Testimonials
“It’s nothing like all the classes that we had before.”
In 2015, I created an annual series of customer service seminars and workshops for the District of Columbia Housing Authority. Participants included call center agents, customer service specialists, housing inspectors, property managers, police officers, and other frontline staff.
Each year, the class met once a week for five months to learn and brainstorm about customer service, communication, and brand management. This popular program ran from 2015 until the COVID-19 shutdown in 2020.
Graduates shared that the classes helped them better communicate with and relate to their customers — many described the program as transformative. The school became a platform for frontline staff to share feedback, co-create solutions, and collaborate across divisions — driving innovation and customer-centric culture.
Click below to listen to video testimonials from the program participants.
All video content is the property of the District of Columbia Housing Authority and is shared here via their official YouTube channel.
Housing Maintenance Request System
“The work order application, I know for me, has been very beneficial. It helps out a lot with the speed of calls. Instead of the customers waiting on the line for a work order, the call center is able to just submit them. The vast majority of our customers are very enthusiastic and pleased with the new system.”
(Customer Call Center Ringing Up Excellence, DCHAccess, District of Columbia Housing Authority newsletter, March 21, 2016)
“Customer service levels within the call center have increased from a 75 percent answer rate in 2014 to a 93 percent rate in 2017 because the system streamlined much of their work. Property management and maintenance staff have been able to better manage their time and resources with accurate descriptions of issues.”
(A Streamlined Tool Increases Customers Service And Improves Efficiency At DCHA, DCHAccess, District of Columbia Housing Authority newsletter, March 7, 2018)
AI-Enabled Operational Transformation
“ILA has achieved significant accomplishments that have modernized our organization, strengthened our systems, and advanced the efficiency and effectiveness of our operations.”
(President's Award, International Listening Association, September 16, 2026)
