Cornelia Watson

• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Managed overtime, shift swaps, breaks and PTO requests.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Produced and updated documents, reports and tracking spreadsheets using Software, Software and Software.
• Improved office efficiency by effectively managing internal communications and correspondence.

• Coordinated implementation of people-related services, policies and programs through departmental staff.
• Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
• Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
• Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.

• Answer a high volume of inbound calls from applicants, voucher program participants, Public Housing residents, and any other callers that are directed to the call center.
• Promptly respond to all inquiries regarding program information, Houston Housing Authority procedures, waiting list information, Houston Housing Authority events, other services, etc.
• Provide a high level of customer service by interacting with callers in a professional and courteous manner.
• Document calls and inquiry resolution by entering accurate and detailed notes into the electronic system of record according to the Call Center Manager’s guidelines.
• Use the electronic system of record to research client inquiries.
• Resolve calls upon first contact with the client.
• Communicate with other Houston Housing Authority employees via email to follow-up on client requests, or to relay any issues outside of the scope answerable by the Customer Service Representative position.
• Maintain client confidentiality.
• Perform a variety of clerical duties pertinent to Houston Housing Authority operations.
• Perform other related duties as assigned.
• Make outgoing calls when needed to Houston Housing Authority participants and landlords.

• Verified client information by analyzing existing evidence on file.
• Made contact with employers to discuss policies and individual client benefits.
• Assured timely verification of employee income prior to the client recertifications or appointments.
• Checked documentation for accuracy and validity on updated systems.
• Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
• Generated, posted and attached information to client files.
• Calculated adjustments, overpayments and refunds.
• Reviewed outstanding requests and redirected workloads to complete projects on time.

• Identifying, interpreting, and analyzing physical evidence.
• Assessing and collecting biological and non-biological samples.
• Handling hazardous materials appropriately and preventing contamination of physical evidence.
• Utilizing standard equipment when processing and analyzing samples.
• Accurately recording and reporting findings.
• Consulting with experts, like medical professionals, and chemists experts, where relevant.
• Expediting the submission of forensic reports to law offices.
• Collaborating with law offices on the further investigation of cases.
• Submitting physical evidence to legal counsel for court proceedings.

Relationship management: put our customers at the center of everything we do. Exemplify our Sales culture. Serve and educate customers on the product portfolio. Escalate issues to the DDO, and Corporate Office if unable to resolve the issue directly with the customer.

Cash handling: Handle and count currency, cash, and coins to include managing a cash drawer, counting cash deposits, moving cash from secure safe to cash drawer and other cash handling requirements. Responsible for bank deposits or bank pick-ups. Balance individual batch receipts with store sales reports at end of day and assist with resolving over/shorts as needed.

Loan processing: Perform necessary customer verifications to validate information presented. Accurately process loans and transactions per company policy.

Compliance: Responsible for compliance with company/State policy and procedures including Federal regulation where applicable.

Inbound/Outbound calls: Answer telephone inquiries in response to general questions, customer applications, requests or other issues. Place outgoing customer courtesy and collection calls in accordance with federal regulations and store operating procedures.

Brand Ambassador: Promote the Check ‘n Go brand professionally and ensure store appearance (internal and external) is maintained to company standards. Assist in the execution of all Company marketing plans and programs, ensuring precise and timely set-up, excellent execution and within established deadlines. Build business-to-business partnerships.

Store operation: Responsible and accountable for operations, development and training necessary for store achieving metric targets. Coordinate and maintain store staff schedule. Assist in covering other locations within the district. Support store staff to ensure excellent customer service and embodiment of Sales culture.