Brooklyn Operations VP, Complaint Services Team Honored for Customer Service Excellence
A longtime NYCHA resident and employee and a team that assists residents in resolving complex issues have been recognized at the citywide level for their exemplary service to the NYCHA community.
On October 8, Jimmy Santana, Vice President of Public Housing Operations in Brooklyn, and NYCHA’s Complaint Services Team (CST) received the 2025 Excellence in Customer Service Award from the Mayor’s Office of Operations during a ceremony at NYPD headquarters in Lower Manhattan. The annual awards are presented across City agencies to honor “outstanding City workers and teams that demonstrate their dedication and commitment to New York City through their customer service achievements.”
As VP for Property Management Operations across Brooklyn, Mr. Santana oversees asset-based management, budgeting, property maintenance functions, contract management, and allocation of skilled trades. His wide-ranging responsibilities include improving the quality of service and production levels by planning and scheduling work and resolving staffing, budgetary, and procurement issues; addressing specific resident repair and customer service issues; developing and tracking strategic priorities; assisting in the response to external inquiries and requests; and assisting in emergency response actions.
Born and raised in NYCHA, Mr. Santana started his career at the Authority as a Caretaker and then rose through the ranks to serve in nearly every role in property management operations. Over the past two years as VP, he has turned Brooklyn operations into one of the highest performing boroughs across several metrics: increased repair productivity, faster completion of work orders, and the highest number of apartment turnovers across the city.
As both a resident and veteran employee with extensive knowledge of Authority operations, Mr. Santana brings an empathic approach to his work and cares deeply about his staff, often addressing his teams as “Brooklyn fam.” He invests in employees at every level, whether by working closely with maintenance workers or personally training superintendents, and he always makes himself available to residents and resident leaders.
Recognized for their collective efforts, the CST is also known for providing compassionate service and dedicated support to residents facing various challenges. The team, based in the Chief Operating Officer’s office, is led by Senior Advisor Marcela Medina and also includes Mamoudou Camara, Orkhan Manashirov, Joshua Gorfein, and Makdyanet Cedeno.
The CST is trained on every aspect of NYCHA’s operations and is specially positioned to break down bureaucratic silos, coordinating across divisions at the farthest reaches of the Authority. In addition to facilitating timely resolution of a diversity of issues, the CST is committed to providing courteous, thoughtful customer service.
“I’m very grateful and excited to see the CST recognized for our service to NYCHA residents,” Ms. Medina said. “Our team remains committed to treating every resident with respect and empathy. Even when we’re unable resolve an issue directly, we make sure residents are guided to the right place for further assistance. This recognition reflects the heart of our work — helping our residents feel heard, supported, and treated with dignity.”
Photo caption: The 2025 Excellence in Customer Service Award winners include NYCHA Complaint Services Team members (from left) Mamoudou Camara, Orkhan Manashirov, Joshua Gorfein, Marcela Medina, and Makdyanet Cedeno, as well as Jimmy Santana, Vice President of Public Housing Operations in Brooklyn.