**** ***** ****** *****: 312-***-**** Chicago, IL

***** *****: ad48ci@r.postjobfree.com

Teleisa Coffee

**/**/**** ******* *** Resurrection Project

Director Of People Operations and Centralized Intake

• Develop and implement HR strategies and policies to support the organization’s goals and objectives.

• Oversee recruitment and hiring processes, ensuring the acquisition of top talent.

• Manage employee onboarding, training, and development programs to foster a positive and productive work environment.

• Lead performance management initiatives, including goal setting, performance reviews, and employee recognition programs.

• Ensure compliance with labor laws and regulations, maintaining accurate employee records and documentation.

• Collaborate with cross-functional teams to address employee relations issues and provide guidance on conflict resolution.

• Drive diversity and inclusion initiatives to promote a diverse and inclusive workplace culture.

• Develop and implement streamlined processes for centralized intake, ensuring efficient and effective handling of incoming requests and data.

• Manage budgets to ensure efficient allocation of resources and cost-effective operations.

• Monitor and analyze data related to intake processes, identifying areas for improvement and implementing necessary changes via Salesforce.

• Manage the entire Five9 call center cloud-based system.

• Overseeing operations, staffing, and performance to ensure excellent customer service.

• Lead technical aspects of the call center, including system maintenance, troubleshooting and implementing new technologies to enhance efficiency.

• Develop and enforce quality assurance measures and KPIs.

• Provide leadership and guidance to the newly integrated teams of intake and people operations staff, fostering collaboration and ensuring a seamless transition. 05/17/2021-05/19/2023 The Resurrection Project Chicago, IL PROGRAM MANAGER

• Executed and analyzed federal grant contracts with the Department of Housing and Department of Finance.

• Provided leadership, training, and coaching to over 10 supervisors, 74 case managers, 6 grant closers, 13 city partners, & 8 delegate agencies.

• Administered final approvals & closings of 14,000+ grant applicants seeking Pandemic Relief funding for rent &/or utilities through the City of Chicago Emergency Rental Assistance Program in the amount of $190 million in federal grant money.

• Regulated quality control to assist with minimizing grant errors. Experience

• Facilitated and created systems in Salesforce, Unqork, and Yardi CRM to ensure reporting was standardized and accurate.

• Assisted with Request for Proposals (RFP’s) for agencies interested in contracts with the City of Chicago adherence to scopes of services through the supervision of projects under federal rental assistance grant funds.

• Organized an eviction program with Early Resolution Program for a referral-based approach to assist tenants in immediate need of rental assistance.

• Operated, created, monitored an online cloud-based call center in Five 9

• Created call center IVR script

• Created weekly visual data reports using Tableau and Microsoft Excel.

• Conducted quality control review in the financial comptroller CRM for csv payment processing files submitted to Department of Finance daily with over 100+ payments daily.

• Successfully closed out the Emergency Rental Assistance Program assisting over 14,000+ Chicago residents with recognition from the U.S. Department of Treasury in the national news.

08/2016-05/01/2021 Caliber Home Loans, Inc Itasca, IL

Mortgage Loan Processor/Client Relations Manager

• Review title reports, payoffs, appraisal, income documents, hazard insurance and all supporting conditions for compliance submitted loans for underwriting review.

• Conduct daily reviews with internal and external business partners for outstanding conditions.

• Update all internal computer systems and loan files with notes regarding loan process and status.

• Communicate with manager and internal business partner on multi-state pipeline status and update files accordingly.

• Processed and managed a pipeline of over 200 loans VA -Conventional- FHA & Streamline Loans.

• Ordered 4506- UDM’s and complete Verbal VOE’s to get files ready for final review.

• Coordinate scheduling of loans closing with internal closing department. 02/2015-08/2016 Caliber Home Loans, Inc. Itasca,

IL

Registration Analyst

Reviewed submission package for required documentation and audited docs for State and Federal Compliance.

• Communicated with internal originators and business partners regarding discrepancies and missing documentation.

• Completed all data entry required for submission to Underwriting.

• Generated, reviewed, and released initial disclosures to borrowers.

• Ordered and reviewed all necessary documents; appraisals, title, insurance, payoffs, credit report and all others that were required.

• Reviewed for accuracy all documents along with disclosures required by Federal and State regulatory, rate locks, and income documents.

• Submitted loan files to underwriting.

09/2009-01/2015 Comcast Woodridge, IL

Real Time Analyst

• Analyzed call center adherence for over 400+ employees.

• Generated daily report in Salesforce.

• Maintained office services including preparing payroll and controlled correspondence using data from CSG and Einstein CRM.

• Made proposals for managers on behalf of the company to save money with real time data.

• Prepared all invoicing for all jobs performed including billing. Education

Kenwood Academy High school Highschool Diploma

• 09/2005 – 06/2009

Purdue University Pursuing bachelor’s degree in business Administration with a concentration in Organization Leadership

• 05/2022 – Present

Skills

• Microsoft Office

• Salesforce

• Five9

• Yardi

• Tableau

• Smartsheet

• Pipedrive

• PMP Accepted for certification.

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