Executive Assistant Customer Service

Location:

Los Angeles, CA

Salary:

$18.00 per hour

Posted:

March 31, 2020

Contact this candidate

Resume:

Virgil K. Shepherd

*** **** **** ****** *** Angeles Ca 90011

323-***-****

****************@*****.***

Employment

Union Station Homeless Services DHS Programs, Lead Housing Liaison Pasadena, CA September 2017- Present

• Establishes working relationships with property owners within the community.

• Develop and implement Housing Clinic for DHS Program Participants & Care Coordinator

• Develop and implement Financial Literacy Workshop for DHS Program Participants & Care coordinators

• Train Housing Liaison staff on Field Outreach and safety

• Facilitate Tenant & Landlord Conflict Resolution workshop

• Facilitate & Schedule Housing Liaison Meetings

• Delegate Housing Liaison Tasks among team

• Conduct training on W-9 Submittal

• Identify available and appropriate housing units and determining that the housing meets or Exceeds habitability and rent reasonableness standards set by HUD.

• Develop and implement in depth Training on HCV I.e LACDA, HACOLA, Pasadena Limited Choice Voucher, FHSP.

• Provide Housing Resources, I.e Rental Vacancies, Community Housing Advocates

• Review and negotiate leases with landlords/ property managers and conducting unit site Visits.

• Accessing all suitable housing opportunities including rental subsidies, move-in assistance and private rental agreements.

• Acts as an advocate and negotiator for individuals with poor credit and poor housing histories, i.e., evictions, in order to obtain permanent housing or prevent individuals from losing housing.

• Coordinate with assigned case managers to maintain accurate records of clients’ participation and progress in program in accordance with agency regulations and expectations.

• Conducts housing inspections and gathers necessary documentation in order to assist families secure or maintain housing. Deliver initial checks to property owners in order to ensure that families secure the unit in a timely manner.

• Develop a database of affordable housing resources for reference in locating appropriate housing.

• Collects and makes resources on both traditional and non-traditional affordable housing units available for agency residents.

• Report issues and concerns to assigned case manager to ensure the most successful outcome possible.

• Develops & Implements Housing Clinic & Financial Literacy workshops for Clients & Landlord

• Participates in agency and program meetings.

• Other duties as assigned.

Union Station Homeless Services Housing & Jobs Collaborative Care Coordinator Pasadena, CA July 2017- Present

• Monitor a case load of 30 Clients.

• Provide Intense Case Management Supportive Services.

• Conduct intake and enrollment with eligible clients, including assisting clients with gathering program eligibility documentation, and completing program intake forms.

• Assist clients with accessing temporary housing until permanent housing is identified and retained.

• Support clients with the lease-up process, including meeting with property management, reviewing and signing Lease agreement, and obtaining household necessities.

• Conduct comprehensive bio-psycho-social assessments.

• Develop individualized collaborative service plans for HJC Participate.

• Strive to recognize the best in each client and to support the meaningful progress they seek through building relationships and utilizing motivational interviewing techniques and strength based case management techniques.

• Provide client/ tenant engagement by welcoming the client to their new community, establishing trust through relationship building, maintain good payment history with Property Management.

• Assisting the client with understanding the services that are available and supporting client with accessing necessary supportive services, and addressing basic needs.

• Meet with each tenant on regularly scheduled basis and document progress and strength in progress notes.

• Provide home and field based services as required.

• Transport client as needed to essential appointments that support their well-being, both physically and mentally.

• Assist client with navigating and abiding by their lease obligations.

• Support client with learning and practicing fiscal responsibility.

• Assist client with their physical and mental health needs by providing support and linkage to appropriate services/ resources.

• Coordinate on-site recreational, social and community-building activities, support groups, and educational opportunities.

• Identify, pursue and establish relationships with potential Property Owners/ Management in Los Angeles CO. SF Community Housing Partnership Support Services Counselor San Francisco, CA December 2016- 2017(Temporary)

• Provide resources to clients on a broad range of problems in a manner that is supportive, constructive and non- judgmental.

• Develop and implement case management and money management plans and contracts.

• Coordinate case conferences with Clinic Care Managers and other service providers assisting clients.

• Help clients negotiate bills, purchases and other expenditures.

• Maintain updated case records, progress notes, money management documentation, and account balances.

• Provide advocacy assistance pursuing entitlements, housing and money management.

• Maintain entitlements and ensure proper completion of periodic reports and reviews by entitlement provider.

• Intervene in crisis situations to bring problem under control.

• Develop and implement plan for client placement upon discharge from the program.

• Perform general office duties such as answering phones, filing paperwork, making copies, etc.

• Attend team meetings and staff meetings.

• Provide temporary coverage at other CHP or SF Solutions programs, as needed. SF Community Housing Partnership Program Administrative Assistant San Francisco, CA December 2016- 2017(Temporary)

• Compiles data from a variety of sources (e.g. work orders, budget reports, specialized reports, personnel records, etc.) for the Purpose of complying with financial, legal and/or administrative requirements.

• Coordinates a variety of projects, functions and/or program components (e.g. meetings, in-service events, travel and accommodations, etc.) For the purpose of completing activities and/or delivering services in a timely fashion.

• Maintains a wide variety of manual and electronic documents files and records (e.g. board policies, budget data, employee records, financial records, district and state reports, etc.) for the purpose of providing up-to-date information and/or historical reference in Accordance with established administrative guidelines and legal requirements.

• Prepares a variety of documents (e.g. correspondence, agendas, minutes, event programs, bulletins, reports, etc.) for the purpose of communicating information and/or creating documentation in compliance with established guidelines.

• Processes documents and materials (e.g. time sheets, work orders, requisitions, travel reimbursements, budget transfers, etc.) for the purpose of disseminating information in compliance with administrative guidelines and/or regulatory requirements.

• Reconciles account balances for assigned budget categories for the purpose of maintaining accurate account balances.

• Responds to a variety of inquiries from a variety of internal and external parties (e.g. staff, students, public agencies, etc.) for the purpose of providing information or direction and/or facilitating communication among parties.

• Schedules a wide variety of activities (e.g. appointments, meetings, travel reservations/accommodations, facility usage, etc.) for the purpose of making necessary arrangements for assigned administrator, and school personnel. City & County of San Francisco Education & Employment Specialist San Francisco, CA August 2015- November 2016

• Makes appropriate job referrals and assists with the job match.

• Assesses client's’ occupational skills and interest as they pertain to the local job market and assists them in setting and reaching appropriate employment objectives.

• Provides career, vocational, and employment counseling, and assists in the development of an individual Employment Plan by determine clients’ educational and professional qualifications and transferable skills.

• Assists clients in identifying appropriate short and long term employment objectives;

• maps out strategies for reaching employment objectives;

• Provides corresponding job development; and supports the client throughout the job search. Makes appropriate training plans and training referrals as needed.

• Provides case management.

• Arranges for participant support services as necessary. Examples include: counseling, crisis intervention, child care, transportation, medical/dental services, and employment workshops.

• Attend meetings the City and County of San Francisco’s Human Services Agency.

• Recruit host sites for placement of CJP participants.

• Identify, pursue and establish relationships with potential employers. Other duties as assigned

• Create and Implement Community Job Programs Individual Continuous Development Plan (I.C.D.P) Bay Area Community Resources Career Coach

Oakland, CA April 2010 - December 2015

• Helps clients identify personal interests and life goals.

• Assists clients in planning strategic career moves and developing leadership skills.

• Finds new employment opportunities for clients.

• Reviews clients’ resumes and cover letters and provides feedback.

• Rehearses job interview tactics with clients and offers advice.

• Holds seminars and workshops to educate individuals who are searching for the right career path.

• Guides clients who desire to make a career change.

• Performs personality and skills assessments on clients.

• Administers aptitude tests to help determine clients’ interests and talents.

• Considers clients’ experience and education when recommending career paths.

• Recommends additional education to clients to help them achieve their career goals.

• Helps clients write resumes and letters to prospective employers.

• Assists clients with job search skills, making contact with prospective employers and completing job applications.

• Counsels clients on how to strengthen their weaknesses.

• Helps clients conquer habits that prevent job advancement.

• Answers client questions concerning details about different careers.

• Advises students on courses to take in high school and college to prepare for a particular career.

• Helps students choose the right colleges to match their career choices.

• Helps students locate financial aid and other funding to pay for their educations. Bank of America Call Center Supervisor

Concord, CA November 2007 - March 2010

• Inbound customer support at inbound call center (300+)

• Billing, complaints, customer resolution

• Liaison between clients, supervisors, and call center employees

• Provide assistance with implementing conflict resolution tactics

• Technical support and troubleshooting

• Managed and maintained results in quota driven environment

• Increased the customer service experience by providing information on new products, rate plans, and services through up selling

Education and Training

Fred Pryor-Certificate- Managing Emotions under Pressure- Concord, CA 2016 City and County of San Francisco Department of Public Health-HIPAA Privacy & Security Training-San Francisco, CA 2017 California Department of Social Services-Mandated Reporter General Training-San Francisco, CA 2017 City and County of San Francisco Department of Public Health- Creating a Safe and Welcoming Environment the 12N City Ordinance San Francisco, CA 2017

City and County of San Francisco Department of Public Health-SFDPH Annual Compliance Training- San Francisco, CA 2017

Glendale YWCA Domestic Violence Counselors Training- Domestic Violence Counselor Certificate- Glendale, CA 2018 Homeless HealthCare Case Management- Certificate of Case Management – Los Angeles, CA- 2018 Guard Card - G 1587941

TWIC Certified - 10/2020

Qualifications

Word - Excel - Powerpoint - Microsoft Dynamics - Billing - Internet - CRM - GoogleDocs Salesforce - Office Management - Data Entry - Collections - Lead Perfection - Insurance Verification - Training - Development - Inventory - Customer Service - Volusion

Lenel Security Systems - C-Cure Administration - Victor Surveillance - Genetic Send Word Now - SAIC - CAD - Portview – TMS-SendHub- Smart sheets- ECM References

Tanicka Shelton, LVN, MPH, CHES

Manager Housing for Health

Email: ********@**************.***

Phone: 626-***-****

Fax: 626-***-****

Jennifer Burgos

Lead Care Coordinator, Housing for Health

Email: *******@**************.***

Phone: 626-***-****

Fax: 626-***-****

Noemi Ortiz

Executive Assistant to Chief Programs Officer, LCSW Email: ******@**************.***