MARLA CARTER

• Maintained up-to-date accounts receivable records and coordinated monthly billing activities.
• Processed both outgoing and incoming payments and invoices.
• Verified accuracy of vendor invoices against purchase orders before payment processing.
• Reconcile expenses and financial records.
• Generate financial reports for management review on a monthly basis
• Prepare HCV-authorized HAP payments and tenant payments, along with assembling supporting documentation and processes for the monthly distribution of payments.
• Reconciles occupancy from current accounting software to data in the HUD PIH Information Center, also known as PIC.
• Gather and analyze information on Section 8 lease-up and payments to HUD Voucher Management Systems (VMS).
• Resolve vendor and client inquiries regarding bills and payments.
• Support administrative needs of VP financial department staff.

• Supervised a team of 4 to 5 counselors, ensuring strict compliance with HUD regulations and local policies.
• Monitored HCV counselors work specifically, but not limited to, client eligibility determinations, income calculations, annual re-exams, interim practices, and inspections to guarantee accuracy and HUD compliance.
• Evaluate and audit the work quality of counselors, and provide consistent guidance, training, and support. Any errors found during the audit review were returned to the counselors until the file met HUD regulations.
• Trained new Section 8 staff while offering ongoing coaching for senior counselors.
• Held regular team meetings to communicate expectations and resolve issues effectively.
• Acted as hearing officer for tenants appealing caseworker terminations.
• Reconciled portability records.

• Conducted training for employees on efficient claims and billing processing methods.
• Handled escalated calls from healthcare providers to verify coverage eligibility.
• Processed claims and physician payments accurately and promptly.

• Developed junior trainers to elevate delivery skills and support professional advancement during critical transition from Southwestern Bell to AT&T
• Taught classes of 15 to 30 representatives on telephone skills, sales, company policies, and procedures.

*Prior to being offered the senior training position, I excelled as an inbound call customer service agent where my duties included, but were not limited to, premier customer service and account retention, meeting monthly sales quotas, setting up new services, changing and transferring service, and, at times, offering technical support.

The position required navigating up to 7 different computer programs, depending on which type of inbound call was received.