DeAnna Garlad

Responsible for professionally interfacing with MPB non-acute customers and internal employees to handle a variety of pre-sale or post-sale service functions. Receive inbound calls, emails, and requests to determine root cause. Resolve or escalate as necessary following standard operating procedures. Customer-centric professional with a proven track record of delivering exceptional service in a remote setting. Thrived as the frontline ambassador, tackling inquiries with empathy. Skillfully navigated various communication channels, ensuring customers felt valued and heard. Collaborated seamlessly with virtual teams, maintaining a dynamic and positive work environment. Mastered product knowledge and industry nuances while exceeding performance metrics. A dedicated, results-driven team player, committed to transforming challenges into victories.

Assessed progress regularly and adjusted wraparound plans accordingly, ensuring continued alignment with family goals. Educated families about their rights within the child welfare system, advocating for equitable access to necessary supports and services. Implemented culturally responsive practices, respecting diverse backgrounds and integrating cultural perspectives into wraparound services. Gained experience in conducting comprehensive assessments and implementing tailored plans to address unique needs. Skilled in crisis intervention, resource coordination, and fostering a supportive environment. Adept at building strong rapport with clients and maintaining a client-centered focus. Committed to utilizing creativity and flexibility to overcome challenges and ensure the success of the Wraparound process. Demonstrated ability to navigate complex situations with empathy and resilience, contributing to the well-being and growth of those I serve.

In my role, I meticulously maintained thorough session records, encompassing progress notes, daily logs, incident reports, and program updates. I played a pivotal role in guiding clients through social skills training, employing techniques like positive reinforcement, prompting, and behavior shaping. Additionally, I provided essential support for clients in cultivating self-help skills, fostering independence in activities such as dressing, toileting, and eating. I closely monitored clients' progress towards their goals by implementing robust data collection and analysis methods. During critical situations, I adeptly executed crisis management, utilizing de-escalation techniques such as redirection and calming strategies. My commitment extended to the continuous evaluation of individualized treatment plans, ensuring their effectiveness and the overall progress of those under my care

Supervised day-to-day operations to meet performance, quality and service expectations. Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies. Adept at maintaining organized records, handling leasing processes, and coordinating property maintenance activities. Skilled in addressing tenant inquiries, resolving issues promptly, and fostering positive resident relations. Proficient in conducting property tours, executing leasing agreements, and implementing effective marketing strategies. Strong financial acumen demonstrated through rent collection, budget management, and expense tracking. Collaborative team player with excellent communication skills, contributing to a well-managed and thriving multifamily community.

Throughout the duration of my college career I worked in student housing. During my time at, American Campus Communities, I was internally promoted three times. Climbing the ladder from from entry level position, as a Community Assistant, to Leasing Manager, allowed me to gain experience and knowledge of administrative, clerical procedures, and systems. Such as word processing, managing files, audits, and records in LAMS. Along with covering tour guidelines, phone shops and e-mail follow-up per protocol. I leverage my foundational experiences to thrive in the Leasing Manager role, where I continue to contribute to the success of the property while advancing my career. Practiced quality problem solving and conflict resolution skills. My responsibilities encompass orchestrating the entire leasing process, from conducting property tours, processing applications, and roommate disagreements. I excel in cultivating positive tenant relations, addressing inquiries, and ensuring a seamless move-in experience. Work with maintenance department to ensure apartment turnovers, moves-in, move-outs, and work order requests are completed to company/community standards.