Ekram Abdi

• Oversaw complex service delivery for 300+ clients, managing program eligibility,
documentation, and communication across multiple stakeholder groups.
• Led continuous improvement efforts that decreased turnaround time on housing
applications by 20%.
• Created and implemented a client onboarding program, reducing knowledge gaps
and improving participant satisfaction.
• Served as liaison between clients, landlords, and agencies—navigating regulatory
environments while providing empathetic service.
• Designed and maintained databases that enhanced team-wide reporting and
decision-making.
• Collaborated on cross-agency outreach initiatives, connecting clients with external
support services (education, workforce training, financial coaching).
• Supported cross-departmental operations by facilitating communications, collecting
program metrics, and identifying process bottlenecks.
• Partnered with community organizations to expand access to resources, including
employment training, childcare, and financial coaching.
• Provided policy insights and recommendations for improving service efficiency and
client experience.

• Supported program operations including client intake, case reviews, and inter-agency
transfers.