Shakieaocie Russell
NJ
Summary
As a dedicated customer service professional holding a Bachelor’s degree in Public Administration, I possess a strong foundation in conflict resolution and innovative problem-solving. I am eager to apply my skills to create outstanding customer service experiences and effectively address any challenges that may arise.
Overview
15
15
years of professional experience
Work History
Housing Specialist
Georgia Dept of Community Affairs
09.2022 - Current
- Certifies initial eligibility determinations, annual re-certifications, move, and interim certifications for program participants
- Determines and verifies income, assets, citizenship, medical expenses, and other eligibility requirements
- For assigned caseload
- Completes subsidy calculations and adjustments for continued participation in the HCV program
- Ensure that all files in the caseload conform to HUD and DCA Administrative Plan rules and regulations
- Maintains effective communication with participants, property owner/managers to explain regulations and violations and options to resolve violations
- Completes Rent Reasonable comparisons to ensure that units do not exceed comparable unit rents
- Prepares and submits documents to assist in the finalization of the Housing Assistance Payment (HAP) contract in a timely and accurate manner
- Accurately calculates both participant and landlord rent according to rules, regulations, and procedures
- Conduct timely review of case files.
Contact Representative
Dept. of Treasury, IRS
02.2022 - 10.2022
- IRS contact representatives help to unlock the mysteries of the tax code for individuals and businesses, primarily through the phone or in-person
- Although some IRS contact representative positions are year-round, others are only open during tax season
- These IRS professionals typically work 40-hour weeks from call centers or in IRS locations set up for personal meetings
Member Frontline Cashier
Sam's Club
12.2021 - 02.2022
- Provides member service by acknowledging the member and identifying members needs; assisting members with purchasing decisions; locating merchandise; resolving member issues and concerns; promoting the company's products and services; providing guidance and support to members regarding member self-service technology; processing member purchases; assisting members with payments according to company policies and procedures for different membership and payment types; assisting members with transactions utilizing registers or self-checkout area; zoning the area; and arranging and organizing merchandise.
Enforcement Agent
DCSS
10.2020 - 12.2021
- Establishes or modifies child support orders using Administrative Rules and guidelines; reviews case information; interviews custodial and non-custodial parents; establishes paternity as necessary; identifies parties' wages and assets; presents testimony at administrative hearings to establish, enforce or modify child support orders
- Pursues legal support enforcement actions; initiates action to collect money through garnishment of wages and assets, unemployment compensation, income tax refunds and liens placed against property; initiates contempt of court orders, financial disclosure examinations and other legal remedies to collect child support; serves civil papers as necessary.
Residential Coordinator
Developmental Disabilities Ministries
02.2020 - 10.2020
- Performs all job duties with the Agency mission, vision, and values
- Identify individual's strength, needs, and goals
- Ensures implementation of ISPs and documentation
- Acts as an advocate for individuals in regard to community relations.
Caseworker
DFCS
01.2017 - 02.2020
- Coordinating and providing care that is safe, timely, effective, efficient, equitable, and client-centered
- Handling case assignments, draft service plans, review case progress and determine case closure
- Take the extra mile and interact with patients to keep track of their progress and to ensure satisfaction
- Record cases information, complete accurately all necessary forms and produce statistical reports.
Leasing Manager
Trinity Property Consultants
08.2015 - 12.2015
- Successfully trained and managed the leasing team
- Lead team sales, marketing, and advertising
- Providing exceptional customer service to the community members and future residents
- Process rental applications, maintenance requests, clerical, and phone support
- Maintain all community members files, ensuring completeness and accuracy of documentation
- Inspected apartments, resolved resident complaints
- Additional task or duties assigned by Community Manager.
Call Center Representative/Customer Service
Invitation Homes
02.2015 - 08.2015
- Address customer service inquiries in a timely manner
- Give accurate and appropriate information to answer questions, troubleshoot issues
- Achieved customer satisfaction rating 100% within six months, exceeding corporate target
- Built customer loyalty by placing follow-up calls for customers who reported issues
- Facilitated information flow between customer service, account management
- High call volumes averaging 110 calls per day.
Assistant Property Manager- Multi family Housing
GSC
09.2012 - 12.2014
- More than 2 years experience in Management, supervising apartments, and condominiums
- Responsible for numerous activities in profiling tenants, advertising and marketing vacant units, renting, leasing, and in charge of moving out procedures
- Strong knowledge of examining leases and rental agreements
- Efficient communication with all levels of staffing office or on the field
- Strong abilities in profiling tenants, evictions, rent collection, in charge of rent roll and bank deposits
- Extensive computer knowledge, experience in Microsoft Office: Word, Excel, Power Point and Outlook.
Nurse Technician-Geriatric Psychic
CJW MEDICAL CENTER
05.2009 - 10.2013
- Direct care, observation and communication with the patients
- Collect and document patient admission, physical data and observation
- Provide appropriate information to assist the RN's with admissions and discharges.
Education
Bachelor of Science - PUBLIC ADMINISTARTION
VIRGINIA STATE UNIVERSITY
Petersburg, VA08.2002
Skills
- Gateway Systems (IES) Food stamp and Medicaid, Proficient with Yardi, MRI, leasing, and sales Knowledge of property management Experience with ISPs Microsoft (word, office,) (10 years)
- Case Management (Food Stamp and Medicaid) (4 years)
- Utilization Review (4 years)
- Mental Health (10 years)
- Documentation (10 years)
- Case Management (6 years)
- Microsoft Office (4 years)
- Developmental Disabilities Experience
- Statistics
- Office Management
- Fair Housing Regulations
Additional Information
Shakiea.russell@yahoo.com
Timeline
Housing Specialist
Georgia Dept of Community Affairs
09.2022 - Current
Contact Representative
Dept. of Treasury, IRS
02.2022 - 10.2022
Member Frontline Cashier
Sam's Club
12.2021 - 02.2022
Enforcement Agent
DCSS
10.2020 - 12.2021
Residential Coordinator
Developmental Disabilities Ministries
02.2020 - 10.2020
Caseworker
DFCS
01.2017 - 02.2020
Leasing Manager
Trinity Property Consultants
08.2015 - 12.2015
Call Center Representative/Customer Service
Invitation Homes
02.2015 - 08.2015
Assistant Property Manager- Multi family Housing
GSC
09.2012 - 12.2014
Nurse Technician-Geriatric Psychic
CJW MEDICAL CENTER
05.2009 - 10.2013
Bachelor of Science - PUBLIC ADMINISTARTION
VIRGINIA STATE UNIVERSITY
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