Customer Service Human Resources

Smirlandha Midy

*** **** **** ****** *** D*; Brooklyn, New York, 11226

Tel: 646-***-**** Email: **********@*****.***

SUMMARY

Diverse professional with experience working in Human Resources Administer, Customer Service, Frontline Coworker, After Sales Representative, and Lead Receptionist. Highly motivated, easily adaptable, excellent customer service, administrative and cash handling skills. Proficient in Microsoft Word, Excel, PowerPoint, PeopleSoft, Sales Force (HOST), Taleo, SAMS, CARES, and ADP. Ability to type 75 WPM.

WORK EXPERIENCE

HERRC Supervisor December 3, 2023- Present

NYC HEALTH + HOSPITALS. New York, NY

Provide oversight of day-to-day ground operations of the HERRC and ensure compliance with applicable policy and procedures

Serve as a designated H + H staff contact on-site at the HERRC for guest communication, vendor coordination and general service delivery

Provide timely, routine reporting on a variety of items as requested

Address and escalate on-site issues where necessary

Provide supervision and support for 24/7 operations as required

Shift Supervisor March 27, 2020- Oct. 23, 2023

ACACIA NETWORK Brooklyn, NY

Operated and COVID-19 Isolation and quarantine site

Responsible for providing supervision and administrative support for actions within the shelter.

Oversee immediate facility operations, including emergencies during assigned shift.

Supervise and train Residential Aides with performing various day to day tasks.

Coordinate and schedule floor post as well as lunch/breaks for Residential Aides.

Participate in operation departments team meetings.

Provide ongoing feedback to Residential Aides through coaching, mentoring and one-on-one supervision as directed by the Program Director.

Register new clients, orient them to the facility, and ensure that all mandated documentation is completed and distributed appropriately.

Perform random locker searches as directed by the Program Director.

Delegate and support Residential Aides with the completion of room inspections, wellness checks, garbage sweeps and kitchen assignments.

Verify meal delivery receipts for accuracy.

Shares information with the appropriate Case Manager and the Program Director regarding changes in client’s behaviors, requests, concerns and grievances.

Review logbook, shift report and provide briefings to incoming shift supervisors.

Maintain an account of all walkie-talkies, room key cards, metro cards, laundry cards and client’s belongings on shift.

Ensure pack-ups are completed and accurately divided into clothing, personal documents and valuables.

Provide timely and effective responses to client emergencies according to DHS incident training protocol and notification process.

Ensuring access control, surveillance, safety, and documentation of compliance with AAPCI, DHS and HRAs regulations including but not limited to the verification of clients arrival and departure from the premises, maintaining an accurate bed count in the facility, and documenting curfew violators, violations and incidents

Administrative Assistant July 3, 2018- March 26, 2020

ACACIA NETWORK Jamaica, NY

Assist Program Director with daily activities

Efficient in CARES

Organize, manage and update employees files

Develop contacts for off-site activities with businesses, community organizations and business

Responsible for processing payroll which includes making sure all worked hours are accounted for and any vacation or sick time are tracked and put into the payroll system.

Participated in multiple Callahan Inspections.

Prepares the monthly report for the program

Assist with morning shift in absence of shift supervisor.

Resource Assistant April 2017- Jan 2018

CATHOLIC CHARITIES Brooklyn, NY

Helps with the entire new hire application process. This includes collecting required employment information such as I-9’s, employment application, background checks, reference checks, and resumes.

Also has responsibility for processing payroll. This may include making sure all worked hours are accounted for and any vacation or sick time are tracked and put into the payroll system. They also answer employee payroll questions and facilitate resolution of paycheck errors.

Maintaining organized and up-to-date HR files. This includes information on employee benefits, employment status, paid time off, sick time or any other employee nonproductive hours. They may also keep files of performance appraisal information, grievance or corrective action.

Responsible for performing HR file audits to ensure that all required documents are collected and are maintained in employee files.

Administrative Support Team Sep 2015 – Mar 2017

MACY'S (Human Resources) New York, NY

Direct or coordinate the supportive services department of a business, agency, or organization

Set goals and deadlines for the department

Prepare and review operational reports and schedules to ensure accuracy and efficiency

Analyze internal processes and recommend and implement procedural or policy changes to improve operations, such as supply changes or the disposal of records

Conduct classes to teach procedures to staff and disposed of, or oversee the disposal of, surplus or unclaimed property

Returns Customer Relations Coworker May 2014 – Aug 2015

IKEA Brooklyn, NY

Conferred with customers by telephone or in person to provide information about 8 or services, take or enter orders, cancel accounts, or obtain details of complaints

Verified to ensure that appropriate changes were made to resolve customers' problems

Referred unresolved customer grievances to designated departments for further investigation

Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments

Recommended improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems

Verified to ensure that appropriate changes were made to resolve customers' problems.

Recommended improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems

Frontline Coworker Jun 2012 – May 2014

Brooklyn, NY

Received payment by cash, check, credit cards, vouchers, or automatic debits

Assisted customers by providing information and resolving their complaints

Established or identified prices of goods, services or admission, and tabulate bills using Calculators, cash registers, or optical price scanners

Answered customers' questions, and provide information on procedures or policies

Requested information or assistance using paging systems

Calculated total payments received during a time period, and reconcile this with total sales

Supervised others and provide on-the-job training and computed and recorded totals of transactions

Aftersales Representative Oct 2011 – Feb 2012

BEST BUY Brooklyn, NY

Reviewed claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims

Recommended improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems

Completed contract forms, prepare change of address records, or issue service discontinuance orders, using computers

Compared disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods

Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Lead Receptionist Nov 2009 – Aug 2010

VECTOR MARKETING New York, NY

Operated telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments

Greeted persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations

Resolved complaints from customers or the public

Performed administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents and filed and maintain records

Collected, sort, distribute, or prepare mail, messages, or courier deliveries

Received payment and record receipts for services

Scheduled appointments and maintain and update appointment calendars

EDUCATION

Berkeley College, Brooklyn, NY

Major: Bachelors in Criminal Justice 2019

Borough of Manhattan Community College, New York, NY

Major: Associate in Liberal Arts, Jun 2011

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