Operations Supervisor - Lantern Community Services - Queens, NY
(2024-11 - 2026-08)
- Supervised daily shelter operations, ensuring the safety and security of residents, staff, and facility grounds.
- Provided crisis intervention and conflict resolution while maintaining a supportive environment.
- Maintained incident reports, resident grievances, and operational logbooks with accuracy and confidentiality.
- Coordinated communication between social services and operational departments regarding resident concerns.
- Conducted inspections of resident units to ensure compliance with health and safety standards.
- Monitored surveillance systems and reported security concerns promptly.
- Supervised Residential Aides and ensured completion of assigned responsibilities.
- Processed resident intakes and enforced agency policies and procedures.
- Maintained accurate resident records through automated data management systems.
Operations Supervisor - Acacia Housing Network, Inc. - Queens, NY
(2024-05 - 2024-11)
- Oversaw daily shelter operations and resident safety in a men's shelter environment.
- Responded to emergencies and crises while documenting incidents according to agency requirements.
- Maintained facility security through routine inspections and surveillance system monitoring.
- Ensured compliance with fire safety, health, and agency regulations.
- Coordinated resident intake procedures and maintained accurate documentation.
- Supported operational improvements and staff performance initiatives.
Senior Claims Deputy - Delaware Department of Labor - Newark, DE
(2020-08 - 2024-04)
- Reviewed and processed unemployment insurance claims in accordance with state and federal regulations.
- Evaluated claimant information and determined eligibility for unemployment benefits.
- Investigated discrepancies, resolved claim issues, and assisted with appeals processes.
- Communicated eligibility determinations and policy information to claimants and employers.
- Maintained accurate case records and entered claim information into agency databases.
- Trained and mentored newly hired Claims Deputies.
- Delivered exceptional customer service in a fast-paced, high-volume call center environment.
Operations Supervisor - Acacia Housing Network, Inc. - Bronx, NY
(2017-07 - 2020-05)
- Managed day-to-day operations of a family shelter serving parents and children.
- Conducted safety inspections and monitored facility security systems.
- Supervised Residential Aides and ensured compliance with agency policies and procedures.
- Processed resident intakes and maintained detailed operational documentation.
- Partnered with social service teams to address residents' needs and improve service delivery.
Referral Coordinator Intern - Citi Care, Inc. - New York, NY
(2016-02 - 2016-05)
- Coordinated patient referrals and maintained accurate healthcare documentation.
- Utilized Medisoft Billing Software and Electronic Health Record (EHR) systems.
- Verified insurance coverage and assisted with billing-related processes.
- Scheduled appointments and communicated referral requirements to patients and providers.
- Supported continuity of care through efficient coordination activities.
Certified Home Health Aide - Progressive Home Health Services, Inc. - New York, NY
(2013-05 - 2014-01)
- Assisted clients with daily living activities, including personal care and mobility support.
- Monitored client well-being and reported changes in condition to nursing staff.
- Supported medication reminders and transportation to appointments.
- Maintained safe, clean, and comfortable living environments.
Reservationist / Customer Service Representative - First Transit, Inc. - Long Island City, NY
(2010-02 - 2013-03)
- Managed high-volume inbound calls and transportation scheduling requests.
- Resolved customer inquiries and service-related concerns professionally.
- Updated customer information and maintained accurate database records.
- Coordinated transportation schedules and dispatch activities.
- Ensured efficient service delivery and customer satisfaction.
