Quality Control Human Resources

Phone: 773-***-**** (Cell)

E-mail: ad8rki@r.postjobfree.com

KIM DOAN

PROFESSIONAL SUMMARY

Experienced Program Supervisor, performing data management and human resources. Excelling in reallocation of government-funded grants and quality control. Expert in leveraging analytical skills and comprehensive knowledge in Microsoft Excel and communication to enhance operation efficiency and team productivity. Achieved significant improvements in case assessment accuracy and program application review. Proven expertise in leveraging data analytics to inform strategic HR decisions, optimize workforce performance, and enhance employee engagement. Ability to learn quickly, highly organized, strong attention to detail and produce a quality final work product.

EXPERIENCE

Appeals Supervisor / Eligibility & Financial Reviewer (Primary and Secondary Reviewer)

Beacon Hill Staffing Group, LLC 5/2021 – 8/2024

•Promoted to specialized team in reallocation of government funded pandemic emergency grants for Housing and utility stabilization responsible for case assessment and discrepancy resolution.

•Provided direct supervisor for ERAP Case Specialists and served as secondary reviewer of program applications.

•Managed and/or provided day-to-day leadership to Case Specialists engages in specified ERAP project activities, as appropriate to the position.

•Maintained working knowledge of ERAP application processing criteria and adhere to outlined policies and procedures.

•Provided daily operational updates to Operations Managers and Case Coordinator.

•Assisted Appeals Team members with complicated case questions.

•Monitored Case Specialist performance, productivity, and adherence to outlined policies and procedures and provided guidance and/or escalation as needed.

•Worked professionally and with due diligence and was expeditious to meet quality and production requirements.

•Reviewed and analyzed appeal cases.

•Performed Outbound calling Campaign to delivery proactive, predictive, and personalized Landlord/Tenant engagement throughout Outreach Campaign.

Quality Control Reviewer (QC Team)

Beacon Hill Staffing Group, LLC

•Checked the entire application with Unit Details, Owner Details, GIACT and Melisa.

•Performed arrears Calculates income, deductions, exemptions, and rental assistance amounts.

•Performed quality assurance and quality control of applicant files and worked directly with eligibility review staff.

•Possessed excellent attention to detail and a process improvement mindset.

Case Specialist (Tenant & Arrears Team)

Beacon Hill Staffing Group, LLC

•Leveraged analytical skills to conduct first line of review for ERAP applications, ensuring methodology follows program outlined guidelines and requirements.

•Ensured all work is done in conformance with program guidelines and rules to ensure the highest level of accuracy in all calculations, reviews/analyses, and determinations; conform with all quality assurance and quality control requirements.

•Ensured applications’ files are complete, concise, and observe applicant/file confidentiality etiquette.

•Advised both Tenants and Landlords of program regulations, administrative policies, and procedures when required.

Mortgage Disposition Department - Foreclosure Specialty Representative I - Remote

Beacon Hill Staffing Group, LLC 1/2021 – 4/2021

•Partnered with foreclosure attorneys to ensure loans/files are worked timely, accurately, and in accordance with applicable guidelines.

•Monitored and expedited the handling of foreclosure processes on assigned loans within the guidelines of FHA, VA, PMI, Fannie Mae, Freddie Mac, private investors, and state laws.

•Prepared or initiate the preparation and execution of all documents related to foreclosure processes.

•Ensured all actions to take a loan to foreclosure are within the appropriate investor and required guidelines and timeframes. This includes, but is not limited to, filing of first action, service, judgement, foreclosure sales, and notifying investor.

•Processed the sale on all loan types.

•Timely and accurately update reporting for Freddie Mac DFRI, Fannie Mae Laser, and HUD SFDMS.

•Kept foreclosure screens accurately updated.

•Accessed Document Hub through the DMI Intranet Portal: Compile documents and files together. Search, retrieve documents, Sort, index documents, Scan, Save, print, and share documents.

•Accessed MSP Explorer through the Black Knight Portal to complete tasks and transmit documents to Foreclosure Department.

•File Setup - Loss Mitigation Department to access all loan types. Special Programs file setup such as Forbearance, Forbearance Extension and Opt-Out.

Corporate Concierge

The Metropolitan Club 5/2019–3/2020

•Managed members relations by greeting, taking reservations, handling members inquiries/complaints and problem-solving.

•Conversed with Members and guests in an outgoing and friendly manner.

•Performed professionally and courteously.

•Worked with Membership Director to create and enter events in the CaterPro and MemberFirst App. Contacted members and potential members via email with information on events to build member database.

Administrative Assistant

DB Sterlin Consultants, Inc 4/2007–6/2009

•Performed a wide variety of executive secretarial and administrative duties included scheduling meetings, answering phones, managing databases, disseminating information (through email and internal memos), creating spreadsheets, generating reports, ordering equipment, and working with clients.

•Assisted the Project Manager in preparing transmittal and updating the correspondence.

•Created and maintained project logs including updating project budgets, deadlines, expenditures in Quickbooks.

•Prepared new hire documents.

•Assisted in monthly billings and weekly timesheets.

Office Manager

Shah Engineering, Inc. 9/2000–3/2007

•Utilized QuickBooks to run payroll and company operations and finances including Invoice statements, Account Receivable/Payable, filing Quarterly Tax, and employee records.

•Reviewed and monitored existing contracts and RFQ’s

•Created and edited slides for proposal meetings

•Performed professional licensing research.

•Coordinated schedules for meetings and interviews.

•Monitored and maintained office supplies inventory.

•Managed a team of 3 administrative staff.

•Implements office policies and procedures.

Marketing Coordinator

Shah Engineering, Inc.

•Gathered all documentation for Proposal production such as RFP, Qualifications, marketing materials (company brochure/outline/resumes) and required forms for the City of Chicago, IDOT, METRA, and CTA RFQ/RFP’s including SF254/255 information.

•Assisted in preparation of detailed project specifications and cost estimates.

•Prepared and submitted proposals/contract

COMPUTER SKILLS

Black Knight, Deltek Vision, QuickBooks, Microsoft Word, Excel, Microsoft Team, Access, PowerPoint, Adobe Acrobat, Docu Phase, CSR.

Communication / Self-motivated / Team Player / High organized / Detail-oriented / Learn quickly / Attention to detail / Problem solving / payroll / Proposal production / Scheduling / Data analytics /Administrative duties / Member relations / Document Management / Workforce performance.

Bilingual: English - Vietnamese

EDUCATION

B.S.: Computer Information System.

The University of Illinois at Chicago (06/2000)

CERTIFICATIONS

Successfully complete Pre-Foreclosure Fundamentals 3-day training at Dovenmuehle Mortgage LLC.

ERAP Top Produced Certification.

ERAP Supervisor of the Week Certification

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