Manuel Mena

Experienced professional with management experience and goal achiever with successful background starting and expanding performing teams. Driven to ensure staff compliance with state and federal procedures.

Senior Supervisor of Delivery - Conduent - Albany, New York

(2022-01)

Manage day to day operation of New York State Child Support Call Center.

• Oversee the work of 25+ Customer Service Agents in the call center
• Analyze CSR agents' performance and quality of work provide coaching
• Responsible for taking over serious threatening calls made by callers to de-escalate the situation and/or determine if I must escalate to higher authority
• Read and write company policy and procedures as well as translate all documents into Spanish

Public Health Advisor Case Investigator - New York City Health & Hospitals - New York, New York

(2020-01 - 2022-12)

• Responsible for interviewing individuals and providing health information and essential services, collecting, and analyzing data
• Writing and summarizing all responses

Assistant to the Chairperson - Program Committee - Ossining, New York

(2006-01 - 2019-12)

Responsible for evaluating and assigning relevant transitional services to parole ready individuals to prepare them for reentry to society.

• Assigned work/therapeutic programming to impacted populations and ensured all individuals were paid their incentive allowance accordingly
• Managed the day-to-day operation of programming 200 individuals weekly

Youth Coordinator - Youth Awareness Program - Ossining, New York

(2004-01 - 2006-12)

• Coordinated group meetings with at risk youths and provided youth counseling to deter gang violence and antisocial behaviors
• Organized and coordinated gun buy backs with community stakeholder

Executive Assistant to Deputy Vice President - Human Service Centers, Inc. - Elmhurst, New York

(2001-01 - 2003-12)

• Responsible for hiring and supervising/managing a staff of two hundred individuals throughout seven sites consisting of receptionist, file room clerks, maintenance, and peer counselors
• Worked with youth program assigning class work and counseling
• Also referred cases as means of alternative to incarceration from courts to Human Service Centers, Inc. as part of the Criminal Justice Department

Masters - Professional Studies - New York Theological Seminary (2014-01)

Bachelors Degree - Behavioral Science - Mercy College (2013-01)

Associates Degree - Behavioral Science - Mercy College (2012-01)