Diana Talamantes
Arvada,CO
Summary
Proven track record in enhancing client housing stability and financial independence, notably at Colorado Housing Connects Brothersredevelopment. Excelled in individualized client support and active listening, significantly improving service delivery outcomes. Demonstrated expertise in effective communication and problem-solving, leading to increased customer satisfaction and operational efficiency.
Overview
19
19
years of professional experience
Work History
Housing Navigator
Colorado Housing Connects Brothersredevelopment
02.2020 - Current
- In the role of Housing Navigator I provide individualized support to each caller and help them develop a plan to find and sustain safe and long-term housing, or to address a specific housing need. as a Housing Navigator I have to identify each area in which clients need assistance to accomplish the outlined goals and objectives (i.e., applying for public benefits, identifying subsidized housing, etc.) and provide follow up to secure a desired outcome.
- I answer incoming calls, collects caller data, assess caller's housing needs, identify community resources and provide navigation of appropriate referrals. I also create a simple action plan to ensure positive outcomes. Facilitate transfers for service to others Brothers Redevelopment programs, including Brothers Property Management (Affordable Housing), Housing Counseling and the Aging in Place/ Senior Services department. I meticulously capture necessary data from incoming callers.
- I also use questioning and listening skills that support effective telephone communication. I also effectively deal with emotional, angry and/or upset callers. I also perform other duties as assigned.
Assistant Store Manager
Christopher & Banks
03.2015 - 09.2018
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
Sales Leader/ Pier One
Pier One Imports
10.2014 - 03.2015
- Enhanced product knowledge within the sales team through continuous training and workshops.
- Served as an associate coach and Manager on duty for the customer service and selling behaviors in the absence of the store manage.
- Kept associates knowledgeable, informed and focus through continuous communication, reinforcement and feedback in the absence of the Store Manager.
- Coordinated receiving, pricing, assembling and processing of merchandise for placement onto floor. Adhered to company freight, flow and merchandise processing program.
Sales Business Manager
Dillards Department Store
02.2012 - 09.2014
- Increased sales revenue by developing and implementing effective sales strategies. 2 million dollar department.
- Led comprehensive market analysis, identifying trends and opportunities for business growth.
- Conducted regular competitor assessments, ensuring comprehensive understanding of market dynamics for strategic planning purposes.
- Expanded market share with the establishment of new business partnerships and client relationships.
- Set up Special Promotional Events to strategically promote and increase business sales
Customer Service Representative
Nationwide Insurance Agency
11.2008 - 02.2010
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
- Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity. Developed a deep understanding of customer service .
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
- Met customer service objectives by providing superior customer service to Spanish-speaking customers.
- Utilized Spanish proficiency to build relationships with Spanish-speaking customers.
- Called potential and existing clients to develop new business, cross-selling new products to the insurer's needs.
- Process insurance applications with review of agent, which generated new leads from referrals from clients.
Apartment Leasing Agent
La Mirage Apartment Homes
12.2005 - 02.2007
- Managed move-in and move-out processes efficiently, minimizing vacancies by coordinating unit turnovers quickly and effectively.
- Collected monthly rent payments and other fees, always properly recording, and processing money.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues in a timely manner.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
- Developed strong relationships with potential tenants through personalized tours, providing detailed information about available units, amenities, and community features.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Facilitated open lines of communication among tenants, property management staff, and maintenance personnel to ensure smooth operations within the community.
- Maintained up-to-date knowledge of local housing regulations to ensure compliance with all applicable laws and guidelines.
- Collaborated with maintenance staff to coordinate repairs and upgrades as needed, ensuring all units remained in excellent condition for both current residents and prospective tenants.
- Maintained meticulous records of lease agreements, rental payments, and other relevant documentation to ensure accurate financial reporting and tracking.
Education
No Degree - Business Management
El Paso Community College
El Paso, TXLVN - Nursing
Emerald Nursing School
El Paso, TX11.1996
Skills
- Individualized client support by helping each client develop a plan to address their barriers, assess their budget and financial capacity, and maintain and sustain long-term housing
- Active Listening
- Effective Communication
- Interpersonal Skills
- Professionalism
- Time management abilities
- Problem-solving aptitude
Languages
Spanish
Native or Bilingual
Timeline
Housing Navigator
Colorado Housing Connects Brothersredevelopment
02.2020 - Current
Assistant Store Manager
Christopher & Banks
03.2015 - 09.2018
Sales Leader/ Pier One
Pier One Imports
10.2014 - 03.2015
Sales Business Manager
Dillards Department Store
02.2012 - 09.2014
Customer Service Representative
Nationwide Insurance Agency
11.2008 - 02.2010
Apartment Leasing Agent
La Mirage Apartment Homes
12.2005 - 02.2007
No Degree - Business Management
El Paso Community College
LVN - Nursing
Emerald Nursing School