Front Desk Case Management

Nakiya M. Santos

Location: East Orange, NJ

Cell: (201) 852- 8678

Email: ****************@*****.***

CAREER OBJECTIVE

Dedicated, skilled, highly self-motivated professional with proven success in higher education, mentorship, and health care. Offers strong leadership, critical thinking, program development with strong interpersonal and communication skills.

CORE STRENGTHS

Educator

Case Management

Peer leadership

Employee Training and Development

Leadership Coaching and Counseling

Recruiter

Flexibility and Multitasking

Administrative practices

Diverse in policies and procedures

EDUCATIONAL BACKGROUND

Educational leadership (Doctoral Program)-Capella University-Online program (currently attending)

Master of Arts, Social Work -Rutgers University- Newark NJ

Bachelor of Arts, Social Work minor Sociology- Rutgers University- Newark NJ

Associate in Human Services (Pre-Social Work)- Hudson Community College-Jersey City, NJ

PROFESSIONAL EXPERIENCE

Hudson County Community College 06/2015-present

Lead Professor for Academic and Workforce Pathway 09/2021-present Admissions Recruiter 06/2019-06-/2022 Front Desk Assistant 08/2016-06-/2019 Peer Leader 06/2015-08/2016

Provided consistent support to incarcerated students, fostering educational progress during incarceration.

Designed and implemented a reentry pathway module to aid in successful community reintegration.

Advised students on strategies to avoid recidivism and pursue long-term success.

Facilitated life skills and goal-setting workshops to enhance student development.

Built meaningful relationships with students and connected them to vital community resources.

Collaborated with Reentry of New Jersey to ensure smooth transitions for returning citizens.

Recruited prospective students from 10 assigned New Jersey high schools.

Guided over 1,000 students through the college application and enrollment process.

Conducted community outreach to engage new student populations.

Represented the college at 100+ high school and college fairs, offering guidance to students and families.

Organized and coordinated 10+ on-campus events to promote college access.

Provided front desk and phone-based support for enrollment services.

Granted permissions to perform student record overrides and FERPA requests through the registrar.

Assisted with the planning and execution of HCCC’s first outdoor Open-Door event in 2021.

Handled intake, collection, and distribution of student documents among departments.

Uploaded and maintained accurate student records in Colleague system.

Supported students with academic advising, course add/drop, enrollment, and scheduling appointments.

Delivered 100+ campus tours and ensured timely follow-up for interested students.

Mentored over 200 students, offering both academic and personal guidance.

Demonstrated leadership, professionalism, and an unwavering commitment to student success.

OSP Academic Counselor-New Jersey City University, Jersey City, NJ 06/2022- 5/2024

Included academic, personal, career and financial aid advisement

Advised assigned caseload on academic requirements, course sequencing, 4-year graduation plans, financial aid requirements, pre-registration/registration, and career goals

Conduct bi-weekly advising appointments with students on an Action Plan

Determined any academic, financial and or social for assigned caseload

Taught an orientation to college course offered to students by the University

Maintained accurate records and files related to their respective caseload and generated reports upon request

Created and hosted workshops for OSP students

Awarded a budget of $12,300 for the Protecting my Mental Health and Peace Workshop, Special Project Grant, EOF/OSP

Awarded a budget of 15,00 for I am Queer, Here, Loud, Proud, and Free Initiative, Special Project Grant EOF/OSP (initial creator of program)

Intern- SHE IS (non-profit organization) mentoring program- Jersey City, NJ 05/2016- 07/2016

Performed initial intake interviews with families of youth

Performed administrative functions such as sending and responding to emails

Scheduled events and meetings for staff and families of youth

Intern- Hudson Pride Connections Center (non-profit organization) LGBTQ haven 09/2019- 02/2021

Counseled and educated youth about preventative/sex education

Planned and implemented a budget of over $1,000 towards event programming

Performed administrative functions such as sending and responding to emails

Coordinated major events for the organization

Forever Girls Inc. (non-profit organization) mentoring program

Program Coordinator-Senior Mentor Jersey City, N.J. 04/2010-04/2014

Created monthly calendar of events

Organized workshops/Guest Speakers

Organized and chaperoned events/trips offsite

Counseled and mentored youth on the importance of positivity/self- awareness

Performed initial intake with families of youth/ one on one session with youth

TRAININGS AND CERTIFICATES

National Honors Society of Leadership and Success (Inducted in 2015 – Present)

Peer Leader, Hudson County Community College (April 2015 – June 2016)

Guest Speaker, Hudson County Community College Open House Panel (April 2017)

Student Ambassador, Hudson County Community College Safety and Security Committee (March 2016- May 2016)

Excellence in Field Award (Rutgers University May 2019)

NJ Reentry Program, Hudson County Community College (July 2020- Present)

African American Outreach, Hudson County Community College (February 2021 -June 2022)

Hiring Committee, Hudson County Community College (January 2021- June 2022)

Mental Health First Aid Responder, Hudson County Community College (July 2020- Present)

International Nonviolence Summer Institute (July 2020)

The Association of College and University Educators ACUE (September 2021- Present)

Beta Tau Chapter of the Alpha Alpha Alpha First Generation Honor Society (November 2021)

100Kids Mental Health Panel Speaker (October 2022)

Perseverance Honoree (November 2022

Certified Social Worker (July 2025)

TECHNOLOGY AND SYSTEMS

• Computer Skills: Microsoft Office (Word, Excel, PowerPoint), Colleague, Recruiter, Salesforce, Epic, Canva

• Volunteer Activities: Community feeds, Coat drives, Homeless Prevention, BLM protest (Jersey City, N.J.)

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