Derek Coleman

Affordable Housing | Compliance | Program Operations | Case Management

• Managed a caseload of 150+ families, ensuring accurate tenant eligibility, voucher issuance, and lease-up processing under HUD and DCHA policies, maintaining 98% compliance rate.

• Successfully processed and approved 90+ lease-up packages monthly, accelerating access to affordable housing while reducing processing errors by 30%.

• Led resolution efforts for participant and landlord disputes, serving as the primary liaison and achieving a 95% issue resolution rate within 5 business days.

• Conducted interviews and interim/scheduled recertifications, identifying and correcting $20K+ in HAP overpayments, improving fiscal accountability.

• Reviewed and recalculated rent increases based on landlord requests, generating accurate documentation to support decisions and uphold policy alignment.

• Initiated and managed HAP abatements and terminations based on recertification findings, ensuring adherence to program rules and budget integrity.

• Collaborated with community stakeholders to improve communication workflows and enhance the quality of service for low-income families across the district.

Hospitality Service | Upselling | POS Transactions

• Served 80+ guests daily in a high-volume setting while maintaining top-tier service standards, contributing to consistent guest satisfaction ratings of 95%+.

• Managed bar operations including inventory checks, restocking, and sanitation; reduced waste by 25% through effective tracking and portion control.

• Accurately processed transactions using Aloha POS, balancing an average of $1,500 in daily sales with zero discrepancies.

• Upsold specialty cocktails and seasonal items, increasing beverage revenue by 15% during promotional periods.

• Ensured compliance with alcohol service laws by strictly monitoring age verification and responsible service protocols.

Luxury Hospitality | Guest Services | Front Office Operations

• Delivered exceptional 5-star guest experiences at a Forbes-rated property, managing daily check-in/out processes for 100+ guests with zero guest complaints reported to management.

• Partnered with housekeeping and concierge to streamline room readiness and VIP requests, cutting guest wait times by 15% during peak hours.

• Resolved guest issues on the spot, improving guest satisfaction scores by 20% quarter-over-quarter through proactive problem-solving and personalized service.

• Handled high-volume reservations and special accommodations using Marriott’s internal booking system, ensuring data accuracy and seamless transactions.

• Promoted local attractions and hotel amenities to guests, resulting in increased upselling of premium services by 18%.