Customer Service Project Based
Resume:
CATHLEEN
PONDER-HUNT
***************@*****.***
Jacksonville, FL 32209
SUMMARY
I am a dedicated, experienced, skilled employee with twenty-seven (27) plus years of experience in housing, who is willing to take on new challenges and embrace them with the highest level of perseverance needed to succeed. Strong worth ethic, adaptability, good oral and written communication with exceptional interpersonal skills. Adept at working hard to problem solve and accomplish goals.
I am a public servant in my heart, and I believe all people deserve an opportunity to learn and succeed, if given a chance.
SKILLS
Firm belief in doing what it takes to accomplish goals and objectives
Reliable & Trustworthy
Housing Choice Voucher & Project Based Voucher Program knowledge
Research and Fact Collecting
Conflict Resolution/Problem Solving
Critical Thinking
Good Work Ethic
Planning & Organizing
Friendly, Positive Attitude
Supervision & Leadership
Team Player
Knowledge of Code of Federal Regulations
Customer Service
Preparation of cases for research
Public Speaking
Compassionate and Patient
SEMAP
Specialty program knowledge – EHV, FYI, FUP, and Mainstream
EXPERIENCE
DIRECTOR OF HOUSING CHOICE VOUCHER PROGRAM 02/2019 to 3/2024
Jacksonville Housing Authority - Jacksonville, FL
Directed the daily operations of the Housing Choice Voucher Program, (HCV).
Responsible for the utilization of over 8,300 vouchers, along with special programs such as: Emergency Housing Vouchers, Foster to Youth Initiative Vouchers, Vash Homeownership, Mainstream, Family Unification Program, Project Based Vouchers & Projects converted to RAD
Responsible for a budget of over 65 million as allocated by the Department of Housing and Urban Development/HUD
Coordinated and planned all waiting list functions from start to finish
Communicated with all levels of government
Conducted team meetings
Extensive telephone and computer communication through emails
Supervised the agency staff of 50 plus people, including a full management team
Understood and applied both the Administrative Plan and Code of Federal Regulations to the cases being reviewed
Provided monthly reports based on Voucher Management Systems
Conducted informal reviews
Performed quality control audits of files for errors
Completed the Section 8 Management Assessment Program (SEMAP) submission to HUD
Directed activities of professional members and volunteers
Worked with the youth (Data Busters) during the summer
Assisted the summer interns this past year (2023)
Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
Recruited, interviewed and hired staff.
Responsible for the review and revision of policies and continued development of the Standard Operating Procedures for different areas
Performed disciplinary actions on employees
Investigated and researched housing issues
Provided direct service and support by handling referrals for advocacy issues or resolving complaints
Responded to inquiries from the staff and the public
Signed contracts and purchase orders
Attended Board meetings and other committee meetings
Created vendors along with direct deposit accounts
Public speaking
Wrote step by step process manuals for the Inspections Department
Conducted and participated in landlord workshops
Organized and participated in the Landlord Fair
Employee Morale Events were conducted usually once per month
Ran the mail for the office, when needed
OPERATIONS SUPPORT MANAGER 06/2007 to 08/2018
Jacksonville Housing Authority - Jacksonville, FL
Duties included: Managing the Applications Department, the Front Desk and Inspections
Complied with 6 SEMAP Indicators
Wrote and updated manuals for the office staff
Attended conferences as a representative for the Housing Authority
Heard and addressed complaints
Monitored compliance of the departments with the rules and regulations
Participated in employment interviews
Performed disciplinary actions when needed
Addressed any and all customer service issues
Engaged in Employee Morale events
Effectively communicated with the staff and the public
CLIENT RELATIONS COORDINATOR 06/2003 to 06/2007
Jacksonville Housing Authority - Jacksonville, FL
Used deductive and analytical reasoning with solving issues
Troubleshot individual cases, and applied the CFR and the Admin Plan
Responded to Congressional Inquiries and complaints from HUD
Researched complex case issues objectively
Built good customer relations with the staff as well as the general public
Wrote letters to several parties
Stored and retrieved data
Ability to summarize facts and prepare reports
Skill in communicating in a diplomatic manner
HOUSING ELIGIBILITY ANALYST 10/1996 to 06/2003
Jacksonville Housing Authority - Jacksonville, FL
Interviewed current and prospective clients
Interacted regularly with the landlords
Determined eligibility of the clients for the program
Handled the case files in their entirety
Performed Annual Re-certification Interviews
Processed Interims
Responded to telephone inquiries
Performed mathematical calculations to determine rental amounts
Created and Ordered inspections
EDUCATION AND TRAINING
Thurgood Marshall School of Law - Houston, TX
1987 - Incomplete
Fort Valley State University - Fort Valley, GA
Bachelor of Arts Degree in Criminal Justice
06/1986
William M. Raines - Jacksonville, FL
High School Diploma
06/1982
Computer Skills: Outlook, MS Word, CCS and Yardi
Mandatory Trainings:
a.Sunshine Law
b.Public Records Law
c.Ethical Leadership
d.Misuse of Position/Resources
e.Illegal Gifts
f.Conflicts of Interest
g.Whistleblowing
Completed several classes through HAI Group online training
Completed training on Diversity, Equity and Inclusion
ACCOMPLISHMENTS
United Way Chair for 2 years
Organized the opening and closing of the HCV Waiting Lists
Added approximately 1,000 Vouchers to the program
ACTIVITIES AND HONORS
Choir Member for over six years
Member of Delta Sigma Theta - Pledged in the Spring of 1984
Back-up singer on father’s Albums/CDs
CERTIFICATIONS
Nan McKay – Certified Rad Project Based Voucher Specialist
Certified Housing Choice Voucher Specialist
NAHRO Executive Management and Leadership Course
HOBBIES
I am an avid shopper
I love to travel
Music
REFERENCES Available upon request
Contact this candidate