Brandon Roberts
Summary
Professional with strong background in case management, prepared to make significant impact. Proven ability to collaborate with teams and adapt to changing needs. Skilled in client assessment, resource coordination, and crisis intervention. Reliable and results-focused, with commitment to achieving positive outcomes.
Overview
10
10
years of professional experience
Work History
HCV Participant Relations Specialist
Chicago Housing Authority
Chicago, IL
03.2019 - Current
- Analyzed program performance data to identify trends and recommend improvements.
- Coordinate with clients, housing agencies and public officials to facilitate case resolution.
- Utilize case management software to maintain accurate and up-to-date case files.
- Developed and implemented customer service policies and procedures to optimize customer satisfaction.
- Designed employee recognition program that improved morale and reduced turnover.
- Led initiatives to enhance customer satisfaction through strategic program enhancements and feedback integration.
- Evaluated program effectiveness, providing recommendations for continuous improvement in service delivery.
- Intervened in crisis situations to obtain support for clients and reduce escalation or recurrence risks.
- Assisted clients with obtaining housing, employment and support resources.
- Coordinated with different service providers to meet clients' individual needs.
- Facilitated community outreach to expand participation and support.
IPI Specialist III – Program Integrity
NAN McKay & Associates
Chicago, IL
09.2018 - 02.2019
- Supervised completion of team daily tasks and executed termination proceedings.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Planned and coordinated team meetings/activities to encourage productivity.
- Collaborated with cross-functional teams to streamline project workflows and increase productivity.
- Mentored junior staff, fostering professional development and enhancing team performance.
IPI Specialist II – Program Integrity
NAN McKay & Associates
Chicago, IL
06.2017 - 09.2018
- Ran weekly report of processed housing data of over 40,000 clients to HUD tracking database.
- Effectively communicated with agency staff and other housing agencies to manage housing reporting errors.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Improved team collaboration by initiating regular strategy meetings.
IPI Specialist – Program Integrity
NAN McKay & Associates
Chicago, IL
08.2016 - 06.2017
- Managed a monthly case load of 50-100 inquires pertaining to fraud, criminal activity and program abuse.
- Monitored CHA developed software tracking systems to ensure appropriate responses within required timeframes.
- Maintained accurate records and documentation of client interactions.
- Effectively communicated with tenants and landlords to mediate housing concerns.
- Enhanced customer satisfaction with timely and accurate issue resolution.
Education
Bachelor’s Degree - Social Work
Northeastern Illinois University
Chicago, IL05-2016
Associates Degree - General Studies
Moraine Valley Community College
Palos Hills, IL05-2014
Skills
- Conflict resolution & Case Management
- Client Advocacy
- Strong communication
- Proactive customer service approach
- Exceptional interpersonal and rapport building skills
- Adaptability
Timeline
HCV Participant Relations Specialist
Chicago Housing Authority
03.2019 - Current
IPI Specialist III – Program Integrity
NAN McKay & Associates
09.2018 - 02.2019
IPI Specialist II – Program Integrity
NAN McKay & Associates
06.2017 - 09.2018
IPI Specialist – Program Integrity
NAN McKay & Associates
08.2016 - 06.2017
Associates Degree - General Studies
Moraine Valley Community College
Bachelor’s Degree - Social Work
Northeastern Illinois University