Mark Plummer Email & Phone Number

Chicago, Illinois, United States

Led 7 community-based housing programs and services from strategic planning to day-to-day operations with a staff of 40+, serving 30K+ families. - Launched organization’s first comprehensive customer satisfaction survey program including content development, benchmark identification, and delivery strategy, consistently reporting a customer satisfaction rate of 90%. - Cultivated a community of unity and accountability from program development to offering expansion, with notable successes including launching an ambassador program for community members to give back. - Transformed an in-person service experience to virtual by defining operational requirements, strategically allocating resources, and evaluating key findings, enabling proactive support to at-risk seniors despite COVID-19 challenges. - Expanded program awareness including content development, marketing strategy, and relationship development, enhancing exposure across all key stakeholders from community members to government officials. - Championed diverse process improvements from conceptualization through execution and implementation including gap analysis, needs assessment, and project planning, ensuring alignment with federal, state, and organizational guidelines.- Drove client operational excellence by defining key performance metrics, collaborating with technical partners, building automated reporting, and gaining team-wide buy-in, increasing client services efficiency by 25%. - Optimized team-wide performance including hiring and onboarding, training and development, transparent communication, and clear expectation setting, repeatedly improving engagement and performance across at-risk team members.

Managed the resident experience across the organization from conflict resolution to workflow optimization, leading a team of 20 serving 30k+ resident families across the city. - Developed a complaint management tracking system from inception through implementation in partnership with technical team members, illuminating gaps and trends in resident issues. - Streamlined resident support operations by analyzing resident needs, defining KPIs, and implementing expectations across all team members, establishing a culture of service excellence. - Expanded resource access to residents through strategic partnership with local hotels, optimizing the resident experience. - Drove the resident experience across all key stakeholders including neighborhood organizations, elected officials, internal leaders, community partner, and residents, resulting in unified and mission-aligned effort. - Ensured quality assurance including policy analysis, program reviews, needs assessments, SOP development, and customized corrective action planning, as the internal quality and safety advocate.

- Director multiple organizational programs and services with teams of up to 46 serving youth, seniors, and more, securing funding, allocating resources, and managing results.

- Managed budget operations including budget preparation, expenditure review, revenue analysis, purchasing disbursement, risk analysis, payroll reporting, and all other fiscal matters, for annual budgets of up to $210M. - Directed the technology implementation of the organization’s transition to the web-based Oracle-based Financial Management and Purchasing System (FMPS), enabling accessible, centralized data management.