Customer Service Client Relations

NYA HARPER-LITTLE

Cell 267-***-****

Philadelphia, PA 19121

***.********@*****.***

CAREER OBJECTIVE

Diligent/passionate professional with innovative skills in Client Relations/Customer Service.

PROFILE

More than 15 years of and Customer Service experience in a diverse business setting.

A highly energetic professional, able to cultivate and establish long-term and positive relationships with clients, co-workers, and outside resources.

Skilled in working as an Independent Consultant and as an enthusiastic team player.

PROFESSIONAL EXPERIENCE:

City of Philadelphia (Office of Community and Engagement)

March 2023-August 2024

Community Resource Associate

Supplied field-level outreach to connect Philadelphia residents to city anti-poverty resources such as canvassing and text banking.

Executed needs assessments, eligibility screenings, resource referrals, and enrollment/application support for residents.

Fostered relationships with internal and external city leaders and community-based organizations.

Performed case management studies and Input resident data and responses into VAN system.

Partnered with licensed professionals to further cultivate the culture of service and the evolution of DEI.

City of Philadelphia (Office of Community and Engagement)

March 2023-August 2024

Customer Service Support- (Philadelphia Water Department)

Directed residents for in-person support to neighborhood energy centers, and other supporting city agencies.

Generated surveys to determine interest and eligibility for LIHWAP (Low Income Household Water. Assistance Program). Assisted with incomplete or denied applications to protect customers from shutoffs and assisted with making payment agreements.

Assisted customer’s face to face with explanation of billing/services and conducted customer outbound calls 50 calls per day.

UESF - Utility Emergency Service Fund Philadelphia, PA

August 2021-Sept 2022

Housing Resource Specialist/Certified Home Inspection

Guided clients in locating appropriate and affordable housing.

Advised and directed clients in developing and implementing plans to remain successful in residency.

Responsible for writing reports and following regulatory state and city compliances.

Solely responsible for maintaining, updating and merging client demographics into Salesforce & HMIS systems.

Served as a liaison with landlords and utility companies to achieve stable housing for clients. Provided transportation to clients, as necessary.

Performed housing quality inspections of properties and ensured all units passed rent reasonableness as defined by HUD.

Enter required information in client database accurately and in a timely fashion.

Maintained accurate case management notes, client data, and other records via Salesforce and HMIS (Homeless Management Information System). to agency.

Advertised housing programs to landlords, developed marketing materials for recruitment of landlords and established and maintained positive relationships for the duration of the client's term.

HRMOM, LLC- Philadelphia, PA (Remote)

August 2020-May 2021

-Human Resource Assistant

Offered comprehensive administrative and clerical support to business staff and management.

Managed CEO scheduling & calendar, Performed office duties, such as telemarketing or client service inquiries, and maintained client records and financial accounts. Produced billing and processed client incoming payments.

Performed recruiting prescreening functions for employers. Including job posting, updated ATS, phone screenings, and led onboarding meetings,

Collaborated with SMC in creating graphics using Canvas and maintained social media postings for companies using Hootsuite.

Responsible for accuracy and clarity of final copy and correspondence with clients via email.

Served as point of contact for projects and Performed office duties, such as client service inquiries and client record retention.

Department of Human Services, Department of Public Welfare - Philadelphia, PA

June 2014-February 2019

Clerk Typist II/Assistant D.A. Secretary

Strong customer service focus: managed applications, information, and resources as needed.

Office management: Organized and distributed comprehensive case records to staff.

Distributed all incoming emails to assigned Caseworkers

Bounce Hair Salon

3D Beauty Bar-Philadelphia, PA

July 2011-2015

Independent Sales Consultant

Designed market strategies to provide competitive products and services.

Produced high sales volumes .

Created unique products to benefit and or enhance the wellness of clientele.

Achieved customer expectations in terms of services, features, benefits, and prices.

Merchandise handcrafted products through hostess events, vendor fairs, social media, and face-to-face interaction.

The Philadelphia Housing Authority - Philadelphia, PA

January 2007-March 2010

Asset Property Manager-Family/Senior Housing Developments

Adhered to HUD regulations and compliances for the performance of client file audits, monthly housing inspections, vacancy reduction, site transfers, and housing codes. Recertified yearly leases for existing residents.

Responsible for managing cash flow analysis of $75,000 per month.

Determined eligibility for new admissions. Primary scheduler for apartment exhibition.

Supported Resident Council Leaders and attended local community organization monthly meetings.

Managed and delegated site work assignments to maintenance staff. Generated and audited daily maintenance order requests.

Sole decision-maker for all scope of work and extensive contractor’s work.

Negotiated commercial projects and successfully navigated sales process and or transitions

Initiated Microsoft Office; Word, Excel, PowerPoint, Outlook, and McAfee systems for the completion of site goals, staff performance evaluations, and financial inquiries.

The Hartford Group (AARP) - Fort Washington, PA

July 2005-December 2006

CSR Sales Associate - Inbound Calling Customer Service Center

Initiated managed membership plans.

Established customer care relationships with AARP members.

Responded promptly to all inquiries regarding Long Term Care Health Programs.

Performed alterations and benefit modifications on various support systems.

Processed enrollment and financial payment inquiries.

Directed product requests, fulfillments, and correspondences to the work center.

Commonwealth of PA Department of Public Welfare- Philadelphia, PA

September 2002-September 2004

Clerk Typist II/Receptionist

Reviewed pertinent case record forms for completeness, accuracy, and deviation.

Analyzed interview recordings and reported demographics and inquiry transactions into CIS systems.

Systemized and distributed case records and all related materials to staff.

Retrieved daily electronic applications and generated EBT assistance cards for eligible clients.

Interpreted and processed state documents for file clearances and eligibility.

First Union National Bank- Philadelphia, PA

March 1999-September 2000

Production/Support Service Center, Film Librarian/Researcher

Researched confidential bank information, and retrieved checks and financial records at the customer’s request.

Allocated work assignments to associates.

Performed image documentation with the operation of Kodak Microfilm Systems.

EDUCATION

Bachelor’s Degree in Business Management

Completion-May 2004

Peirce College, Philadelphia, PA

Certificate of Completion in Childcare Management

Completion-June 2013

Penn Foster College

LIFE SKILLS TRAINING

Mental Health First Aid Responder certified

Narcan Training

Findhelp.org verified

MANAGEMENT TRAINING COURSES

Quality Leadership and Strategy Skills

Performance Management and Goal Setting Skills

Effective Time Management

Team Building Skills

Interpersonal Skills

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