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Customer Service Representative

Fort Worth, Texas, United States
January 26, 2018

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Kali M. Montague

Date of Birth-June **, ****

Birth Place- Bloomington, Indiana

817-***-**** or 817-***-****

**** **** ****

Fort Worth, TX 76140

Citizenship-United States of America

Summary of Qualifications

I have over 12 years of administrative, organizational and management experience in customer service; planning special events, schedule meetings, seminars and training sessions for staff. I worked as a Customer Service Representative during the aftermath of Hurricanes Katrina, Rita, Isaac and Sandy. I worked with staff to develop facility plans and objectives to include criteria, procedures, and instructions that analyzed the impact, benefits, and liabilities of various projects. I assisted in the management and directing of the long term/short term financial programs. I assisted victims to obtain suitable shelter, food and clothing. I conducted home inspections to ensure that the units past Housing Quality Standards in order for the landlord and tenant to obtain federal subsidy. I also provided advice and reviewed specific problems, to resolve planning issues. I am a self-starter and have the ability to motivate all types of people. I am a team leader with strong analytical skills and abilities to implement educational and housing programs. I have worked with student groups, special interest groups within the Fort Worth ISD school district and the general public. My written and verbal communication skills are strong, concise and effective. My primary strengths include leadership, communication, professional integrity, reliability, and a fair but firm work ethnic. I have the ability to operate the computer system.

Tarrant County Homeless Coalition

1201 East 13th Street April 2013

Fort Worth, TX 76102 $32,350 - year


Assistant Program Analyst –

Work directly with the Executive Director, case managers and homeless organizations as well as the private industry to assist in placing the homeless client in suitable housing. Work to locate different shelter to ensure that they have beds to house families, veterans, children, disabled folks, and expecting women. I organized and schedule events with the City County Council to address our funding needs. I managed and maintained the housing program contracts and grants; and evaluate homeless organizations activities to improve business and management practices; and analyzed risk assessment; acted as the liaison for industry activities, which included processing request action, preparation of quarterly and annual reports for the Fort Worth City Council. I assisted with the conducts analytical studies of various issues related to housing counseling in order to evaluate the effectiveness of current local/national policies and procedures in meeting Tarrant County Homeless Coalition objectives. I order office supplies. I organize the books of account and ensure that all vouchers accounted for, I made sure that the vouchers were transmitted to the CPA for review and approval. I attend training sessions, city council meetings and translate those events into a written report for the Agency’s files. I process check request, receivables and maintain financial files. I maintain training evaluations and follow-up evaluations using the Survey Monkey system. I kept the staff time and attendance and verified that the correct leave/sick time was accurate.

Small Business Administration (Disaster Division)

Field Operations Division – West

P.O. Box 419004 September 2012

Sacramento, CA 95841 $50,000 – year

916-***-**** ext 4453

Customer Service Representative –

I travel to various disaster locations to assist families that lost their homes and/or businesses. The disaster areas included Hurricanes Katrina, Rita, Isaac, and Sandy. In special cases, I conduct home visits to the elderly and disabled clients. I also interview and assist families with the preparation of the Small Business Administration’s government application to replace or repair the customer’s home and/or business. I collected the necessary documentation that is needed to complete the application for either a Small Business Loan or to replace/repair the customer’s home or business. I ensured that all information collected is accurate. I prepared a daily report that was submitted to our headquarters office in Washington, DC.

Small Business Administration (Division Disaster)

4300 Amon Carter Blvd., Suite 114 August 2011

Fort Worth, TX 76166 $33,346 -year


Administrative Support

I scanned and processed all incoming/outgoing mail to ensure that the correspondence reached the victims of the various Hurricanes. Once the mail was returned, I logged it into the data base. I ensured that all of the documents were current and accurate.

Lancaster Housing Agency

1425 N. Dallas Ave., Suite 101 June 2010

Lancaster, TX 75146 $29,342 - year

Rona Stringfellow- Govan, Director


Housing Counselor

I conducted annual and interim examinations for Section 8 Housing Choice Voucher participants. The examinations included verification of income and assets. I completed criminal background checks on all family members over the age of 18 years old. I ensure that the updated information was inputted into HUD’s PIC data base system timely. I conducted tenant and landlord briefing sessions annually. I answered and addressed my clients concerns and issues daily. I conducted home visits to the elderly and disabled participants. I assisted customers with completing health, retirement, educational opportunities and unemployment applications. I updated and maintaining the Section 8 waiting list. I prepared reports to management outlining LHA’s accomplishments. I conduct Housing Quality Standards inspections of all types of units, i.e., trailer homes, apartments, single family and multifamily units. I am familiar with the RIM review system.

Tarrant County Housing Agency

2100 Circle Drive, Suite 20 March 2006

Fort Worth, TX 76109 40 hours per week

Wayne Pollard, Director $25,200 - year


Occupancy Support – Clerical

I answered multiple telephone lines and ensured that the customer was directed to the right case manager. I organized and distributed all incoming correspondence, prepared briefing packets for Section 8 applicants and participants. Prepared tenant files and ensured that all documents are filed properly. I completed a criminal background check on all family members. I ensured that all employment income, Social Security, retirement pensions and assets are third partied verified via HUD’s PIC/ EIV system. I organized, scheduled, and conducted tenant briefings. I monitor the Section 8 Waiting list and update its quarterly, answer multipliable telephone lines, answer tenant, landlord and the general public questions. I research the Federal Regulations to ensure that all questions and correspondence is accurate. I am proficient in Word, email excel spreadsheets.

Arlington Housing Authority – Disaster Housing Program

501 West Sanford Street, Suite 20 September 2007-December 2007

Arlington, TX 76011 40 hours per week

David Zappasodi, Director $22.00 per hour


Customer Service Representative

I worked directly with the victims of Hurricanes Katrina and Rita as a Customer Service Representative. I addressed all concerns from landlords/tenants via telephone and or written correspondence. I researched all inquiries to ensure that the information given to the client was accurate. I filed tenant documents, input information into the software, track and monitored the tenant to ensure that they obtain suitable housing. I conducted tenant and landlord briefing sessions to explain the Disaster Housing Assistance Program (DHAP) program in detail. I answer multiple questions and schedule home visits for elderly and disabled clients to obtain additional information. I am familiar with HUD Guidebooks that govern the Section 8 Housing Choice Voucher Program, Section 8 project-base housing assistance and Section 202 elderly program. I assisted the elderly and disabled clients with completing health, retirement and SS applications so that the customer can get financial benefits.

Fort Worth Independent School District (FWISD)

100 N. University Drive

Fort Worth, TX 76113 August 1997- March 2006

Human Resources 40 hours week

817-***-**** $26,400 -year

Special Education Assistant

Work extensively with the special education students work schedules to enabled them to succeed and build morale for greater projects. I prepare and maintain weekly work plan. I provide hands-on-tutoring, schedule meetings with parents; provide information to student regarding additional educational opportunities, trade, technical schools and colleges in the State of Texas that offered reasonable or reduced

education funds for tuition. I develop and maintain custom work materials. I sub-teach all major subjects where needed. I coach and prepare students for state required tests. I grade and enter student’s progress into the FWISD computer system. I participate with FWISD staff in after school activities, which consist of the junior and senior prom, basketball, football, and volleyball games.

Educational History

North Central High School Graduated – June 1992

8620 West 86th Street

Indianapolis, IN 46260

J. Everett Light Career Center Graduated – May 1992

8610 West 86th Street Administrative Support

Indianapolis, IN 46260

University of Southern Indiana Business/Education

Evansville, IN 47234 August 1992 – 1995

Texas Educational Aide III Certification Ft worth ISD

Obtained -August 1999


Charles Eldridge

2701 Shepard Glen Drive

Arlington, TX 76015



Gayla Burton

912 Foxwood Circle

De Soto, TX 75075



Holly Malone

423 Softwood Drive

Duncanville, TX 75137


(817) 978- 5556

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