with empathy and servant leadership. Proven success in managing residential programs, mentoring student staff, and fostering inclusive environments that enhance student engagement and retention. Brings a collaborative spirit and strong attention to detail to every aspect of program operations including training and evaluation to customer service and crisis response. Dedicated to creating welcoming, student- centered spaces where all voices are valued.

CORE COMPETENCIES

Student Engagement Servant & Team Leadership Operations & Vendor Management Student Affairs Coaching & Staff Supervision Recruitment & Selection Program & Fiscal Management Networking & Relationship Building Training & Development Conflict Resolution Procurement & Resource Allocation CRM Systems Cross Functional Collaboration Event Planning

Housing and Residence Life

PROFESSIONAL EXPERIENCE

Augusta University – Augusta, GA Jul 2024 – Dec 2024 Residence Life Coordinator

Resolved complex conflicts through expert mediation and restorative practices, equipping resident assistants with advanced plans to foster stronger community bonds and reduce interpersonal tensions. Forged cross-departmental partnerships with faculty, vendors, maintenance, housekeeping, and academic units while aligning residence life operations with institutional priorities to enhance student learning outcomes.

• Customer Success: Managed resolution of complex conflicts, implementing mediation techniques to drive equitable outcomes and promoting customer satisfaction. Investigated issues and maintained detailed case documentation to support accurate reporting and swift resolution.

• Leadership Training: Led comprehensive training and leadership development programs for 35 resident assistants, leveraging evidence- based practices to cultivate team collaboration, leadership capabilities, and peer mentoring effectiveness.

• Student Retention: Boosted student retention by contributing to student affairs initiatives that addressed holistic well-being, supporting academic achievement and cultivating a thriving on-campus living experience.

• Recruitment Systems: Redefined the recruitment, selection, and performance review systems by integrating structured feedback models and competency-based assessments that aligned resident assistants' roles with institutional values and goals. The George Washington University – Washington, DC Jan 2022 – Jul 2024 Housing Associate, Desk Operations

Optimized the processing of business service contracts and transactions to accelerate efficiency in payments and refunds. Maximized workflows and guest satisfaction by onboarding GW Dining’s desk, email and phone operations. Facilitated accessible housing solutions for DSS and at-risk students by coordinating ADA-compliant assignments. Maintained exemplary customer service by practicing servant leadership principles, addressing escalated concerns, and increasing the resident and guest experience. Provided front-line customer service, as well as written and verbal communication resolving escalated concerns with professionalism and empathy.

• Financial Management: Managed a multi-million-dollar summer intern program, overseeing budgeting, accounting, and reconciliation, securing over $85K in contract revenue. Streamlined the processing of business service contracts and financial transactions, including payments and refunds, enhancing fiscal accuracy.

• Leadership & Mentorship: Bolstered team performance by mentoring and leading a diverse team of 60 undergraduate student staff each year, leading professional development initiatives and promoting a culture of collaboration.

• Led regular meetings and technical training sessions to update staff on Campus Living occupancy, fostering effective communication and team alignment.

• Housing Software Adoption: Drove successful adoption of the StarRez housing software by collaborating on its implementation, creating user-friendly training materials for staff, and amplifying data management.

• Front Desk Operations: Maximized operational effectiveness at the Campus Living & Residential Education front desk by overseeing daily functions and enhancing service delivery by managing written and verbal communications. Regularly reconciled monthly expense reports of P-card, procuring for office supplies, providing critical inventory for improved office functionality.

• Staff Retention: Achieved a 95% retention rate of student staff by implementing targeted engagement and recognition strategies for augmenting team morale and continuity.

Trennise Harrison Page 2

• Award Recognition: Honored as the inaugural recipient of the Campus Living and Residential Education Team Player Award. Auburn University – Auburn, AL Oct 2020 – Jan 2022 Isolation /Quarantine Housing Manager

Delivered precise record-keeping and optimal resource management by executing room audits, engaging with multiple departments to uphold institutional excellence. Streamlined administrative functions such as student check-ins and billing processes. Assured the timely distribution of supplies and meals to residents in isolation by monitoring logistics, ensuring 100% fulfillment of their needs.

• COVID-19 Protocols: Strengthened campus-wide awareness of COVID-19 protocols by designing and launching an educational initiative, which markedly enhanced health safety practices among the student community.

• Student Experience Enhancement: Revamped check-in processes for isolation and quarantine facilities, resulting in a dramatic 30% reduction in wait times, thereby improving the student experience during critical health situations.

• Operational Development: Managed sensitive, time-critical operations supporting students in health isolation, ensuring needs were met with urgency and care.

• Enhanced operational efficiencies by improving check-in processes, reducing service waiting times by 30%.

• High Satisfaction Rate: Accomplished a 98% satisfaction rate in issue resolution by managing sensitive COVID-19 inquiries from students and parents, providing clear guidance and timely referrals.

• Data Security Protocols: Sustained impeccable data security standards by implementing comprehensive privacy protocols, successfully safeguarding student records and ensuring zero data breaches throughout my tenure. Leadership Prep School – Frisco, TX Sep 2019 – June 2020 Administrative Assistant

Transformed school communication by revamping the dispatch system for correspondence, leading to increased clarity and improved operational efficiency. Elevated attendance reporting accuracy through precise tracking of student engagement and supporting data-driven decision-making. Heightened the administrative workflow for student registration and record-keeping, accelerating user experience for students and families.

• Truancy Reduction: Championed initiatives to reduce truancy rates by creating and deploying intervention strategies aiming at promoting a supportive environment for at-risk students.

• Student Assistant Operations: Oversaw the desk operations of student assistants, cultivating a productive team atmosphere that ensured exceptional service and streamlined front-office activities. ADDITIONAL EXPERIENCE

Licensed Substitute Teaching Professional, Kelly Education Services February 2025- Present Asset Preservation Coordinator, Mortgage Contracting Services May 2018 – Aug 2019 Business Sales Manager, Dillard's Inc. Sep 2014 – Oct 2017 Teacher Assistant (Special Education), Plano Independent School District Jan 2013 – Oct 2015 College Resident Assistant, Tuskegee University Residence Life & Development Aug 2009 – May 2012 EDUCATION & CERTIFICATIONS

Bachelor of Arts in English

Tuskegee University

Substitute Teaching License

State of Alabama

PROFESSIONAL ASSOCIATIONS

Office of Sustainability Chair/Green Office Leader, Campus Living and Residential Education Jan 2022 – July 2024 Member, Association of College and University Housing Officers (ACUHO-I) TECHNICAL SKILLS

Microsoft Office Google Suite Canva RMS Mercury Banner Kronos Yardi StarRez Airtable

Adobe Ocelot Smartsheet Blackboard Box Monday Slack Salesforce Webex Cisco

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