Cheryl Harp
Charlotte,NC
Summary
Results-oriented leader with 30 years of experience in Client Service and Problem Resolution across diverse industries, including banking, insurance, and Community Relations. Recognized for exceptional attention to detail, I thrive on relationship building, research, and problem resolution. Demonstrating a proven track record in solving complex problems, my focus is on elevating customer experiences and achieving organizational success.
Overview
30
30
years of professional experience
Work History
Assistant Property Manager
HRP, RPM, & GVA
03.2023 - Current
- Oversee monthly collections and maintain high payment rates by building positive relationships with tenants.
- Increase tenant satisfaction by handling complaints/concerns professionally, promptly and appropriately, calling in repairmen, and other support services.
- Maintain accurate records of all transactions, ensuring timely reporting to senior management and owners.
Apartment Leasing Agent
Career Strategies & GVA
05.2022 - 03.2023
- Developed strong relationships with potential tenants through personalized tours, providing detailed information about available units, amenities, and community features.
- Managed move-in and move-out processes efficiently, minimizing vacancies by coordinating unit turnovers quickly and effectively.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
COMMUNITY RELATIONS SPECIALIST
The City of Charlotte
02.2017 - 03.2022
- Member of the City's Dispute Settlement Program (DSP)
- Dedicated Case Manager/Mediator for all Medicaid Mediations (done over the phone 7-10 per day)
- Mediator for the DSP team in Private Warrant Court, Summary Ejectment and No Contact Courts.
- ADA Liaison responsible for ensuring department compliance with ADA law.
- Responsible for resolution of sensitive and escalated issues for Medicaid, ADA, and Landlord Tenant team. Provide resolution via phone or emailed letters.
- Established and maintained relationships with internal and external customers to obtain additional information to provide resolution to customers.
CUSTOMER SERVICE SPECIALIST
TIAA-CREF
08.2004 - 07.2014
- Handled escalated calls and emails calmly, finding resolutions that satisfied both the company and the customer's needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Subject Matter Expert for application processing worked with internal business partners on creating and maintaining SOPs for this process
- Trained business partners in India on the institutional contract issuance process
Education
Bachelor of Arts - Business Management
University of Phoenix
Charlotte, NC08.2023
Skills
- Case Management
- Problem-Solving
- Customer Relations
- Organization and Multitasking
- Data Review and Research
- Quality Assurance
Timeline
Assistant Property Manager
HRP, RPM, & GVA
03.2023 - Current
Apartment Leasing Agent
Career Strategies & GVA
05.2022 - 03.2023
COMMUNITY RELATIONS SPECIALIST
The City of Charlotte
02.2017 - 03.2022
CUSTOMER SERVICE SPECIALIST
TIAA-CREF
08.2004 - 07.2014
Bachelor of Arts - Business Management
University of Phoenix
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