Ronisha Cooper
Washington,United States
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis, and customer service. Adept at quickly learning new technologies and processes for driving success. With a proven track record of successfully handling multiple projects and developing innovative solutions. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
I am highly motivated, energetic team player who is dedicated.
A top-notch communicator with excellent time management, administrative, and customer service skills with attention to detail. Being flexible, and proven organizational management skills allows me to perform well under pressure while being as punctual as possible, multitasking to work above and beyond the call of duty.
Overview
9
9
years of professional experience
Work History
Housing Regulations Specialist
Dept. of Housing & Community Development
04.2024 - Current
- Help create, navigate, and train constituents, and colleagues with new rent control database roll-out
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
- Monitored industry trends to adapt strategies accordingly.
- Developed effective improvement plans in alignment with goals and specifications.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
- Devised and implemented processes and procedures to streamline operations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
Contact Representative (HRA)
Department Of Housing
11.2017 - 03.2023
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients for DHCD/ Rental Accommodation Division
- Approved and terminated customer contracts upon request.
- Compile status and performance reports for team leaders to address company strengths and weaknesses.
- Delivered prompt service to prioritize customer needs.
- Collaborate with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Respond proactively and positively to rapid change.
- Developed and updated databases to handle customer data.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained detailed database to a accurate tracking system
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with stakeholders, outside entities, and management teams to develop solutions and accomplish shared objectives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Interviews and explains specific rent stabilization requirements to landlords, tenants, and other individuals
- Identifies and resolves discrepancies landlords and tenants and other individuals may have related to program issues or documentation; serves as a mediator to resolve issues, and facilitate the disposition of inquiries complaints
- Greet and respond to all visitors with housing inquiries located in the Service Center.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Sought ways to improve processes and services provided.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
Administrative Assistant (ODR)
Department Of Housing
12.2015 - 01.2017
- Collect the Financial Statements that are due from All In house staff members
- Obtain the list of staff that have been hired and have been resigned monthly
- Obtain the Personnel list of employees for their next of kin in case of an emergency
- Track and maintain a list of the documents that the Chief Program Officer's has reviewed
- Responsible for sending out ANC letters informing the community when a development is coming online; keep track of the ANC vote in support or opposition of the project
- Responsible for the Agency Monthly Calendar; Print out director's calendar daily
- Responsible for the onboarding administrative tasks as well as those tasks associated with the MSS reboot training and genius hour trainings
- Responsible for setting up for the Conferences HR is having or facilitating
- Transcribing the minutes for the various meetings and training
- Set up meetings for director and chief of staff, as necessary
- Set up travel as necessary
- Maintain the O-Drive
- Type letters as needed and file once completed
- Answer telephone inquiries; Respond to and clear as many email messages as possible daily
- Update contact list when director gives me business cards
- Maintain the Supply list and the supply cabinet in the Copier room functions as needed
- Responsible for answering all office calls to include screening calls, transferring calls, responding to inquiries, and taking messages.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Developed strategies to streamline and improve office procedures.
- Assisted coworkers and staff members with special tasks on daily basis.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Managed filing system, entered data and completed other clerical tasks.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Volunteered to help with special projects of varying degrees of complexity.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Liaised between clients and vendors and maintained effective lines of communication.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
Education
Certs
Skills
- Customer Relations
- Emergency Response
- Team Collaboration
- Quality Assessment
- Analytical Thinking
- Decision-Making
- Quantitative skills
- Issue Research
- Task Prioritization
- Quality Assurance
- Expert Problem Solving
- Problem-solving Abilities
- Data Analysis
- Management Collaboration
- Resource Allocation
Timeline
Housing Regulations Specialist
Dept. of Housing & Community Development
04.2024 - Current
Contact Representative (HRA)
Department Of Housing
11.2017 - 03.2023
Administrative Assistant (ODR)
Department Of Housing
12.2015 - 01.2017
Certs
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