EVANGELINE ISLES
Los Banos,Ca
Summary
I am a mature team worker and adaptable to all challenging situations. I am able to work well in a team environment as well as using own initiative. I am able to work well under pressure. empathetic, strong and knowledgeable front line staff. Collaborative team with the Housing Authority since 2007. Applying trust, willingness, empowerment and effective communication.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Client Services Specialist
Santa Clara County Housing Authority
07.2023 - Current
- Performs collaborative troubleshooting for a wide variety of routine to complex technical duties to
support departmental operations with a focus to provide the highest level of service delivery. - Maintained up-to-date knowledge of company policies and procedures.
- Resolve client issues swiftly by returning calls and identifying cause of problems.
- Assist peers on customer service policies and procedures.
Client Services Specailist
Santa Clara County Housing
11.2022 - 07.2023
- Central point of contact for inquiries from the public via phone and in person
- Explains and interprets regulations, policies, procedures, systems
- Assist with processing files and certifications.
Housing Programs Specialist
Santa Clara County
05.2009 - 11.2022
- Review data and information to determine applicants eligibility for program assistance
- Review rental assistance and Housing Choices Voucher (Section 8) applications for accuracy
- Conduct certifications and re-certifications, tenant’s eligibility determination to move, rent surveys of assigned area; determines reasonable rents; approves rents; prepares and executes Housing Assistance Payment (HAP) contracts, processes contract rent adjustments; performs Section 8 program briefing, and a variety of research in the handling of caseloads; researches files and case history documents, including calculating appropriate rents and reimbursing clients or collecting overpayment in Housing Assistance Payment (HAP) as necessary
- Logs, tracks, maintains and updates detailed and accurate records
Lead Admin Clerk
Santa Clara County Housing
10.2008 - 05.2009
- Conducts/enforces quality control, conducts staff training of new and existing staff, audits work
- Serves as a resource to other staff and furnishes public with information by searching for and abstracting technical data
- Review of work procedures required by changes in policies or law and recommends changes in practices and procedures
- Assisted with lobby coverage.
Skills
- Service and support
- Courteous demeanor
- Critical thinker
- Conflict resolution expert
- Union Steward- negotiate contracts, communicate information with members
- Strong leadership
Certification
- YardiOne Application Dashboard
- Nan Mckay Certified: Housing Quality Standards 6/2011
- Rent calculation specialist 12/2007
- Occupancy Specialist 7/2011
- Customer Service Skills 5/2018
- Managing Emotions under pressure
- Fair Housing & Reasonable Accommodations
- Effective interviewing for Program Integrity
Timeline
Senior Client Services Specialist
Santa Clara County Housing Authority
07.2023 - Current
Client Services Specailist
Santa Clara County Housing
11.2022 - 07.2023
Housing Programs Specialist
Santa Clara County
05.2009 - 11.2022
Lead Admin Clerk
Santa Clara County Housing
10.2008 - 05.2009
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