Hi, I’m
Diamond Smith
Baltimore,MD
Summary
Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture. Energetic and dedicated to assisting highly effective administrative teams and managing office operations with efficiency and grace. Excellent communication and relationship-building skills with proficiency in microsoft word, excel and powerpoint..
Overview
9
years of professional experience
Work History
Housing Authority of Baltimore City, Baltimore, MD
Program Specialist I
01.2024 - Current
Job overview
- Communicates with clients, property owners, tenants, other agencies and employees by telephone, in writing, or in person.
- Assists new clients and landlord orientations.
- Determines client eligibility and completes HUD’s re-certification procedures for new and existing clients. Verifies household composition and income, coordinated unit inspections, contacts clients, and prepares paperwork.
- Father’s information from clients concerning landlord/tenant disputes and non-payment issues.
- Prepares a variety of reports, documents, and records concerning Section 8 properties and property owners.
- Performs case management functions. Maintains and analyzes information on account activities and accurately completes related data entry.
Versant Health
Administrative Coordinator
10.2021 - 09.2023
Job overview
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Maintained office calendars to track important dates and deadlines.
- Maintained databases and contact lists to keep important contact information accurate and up to date.
- Prepared detailed documents and reports in adherence administrative processes.
- Coordinated and scheduled meetings and appointments to keep organization running smoothly.
- Created presentations and other materials to support organizational activities.
- Collaborated in timely processing of billing and accounts receivables.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
BGE HOME
Administrative Coordinator
04.2018 - 09.2021
Job overview
- Completed bi-weekly payroll for 16 employees.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated and scheduled meetings and appointments to keep organization running smoothly.
- Worked closely with others to accomplish timely invoicing and accounts receivables.
- Monitored and ordered office supplies to keep office stocked with resources necessary to function smoothly.
- Prepared detailed documents and reports in adherence administrative processes.
- Maintained office calendars to track important dates and deadlines.
- Assisted management with special projects to complete all tasks by deadlines.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
Shared Service Solutions
Member Service Representative
06.2017 - 04.2018
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
EZ PASS
Call Center Representative
04.2015 - 06.2017
Job overview
- Responded to customer calls and emails to answer questions about products and services.
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Educated customers on company systems, form completion, and access to services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
Education
The Community College of Baltimore County , Catonsville, MD
Associate of Arts
05.2023
Skills
Data Entry
- Inbound Phone Call Handling
- Schedule Management
- Calendar Management
- Workload Management
- Customer Database Systems
- Administrative Leadership
- Setting Up Cases
- Coordinate Schedules
- Special Event Projects
- Customer Service Management
- Staff Training
- Filing
Websites
Timeline
Program Specialist I
Housing Authority of Baltimore City
01.2024 - Current
Administrative Coordinator
Versant Health
10.2021 - 09.2023
Administrative Coordinator
BGE HOME
04.2018 - 09.2021
Member Service Representative
Shared Service Solutions
06.2017 - 04.2018
Call Center Representative
EZ PASS
04.2015 - 06.2017
The Community College of Baltimore County
Associate of Arts
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