Customer Service Manager

Jacinta Hutchinson

Records Manager

Houston, TX

*****************@***.*** - 504-***-****

To obtain a position that will enable me to use my strong organizational skills, educational background, and

ability to work well with people within customer service management where my experience can be utilized to

improve customer satisfaction.

WORK EXPERIENCE

Landlord Liaison and HVCP Customer Service Records Manager

Housing Authority of New Orleans (HANO) - New Orleans, LA - 2000 to January 2013

Landlord Liaison Manager

Enforced policies and procedures of HUD; responded to needs of the Landlords and Tenants of HANO.

Analyzes HANO's needs for housing for HCVP applicants, and recruits landlords and units to fill that need.

Helped achieve significant lease-up.

Assisted with Resolution for landlord and tenant/lease violations. Coordinate and scheduled landlords Monthly

Meeting. Markets the HVCP Program city-wide to investors, realtors, landlords, including at community and

social events, recruiting landlords to program and about 100 listings per week for over three years.

Served as HANO's representative at public meetings to acquaint the public with the HCVP program and to

promote favorable response to activities.

Met with local, state, and federal elected officials, professional firms and organizations, and other interested

groups on issues relative to the HVCP program.

Developed and maintained a computerized database identifying property listings and tracking and monitoring

available units for Section 8 program.

HVCP Customer Service Records Manager

Responsible for maintaining accurate client file database & addressing landlord and tenant grievances, in

addition to, ensuring superior customer service standards were maintained.

Ensured the development and maintenance of the Housing Choice Voucher Program client file database for

current, expired, and archived files.

Managed and trained ten employees; supervised the work of the File Clerks on specific projects and

assignments.

Investigated missing file inquires; coordinate efforts to locate, secure, and retain files.

Coordinated the review of lists of files checked out to individual users and oversees the efforts to secure the

return of those files.

Conducted quality control reviews, coordinate the collection, compilation, analysis, and reporting of production

statistics for tenant/landlord housing agreements.

Provide tenants and landlords with status of current, expired, and current cases.

Documented and investigated tenant and landlord grievances, and delegated tasks to appropriate

departments/personnel.

Make recommendations for resolution of tenant and landlord grievances.

Facilitated tenant/landlord & case worker interaction, through one-on-one counseling sessions, to ensure

grievances were properly met.

EDUCATION

B.A. in Elementary Education

Southern University - New Orleans, LA

1982

SKILLS

Microsoft Office, Yardi

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