Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Ericka A Johnson

Ormond Beach,FL

Summary

Dynamic professional with a proven track record at Daytona Beach Housing Authority, adept in customer service and accurate record-keeping. Excelled in resolving customer complaints, enhancing client satisfaction, and maintaining meticulous records. Demonstrated exceptional interpersonal skills and a commitment to achieving and exceeding objectives. Skilled in coordinating effective solutions and fostering positive outcomes.

Overview

10
10
years of professional experience
1
1
Certification

Work History

HCV Specialist

Daytona Beach Housing Authority
Daytona Beach, FL
10.2023 - Current
  • Evaluated requests from landlords seeking an increase in rent due to extenuating circumstances.
  • Process Annuals, Interims, Unit Transfers
  • Issue Voucher, with Step-by-step Processing
  • Ensured accuracy of rent calculations according to current HUD guidelines.
  • Participated in meetings with internal stakeholders related to HCV operations.
  • Resolved customer complaints or issues relating to their participation in the HCV program.
  • Provided technical assistance to clients on HCV programs and services.
  • Maintained accurate records and files related to HCV activities, including client information and payment histories.
  • Collaborated with community partners to ensure successful implementation of HCV initiatives.
  • Coordinated inspections of units leased under the program prior to move-in.
  • Investigated discrepancies between landlord statements and tenant ledgers.
  • Updated databases used by staff to track participant information and lease agreements.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Worked effectively in team environments to make the workplace more productive.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

PATH Outreach/ DV Housing Nacigator

Volusia Flagler Coalition for Homeless
South Daytona, FL
06.2020 - 10.2023
  • Maintained high level of professionalism and calmness with personnel, even in high-stress situations.
  • Developed individualized service plans for clients based on their needs, preferences, and goals.
  • Maintained current knowledge of relevant laws, regulations pertaining to the field of social work, navigation.
  • Assisted in developing strategies to address barriers that impede a client's progress towards achieving self-sufficiency goals.
  • Collaborated with other professionals such as social workers, case managers, medical staff. to coordinate care for clients.
  • Facilitated client referrals to community agencies or other organizations as needed.
  • Attended trainings or seminars related to professional development opportunities.
  • Actively participated in outreach activities within the community aimed at raising awareness of available programs and services offered by the organization.
  • Counseled individuals on job search strategies including resume writing tips and interviewing skills preparation.
  • Educated clients about available resources within the community related to housing, employment, health care, legal aid.
  • Performed follow-up visits with former clients to assess their continued success post-intervention.
  • Provided crisis intervention support when needed by utilizing de-escalation techniques and providing emotional support.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Identified needs of customers promptly and efficiently.
  • Worked with cross-functional teams to achieve goals.
  • Updated and maintained databases with current information.

Food Service Worker

Sodexo Food Service
Daytona Beach, FL
08.2019 - 02.2020
  • Properly stored all leftover food items after each shift.
  • Utilized point-of-sale systems for taking orders from customers.
  • Operated dishwashing machines safely and efficiently.
  • Maintained clean and orderly appearance throughout kitchen and dining area.
  • Monitored temperatures of prepared food and cold-storage areas.
  • Adhered to safety procedures when handling sharp objects or hazardous materials.
  • Cleaned kitchen areas, equipment and utensils.
  • Organized take-out orders for customers who requested them.
  • Ensured that all foods were prepared according to health department regulations.
  • Performed opening and closing duties as assigned by management.
  • Chopped ingredients and prepped food items ahead of lunchtime and dinner rush periods.

Career Service Advocate/Job Coach Trainer

Career Source Flagler Volusia
Daytona Beach, FL
10.2014 - 06.2019
  • Used online surveys and face-to-face interviews to determine customer preferences and needs.
  • Ensure compliance with the Department of Children and Families Services met by participant
  • Issue Transportation Assistance
  • Process the required compliance documents.
  • Sanction those unwilling to comply with program policies and procedures
  • Report to the Department of Children and Families new information obtained, possibly not yet reported
  • Train individuals to work in retail industry
  • Review Resumes and assist individuals with creating resumes
  • Built customer loyalty and strength by finding solutions to customers needs.
  • Maintained accurate records of customer interactions for follow-up purposes.
  • Attended conferences and workshops related to the field of service advocacy in order provide insights into current trends.
  • Input data to document care and service plans and needs assessments.
  • Used meetings to help clients prioritize actions and establish short- and long-term goals.

Education

M.D. - Masters of Science in Criminal Justice Admin.

Bethune-Cookman University
Daytona Beach, FL
12-2022

Bachelors of Science in Criminal Justice -

Florida Technical College
DeLand, FL
12-2018

Associate of Business Administration -

Daytona State College
Daytona Beach, FL
06-2014

Skills

  • Customer Service
  • Resolve customer complaints or answer customers' questions regarding policies and procedures
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints
  • Or comments, as well as actions taken
  • Accurate record keeping and customer confidentiality
  • Refer unresolved customer grievances to designated departments for further investigation
  • Confer with customers by telephone or in person to provide information about products or services
  • Coordinate appointment scheduling for clients/customers
  • Administrative
  • Answer phones/providing accurate information, take messages; transferring calls to appropriate
  • Individuals
  • Greet visitors or callers and handle their inquiries/direct them to the appropriate persons
  • Create, maintain, and enter information into databases
  • Document and file maintenance, archiving, photocopying, scanning, faxing
  • Maintain activity and productivity work logs
  • Compare data with source documents to detect errors and re-enter data according to policy

Certification

  • Nan Kay Housing Choice Voucher and Public Housing Certification
  • Soar Certified
  • DEO Certified

Affiliations

– Administrative Volunteer - CareerSource Flagler Volusia, Daytona Beach, FL - ADMINISTRATIVE VOLUNTEER

- Administrative Volunteer -, HALIFAX URBAN MINISTRIES, BEACH, FL- ADMINISTRATIVE VOLUNTEER

Timeline

HCV Specialist

Daytona Beach Housing Authority
10.2023 - Current

PATH Outreach/ DV Housing Nacigator

Volusia Flagler Coalition for Homeless
06.2020 - 10.2023

Food Service Worker

Sodexo Food Service
08.2019 - 02.2020

Career Service Advocate/Job Coach Trainer

Career Source Flagler Volusia
10.2014 - 06.2019

M.D. - Masters of Science in Criminal Justice Admin.

Bethune-Cookman University

Bachelors of Science in Criminal Justice -

Florida Technical College

Associate of Business Administration -

Daytona State College

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Ericka A Johnson