Cinthia Austin
CA
Summary
Detail-oriented, customer-focused professional with extensive experience in claims investigations, dispute resolution, and client support. Expertise in managing sensitive cases, documenting compliance, and negotiating resolutions with empathy and precision. Proficient in handling high-volume caseloads while making timely decisions and ensuring adherence to regulatory standards. Demonstrated ability to work independently with minimal oversight, complemented by exceptional organizational and communication skills that foster strong client relationships.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Housing Specialist II
SF Housing Authority – PEM Management
05.2023 - 06.2024
- - Investigated and resolved tenant disputes, applying conflict resolution and negotiation skills to achieve fair outcomes.
- - Ensured compliance with housing regulations and accurately documented case details.
- - Advised tenants on lease renewals, rent payments, and rights, mirroring claims review and documentation processes.
- - Negotiated agreements between tenants and landlords, balancing multiple stakeholder interests.
- - Implemented policies to improve operations and streamline compliance reporting.
Housing Specialist
HomeFirst Services
05.2022 - 05.2023
- - Conducted intake assessments, verifying eligibility and documenting support needs.
- - Guided clients through financial and community resources, similar to claims resolution processes.
- - Maintained accurate client files, ensuring compliance with organizational and state requirements.
- - Responded to client concerns with urgency, ensuring timely resolutions.
- - Collaborated with team members to align service strategies with compliance and policy standards.
Ambassador Coordinator
Loaves and Fishes
10.2019 - 01.2022
- - Supervised daily operations and managed service issues requiring real-time solutions.
- - Trained and supervised volunteers in compliance procedures and effective client service.
- - Documented incidents, communications, and services provided, ensuring transparency and accountability.
- - Delivered superior service through direct client interaction and timely problem resolution.
Leasing Specialist
Homewood Ventures
05.2017 - 10.2019
- - Investigated and resolved tenant claims and complaints with professionalism and accuracy.
- - Managed contract negotiations, renewals, and compliance with housing policies.
- - Monitored tenant files and ensured proper documentation was maintained.
- - Processed applications and handled inquiries, maintaining efficiency and customer satisfaction.
- - Applied conflict resolution strategies to address tenant disputes and enforce lease agreements.
Education
Business
San Jose City College
Skills
- Claims analysis and reporting
- Compliance and regulatory knowledge
- Mediation and conflict management
- Clear and concise communication skills
- Exceptional customer service
- Proficient in organization techniques
- Strategic decision-making under tight deadlines
- CRM system administration
- Adapts to both team and individual tasks
- Affordable Housing Knowledge
- Affordable housing
- Tenant rights
- Fair housing regulations
Certification
- CPR Training - 04/2022
- Conflict Resolution Training - 04/2022
Timeline
Housing Specialist II
SF Housing Authority – PEM Management
05.2023 - 06.2024
Housing Specialist
HomeFirst Services
05.2022 - 05.2023
Ambassador Coordinator
Loaves and Fishes
10.2019 - 01.2022
Leasing Specialist
Homewood Ventures
05.2017 - 10.2019
Business
San Jose City College