Shannon Scott
San Diego,CA
Overview
9
9
years of professional experience
Work History
Property Manager
San Diego Housing Commission
10.2022 - Current
- Assists in managing and coordinating the operation of the Housing Choice Voucher Program or Project-Based Vouchers
- Ensures compliance with Section Eight Management Assessment Program
- Facilitate communication with community members to assess concerns or current issues and identify corrective measures.
Customer Experience Evaluator
Ellis Partners
02.2020 - 10.2022
- Understand, explain, and apply Federal,State, or local laws, and regulations governing residential programs and outreach services.
- Inspected over 300 residential and commercial properties, conducted reviews, documented findings, and made sound judgment recommendations in compliance with policies, regulations, and organization guidelines
- Prepared written opinions or decisions regarding cases.
- Developed strong organizational and communication skills through coursework and volunteer activities
- Gained strong leadership skills by managing projects from start to finish
Crisis Responder
Volunteer
01.2018 - 04.2020
- Built safety plans to lower risks of crisis
- Handled 6-10 calls daily for organizations like the National Suicide Prevention Lifeline, Darkness to Light, Into Safe Arms, and White House comment line
- Interviewed clients, reviewed records and conducted assessments to evaluate mental or physical condition of clients or patients
- Documented and updated records of calls, agency emails, and cases handled accurately while generating reports in proper English free of grammar, spelling, vocabulary, and punctuation errors
- Formulated focused and individualized resolutions for community members to peacefully settle disputes, concerns, and current issues.
- Created, assembled, and edited presentations for new volunteers and mutual aiding agencies
- Delivered individualized counseling services to clients working through issues such as mental illness and substance abuse.
Escalations Management Specialist
Tesla Inc & Marine Corps Exchange
10.2017 - 12.2019
- Respond to complaint inquiries and concerns with products or services to help with retention by 90% and increase sales
- Mediated conflicts between staff utilizing empathy, active listening, and documenting relevant details.
- Generated comprehensive reports regarding incidents, events, and important business matters.
- Ensured confidentiality of sensitive or personal information of all applicants, employees, former employees, and other matters affecting employee relations
- Assist in developing goals, objectives, policies, procedures, and work standards.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
Communications Officer I/ Trainer
Department Of Defense
12.2013 - 09.2017
- Ensured actions have been taken to resolve all emergency and non-emergency calls using follow-up techniques
- Built emergency plans and approaches for addressing community and agency concerns
- Participated in community engagement, civic meetings, and community organizations on behave of the department
- Prepared and presented supplementary learning material to support structured lessons via Powerpoint and simulated control systems
- Evaluated risk to callers by gathering information and conducting assessments.
- Provided emergency response in crisis situations to diffuse tensions and prevent violence.
- Contributed to reductions in employee turnover by revamping training programs
Education
Homeland Security & Emergency Management
University of Alaska
Skills
- Rapport Building
- Tact
- Providing Community Referrals
- Liaison
- Conflict Resolution
- Active Listening
- Mediation
- Crisis Intervention
- Software Application Programs
- Landlord and Tenant
Timeline
Property Manager
San Diego Housing Commission
10.2022 - Current
Customer Experience Evaluator
Ellis Partners
02.2020 - 10.2022
Crisis Responder
Volunteer
01.2018 - 04.2020
Escalations Management Specialist
Tesla Inc & Marine Corps Exchange
10.2017 - 12.2019
Communications Officer I/ Trainer
Department Of Defense
12.2013 - 09.2017
Homeland Security & Emergency Management
University of Alaska
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