Motivated administration professional skilled atbuilding strong working relationships with fellow staff, supervisors and
community members. Manager dedicated to continuous process improvement in rapidly evolving industries. Extremely results-oriented and proactive solutions oriented professional.
Sound judgment Staff training/development
Strategic thinker Conflict resolution
Microsoft Office Customer service-oriented
Data collection and analysis Public policy background
Housing programs Employee relations
Project management Public speaking
Intake ManagerJun 2014 to Nov 2015 Nan McKay － Miami, FL
Oversaw 20-member Intake team serving 14,000 Housing Choice Voucher Clients and 7,000 landlords.
Developed short and long-range action plans for individual staff member with their goals and objectives.
Presented department status at weekly executive senior management meetings.
Oversaw the New Admission project which resulted in 600 clients locating safe adequate housing.
Drafted and revised memos, budgetary documents and correspondence with clients.
Spearheaded the Homeownership team that was responsible for over 360 clients.
Management team spokesperson, conducted multiple senior management presentations at corporate headquarters.
Coordinated 300+ dwelling changes monthly for clients relocating to other subsidize housing within Miami-Dade.
Oversaw the Portability team that conducted over 50 monthly client transfers to other housing jurisdictions.
Intake ManagerFeb 2013 to Jun 2014 Florida Quadel － Miami, FL
Responsible for three supervisors, 25 staff and monthly reporting of specific metrics to senior management.
Trained, coached and mentored staff to ensure smooth adoption of a new business model, Easy Voucher.
Coordinated processes with other depts.
to maintain HUD's outstanding customer service level.
Oversaw 5 member New Admission special project team responsible for reporting progress to senior management.
Handled high profile cases from county staff and elected officials.
Managed 10 member Front Office staff handling 300+ customer inquiries and appointments for the entire company.
Coordinated New Admissions lease up project, housing over 1800 clients in one year.
Maintained close client contact and represented organization at monthly county meetings.
Assistant ManagerOct 2011 to Feb 2013 Florida Quadel － Miami, FL
Supervised 3 Occupancy Department Team Leaders and 30 member staff.
Developed weekly metric reports to ensure that over 95% of the annual certifications were completed each month.
Presented all department goals and objectives at quarterly corporate meetings.
Coordinated with Quality Assurance Department ensuring staff consistently exceeded HUD QC standards.
Architect of the 'Ambassador Program' -Strategy group comprised of the top high performing housing specialist designed to incentivize staff and learn from the top performers.
Fostered a climate of collaboration between the tenants, landlords and the organization.
Assured all public inquiries were addressed within 24-48 hours.
Managed a department that achieved High Performer Status (HUD's highest level of achievement).
Oversaw the processing of over 200 Change of Dwelling (COD) request monthly.
Served as the main point of contact with the Front Office staff.
Front Office Team LeaderMar 2009 to Oct 2011 Florida Quadel － Miami, FL
Investigated and resolved customer inquiries in an empathetic manner.
Met all customer call guidelines including service levels, handle time and first call resolutions.
Responsible for the direct supervision of 13 employees.
Fostered a work environment that encouraged continual process improvements.
Developed a Front office team that was praised both internally and externally for exceeding customer service goals.
Oversaw weekly reports for all client inquires and office visits.
Facilitated inter-departmental communication to effectively provide customer support.
Identified individual development needs with appropriate training.
Created and conducted monthly customer service trainings for Front Office staff.
Followed-through on all critical inter-departmental escalations to increase customer satisfaction.
Devised and published metrics to measure the organization's success in delivering excellent customer service.
Front Office Team LeaderJul 2006 to Mar 2009 Quadel Consulting Corporation － Baton Rouge, LA
Responsible for training new staff on policies, protocol, and procedures for Road Home Program.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and first call resolution.
Oversaw a staff of 15 members that closed over 100 grants weekly for clients that were affected by Hurricane Katrina.
Effective liaison between Pre-Closing Department and the Office of Community Development.
Selected to participate in the Road Home pilot program.
Met daily with 20 families that were directly affected by Hurricane Katrina.
Bachelor of Science, Public Policy, Planning and Management2004University of Southern California － Los Angeles, CAPublic Policy, Planning and Management
Master of Science, Public Administration2006Howard University － Washington DCPublic Administration