Executive Assistant & Branch Manager

Helen Copeland

********@*****.*** Plantation 917-***-****

Summary

Resourceful Branch Manager and Housing Counselor with over 5 years of experience in client support, program management, and operational efficiency. Proven ability to improve client outcomes by 30% through structured financial planning and 15–25% reduction in processing delays via workflow optimization. Holds HUD, NCHEC Pre-Purchase, and Post-Purchase certifications. Dedicated to enhancing client stability and contributing to organizational compliance and success through strong case management and stakeholder coordination. Work Experience

Branch Manager/Housing Counselor, Housing Foundation of America, Pembroke Pines 09/2020 – Present

Provided comprehensive counseling to an average of 40 clients weekly experiencing housing instability and financial hardship, formulating individualized action plans to enhance housing outcomes and financial stability.

Orchestrated the management of over 100 active client cases monthly, overseeing the complete cycle of intake, eligibility determination, documentation review, and case resolution. Elevated client completion rates by an estimated 30% through the implementation of structured financial action planning and sustained follow-up engagement. Facilitated 2–4 housing education workshops monthly, focusing on foreclosure prevention, financial literacy, and homeownership readiness.

Executed the meticulous processing and review of 100% of client documentation for program eligibility, preapproval, and compliance with HUD standards. Maintained a 98% data accuracy rate while inputting and updating client records within CounselorMax and HUD reporting systems.

Decreased application processing times by approximately 15–25% through the optimization of documentation tracking and case coordination workflows. Facilitated cross-functional communication for 5–10 stakeholders per case cycle, including clients, internal teams, and external agencies, ensuring punctual resolution. Ensured 100% adherence to housing counseling program requirements through diligent reporting and robust documentation control.

Teacher, Chesterbrook Academy, Sunrise

07/2015 – 09/2020

Directed daily instruction and classroom operations for 15–25 early childhood students, cultivating a structured, developmentally appropriate learning environment conducive to behavioral growth, academic readiness, and social-emotional development. Managed 20–50+ daily interactions with parents, staff, and administration, encompassing scheduling, inquiries, enrollment communications, and issue resolution, upholding superior customer service standards.

Authored and executed over 40 curriculum-aligned lesson plans annually, ensuring consistent educational delivery in accordance with early childhood learning benchmarks and state-approved guidelines.

Generated quarterly developmental progress reports for 100% of assigned students, meticulously documenting academic performance, behavioral milestones, and individualized learning outcomes for administrative review and parent communication. Enhanced parent engagement and communication efficiency by approximately 25% through structured daily updates, consistent reporting practices, and proactive communication regarding student progress and classroom activities. Provided front office support, managing 30–60 incoming calls and messages daily, ensuring accurate message routing, appointment scheduling, and timely responses to parent and prospective family inquiries.

Assisted in administrative operations, including enrollment coordination, record management, and documentation maintenance for student and staff files, ensuring compliance with organizational policies and confidentiality standards. Collaborated with administrative leadership and teaching staff across multiple classrooms, contributing to seamless program delivery, operational efficiency, and improved student developmental outcomes.

Maintained impeccable compliance in student documentation and recordkeeping processes, ensuring all files were updated, organized, and aligned with internal auditing and reporting requirements.

Contributed to an approximate 20% improvement in operational workflow efficiency through consistent classroom organization, structured communication systems, and proactive administrative support.

Education

High School Diploma, Nova High School, Davie

Skills

Microsoft Office Suite Zoom Adobe Software ShareFile NetSuite ERP Neighborly Software Thryv Software CounselorMax HUD Compliance Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) Client Relationship Management Partner & Stakeholder Engagement Community Outreach Program Coordination Public Speaking & Workshop Facilitation Business Development Support Membership & Partner Recruitment Customer Service Excellence Strategic Communication Adult Education & Training Housing Counseling Financial Education Eligibility Determination Client Intake & Case Management Data Entry & Reporting Documentation Management Cross-Functional Collaboration Relationship Building Event & Career Fair Support Administrative Operations Multi-System Navigation Problem Solving Time Management Organizational Skills Team Collaboration Adaptability Quality Assurance Advanced Scheduling Technology Proficiency Travel Cordination Calendar Management Project Management Communication Adaptability Documentation Preparation Confidentiality Proactive Thinking Strategic Prioritization

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