Shaina Batista-Santiago
New York,NY
Summary
Proven professional with experience in delivering key housing management services with relevant legislation and regulation. Exceptional partner to housing team, promoting tenant participation and community development initiatives. Dedicated to improving organization's current position and long-term financial stability.
Overview
14
14
years of professional experience
Work History
Housing Assistant
NYCHA
Bronx, NY
01.2025 - Current
- Process annual recertification verification reviewing tenants' information (income, family size, etc.) annually to confirm eligibility for continued participation in the housing program
- Process calculations to determine the tenant's share of the rent
- Review and request missing documentation, identifying missing paperwork required for completing recertifications or lease renewals, like tax returns, pay stubs, or other income verification documents
- Follow up with tenants or landlords to collect the missing information
- Ensure lease renewals are processed correctly, reviewing lease terms and making sure the rent and tenant share calculations are accurate
- Process retro payment adjustments making necessary adjustments
- Determine rent reasonableness and review HAP contracts
- Complete administrative paperwork accurately and timely
- Making sure all forms, documents, and records are accurately filled out, processed, and submitted on time
Rent Increase Specialist
Department of Housing Preservation and Development
NEW YORK, NY
05.2024 - 01.2025
- Manage a caseload of assisted or applicant household
- Initial voucher application screening
- Determination and verification of eligibility
- Client or owner briefings (internal and external meetings)
- May perform community outreach to assist Section 8 participation
- Prepare and send appropriate correspondence, track responses
- Document case files and electronic records, file preparation
- Rent calculations
- Complete Rent Reasonableness determinations
- Attend mandatory trainings
Customer Service Representative
CON EDISON
NEW YORK, NY
03.2023 - 05.2024
- Utilize company software to collect, process and address customer inquiries
- Manage upwards of 50-70 calls daily
- Identify and resolve customer complaints
- Maintain confidential records via company database
- Provide support and service information both online and over the phone
- Meet daily quotas and exceed performance metrics
Security Safety Officer/Residential Aid
WESTHAB
NEW YORK, NY
03.2022 - 03.2023
- Ensured the safety and security of clients, residents, staff, and property
- Enforced compliance of policies, property regulations and safe work practices
- Controlled access by screening and processing clients, visitors, and staff
- Utilized magnetometer / x-ray machine to detect and prevent weapons from entering site
- Identified, reported and/or detained individuals who violated rules and regulations
- Monitored, observed, and secured premises using surveillance cameras and technological measures
- Administered client intakes
- Escorted clients to appointments as needed
- Completed logs, incident reports and other required administrative documentation
- Performed administrative and front desk duties at the operations desk
- Implemented Crisis Intervention measures to de-escalate potential crisis situations
Security Officer
ALLIED UNIVERSAL
NEW YORK, NY
02.2020 - 03.2022
- Conduct perimeter security, internal security, and threat monitoring
- Responsible for the oversight of the safety and security of guests and employees
- Maintain compliance of safety and security standards
- Complete incident reports and administrative records
- Meet and provide guidance to visitors and staff
- Manage entry points through screening protocols
- Investigate and report irregularities and suspicious activity
- Enforce covid prevention measures
Server
DAVE AND BUSTERS
NEW YORK, NY
11.2016 - 02.2018
- Utilized establishment’s POS system to process and collect payments from guests
- Provided information to guest on items, food preparation and services to enhance customer experience
- Increased sales through recommendations of items, packages, and events
- Responsible for distribution of food and alcoholic/non-alcoholic beverages
- Sterilized and equipped surfaces
Finance Manager
ACCEPTANCE NOW
SPRINGFIELD, VA
04.2015 - 07.2016
- Promoted within the first three months from Customer Service Representative to Assistant Manager for exceeding goals and driving customer satisfaction
- Promoted shortly thereafter to Finance Manager for supporting company culture and leading performance sales
- Responsible for recruitment, training and performance evaluations of marketing and sales staff
- Informed investment decisions by analyzing financial information that forecasted business, industry, and/or economic conditions
- Collaborated with Advertising and Promotion managers to direct and coordinate marketing activities and policies
- Monitored sales activities and identified areas for improvement through cross-functional analyses
- Prepared merchandise display
- Conferred with customers via telephone and in person to provide information about products and services
- Processed orders, managed accounts, and resolved complaints
- Kept record of consumer transactions, inquiries, complaints, and comments, as well as actions taken
- Determined charges for services requested, collected deposits, payments, and arranged billing
Sales Manager | Apparel Manager
SPORTSZONE ELITE
WASHINGTON, DC
11.2010 - 10.2014
- Promoted from Apparel Manager to Sales manager by leading repeat customers and driving sales
- Hired, trained, and evaluated personnel in sales and marketing establishments
- Handled employee promotions and terminations
- Examined merchandise to ensure price points
- Optimized presentation of products by creating and arranging window displays
- Coordinated staff work schedules
- Set up signage and interior displays
- Tracked inventory levels
- Provided product expertise
Education
Bachelor of Business Administration - Business Management
Berkley College
Skills
- MS Word
- PowerPoint
- Outlook
- Excel
- Teams
- Interactive Desktop
- Oracle CC&B
- Adobe Acrobat
- POS
- Resident processing
- GO Section 8
- Elite
- Siebel
Skills And Coursework
MS Word, PowerPoint, Outlook, Excel, Teams, Interactive Desktop, Oracle CC&B, Adobe Acrobat, POS, Business Strategy & Policy, Principles of Management, Business Law, International Business, Financial Accounting, Sales & Customer Service Management, Managing for Change
Accomplishments
- National Honor Society of Leadership & Success
Timeline
Housing Assistant
NYCHA
01.2025 - Current
Rent Increase Specialist
Department of Housing Preservation and Development
05.2024 - 01.2025
Customer Service Representative
CON EDISON
03.2023 - 05.2024
Security Safety Officer/Residential Aid
WESTHAB
03.2022 - 03.2023
Security Officer
ALLIED UNIVERSAL
02.2020 - 03.2022
Server
DAVE AND BUSTERS
11.2016 - 02.2018
Finance Manager
ACCEPTANCE NOW
04.2015 - 07.2016
Sales Manager | Apparel Manager
SPORTSZONE ELITE
11.2010 - 10.2014
Bachelor of Business Administration - Business Management
Berkley College
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