•Manage 71 employees at the City of Chicago’s non-emergency telecommunication 24/7/365 call center (approx. 4 million calls annually) to provide information regarding City events and programs, receive/triage city service requests and status updates on previously requested services, process non-emergency police reports, and serve as the back-up facility to 911;•Provide oversight and training for City departments and other local government agencies on our enterprise-wide Customer Relationship Management (CRM) system that automatically routes service requests to City departments as an effective management tool to generate real-time reports for staff management, service delivery evaluation, track trends, highlight outstanding performance, target efficiency needs, and maximize their resources; •Coordinate the implementation and expansion of channels and new technology for residents/visitors to access city services and information;•Collaborate with various City departments, other local government agencies, and non-profit organizations to manage hotlines for resource assistance relating to homelessness, foreclosure prevention, etc.; and•Facilitate the City’s participation in neighborhood events/initiatives to improve quality of life.

•Managed the Community Programs Division which consisted of creating affordable, accessible home ownership opportunities, preserve existing homes through long-term affordability programs and maintenance of emergency small repairs as well as administer the delegate agencies programs to provide community resources for tenants, landlords, pre-purchase, post-purchase, foreclosure prevention counseling along with technical assistance and special financial tools for commercial/industrial businesses

•Initiated City services that complemented neighborhood initiatives as well as monitored and provided information to City departments and community stakeholders regarding City service delivery to increase productivity and efficiencies within designated community areas.

•Directed and managed the City’s participation in joint projects undertaken with public and private sector agencies, developers, and other government jurisdictions; Formulated, developed, and prepared written plans for neighborhood development including progress reports and identifiable effective implementation strategies; Supervised the selection of participating agencies as well as made presentations to appropriate governing bodies; and Discussed and negotiated the terms and conditions of development projects to support the consistency and implementation of designated plans for community areas.

•Responsible for planning, coordination, and implementation of real estate development projects which involved completing time-sensitive applications and activities; Marketed, showed, and completed sale negotiations for various properties; Negotiated lease terms for commercial properties as well as prepared construction draws for development projects; and Facilitated transactions for loan and property closings as well as participated in court appearances for properties involved in litigation.

•Worked to assist local businesses with resources for business retention/expansion, technical assistance, marketing, and research as a non-profit agency contracted by the City of Chicago; Coordinated and supervised business development activities including planning, development, and implementation of annual business participation projects; and Assisted in resource development and grant procurement for the organization.

•Managed and coordinated with staff for the efficient operation of the office; Prepared documents for City permits and ordinances for their passage as Public Policy; Drafted replies for community requests as well as scheduled and participated in community meetings with and for the Alderman; and Relayed orders, instructions, and interpretations of administrative decisions and polices given by his direction.