Shelter Case Management & Mortgage Escalations

Angela Runck

*** ***** ***, ****** ** ***** 513-***-**** *************@*****.***

OBJECTIVE

Obtain a position where I can continue my management skills, in which my experience can be utilized to improve client stability.

CORE STRENGTHS

•Excellent verbal and written communication skills

•Ability to be flexible between roles to meet business needs

•Quick learner with the capability to use critical thinking in decision making

EDUCATION University of Phoenix Graduated November 2009

•Associates degree in Health Care Administration GPA: 3.65

University of Phoenix Graduated February 2012

•Bachelor’s Degree in Human services and Management GPA: 3.46

PROFESSIONAL EXPERIENCE

Bethany House Services, Shelter Case Manager October 2017 – September 2015

•Dedicated to helping individuals and families transition from homelessness to stable, permanent housing. By providing emotional support, resource navigation, and personalized case planning. Works with clients to achieve their goals in key areas such as housing stability, income, health, government assistance and life skills.

•Works with critical community resources like healthcare, job placement services, while advocating for them to overcome obstacles to self-sufficiency.

•Empowers clients with the tools and support needed to build a foundation for long-term stability and self-reliance.

Citi, Mortgage Assistance Unit (MAU) Promoted January 2013 – October 2017

•Works as an escalation specialist by resolving the most sensitive issues, while balancing the needs of the client and the company

•Keeps MAU staff up to date on all new policy and procedures/alert changes

•Educates employees and answers procedural questions to ensure consistency and quality of the client

Citi, Mortgage Assistance Team (HAT) April 2012 – January 2013

•Consulted clients on as assortment of loss mitigation solutions to assist the client with Maintaining their assets such as loan modifications, short sales, repayment plans per individual investors and assisted in collection efforts

Jackson Hewitt, Customer Service Representative November 2011 – March 2012

•Answering questions and inquiring clients. Enter all client inquiry information into the Client Follow up Journal to ensure every client issue is resolved quickly and satisfactorily as promised, while working within the company guidelines to ensure clients personal information is protected and secure.

Sojourner Recovery Center, Residential Assistant August 2011 – November 2011

•Monitoring residents in the program, dispensing medication, keeping each resident's information secure and maintaining confidentiality.

Youthland Academy, Preschool Teacher September 2007 – August 2011

•Planning, supervising, and implementing programs for the class in accordance with daily lessons, and policies of the school, completing administrative duties including attendance, accident reports, maintaining classroom supply etc., ability to handle crisis situations and respond to them immediately.

SKILLS

•Microsoft: Word, Excel, MS Outlook

•HMIS

•Clarity

•Rentellect

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