Shantel Pierre-Louis
Midway,FL
Summary
Experienced professional with a strong background in customer success management, program supervision, and contract administration. Skilled in stakeholder engagement, and process optimization. Outgoing and detail-focused individual excelling in communication and problem-solving. Possesses significant understanding of project coordination and data analysis, with strong abilities in planning and implementing programs. Aims to drive impactful results through efficient process management and collaboration.
Overview
8
8
years of professional experience
Work History
Program Specialist VI
Texas Department of Housing and Community Affairs
08.2022 - 01.2024
- Managed approximately 50 applicant inquiries submitted daily to TDHCA via phone and email, ensuring timely and accurate responses in alignment with program policies
- Developed standardized template responses and messaging for internal departments and external agencies/vendors, enhancing communication efficiency and consistency
- Reviewed mortgage, property taxes and utility cases for Texas homeowners utilizing (Yardi) on their internal CDF record tracking mortgage approval system
- Coordinated and led project management efforts to streamline applicant support processes, improving response times and overall customer satisfaction
- Maintained and optimized complaint backlog and processes, facilitating effective resolution by channeling escalations to the appropriate review team
- Demonstrated proficiency in de-escalating situations involving complaints, providing homeowner assistance and support to resolve issues internally and externally, fostering positive stakeholder relationships
- Engaged with appeals and legislative-related applicants, as well as TDHCA's legislative staff, delivering excellent customer service during crisis situations, and effectively managing stakeholder interactions
- Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
- Streamlined communication channels between departments, enhancing overall organizational workflow efficiency as it pertains to the execution of assigned projects.
Program Supervisor
Department of Economic Opportunity
07.2021 - 07.2022
- Supervised and coordinated the activities of 3 program units including: Wage Audit, Special Payments, and Banking Verifications, implementing project management methodologies to ensure effective task delegation and resource allocation
- Reviewed and approved timesheets, overseeing project timelines and budgets to ensure adherence to deadlines and financial constraints
- Conducted counseling sessions with staff and administered annual evaluations, identifying areas for improvement and implementing strategies to enhance team performance and productivity
- Scheduled and facilitated team meetings to discuss current events within the agency, fostering collaboration and alignment of project goals and objectives
- Created and maintained production reports to monitor the weekly work output of each staff member, utilizing agency software to track progress and identify potential bottlenecks
- Conducted wage audits for claimants reporting benefits while employed, managing audit projects from inception to completion, ensuring compliance with regulatory requirements and organizational policies
- Oversaw staff training and development programs, ensuring employees were equipped with the skills needed to excel in their roles.
- Facilitated regular team meetings, keeping staff informed about updates, changes, or upcoming events related to the program they supervised.
- Evaluated program performance regularly, using data-driven insights to inform future decision-making processes.
- Enhanced team productivity through effective delegation, task prioritization, and clear communication.
- Collaborated with cross-functional teams to develop innovative solutions for complex problems facing the organization or its clients.
Contract Manager
Department of Children & Families
02.2019 - 07.2021
- Negotiated contract budgets and deliverables, employing project management techniques to ensure alignment with project objectives and stakeholder expectations
- Insured contract closeouts, amendments, Post award notices, and reviewing contract scope of works and financial assessments
- Conducted thorough reviews of documentation related to contract expenditures, ensuring accuracy and compliance with contractual agreements and project budgets
- Processed, inspected, and approved invoices for payment, managing project finances and adhering to budgetary constraints
- Provided diligent oversight of provider performance, serving as the primary point of contact for the department and implementing strategies to address any performance issues or concern
- Maintained comprehensive files of records pertaining to contracts for annual review, ensuring compliance with regulatory requirements and project documentation standards
- Developed strong relationships with clients and vendors, fostering mutually beneficial partnerships.
- Successfully managed high volumes of contracts simultaneously while meeting tight deadlines and ensuring accuracy.
- On-boarded and trained new staff to keep team efficient and prepare team members to effectively handle demands of simultaneous and large-scale contracts.
- Maintained an organized repository of all active contracts, allowing easy access for relevant stakeholders when needed.
- Managed, supervised and controlled execution of contracts ranging from $2 Million to $10 Million.
- Completed bi-weekly payroll for 22 employees.
Lead Employment Security Representative
Department of Economic Opportunity
07.2016 - 02.2019
- Led a high-volume contact center team answering approximately 100 incoming calls for Florida's reemployment program, utilizing management principles to ensure efficient operations and timely resolution of claimant issues
- Provided training and mentorship to agents assisting claimants, employing effective teaching strategies to enhance team performance and productivity
- Communicated decisions on claims to internal departments via email, ensuring clear and timely dissemination of information to stakeholders
- Managed adherence forms for agents, implementing workforce management (WFM) strategies to optimize scheduling and resource allocation, ensuring compliance with project timelines and objectives.
Education
Bachelor of Science - Public Relations
Florida A&M University
Tallahassee, Florida05.2014
Skills
- Strategic Stakeholder Management
- Analytical Problem-Solving
- Communication
- Contract Management
- Expense tracking
- Customer service
- Strategic Planning
- Staff development
- Eligibility determination
- Team Leadership
- Report creation
- Client Support
- Standard operating procedures
Timeline
Program Specialist VI
Texas Department of Housing and Community Affairs
08.2022 - 01.2024
Program Supervisor
Department of Economic Opportunity
07.2021 - 07.2022
Contract Manager
Department of Children & Families
02.2019 - 07.2021
Lead Employment Security Representative
Department of Economic Opportunity
07.2016 - 02.2019
Bachelor of Science - Public Relations
Florida A&M University
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