Houston Specialist resume example with 15 years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Senior Manager with more than 15 years of experience working with eligibility programs and vulnerable Texans. Data driven manager skilled in managing both processes and people. Skilled in operations management, human resources and working with nonprofit and government entities to meet the needs of the community. Proficient user of Microsoft software programs and MIS databases. Ready to apply expertise and experience to develop and increase production within your company.

  • Program development and management
  • Program leadership and direction
  • Continuous Process Improvement
  • Data collection and analysis
  • Customer Service
  • Planning
  • Government missions
  • Team Work
  • Project Management
  • Documentation and reporting
Work History
Houston Specialist, 10/2019 - Current
Cushman & Wakefield Inc San Marcos, TX,
  • Review documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs for over 50 tenants
  • Manage over 22 calls per day for two days a week
  • Calculate tenant rent amounts to prepare leases and contracts
  • Assist applicants in filling out housing applications and verifying assets
  • Schedule appointments with applicants to gather information and explain benefits processes
  • Assess information gleaned from interviews to determine eligibility for housing programs
  • Follow guidelines when reviewing applicant data to determine eligibility for economic assistance
Program Manager, 12/2009 - 08/2018
Alphanumeric Systems Cambridge, MA,
  • Supervised and performed human resource management functions for 49 mobile employees and 4 - 7 direct line supervisors
  • Reviewed all recommendations of disciplinary action to ensure that actions were defensible
  • Defended terminations/separations to ensure unemployment benefits were not paid by the State of Texas
  • Implemented and led monthly meetings, opening up dialog with area managers to discuss perceived barriers which led to increased communication and production
  • Created templates to assist direct supervisors with coaching sessions, disciplinary actions and eligibility for FMLA
  • Coordinated daily tasks to ensure appropriate services were being provided to vulnerable Texans in 13 counties
  • Assisted in development of policies and procedures
  • Conducted programmatic and operational audits on exploitation cases, bids and contracts
  • Recommended process and procedural changes to improve quality of service and program performance
  • Established and maintained long-range plans for quality assurance
  • Interacted with customers and clients to identify business needs and requirements
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones
  • Met with project stakeholders on regular basis to assess progress and make adjustments
  • Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material
  • Monitored financial expenditures, obligations and budgets
  • Maintained tight production timetables and quality standards to provide to Commissioner at a moments notice
  • Attended and conducted meetings to connect organizational representatives, community members and clients
  • Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals
  • Posted, screened, interviewed and hired 22 non FLSA covered employees
  • Devised tools and benchmarks to improve performance and keep teams on task
  • Collected historical data and performed research to develop program cost estimates, budgets and benchmarks
  • Analyzed and interpreted impact of federal, state and local legislation on APS program
Trainer, 06/2007 - 11/2009
Texas Dept Of Family & Protective Services City, STATE,
  • Demonstrated use of automated equipment for safety assessment classes and monitored use to maintain safety of clients
  • Developed more than 75 individualized plans to help trainees reach expectations within predetermined timeliness
  • Tracked attendance and progress against goals for 75 employees
  • Scheduled and taught classroom and online courses to increase learning opportunities
  • Quickly adapted training plans for client needs, keeping timeliness, budgets and program desires in mind
  • Identified and proactively solved internal problems related to employee turnover by revamping training approach
  • Recognized and tapped talented staff to fill key positions and maximize productivity
  • Tracked progress in Learning Station and adapted plans to maintain progress
  • Documented progress of more than 75 trainees and recommended for continued employment or termination
Adult Protective Services Specialist, 01/2005 - 05/2007
Texas Dept Of Family & Protective Services City, STATE,
  • Obtained and supplied information to Social Security Administration and Department of Aging and Disability to provide best possible guidance to clients
  • Interviewed and evaluated over 1000 clients, including conducting in home safety and risk assessments
  • Administered assessments and developed goals based on specific disabilities and barriers to performing activities of daily living
  • Collaborated with court, law enforcement and community providers
  • Communicated goals, plans and progress to guardians
  • Provided case management services, counseling, education and life-skills training to diverse, vulnerable population
  • Wrote reports and case summaries and compiled work records, including required statistics
  • Referred patients to psychiatric and medical examinations, as well as to family assessment planning teams
  • Assessed clients for abuse and neglect and compiled documentation for court reports
  • Referred clients to social services agencies
  • Investigated and documented suspected cases of abuse, neglect and exploitation
  • Interviewed individual clients, families or groups to assess situations, capabilities and problems to determine services required to meet needs
  • Secured housing, medical and mental health care for clients by working with Harris County Psychiatric Hospital, Harris County Guardianship, Harris Health and Houston Housing Authority
  • Managed caseload ranging from 25 - 45 individuals monthly
  • Collaborated with hospital social workers to assist with discharge planning
  • Collaborated with multidisciplinary teams of psychologists, physicians, attorneys, social workers and law enforcement to create and implement service plans
Bachelor of Science: Criminal Justice, Expected in 1988
University of Louisiana At Lafayette - Lafayette, LA

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Resume Overview

School Attended

  • University of Louisiana At Lafayette

Job Titles Held:

  • Houston Specialist
  • Program Manager
  • Trainer
  • Adult Protective Services Specialist


  • Bachelor of Science

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