Mallory Kuklinski Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

A Blackstone Portfolio Company. Restructured and reorganized the Housing Choice Voucher (HCV) resident relations department- resulting in improved morale and efficiency, streamlined operations, increased cross-departmental collaboration and greater organizational understanding of nuances involved with working with federal subsidy. I oversee the administration of property management services for ~300 Housing Choice Voucher residents across 16 states. My responsibilities include monitoring the financial performance of these properties, ensuring efficient and effective service delivery, and creating comprehensive standard operating procedures to enhance service quality. My work ensures that residents receive the best possible support while maintaining compliance with all relevant regulations.Accomplishments:• Oversaw ~2.9x portfolio growth and facilitated data collection and analysis of resident information; developed workflow and standard operations procedures for the HCV resident relations team• Spearheaded project group to restructure HCV resident rent ledgers - saving my team approximately 30 hours of work per week, enabling them to focus on higher-priority tasks and providing greater clarity around balance to residents. In collaboration with Accounting and Product teams.• Devised and implemented process to request 5% annual rent increases from Housing Authorities for all residents to increase company profits, without overburdening residents• Designed project management workflow for Applications team to track the HCV inspection process, enabling data collection for continuous improvement and circumventing other software limitations to improve customer experience and reduce process time• Single-handedly reviewed 120+ HCV collection holds, which were unable to move forward previously. Developed streamlined process for both teams, identified over $300k+ in eligible collections in the process

Greater Chicago Area

Served as the primary manager for 25-30 transaction support team members handing 4k-6k transactions per year of 100+ Redfin Agents in Chicago & its surrounding suburbs, as well as several smaller markets. Proactively identified solutions to enhance the sales team's capabilities by increasing efficiency of support and improving quality of tasks handled by the team. Ensured compliance with all relevant real estate regulations, laws, and ethical standards. Stayed updated with industry trends and changes in regulations, adapting processes and procedures accordingly to mitigate risks and maintain legal compliance.Accomplishments:• Led group of managers to create and maintain internal quality assurance audits and performance management procedures; including establishing measurement criteria, Google Forms and then Tableau reporting and KPI development across 100+ individual markets. Resulted in average quality assurance rating of 90+% monthly nationwide in meeting both internal and external market standards.• 90+% manager effectiveness and satisfaction in bi-annual employee engagement surveys• Championed the launch and ongoing management of support employee recognition program, including driving engagement resulting in 15+ nominations per month for the markets I worked with directly• Played a key role in designing, implementing and providing post-launch feedback for comprehensive standard operating procedures for Transaction Coordinators as one of Redfin’s most tenured Support Operations Managers - improving customer engagement and streamlining service efficiency by reducing time to complete tasks by 50%

Greater Boston Area

• Used market knowledge, Redfin tools and MLS to keep sellers informed about pre-listing activities related to their home sale• Answered clients' questions and be their guide through the listing process• Retrieved property details and input this information into the local MLS• Coordinated home photography and staging, sign posting and other necessary appointments• Created flyers and other necessary marketing materials

Greater Boston Area

• Worked with team of 7-11 buy-side real estate agents to manage post mutual real estate transactions• Act as a liaison between clients, lenders, attorneys, appraisers, and other parties• Answer clients' questions and guide them through the home buying process• Coordinate and schedule post-mutual appointments and events (inspections, appraisals, walk throughs, closings, etc)MA Real Estate License # 9557688

Greater Chicago Area

• Worked with team of 7-11 buy-side real estate agents to manage post mutual real estate transactions• Act as a liaison between clients, lenders, attorneys, appraisers, and other parties• Answer clients' questions and guide them through the home buying process• Coordinate and schedule post-mutual appointments and events (inspections, appraisals, walk throughs, closings, etc)

Greater Chicago Area

Oversaw and administered daily operations, training and oversight of contract administration team for the HCV South & Central Satellite offices, servicing over 35,000 families.

Greater Chicago Area

Analyzed, updated and authored training materials and programs for caseworkers and call center staff in continued education and new hire formats.

Greater Chicago Area

Oversaw and administered daily operations of the moves, interim (subsidy) reexamination and reporting teams for the HCV South Satellite office, servicing over 20,000 families. • Directly managed three teams of supervisors, housing specialists and participant liaisons at the South regional office of the Housing Choice Voucher Program at Chicago Housing Authority. • Ensured excellent customer service is provided to all 26,000+ clients serviced by the South office• Trained staff assigned to the aforementioned teams in order to properly perform their functions• Monitored all staff to ensure that the policies and procedures of CVR as well as Chicago Housing Authority are being adhered to• Ensured that CVR's contractual obligations to all clients are being met• Assisted in recruitment and hiring of new employees• Resolved operational and human resource issues as they arise• Maintained professional atmosphere to guarantee ethical customer service• Created and provided reporting on the status of all productivity of the teams for overall program functionality• Applied CHA and HUD guidance in order to recommend appropriate solutions to complex problems as they arise

Greater Chicago Area

Oversaw and provided guidance to contract administration team responsible for processing subsidy transfers between units; with focus on ensuring timely completion in accordance with contractual obligations. Reviewed for compliance and executed approximately 75 - 100 contracts biweekly in accordance with HUD & CHA guidance.• Supervised the completion of transfers and move requests for the Housing Choice Voucher (HCV) Program's current participants• Reviewed and executed Housing Assistance Payment contracts between CHA and the tenant's new landlord, ensuring that the lease terms between the tenant and landlord aligned• Answered escalated inquiries from tenants and property owners• Monitored 10 staff members to ensure that productivity & quality assurance standards were met

Greater Chicago Area

Created, analyzed and reconciled various reports associated with Tenant Services operations for the HCV program. Oversaw and managed operations and staffing for residents transferring into CHA’s jurisdiction from other housing authorities at a volume of approximately 50+ families per month - ensuring communication and paperwork was professional, organized, accurate and punctual. • Reviewed tenant and vendor ledgers to ensure correct payments were being made to all parties. • Maintained optimal knowledge of Housing Choice Voucher program rules and regulations, across various states and jurisdictions• Managed the scheduling of approximately 200 participants per month for reexamination and reinstatement appointments.

Chicago, Il

Assessed a caseload of between 70 - 100 families per month, redetermining their eligibility to continue receiving subsidy in the HCV program. Consistently averaged Quality Assurance scores 90%+• Regularly interacted with property owners for document requests and payment explanations as assigned- including the review of vendor ledgers and holds on payments• Certified by the National Association of Housing and Redevelopment Officials with a certification test score of over 90%

Bronzeville, Chicago Il

• Supervised a team of 3 housing specialists to answer questions, ensure adherence to guidance and meet assigned deadlines in absence of regular program operations supervisor• Assigned work to staff members as necessary- including reinstated participants, Salesforce cases, etc• Reviewed files of new staff members to provide feedback and clarity on issues that may arise; facility discussion on said issues

Greater Chicago Area

Entered constituents’ needs into 311 data base; conducted appropriate constituent communication• Helped research logistical options for Senior Bingo Day held on October 29, 2011 and other events• Created flyers and posters for events when necessary or when asked by staff members• Assisted staff member in condominium scavenger rebates• Answer phones and record messages• Organized and filed past constituent communications and complaints• Gained familiarity with various staff members’ departments in order to better assist them• Assisted office manager with mailings and with the composition of an “intern guidebook”• Organized Alderman’s business cards• Various other administrative tasks

Part of DePaul University’s Irish Society and Politics Study Abroad Program- Dublin• Created dossier of potential new ministerial candidates- including background and positions on issues-for Secretary General• Researched the benefits of prisoner rehabilitation to the tax payer for Secretary General’s speech at the International Penal and Penitentiary Foundation’s annual colloquium• Gained familiarity with various sectors of the department through visitations- including the Irish police force inspectorate (An Garda Síochána Inspectorate), a state prison, Dublin Castle, and a meet-and- greet with various heads of departments (including head of CSI, the Irish equivalent of the FBI, etc.)

Greater Chicago Area

• Collected petition signatures• Created flyers and posters for various events including meet-and-greets and fundraisers• Organized database of phone numbers and addresses for community members• Served as DePaul Outreach Coordinator for campaign• Visited polls and delivered lunches on Election Day in November• Accompanied campaign manager to organize petitions and officially enter Smith in the race• Registered people to vote using “motor voter” voter registration forms