PROFESSIONAL EXPERIENCE
PROFESSIONAL EXPERIENCE SUMMARY
Talented operations people manager with over 15-years of experience in operational design, implementing strategic initiatives and performance management. Serves as senior advisor to Executive Teams. Analyzes beneficiary needs, designs processes, drafts policies and procedures, implements quality assurance efforts to achieve goals. Expertise in rapid results process improvement and change management principles, strategic planning, budget oversight, and administration. Recognized for building, motivating, and training cross-functional teams to exceed performance goals. Focuses on leadership and professional development.
Operational Design | Program Management | Procurement / Grant Management | Strategic Planning
Stakeholder Management | Database Management | Microsoft Office Suite: Word, Excel, and PowerPoint
ILLINOIS HOUSING DEVELOPMENT AUTHORITY, CHICAGO, IL (2011 - 2020)
Emergency Rental Assistance Program Manager (7/2020 – 11/2020) Asset Management
CORONA Virus Relief Fund (CRF) $150M allocation to fund 30,000 rental assistance grants including planning, program design and implementation within 3 months. Management and supervision of the program operation including 120 virtual contract employees (Document Processors): and 8 internal quality control direct reports.
- Designed/delivered on-going program training and quality assurance to 120 team members.
- Track operational performance and identified low performing individuals and connected them to “team mentors” for peer-to-peer coaching.
- Assisted planning team in drafting program marketing materials, eligibility determination tools, policies and procedures; IT solutions, databases, and productivity metrics.
- Analyzed quality control assessments and audit results; drafted and implemented corrective action plans including training and termination of contract staff.
- Provides risk assessment reports to and for Executive teams and Directors.
Training Specialist (2019 – 2020), Asset Management
Developed sustainable training operation supporting compliance with Federal/State affordable housing programs including HOME, LIHTC and various grant programs including 1,600 multi-family properties with approximately 100K affordable units. Within 8 months of transfer:
- Designed training operations including department policy and procedures governing training management and execution.
- Consulted across business units to conduct employee (internal) and external partner knowledge assessments /surveying across 20 program compliance topics.
- Coordinated with various internal teams of analysts and project managers to develop training content including database system trainings, tenant compliance, financial compliance, etc.
- Leveraged WebEx technology to increase the reach of trainings to owners/agents across the State of Illinois.
- Vendor Management
Program Manager (2015- 2019) Hardest Hit Fund Program
Managed operational and administrative oversight for a $715M federal temporary mortgage assistance (forgivable loan) Hardest Hit Fund (HHF) program. Provided oversight to both Underwriting Supervisor (17-person team) and Call Center Supervisor (6-person team) with 8-12 revolving temporary staff.
- Created opportunities for team to provide feedback on systems and processes as a means of coaching/training; leading to promotion of 6 team-members.
- Coached/mentored Supervisory staff on employee rights violations, employee retention and performance management strategies.
- Served as liaison for intradepartmental projects leveraging State of IL Rapid Results methods.
- Planned and implemented the relaunch of the HHF program after 2015 closure including hiring ~ 30 new staff, streamlined underwriting procedures and income eligibility assessment tools, set and achieved loan closing metrics, lead cross-training efforts, created new senior training and data management leadership positions.
- Directed quality improvement initiatives in response to US Treasury, internal compliance and audit practices including corrective action planning and training.
- Analyzed data, reengineered processes, directed initiatives ensuring monthly closing goals were met.
- Troubleshooter for problems including underwriting technology system glitches, unexpected mass servicer loan sales, and special requests to expedite underwriting to prevent foreclosure sale.
- Devised trainings in response to internal audit, compliance sampling and process changes.
Customer Experience Manager (2011 – 2015), Hardest Hit Fund
Developed call center policies and procedures along with workflows. Hired staff and conducted trainings.
- Coached/mentored Supervisory staff on employee rights violations, employee retention and performance management strategies.
- Departmental lead on call center VOIP expansion coordinating with State CMS, system vendor and internal IT teams resulting in a new phone system and enhanced customer service; Led / designed feasibility study to examine the expansion of the HHF dedicated call center servicing all Authority business units including gathering requirements, financial analysis, and technology and staffing needs, financial & staffing projections of new call center. Process yielded new website design for homeownership loan products, elimination of redundant IHDA toll free numbers and updated Asset Management online rental housing website.
- Led program expansion increasing assistance allocation from $25K to $35K including data analysis, operational design to process 1,500 amended loans, loan document re-recording, consumer outreach, hiring/training of 10 dedicated temporary staff, conducted quality assurance and compliance sampling.
CITY OF CHICAGO OFFICE OF EMERGENCY MANAGEMENT CHICAGO, IL (2006 -2010)
Procurement / Grants Manager (2006 – 2010)
Oversight of procurement development and strategic planning leveraging $1B in US Department of Homeland Security funding.
- Coordinated joint purchasing efforts with other City departments including Police, Fire, Health, Bureau of Electricity and Streets and Sanitation. Vendor management and inventory controls.
- Lead project manager coordinating the of competitive RFPs, prepared budgets, facilitated proposal evaluation teams, participated in contract negotiations and drafted vendor selection justification memorandums; as well as sole source justifications.
- Led multi-departmental grant budget and procurement planning including Emergency Management, Police, Fire, Aviation and Health department
- Responsible to inform Executive leadership of procurement problems and opportunities to streamline processes to the advantage of the department.
CHICAGO DEPARTMENT OF PUBLIC HEALTH, CHICAGO, IL (1998–2006)
Evaluation/Quality Assurance Analyst (2004–2006) | Strategic Planning Coordinator (2001–2004)
Coordinated the Chicago EMA regional planning group consisting of 40 community and governmental leaders across 6 committees. Lead tri-annual planning efforts including conducting evaluation and needs assessments, community service mapping to inform regional allocations. Progressive career promoting effective service delivery and broad risk reduction in the STD/HIV/AIDS prevention and care industry leveraging Centers for Disease Control & Prevention funding.
- Created cross-collaboration opportunities for the regional group including committee support, logistics coordination, presentation development and delivery,
- Drafted two versions of the three-year regional strategic plan document outlining citywide resource allocation to high-risk populations across the Chicago EMA.
- Participated in the development of Federal annual cooperative agreements, proposals and renewal applications.
- Led, developed and/or participated in meta-analysis of health department data sets to identify behavioral trends contributing to high-risk behavior. Presented data, findings, and recommendations to consortiums and public stakeholders to inform health department planning.
EDUCATION
Master of Science, Clinical Psychology (2004) — Roosevelt University, Chicago, IL
Bachelor of Science, Psychology (1992) —University of Cincinnati, Cincinnati, OH
BOARDS OF DIRECTOR & VOLUNTEER MEMBERSHIPS
Association of Consultants to Nonprofits, Board Member Chicago, IL 2024-present
Center for Health & Housing Chicago, Board Member Chicago, IL 2018 – 2020
The Neighborhood Network Alliance, Volunteer , Chicago, IL 2017 – 2019
South Shore Works, Volunteer South Shore, Chicago, IL 2017 – 2019
South Shore Chamber of Commerce, Volunteer, Chicago, IL 2017 – 2018