Diamond Brown
Greensboro,NC
Summary
Dynamic Housing Specialist with a proven track record at High Point Housing Authority, excelling in data analysis and client advocacy. Successfully implemented community outreach programs, enhancing housing access for low-income families. Recognized for exceptional problem-solving skills and commitment to regulatory compliance, driving positive outcomes in affordable housing initiatives.
Overview
12
12
years of professional experience
Work History
Housing Specialist
High Point Housing Authority
High Point, NC
11.2020 - Current
- Performed assessments to determine individual limitations and strengths.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Communicated with housing managers and rental agencies on behalf of clients.
- Monitored housing market trends to advise clients on optimal times to search for or secure housing.
- Reviewed applications and documents for accuracy and completeness.
- Educated clients on lease and rental agreements.
- Referred clients to substance abuse treatment programs and outpatient dual diagnosis treatment programs.
- Participated in community meetings to discuss housing issues.
- Reminded patients to take prescribed medications or nutritional supplements.
- Researched and analyzed data related to housing needs and trends.
- Assisted in the implementation of public housing policies and procedures.
- Maintained accurate records and documented client data in company databases.
- Managed housing subsidy programs, ensuring compliance with federal, state, and local regulations.
- Provided training sessions on topics such as fair housing laws, tenant rights and responsibilities.
- Responded promptly to inquiries from residents regarding their rights under applicable laws.
- Performed statistical collection to track tenant communication and applicant data.
- Developed and managed budget for housing programs, ensuring efficient use of resources.
- Maintained residential tenancy agreements for renewal or termination following program guidelines.
- Evaluated the effectiveness of housing programs, making recommendations for improvements based on data analysis.
- Assisted clients in completing housing applications and securing necessary documentation.
- Made referrals to utilize community resources for resident's needs.
- Negotiated leases between landlords and tenants in order to secure affordable rental units.
- Conducted comprehensive assessments of clients' housing needs, preferences, and financial capabilities.
- Coordinated with maintenance staff to address and resolve housing repair issues promptly.
- Trained new staff and volunteers on housing policies, procedures, and best practices.
- Assisted clients with permanent housing transitions.
- Implemented community outreach programs to raise awareness of housing services and resources.
- Monitored client progress and updated case files accordingly.
- Developed and maintained relationships with local landlords and property management companies to secure housing options.
- Investigated complaints regarding substandard living conditions or landlord and tenant disputes.
- Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
- Supervised personnel directly engaged in housing program administration, maintenance and clerical support.
- Prepared correspondence, forms, and presentations as needed.
- Developed housing assistance plans for low-income households.
- Obtained quotes from contractors for repair work to maintain property.
- Served as a liaison between governmental agencies and other stakeholders involved in providing safe and affordable housing solutions.
- Consulted and collaborated with other professionals to provide continuity of patient-family care.
- Assessed eligibility of applicants in accordance with predetermined criteria to fill vacancies.
- Utilized housing software systems to track client progress, housing inventory, and financial assistance disbursements.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Prepared and submitted reports to management and funding sources, highlighting program achievements and challenges.
- Provided assertive community-based rehabilitation and case management services to high-risk mentally ill patients.
- Found affordable housing options for individuals and families.
- Guided clients through transition to independent living within community.
- Facilitated housing workshops and seminars for clients covering topics such as tenant rights, budgeting, and home maintenance.
- Built and maintained strong relationships with patients by successfully resolving issues and responding promptly to phone inquiries.
- Maintained accurate and confidential client records, including case notes and financial documents.
- Coordinated with social service agencies to provide clients with access to supportive services.
- Provided crisis intervention services to clients facing eviction or homelessness.
- Prepared patients for self-management and decision-making responsibilities.
- Worked closely with disabled or impoverished individuals to locate helpful financial resources and community programs.
- Connected individuals with relevant community resources and coordinated referrals.
- Verified assets and income for applicants.
- Empowered patients and families to negotiate with resource providers and make decisions on own behalf.
- Negotiated lease agreements on behalf of clients, advocating for favorable terms and conditions.
- Conducted assessments to determine eligibility for rental assistance programs.
- Advocated for affordable housing initiatives at community forums and government meetings.
- Facilitated communication between landlords, tenants, social service providers, government agencies, legal representatives.
- Organized outreach activities to inform residents about available services.
- Collaborated with social workers to support patients.
- Advised clients on their rights as tenants in accordance with local laws and regulations.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Maintained accurate records, files, and reports of program activities.
- Formed partnerships to increase awareness of housing for economic competitiveness.
- Inspected properties to ensure they meet safety standards prior to tenant occupancy.
- Conducted housing inspections to ensure properties met health and safety standards.
- Interviewed potential clients, collecting personal information to determine eligibility for social assistance.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
- Implemented property inspection procedures to maintain compliance with housing codes.
- Developed housing policies and procedures in alignment with organizational goals and legal requirements.
- Provided technical advice on affordable housing issues.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
- Operated equipment and machinery according to safety guidelines.
- Exceeded customer satisfaction by finding creative solutions to problems.
Customer Service Representative
Breeden Real Estate
Greensboro, NC
01.2014 - 10.2025
- Strengthened customer retention by offering discount options.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Provided top quality control and eliminated downtime to maximize revenue.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Promoted available products and services to customers during service, account management and order calls.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Maintained a high level of professionalism when dealing with difficult customers.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Conducted regular follow-up calls with customers after resolving their issues.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Oversaw warranty counseling process to manage expense controls.
- Answered customer inquiries via phone, email, and chat.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Supported sales team members to drive growth and development.
- Took special orders in person and over telephone, generating additional revenue every month.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Contacted customers about potential service upgrades, new services and account changes.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Developed strong relationships with customers by providing personalized assistance and support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Prevented key account losses by researching discrepancies and correcting problems.
- Updated system with order specifics and customer details, preferences, and billing information.
- Developed positive relationships with customers through friendly interactions.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Developed strong customer relationships to encourage repeat business.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Collected deposits or payments and arranged for billing.
- Led on- and off-site customer support teams across multiple time zones.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Mentored junior team members and managed employee relationships.
- Provided accurate information about products and services to customers.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Answered inbound calls, chats and emails to facilitate customer service.
- Excelled in exceeding daily credit card application goals.
- Implemented innovative methods for streamlining the customer service process.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Recognized by management for providing exceptional customer service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Managed household errands and other essential duties.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Maintained updated knowledge through continuing education and advanced training.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Operated equipment and machinery according to safety guidelines.
- Completed day-to-day duties accurately and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Managed inventory and supplies to ensure materials were available when needed.
- Identified needs of customers promptly and efficiently.
- Completed routine maintenance and repair.
- Worked with cross-functional teams to achieve goals.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
Education
Bachelor of Arts - Social Work
North Carolina A&T State University
Greensboro, NC12-2025
Associate of Arts - Business Administration
Davidson County Community College
Lexington05-2019
Skills
- Data analysis
- Regulatory compliance
- Case management
- Community outreach
- Customer service
- Client advocacy
- Problem solving
- Interpersonal communication
- Team collaboration
- Issue reporting
- Collaboration and teamwork
- Self motivation
- Policy understanding
- Behavioral management
- Team building
- Professionalism
- Safety and risk assessments
- Interdisciplinary teamwork
- Community mental health programs
- Mental health crisis response
- Therapeutic techniques
- Career development
- Time management abilities
- Cultural sensitivity
- Policy analysis
- Certified in CPR/AED
- Supportive counseling techniques
- Professional demeanor
- Gerontology Basics
- Resident support
- Maintaining client records
- Crisis intervention
- Multitasking capacity
- Applications
- Mental health literacy
- Heartsaver CPR AED
- Heartsaver first aid CPR AED
- Multitasking
- Youth programming
- Client intakes
- Satori alternative to managing aggression (SAMA)
- Fair housing regulations
- Relationship building
- Homeless Services Understanding
- Conflict resolution
- Documentation skills
- Intervention strategies
- Nonviolent crisis intervention
- Social justice advocacy
- Continuous improvement
- Active listening
- Temporary housing
- Community service programs
- Data entry software
- Medical records review
- Landlord relations
- Quality assurance
- Nonviolent crisis intervention (NVCI)
- Analytical thinking
- Needs assessment
- Client recordkeeping
- Microsoft office
- Affordable housing
- Maintain records
- Teamwork and collaboration
- Report preparation
- Decision-making
Timeline
Housing Specialist
High Point Housing Authority
11.2020 - Current
Customer Service Representative
Breeden Real Estate
01.2014 - 10.2025
Bachelor of Arts - Social Work
North Carolina A&T State University
Associate of Arts - Business Administration
Davidson County Community College