Heather Galvan
California City,CA
Summary
- Military spouse of 14 years with experience in the military housing sector, currently serving as a Military Housing Inspector acting as the Interim Housing Manager in a supervisory role. Received the annual award for civilian achievement at the installation division by the 412 Civil Engineer Chief of Management at Edwards Air Force Base. Over eight and a half years of customer service experience, demonstrating a commitment to supporting the needs of military families and maintaining a high standard of service. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Interim Housing Manager
DOD, US Air Force
Edwards, CA
07.2024 - Current
- Ensured compliance with applicable laws, regulations, and legal documents related to military housing.
- Monitored tenant satisfaction levels through surveys and feedback sessions.
- Conducted housing inspections on and off base.
- Prepared reports on rental income, occupancy rates, and other data as required by superiors.
- Ensured that all paperwork was completed correctly prior to move-in dates for new tenants.
- Supervised personnel directly engaged in housing program administration, maintenance, and clerical support.
- Supervised dynamic team of 6.
- Provided training on new policies and procedures related to compliance initiatives.
- Facilitated weekly team meetings with staff members.
- Compiled monthly and quarterly reports.
- Provided performance evaluations on team members for contribution-based assessments.
- Managed off-base community housing rental website.
Housing Management Specialist
DOD, US Air Force
Edwards, CA
04.2023 - Current
- Provided guidance and support to management staff in developing, implementing, and evaluating policies, procedures, and practices.
- Drafted written proposals outlining recommended changes in work processes or operations.
- Collaborated with a cross-functional team to design new training programs that meet organizational objectives.
- Facilitated meetings between various departments to discuss project progress and brainstorm new ideas.
- Monitored customer feedback regarding product quality or service delivery issues and developed action plans accordingly.
- Designed surveys aimed at gathering customer insights into desired product features and functionality.
- Performed inspections and internal audits for the privatized company.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Briefed inbound members on housing policies.
- Engaged in conversation with customers to understand needs, resolve issues, and answer product questions.
Customer Experience Specialist
Balfour Beatty Communities
Cheyenne, Wyoming
11.2022 - 03.2023
- Improved product knowledge skills to understand customer needs and provide real, effective solutions.
- Facilitated move-in and move-out appointments
- Conducted move-out home inspections
- Handled customer complaints courteously using appropriate techniques, problem-solving skills, and follow-up logs.
- Collected customer feedback and recorded it into the system, sharing key details with appropriate departments and team members.
- Assisted residents with canceling and rescheduling appointments.
- Followed up with residents and confirmed appointments.
- Used Microsoft Office programs, as well as Yardi Voyager.
K-12 Substitute Teacher
Laramie County School District 1
Cheyenne, WY
09.2019 - 11.2022
- Implemented lesson plans assigned by the classroom teacher to educate students about key concepts.
- Provided notes and reports on school day activities to the primary teacher, ensuring seamless transition to return of teachers.
- Enforced classroom routines to keep students on schedule and operating at a consistent level.
- Requested as a substitute teacher based on excellent referrals and trusted performance.
- Educated students in various subjects to provide a seamless transition during the absence of the classroom teacher.
- Followed established lesson plans to continue learning trajectory.
- Delivered high quality lessons to K-12 students, with an average classroom count of 30
Substitute Teacher, K-12
Kelly Services
Cabot, Arkansas
08.2018 - 03.2019
- Kept students on task with proactive behavior modification and positive reinforcement strategies.
- Completed and filed all necessary paperwork for classroom activities, including meal count sheets, and attendance logs.
- Set up lesson materials, bulletin board displays, and demonstrations.
- Worked in all types of classrooms, including K-12 rooms, special needs, computer, pre-K, behavioral classrooms, lunchrooms, and recess.
- Followed lesson plans given by teachers.
Assistant Manager
Prevail Family Fitness
Cabot, Arkansas
07.2014 - 05.2018
- Managed scheduling for employees and classes, delegating assignments and meeting both coverage and services demands.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Assisted in hiring actions; recruited and reviewed resumes, interviewed, and proffered the best candidates.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Handled customer service by dealing with complaints, organizing stock, and answering customer questions.
- Trained team members in successful strategies to meet operational and sales targets.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Education
Professional Development Course
412 Civil Engineering Group
Edwards Air Force Base, CA02-2024
Housing Training
Air Force Civil Engineer Center
Little Rock Air Force Base, AR09-2023
Housing Referral And Relocation Course
Air Force Institute of Technology
Dayton, OH08-2023
Military Housing Inspector Course
Air Force Institute of Technology
Dayton, OH07-2023
High School Diploma -
Mississinewa High School
Gas City, IN2007
Skills
- Team building and a positive learning environment
- Strong organizational and planning skills
- Fast learner
- Adaptable
- Flexible
- Expertise in Microsoft Office Suite, Enterprise Military Housing database, and Real Page property management program
- Acqdemo knowledge
- Property Inspections
- Yardi knowledge
- Staff Training
- Military Housing expert
- Versed in the Department of the Air Force Instructions (DAFI) for Military Housing
Certification
- Brandon Act
- Department of the Air Force, combating trafficking in persons general awareness training
- Controlled unclassified information training
- Department of the Air Force operations security awareness training
- Department of the Air Force annual security awareness
- Defense Travel System training
- Environmental management system, general awareness training
- Force protection training
- Housing referral and relocation management training
- No fear Act training
- Religious freedom training
- Risk management fundamentals
- Military housing inspector certification
Additional Information
References:
Kaitlyn Miles- Supervisor
Balfour Beatty Communities
307-243-0200
Katie Carpenter- Receptionist
Freedom Elementary school
307-630-1846
Jennie Finch- Substitute coordinator
Laramie County School District 1
307-771-2122
Shelly Andalia- Leasing & Resident Manager
Mayroad
661-418-4881
Accomplishments
- Accepted Interim Housing Manager position after just 1 year of employment.
- Assisted in the National Defense Authorization Act compliance for Military Housing Inspections
- Assisted in putting together a huge event for an apartment project.
- Developed a process to utilize computer tablets for housing inspections for the Air Force Civil Engineer Center (AFCEC) they requested, by name, to present a training to 30 Military Housing Office staff at their Housing Course training at Little Rock Air Force Base. Air Force Civil Engineer Center utilized this training by posting it on their website for all Housing staff to be trained Air Force wide. Was coined by the commander of Little Rock Air Force Base for executing this training and providing all of the air-force’s military housing office staff the tools they need to be successful.
Timeline
Interim Housing Manager
DOD, US Air Force
07.2024 - Current
Housing Management Specialist
DOD, US Air Force
04.2023 - Current
Customer Experience Specialist
Balfour Beatty Communities
11.2022 - 03.2023
K-12 Substitute Teacher
Laramie County School District 1
09.2019 - 11.2022
Substitute Teacher, K-12
Kelly Services
08.2018 - 03.2019
Assistant Manager
Prevail Family Fitness
07.2014 - 05.2018
Professional Development Course
412 Civil Engineering Group
Housing Training
Air Force Civil Engineer Center
Housing Referral And Relocation Course
Air Force Institute of Technology
Military Housing Inspector Course
Air Force Institute of Technology
High School Diploma -
Mississinewa High School
- Brandon Act
- Department of the Air Force, combating trafficking in persons general awareness training
- Controlled unclassified information training
- Department of the Air Force operations security awareness training
- Department of the Air Force annual security awareness
- Defense Travel System training
- Environmental management system, general awareness training
- Force protection training
- Housing referral and relocation management training
- No fear Act training
- Religious freedom training
- Risk management fundamentals
- Military housing inspector certification
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