The NYC Build it Back Program is implemented by the Mayor’s Housing Recovery Office to assist homeowners affected by Hurricane Sandy in the five boroughs. The program offers multiple pathways to assistance, including: property rehabilitation or reconstruction, reimbursement for repair work already carried out and acquisition of homes. Conducted in-depth case analysis on over 18,000 applications using Microsoft Dynamics CRM, Build it Backs case management program. Findings from my analysis were used to aide customers with any inquiries regarding their application. My findings also served as a base to help implement over 20 special outreach populations.Improved the call center call volume by decreasing call backlog from over 10 calls a day to zero calls.Ensured proper daily coverage of call center operations by assigning voicemail call backs and incoming calls daily, making attendance reports and supervising the entire call center staff of 12 representatives.Wrote and distributed the meeting notes for every Customer Service Team Meeting that was held twice weekly.Reviewed and disposition over 300 applications that were placed on hold by Department of Design and Construction (DDC) Construction Management firms.Provided training to Customer Service Representatives on new policies and procedures, these updates were critical in ensuring that we provided the best Customer Service to the clients. Conducted onboarding training with the Associate Director of Customer Service for incoming Customer Service staff, totaling 20 trainees.Drafted written responses to formal complaints for 50 priority applications.Created and implemented the scripting and job aide for outreach to applicants in the construction phase of the program informing them of important policy update that holds contractors responsible for inactivity on the worksite. This policy pertained to over 75% of the entire population of the applicants in Build it Back program.

The New York State Black, Puerto Rican, Hispanic and Asian Legislative Caucus is an alliance of assembly members dedicated to addressing the needs of marginalized groups in the legislative process. I was handpicked to become program assistant out of 30 candidates. Organized and coordinated 3 forums used as platforms to start meaningful conversations with the members of the communities that the Caucus served. Conducted in depth research by working closely with the States Research Department to provide data needed several of the Caucuses initiatives including the initiative to end “stop and frisk”.Help assist all 25 members of caucus with any special projects or events that they were hosting for their constituents

The Downtown Albany Business Improvement District is an organization dedicated to maintaining the character and vitality of the downtown area. The Downtown Albany BID elevates the quality of living for people who live and work in the downtown area by hosting special events, beautification and business attraction.Developed a system for organizing information to update the company’s website.Created many visual aids for events and other programs offered by the organization.Worked closely alongside the Special Events team coordinator to help execute events.Kept local businesses and residents informed on programs offered by the organization by conducting door to door visits.

The National Development and Research Institutes (NDRI) is a private, not-for-profit organization that has conducted substance use and other bio-behavioral research nationwide and throughout the world. NDRI focuses on addiction and has generated scientific discoveries associated with HIV and hepatitis C, overdose, chronic pain, prevention of cancer, tobacco control and criminal justice. Organized all data collected from research conducted in field studies.Coded and uploaded all research information into NDRI database. Transcribed interviews obtained during field studies.

Break The Chains is a dynamic not-for-profit organization that promotes alternatives to current drug policy that are grounded in science, compassion, health and human rights. Break The Chains engages communities that are impacted by the punitive drug policies to become advocates to end the “war on drugs”. • Organized files for the program.• Assisted with the travel scheduling and accommodations for outreach efforts in Baltimore. • Ensured that the office supplies were fully stocked by completing inventory once a week.