Customer Service Program Manager

To Whom It May Concern:

I have attached my resume for your review. I have a proven track record of delivering efficient operational management that prioritizes excellent customer service. My effective communication skills have enabled me to become a mentoring leader, an innovative public speaker, and an effective collaborator.

Upon reviewing your current position, I felt compelled to submit my resume for your consideration. With over thirty years of experience in diverse aspects of administrative management, complemented by my demonstrated capacity to successfully spearhead operations and manage staff, I am confident in my ability to significantly contribute to your organization in this role.

I possess a range of skills, including developing administrative systems, managing organizational procedures, building solid relationships, and training and developing high-performance teams.

My ability to work across organizational levels and functions to drive policy development and enhance productivity and efficiency, along with excellent problem-solving and communication skills, prepares me to excel in this position.

Based on my proven administrative management experience, as outlined in my resume, and my enthusiasm and dedication to achieving success, I am confident that I can exceed your expectations for this role. I look forward to discussing this opportunity in detail.

Thank you for your time and consideration.

Respectfully,

Yolanda Hernandez

Education and Skills

2014 - MA, Business Administration Metropolitan College of New York

2005 - BA, Business Administration Monroe College, New York

Fluent in Spanish

Skilled in all MS Office Suite (Excel, Word, Outlook, PowerPoint)

Data Management Systems (Salesforce, NYC way, Elite, Microsoft Access, CARES NY, Oracle, Google Cloud)

Experience

Site Program Manager 04/2023 to Present

HERRC- NYC Health and Hospitals Corporation New York, New York

(Humanitarian Emergency Response and Relief Centers)

Lead daily on-site operations at services and programs.

Coordinate site staff, tools, and resources service providers to address guest needs.

Maintain and manage relationships with property/hotel management.

Provide feedback and coaching to site Supervisors or leads

Escalate performance opportunities or personnel considerations to the Deputy Director and/or executive group for support

Site Lead 10/2022 to 04/2023

HERRC- Health and Hospital New York, New York

(Humanitarian Emergency Response and Relief Centers)

Support on-site operations as directed by the Site Manager

Coordinate day-to-day operations services and programs.

Communicate with site vendors and program leaders to ensure alignment on key events.

Manage room and guest information within the HOST NYC system

Escalate issues needing executive or cross-site support to appropriate resources.

Attend recurring site and cross-site Manager or team meetings.

Service Coordinator 09/2022 to 06/2022

IHPhysicians New York, New York

Schedule 20-25 teams for NYC School Covid testing sites in Bronx, New York

Liaison between school faculty and clinicians

Work closely with Field Manager with securing testing protocols are adhered by testing teams

Review and provide guidance with Covid Testing

Monitor and adjust school testing sites schedules as need to secure proper coverage

Field Manager 01/2021 to 09/2022

IHPhysicians New York, New York

Manage and supply supervision for 50-60 Medical Clinicians

Liaison between school faculty and Clinicians

Trouble shoot areas of interruption when needed

Review and provide guidance with Corvid Testing

Train and develop new and seasoned staff

Visit schools in the borough of Queens for testing observation

Program Supervisor 07/2020 to 01/2021

Heartshare Human Services Brooklyn, New York

Manage and provide supervision for three coaches and a childcare specialist

Provided case review and ensured all client information was received and recorded accurately

Train and develop new and seasoned staff securing proper protocols are adhered to

Conduct conferences with non-compliant participants to avoid program termination

Developed pipelines for domestic violence, childcare, and substance abuse referrals

Conducted and developed crisis intervention and conflict resolution strategies

Community Coordinator 09/2015 to 07/2020

NYC Housing Preservation and Development New York, New York

Manage and provide supervision for two team leaders and ten case managers

Review and provide guidance with annual recertification processes

Review and provide guidance with new application processes

Liaison between agency and proprietors to troubleshoot HAP payment or subsidy interruptions for

participants

Conduct conferences with non-compliant participants to avoid program termination

Patient Care Specialist Supervisor 03/2009 to 09/2015

FEGS Health and Human Services, Article 28 Bronx, New York

Supervise multiple teams, including project assistants and patient care specialists

Manage and coordinate operations for administrative and support staff

Develop, direct, and monitor client flow to achieve and maintain timely service delivery

Manage quality assurance, productivity reports, client data, facility inspections, and safety policies

Oversee administrative budget including supply ordering and maintenance of facility

Home Visit Project Supervisor 02/2008 to 03/2009

FEGS Health and Human Services, Home Visit Project Bronx, New York

Supervised a team of 8 Community Liaisons, conducted staff training and evaluations

Managed and coordinated daily rotation and scheduling of client home visits and follow-up activities

Ensured team met all reporting requirements, including client case notes and documentation

Ensured compliance with funder, industry, and HIPPA requirements

WeCARE Supervisor 03/2007 to 02/2008

FEGS Health and Human Services Bronx, New York

Supervised a team of case manager supervisors and provided departmental leadership

Ensured program and department goals and client wellness objectives were met

Provided case review and ensured all client information was received and recorded accurately

Evaluated and ensured the accuracy of client wellness plans

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