Customer Service Manager
Resume:
JACQUELINE WILSON
West Palm Beach, Florida
***********@*****.***
Objective: To obtain a position with a growth oriented company offering opportunity for
professional development & advancement.
Professional Experience
West Palm Beach Housing Authority, West Palm Beach, FL.
Property Manager/Housing Counselor 2005-2013
• Implemented the Housing Authority (HA) comprehensive policies and achieved programmatic goals, ensured that
residents received the highest level of service that’s in line with the HA, and Housing Urban & Development (HUD)
policies.
• Managed the housing office day to day activities and maintained a file system that is in line with HUD’s & the HA’s
policies.
• Resolved resident/customer service issues in a timely and professional manner; planned & directed staff & resident
activities.
• Conducted routine maintenance inspection of units; buildings, and the site; property control; capital improvement, and
risk management.
• Assisted with in the formation of the property’s budget. Ensures that all rents are collected and posted when due, and
performed evictions
• Approved all invoices submitted for payment in a timely manner. .
• Managed & maintained properties to making it a financially viable asset within the community.
• Worked closely with community based service providers & the judicial system.
• Ordered stock, tracked, and replenished all marketing collateral and supplies.
• Maintained & managed approximately 300 caseloads.
• Scheduled appointments; authorized housing assistance payments as needed or assigned by the director.
• Conducted interviews & obtained verification as required by federal regulations and the HA administrative
plan.
• Calculated rents for resident and landlord.
United TIL Coalition of Harlem, Inc. New York N.Y.
Executive Director/Founder 1997-2004
Founded the United TIL Coalition of Harlem Inc. (UTILCH); a Non-Profit Tenant Advocacy Organization.
• Supervised & directed all administrative function of UTILCH,
• Established all policies, developed & maintained board relations.
• Secured over $500.000.00 in funding. Delivered & coordinated various training programs.
• Negotiated and obtained a two year contract from the Upper Manhattan Empowerment Zone under President
Bill Clinton’s administration to organize low & moderate income families residing in city owned distressed
building to become low income homeownership corporations.
• Coordinated and facilitated meetings with community board members and architects.
• Oversaw capital expenditures & improvements.
• Hired trained and motivated staff; processed payroll; evaluated employee’s duties & work performance;
prepared & conducted team meetings.
Harlem Congregation for Community Improvement, Inc.
Marketing Director 1989-1997
• Developed a marketing strategy and maintained effective advertising units citywide & locally, to attract
prospective residents.
• Marketed, over three thousand newly renovated apartments/units; low & moderate income families.
• Supervised resident selection procedures; interviewed and leased up units by using the lottery process.
• Organized residential workshops/training for new residents; developed & maintained a participant database of
over 3000 names.
• Monitored and managed monthly operating budgets; prepared monthly reports.
Education: Columbia University School of Business Institute for Non–Profit Management. New York City.
Completed Certificate Program (Fall 1997). Undergraduate: 1979- Fashion Institute of Technology, New York
City. Undergraduate: 1976-John Jay College of Criminal Justice, New York City
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