Brean Cook

• Maintained open communication by presenting regular updates on project status to management.
• Monitored project progress, identified risks and took corrective action as needed.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Reported regularly to managers on project budget, progress and technical problems.
• Mentored and coached team members on QA topics and strategies.
• Organized and maintained work environment to allow for maximum productivity.
• Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership.
• Fixed identified issues to increase productivity and boost workflows.
• Performed QA/QC on information taken during lead based paint risk assessments.
• Maintained open communication with labs to establish prompt timelines for sample results.
• Identified and corrected issues within the reporting process.
• Analyzed data received from LBP inspectors and labs for accuracy.
• Ran daily reports for meetings showing increases/decreases in productivity and provided solutions to better processing times.
• Communicated with program supervisors to ensure satisfaction and accuracy.

• The Texas Rent Relief Program provides rental and utility assistance to qualifying applicants to prevent housing instability, potential eviction, and financial hardships for tenants and landlords because of the COVID-19 pandemic
• Originally brought on to help manage the data transfer team and was subsequently moved to a team lead supporting program eligibility and quality control
• Assisted fellow Team Leads with attendance and quality checks, and making sure the team has a firm understanding of the program
• Having one-on-ones with Eligibility team members for additional training, where needed
• Assisted the Eligibility Team with questions and support for daily program changes
• Assisted with time management and etiquette through emails and phone calls for the Eligibility Team
• In charge of onboarding and training process for all case managers
• Helped implement a steady and effective flow of the training processes for new case managers
• Maintained an open questions and answers chat at request of the client to assist with additional training of their case managers.
• Coached team members in techniques necessary to complete job tasks.

• Coached new team members on service techniques and provided scoring through quality assurance program.
• Helped applicants receive appropriate, high-quality care with reasonable results.
• Identified, reviewed and evaluated documentation to ensure all program guidelines were met appropriately.
• Assisted with the onboarding and training of staff.
• Assisted with resume review and interviews for case manager positions to guarantee high performing staff.
• Coordinated with management for time entry, payroll, trainings, and all hiring needs.
• Coordinated with management and IT for software updates and builds to make certain all applicable data was being tracked.

The Texas GLO Homeowner Reimbursement Program

• Properly analyzed personal documentation submitted by applicants to make certain all program guidelines were met before moving through the next phases of the program.
• Analyzed environmental documentation provided by the state of Texas to verify coordinates and ensure the property that assistance was being requested for was in allowable floodplains.
• Analyzed lead based paint and mold assessments to make certain the property was appropriately up to standard or mediated according with TX law.
• Reviewed all legal documentation and coordinated with applicants in instances that affidavits were required per policy.
• Reviewed provided receipts by line for expensable items per program guidelines.
• Analyzed DRV documentation provided by damage assessors for accuracy based on SOP.
• Analyzed property appraisal documentation for owner relevancy and property add ons that may affect eligibility or DRV values.
• Reviewed all flood insurance and SBA loan documentation to incorporate into eligible reimbursement amounts.
• Used knowledge from all documentation review to ensure eligibility and calculate reimbursement totals.
• As lead, coordinated with management to create training materials and tighten up software tools to enhance and maximize staff performance.
• Led training for new QA/QC personnel
• Worked closely with management to review SOP and update as new situations arose throughout the program.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Maintained compliance with company policies, objectives and communication goals.
• Worked with management team to implement proper division of responsibilities.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Resolved issues through active listening and open-ended questioning, escalating major problems to Aptim.
• Coordinated with many hotels throughout the Texas and South Louisiana areas.
• Assisted with contracts and invoicing for participating hotels
• Managed a steady and available emergency hotline for the program open 24/7
• Coordinated with the employees seeking assistance to ensure maximum assistance was received.