Charynell Denise Thomas
Program Manager
Covington,GA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Program Coordinator, Employment Services
US Committee For Refugees And Immigrants
02.2023 - Current
- Supervise team of 1-2 Job Developers/Case Managers, Case Aides;
- Ensure Employment Team staff are productive, meeting all contract requirements and nurturing a positive team environment;
- Understands State and Federal program contracts in detail, ensures all contract requirements are met and opportunities maximized;
- Responsible for meeting all programs reporting deadlines, ensuring reports and vouchers are complete and correct according to contract requirements and guidelines;
- Teach small groups of clients’ basic workplace overview job preparation, interview skills and job safety requirements to enable them to be successful in the American workplace;
- Foster strong working relationships with businesses, community-based organizations, and partner agencies; provides consistent communication with partner agencies to ensure coordination of services and development of job placement opportunities;
- Work with targeted businesses and industries to develop potential worksites and employment opportunities for clients, negotiates worksite training agreements or special accommodations, monitors and tracks success following placement, serves as primary contact person and maintains database of current and potential business partners;
- Provide case management services;
- Assess experience, skills and limitations of clients; identifies job opportunities suitable for clients; assists clients in filling out employment applications, sets up interviews with potential employers, accompanies clients to interviews or arranges transportation
Customer Service Specialist
Georgia Rental Assistance/DCA/ Happy Face Staffing
02.2022 - 02.2023
- Responsible for processing & underwriting applications for applicants seeking assistance with rent, utilities and homelessness stability services through emergency funding
- Ensure each application is complete and includes any required supporting documentation and to effectively communicate with tenants and landlords through program’s online portal, by email or by telephone
- Effectively communicate and confirm eligibility and payment statuses with their Team Lead, conduct income and other eligibility quality control checks and schedule payments subject to Team Lead’s review and approval
- Seek timely resolution of unanswered questions, issues and/or concerns related to application processing through open communication with Team Lead.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
Manager of Operations
Atlanta Housing Authority, Housing Services
10.2015 - 07.2021
- Managed (11- 15 direct report)
- Managed all assigned staff which included Team Lead, including day-to-day staff supervision, performance management, and training and development
- Housing Choice Programs under management were: Continued Eligibility; Admissions, Wait-list Management, Portability, Special Programs (Veterans Administration Supportive Housing, FLOW, Family Unification Program, Georgia Housing Vouchers)
- Coached and motivated staff by providing support and growth opportunities through special project assignments
- Provided leadership and subject matter expertise to all assigned team members; actively participated in leadership meetings; special projects; provided assistance to Housing Services Managers on complex or escalated client issues
- Hired new staff for vacant and new positions; evaluate employee performance and manage and support employee development
- Provided on-boarding for all new team members, served as resource on operations and procedures for Housing Services Managers
- Managed annual Leasing Incentive Fee program of up to $500,000 and three (3) Housing Counselors
- Created tool for monitoring and tracking administration of funding
- Built and maintained relationships with landlords, participants and over 150 multi-family communities
- Completed on-site visits at multifamily properties and met with participants and conducted orientations
- Made cold calls to property managers and resolved escalated matters related to tenant/landlord issues
- Helped improve and develop new policy and procedures; Coordinated implementation and use of new Information Technology modules with technology and training staff, assuring proper understanding and usage by all staff
- Monitored and coordinated workload within unit; established times and schedules to ensure timely completion of required tasks within designated timelines
- Collected data, reviewed reports and analyzed metrics to identify issues and trends specific to assigned functions; produced regular and ad-hoc reports regarding performance related to key performance indicators; resolved complex problems and provided recommendations for resolving disputes
- Worked with community agencies and coordinated housing for homeless veterans, foster children aging out of foster care, family unification program, homeless citizens with substance abuse issues; worked with Georgia Department of Behavioral Health and Developmental Disabilities to convert to Housing Choice Voucher
- Helped coordinate development of implementation plans, processes and procedures in accordance with Standard Operation Procedures manual.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
Team Lead, Housing Services Administrator, Customer Service
Atlanta Housing Authority
10.2014 - 10.2015
- Supervised (8-10 direct reports)
- Supervised day to day operation (completion of re-examinations 30 days prior to effective re-exam date; complete interim within 30 days of receipt; notify participant 120 days prior to renewal effective date) of Housing Services Team; ensured that Housing Services Administrator achieved and sustained 90% accuracy rating on administrative attributes and 90% or better accuracy rating on financial attributes of files completed; provided feedback in H.S.A one on one; monitored trends in errors and recommended appropriate training; encouraged proactive problem solving and critical thinking through weekly meeting and collaborations; ensured high level of customer service is being provided by promptly responding to customer concerns and inquiries and helped attain 94% score for annual Participant Customer Service Survey; participated in progressive disciplinary session when necessary; placed and removed holds on utility reimbursement accounts for new accounts and monitor Wells Fargo accounts as member of Wells Fargo Transitioning Team.
- Audited team performance and compliance with HUD and company standards.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
Case Manager, Housing Services Administrator
Atlanta Housing Authority
01.2013 - 10.2014
- Responsible for providing direct customer service to participants and landlords of Housing Choice Voucher Program; was member of Housing Choice Project Team and process owner for Referral Tracker; conducted more than 360 annual renewal and interim changes; follow and comply with established rules and regulation of Housing Choice Operations; collect, review and process data specific to assigned function within time frame allowed; conduct interviews; conduct move briefings and ensure that participants who are mandated to move due to no fault of their own, are moved timely; process contracts for landlords and help resolve participant and landlord conflict; trained new employees; served as Co-Ambassador for Giving Campaign
Client Services Counselor
Atlanta Housing Authority
11.2007 - 12.2012
- Responsible for assisting Housing Choice Participants become self-sufficient; develop and maintain relationships with Service Providers; connect Housing Choice Participants to Service Providers in an effort to facilitate a seamless transition to higher education and employment; collaborate with Service Providers to provide job readiness training and basic computer skills training to AHA participants; provide information to participants about job fairs and employment opportunity; meet with participants one on one to assess their employment and educational status and to develop a case plan for success; make referrals to Service Providers on behalf of participants
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Operations Specialist/Recertification
05.2007 - 11.2007
- Responsible for providing direct customer service to participants and landlords of Housing Choice Voucher Program; serve as Operator in Housing Choice Call Center and Operation Specialist responding to customer and landlord questions and concerns; conducted annual renewals; follow and comply with established rules and regulation of Housing Choice Operations; collect , review and process data specific to assigned function within time frame allowed; conduct interviews; collect data; document calls taken through contact center; utilize agency approved forms and letters; contribute to assigned team and actively participate in team meeting, process improvements and other special projects; maintained 98.0% percentage rate for call center (validated by Quality Assurance)
Education
Masters of Public Administration -
Troy University
Atlanta, GA01.2013
Bachelors of Political Science -
Alabama A & M University
Normal, AL05.1994
Skills
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Special Requests
- Efficient and Detail-Oriented
- Special Projects
- Team Meetings
- Personnel Management
- Corrective Action Planning
- Policy and Procedure Adherence
- Proactive Self-Starter
Accomplishments
- Nan-McKay Housing Services Program Manager Training
- Nan-McKay Housing Services Supervisor and Manager Training
- Nan-McKay Housing Choice Rent Calculation Training
Timeline
Program Coordinator, Employment Services
US Committee For Refugees And Immigrants
02.2023 - Current
Customer Service Specialist
Georgia Rental Assistance/DCA/ Happy Face Staffing
02.2022 - 02.2023
Manager of Operations
Atlanta Housing Authority, Housing Services
10.2015 - 07.2021
Team Lead, Housing Services Administrator, Customer Service
Atlanta Housing Authority
10.2014 - 10.2015
Case Manager, Housing Services Administrator
Atlanta Housing Authority
01.2013 - 10.2014
Client Services Counselor
Atlanta Housing Authority
11.2007 - 12.2012
Operations Specialist/Recertification
05.2007 - 11.2007
Masters of Public Administration -
Troy University
Bachelors of Political Science -
Alabama A & M University
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