Summary
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

De'Sha McCurdy

Detroit,MI

Summary

Personable and dedicated Customer Service Representative with extensive experience in customer support industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Work History

Cashier

SNIPES
Redford, MI
2023 - Current
  • Maintained the store's brand and overall appearance.
  • Provided exceptional customer service by managing stock and replenishment.
  • Demonstrated leadership in achieving or exceeding all established store and individual goals, driving sales and profitability.
  • Demonstrated complete working knowledge and utilization of selling skills and customer service standards outlined in Company training programs.
  • Developed and nurtured customer relationships by consistently displaying a friendly attitude and delivering exceptional customer service.
  • Made significant contributions to achieving store goals.
  • Analyzed and conveyed customer merchandise requirements to Store Management for effective store operations in our region.
  • Maintained consistent control over merchandise and successfully operated the cash wrap on a daily basis as directed.
  • Exhibited a high level of professionalism while dealing with customers.
  • Provided friendly and professional phone support.

Service Coordinator - FSS & ROSS & YouthBuild Case Manager

Detroit Housing Commission
Detroit, MI
2023 - 2024
  • Developed programs rooted in the (4) Pillars of Self-Sufficiency: Economic Empowerment, Educational Advancement, Health & Wellness, and Character & Leadership.
  • Managed and evaluated the social, psychological, and physical needs of a resident caseload ranging from 50-100, creating comprehensive service plans.
  • Reviewed and updated cases daily within applicable systems, ensuring accurate documentation and management.
  • Implemented effective monitoring systems for delivering quality supportive services to residents.
  • Delivered mediation services for resident conflicts and sought help from community resources, as required.
  • Advocated for residents by helping them access the resources needed to sustain self-reliance.
  • Educated residents on service availability, application procedures, and residents' rights through individual and group sessions.
  • Proactively reported any signs of potential abuse.
  • Supported residents and their families in determining the appropriate level of care.
  • Contributed to management's efforts in identifying residents in need of support.
  • Successfully accomplished all grant-funded metric objectives.
  • Empowered clients through education and counseling, enabling them to independently navigate the system.
  • Efficiently determined and resolved intricate issues that demanded research, effectively directing them to the relevant party.
  • Executed multiple projects in a flexible capacity.

ESG Case Manager

Lighthouse of Michigan
Pontiac, MI
2022 - 2023
  • Managed a caseload of 20 to 30 clients/families including assessing individual/family needs, developing action plans, budgeting, and monitoring of client's compliance with HUD program rules
  • Conducted client meetings and recorded information into the Homeless Management Information System (HMIS).
  • Timely completion of case notes and service transactions utilizing HMIS to accurately collect necessary data for measuring program outcomes.
  • Assisted clients in locating, securing, and managing housing.
  • Conducted regular unit HQS inspections, ensuring adherence to safety and federal/funding regulations.
  • Provided clients with information on potential eligibility for different HUD programs.
  • Oversaw distribution of grant funding based on program guidelines.
  • Demonstrated flexibility and adaptability by successfully completing multiple projects.

Operations Associate - University Advancement

Lawrence Technological University
Southfield, MI
2016 - 2020
  • Performed in-depth data analysis and conducted comprehensive research for the Coordinator of Advancement Services
  • Provided support to university staff in achieving accurate data entry and collection.
  • Streamlined processes for data collection and production of annual Jubilee Society Book.
  • Spearheaded the planning and execution of the bi-annual Marcum Customer Service Awards, ensuring seamless award logistics.
  • Executed diverse projects based on requirements.

Customer Care Representative

Strategic Staffing Agency-DTE Energy
Detroit, MI
2015 - 2015
  • Handled a wide range of customer requests in both commercial and residential sectors by effectively utilizing telephone conversations, faxes, written correspondence including emails as well as the company's central database.
  • Managed complaint processes, investigating and identifying root cause across multiple markets.
  • Collaborated with cross-functional teams to enhance efficiency and meet project deadlines.
  • Monitored and trended key performance indicators for both internal and regulatory service levels, while developing and maintaining relationships with regulatory bodies as well as industry.
  • Collaborated with teammates in a contact center environment to support customer interactions by carrying out essential tasks within the data application.
  • Developed proactive solutions and provided efficient troubleshooting for urgent customer queries, serving as a primary resource in resolving front-line issues.

Administrative Assistant

Community Housing Network
Troy, MI
2009 - 2014
  • Assisted in providing HR support to both the Human Resources Manager and Director of Operations. Also, helped with administrative tasks involving state and federal grant reporting for the Director of Resource Development and Communications, while offering aid to the Housing Counseling Supervisor.
  • Managed and organized staff training records, personnel records, and new hire paperwork while conducting new hire orientations.
  • Implemented a cost-saving method resulting in annual postage cost savings of up to $2,000.00 for the organization.
  • Modernized file organization and retention methods for employee personnel files.
  • Implemented innovative filing systems for accounting staff and auditors, positioning our company as a leading model for best practices.
  • Created and enforced policies to ensure client-counselor agreement for counseling effectiveness.
  • Delivered extensive grant reports to various state and federal funders consistently and punctually.
  • Managed the development and processing of packets and case files, ensuring accuracy in auditing procedures.
  • Formed collaborative partnerships with MSHDA Lenders and housing inspectors, ensuring the success of the First-time Homebuyer program.
  • Designed and executed an impactful client survey that resulted in numerous improvements to departmental processes.
  • Scheduled and coordinated classes, meetings, and department member schedules.

Education

Bachelor of Arts - Business Administration

Central Michigan University

Skills

  • Superior customer support
  • Interpersonal communication
  • Professionalism
  • Document review and management
  • Compliance monitoring
  • Data entry and analytics
  • Complaint management & Conflict Resolution
  • Attention to detail
  • Quick software learning

Accomplishments

  • Owner of Virtuous Content & Designs, LLC.

References

References available upon request.

Timeline

Cashier

SNIPES
2023 - Current

Service Coordinator - FSS & ROSS & YouthBuild Case Manager

Detroit Housing Commission
2023 - 2024

ESG Case Manager

Lighthouse of Michigan
2022 - 2023

Operations Associate - University Advancement

Lawrence Technological University
2016 - 2020

Customer Care Representative

Strategic Staffing Agency-DTE Energy
2015 - 2015

Administrative Assistant

Community Housing Network
2009 - 2014

Bachelor of Arts - Business Administration

Central Michigan University

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De'Sha McCurdy