Property management

Tracey Renee Wheeler

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

Chicago, Illinois 60608

Telephone: 773-***-****

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

Summary of Background:

Possess over 15 years of responsible experience in Management and Customer Relation satisfaction. Proven ability to improve productivity and efficiency while maintaining excellent interpersonal relationships with all levels of management as well as working in a team environment while promoting teamwork and cooperation.

Expertise:

• Experience supervisor with in-depth knowledge of the Housing Choice Voucher Program

• Proven ability to train, motivate and develop staff

• Outstanding customer service, organizational and time management skills

• Effective communicator

• Problem solver who enhances customer relations through fast, attentive resolutions

• Excellent written and oral communication skills

• Yardi experience

Professional Experience:

CHA HOUSING CHOICE VOUCHER PROGRAM 60 East Van Buren, Chicago, IL

Team Leader-Voucher Services 12/2003-Present

Perform supervisory responsibilities that include assigning and reviewing work, addressing employees problems, establishing objectives, interviewing applicants, hiring employees, discipline, discharge, and performance evaluation. Responsible for the preparation of accurate and timely reports including narrative and statistical information on recertifications. Monitor activities, including telephone calls, of the Housing Specialist to ensure excellent response time is given to external and internal requests from clients. Act as a liaison between CHAC and communities; provide resource information, referrals and follow-up to Housing Choice Voucher program participants and/or property owners and managers to enable assistance from professional service providers in their community. Conduct Family Obligation Workshop. Responsible for maintaining good relations with property owners and handle non-routine tenant/property owner’s inquiries and problems. Work with participant to determine a plan of action to resolve issue(s) or assist with problem, along with target date for follow up contact.

Satellite Office Coordinator/Team Leader-Voucher Services 06/2006-06/2007

Supervised a team of Housing Specialist and Clerical staff in the annual and interim recertification of Housing Choice Voucher program participants. Provide resources and learning opportunities for Housing Choice Voucher Program Participants in the form of briefings, classes, workshops, seminars, Resource room and written materials.

Lead Housing Specialist-Voucher Services 06/2001-12/2003

Completed any of the ongoing processing, service, and monitoring functions that were required of the Housing Specialist. Served as an assistant to the Team Leader with respect to training and mentoring staff, problem solving on production or customer service issues, monitoring work progress, and developing and analysis of reports. Conducted briefings for participants wishing to move to opportunity neighborhood.

Housing Specialist-Voucher Services 04/1999-12/2003

Provided outreach and case management for participants of the Chicago Housing Section 8 Program.

Performed annual and interim recertification for Section 8 program participants. Scheduled recertification, made appointments with participants and interviewed participants. Collected recertification information, including income and household changes. Verified information collected from participants. Calculated tenant payments. Notified participants and owner of the results of annual and interim recertifications. Calculated contract rent adjustments and notifies landlords/owners. Made recommendations for termination of assistance or Housing Assistants Payments contracts when appropriate. Monitored participant’s moves and lease termination’s. Prepared monthly/weekly reports for recertification process.

Rush Prudential Health Plans 233 S. Wacker Dr., Chicago, IL

Customer Service Representative Team Leader 12/1993-04/1999

Resolved internal/external claim concerns. Educate customers about policies/procedures in the resolution of claim problems. Conducted customer service training classes. Compiled monthly and annual summary reports of departmental activities including evaluation of claim issue, action taken and follow-up recommendation. Respond to calls regarding member claim issues. Analyzed outstanding claim issues to determine payer responsibility. Contacted IPA and external providers to investigate claim issues. Reviewed claims processed by claims examiners to insure accuracy.

Career Highlights:

• Completion rate for annual reexaminations for 2007 was 99.7%

• Reduce the number of outstanding interim reexaminations over 30 days old for Southwest Satellite Office from January 2007 through June 2007 by 73%

• Met overall Quality Control rating for team in 2007

• Earned a reputation as a customer service oriented Supervisor with a strong commitment in enhancing customer relations through fast attentive resolutions to the clients problems.

• Resolved approximately 99% of Salesforce Open Call Inquiries within two business days in 2007.

Professional Development:

• VMC Management Training

• Seven Habits for Highly Effective People by Steven Covey

• Seven Habits for Managers

• Conflict and Resolution Training by AMA

• Fair Housing Training

Certifications:

Section 8 Certificate & Voucher Proficiency Certification

Education:

Columbia College, 600 South Michigan Avenue, Chicago, Illinois 09/1989-06/1991

Major: Liberal Education

Salary Requirements: $45,000

References Available upon Request

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