Mallory Kuklinski

Experience

• 

  Michele Smith for 43rd Ward Alderman

  Sept 2010 - Dec 2010

  Intern

  • 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

• 

  Department of Justice, Equality & Law Reform, Ireland.

  Feb 2011 - Apr 2011

  Intern

  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.) Show less

• 

  43rd Ward Alderman Offices- Alderman Michele Smith

  Sept 2011 - Feb 2012

  Intern

  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 Show less

• 

  CVR Associates

  Oct 2013 - Feb 2017

  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 Show less 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 Show less 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. Show less

  • Contract Administration Manager, Owner Services

    Dec 2016 - Feb 2017

  • Housing Choice Voucher Program Trainer

    Sept 2016 - Dec 2016

  • Program Operations Manager, Tenant Services

    Jan 2016 - Sept 2016

  • Contract Administration Supervisor

    Jun 2015 - Jan 2016

  • Reporting Analyst & Portability Supervisor

    Feb 2014 - Jun 2015

  • Housing Specialist for The Chicago Housing Authority

    Oct 2012 - Mar 2014

  • Acting Program Operations Supervisor at The Chicago Housing Authority

    Oct 2013 - Dec 2013
• 

  Redfin

  Mar 2017 - Oct 2023

  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% Show less

  • Regional Sales Support Manager | Buyer & Seller Transaction Support Management

    May 2018 - Oct 2023

  • Licensed Listing Coordinator | Seller Pre-Market & Listing Support

    Mar 2018 - May 2018

  • Licensed Transaction Coordinator | Buyer & Seller Transaction Support

    Aug 2017 - May 2018

  • Transaction Coordinator

    Mar 2017 - Aug 2017
• 

  Home Partners of America®

  Nov 2023 - now

  Senior Manager - Resident Relations, Housing Choice Voucher | Operations & Regulatory Compliance

  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 Show less