Customer Support & Data Processing Specialist Resume

OWEN JEROME MITCHELL

Senior Administrative & Operations Manager

Brooklyn, NY 11207 347-***-**** **********@*****.*** LinkedIn

SUMMARY

Strategic Administrative and Operations Leader with 20+ years managing multi-office operations, high-volume teams, and complex workflows across government, legal, and corporate sectors. Delivered executive-level leadership, budget management, policy compliance, and operational excellence. Skilled in staff development, process optimization, and leveraging generative AI and analytics tools to enhance efficiency and decision-making.

CORE STRENGTHS

Leadership & Operations

Technical & Analytical

Executive Leadership

Generative AI & Automation

Budget & Resource Management

Data Analytics & Reporting

Multi-Office Operations

CRM & Workflow Systems

Staff Training & Development

Dashboards & KPIs

Workflow & Process Optimization

Microsoft Excel / Smartsheet

Policy & Compliance Oversight

Scheduling & Calendar Management

Project Management

Vendor & Contract Management

Stakeholder Communication

SOP Development

KEY ACHIEVEMENTS

●Managed 2 offices and 180+ staff, improving workflow efficiency by 25% and reducing operational costs by 15%.

●Supervised 75 call center agents, achieving SLA/KPI targets and reducing overtime costs by 25%.

●Implemented process and scheduling improvements that increased office efficiency by 20%.

●Developed reporting dashboards and process documentation to enhance leadership decision-making.

●Coordinated multi-office relocations and vendor management, maintaining operational continuity and minimizing downtime.

●Integrated generative AI tools and automation in small business operations to streamline workflows and boost productivity.

PROFESSIONAL EXPERIENCE

NYC Housing Authority (NYCHA), Office of Impartial Hearings – New York, NY

Senior Administrative Specialist 2025 – Present

●Coordinated 50+ case hearings weekly, ensuring timely processing and compliance with procedural standards.

●Supervised secure document management, improving attorney access and reducing retrieval time by 30%.

●Streamlined scheduling and reporting with templates and digital tracking, boosting office efficiency by 20%.

●Drafted executive reports and meeting materials, enhancing leadership decision-making and ensuring 100% regulatory compliance.

Continuum Global Solutions / NYC 311 – New York, NY

Floor Supervisor, Call Center Operations 2025

●Supervised 75 call center agents, implementing real-time performance tracking and coaching, achieving 100% SLA and KPI adherence.

●Managed agent scheduling, coaching, escalations, and quality assurance, reducing average response time by 15%.

●Collaborated with IT and QA to revamp reporting dashboards, improving data accuracy by 25%.

●Maintained service levels while cutting overtime costs by 25% through optimized staffing and workflows.

Legal Aid Society – Brooklyn, NY

Office Manager / Executive Assistant 2023 – 2024

●Directed operations for 2 offices and 180 staff, improving operational efficiency by 25%.

●Implemented Lean workflow optimization strategies, reducing operational costs by 15%.

●Supervised 12 administrative staff, developing onboarding programs and compliance protocols ensuring 100% HIPAA adherence.

●Created reporting dashboards and process documentation using Excel/Power BI, enhancing executive decision-making.

Golden Tree Asset Management – New York, NY

Assistant Facilities Manager 2023 – 2024

●Managed daily operations and vendor relationships, ensuring regulatory compliance and cost-efficient service delivery.

●Controlled budgets and procurement, optimizing space utilization and reducing operational costs by 10%.

●Led multi-office relocation projects, maintaining 100% operational continuity with zero downtime.

VirtuEdge Solutions – New York, NY

Founder / Operations Consultant 2024 – Present

●Delivered executive-level administrative and operational solutions for 10+ small businesses, reducing administrative workload by 30%.

●Designed SOPs, CRM workflows, and generative AI-powered automation systems, increasing productivity and client task completion rates by 40%.

ExecOnline, Inc. – New York, NY

Senior Manager, Product Operations 2017 – 2023

●Directed global program operations for 200+ projects, boosting KPI adherence by 20% and client satisfaction by 15%.

●Developed standardized communication templates and dashboards across 5 departments.

●Coordinated logistics for 50+ large-scale virtual programs across 10+ countries, improving program delivery efficiency by 25%.

Halstead Property Development Marketing, LLC – New York, NY (Contract)

Executive Assistant & Showroom Coordinator 03/2016 – 01/2017

●Managed calendars, appointments, and travel for 5 managers and 10+ sales agents, improving scheduling efficiency by 20%.

●Negotiated and maintained vendor contracts, securing cost savings of 15%.

●Processed 100+ invoices, payroll, purchase orders, and expense reports monthly, maintaining 100% accuracy.

●Generated and distributed reports, improving operational transparency and decision-making efficiency.

●Organized 10+ client and sales events per quarter, enhancing engagement and team cohesion.

●Prepared co-broke/buyer packages and maintained accurate listings across platforms, ensuring 100% compliance.

●Coordinated property transactions from listing to closing, managing internal systems, photo shoots, floor plans, and liaising with brokers and attorneys.

MOVE Guides, Inc – New York, NY / London, U.K.

Move Advocate & Office Manager 04/2015 – 02/2016

●Collected and documented customer information via phone, email, and social media, providing tailored guidance.

●Acted as sole liaison for relocating employees and families, coordinating all aspects of domestic and international assignments.

●Guided 50+ relocating employees and families per quarter, ensuring seamless moves and 100% policy compliance.

●Advised employees and families on relocation policies and benefits, clarifying expectations and ensuring smooth transitions.

●Provided ongoing support, simplifying relocation processes and coordinating with vendors to meet timelines.

●Compiled weekly pipeline reports and performed administrative tasks to maintain accurate tracking.

●Prepared meeting agendas, materials, and follow-up documentation, ensuring productive team conferences.

DecorPlanet.com – New York, NY

Showroom Sales Manager & Social Media Coordinator 10/2013 – 03/2015

●Managed front desk operations, greeting 50+ daily visitors and handling inquiries.

●Collected and documented customer information via multiple channels, providing tailored solutions.

●Delivered billing, order processing, and website troubleshooting support, resolving 95% of customer issues within 24 hours.

●Leveraged CRM and automated systems to track and analyze customer issues, identifying trends to improve service.

●Monitored social media platforms to identify marketing opportunities, increasing engagement by 20%.

●Built and maintained relationships with 10+ vendors, negotiating favorable contracts.

●Developed partnerships with bloggers and marketing teams, expanding brand reach by 25%.

●Compiled weekly sales and engagement reports, maintaining accurate records.

Fab.com / Ideeli.com – New York, NY

Crackerjack (Customer Support Specialist) / Assistant Director of Logistics 05/2011 – 10/2013

●Managed 100+ customer inquiries weekly, resolving issues promptly and maintaining a 95% satisfaction rate.

●Collected and documented customer information, educating clients and resolving inquiries via phone, email, and social media.

●Delivered billing, order fulfillment, and website troubleshooting support.

●Utilized CRM and analytics tools to evaluate customer cases.

●Balanced company policy with customer needs, achieving positive outcomes for both parties.

●Identified process improvement opportunities, increasing customer satisfaction by 15%.

●Compiled weekly and monthly customer experience reports.

Hospital for Special Surgery, Dr. Jennifer Solomon – New York, NY

Office Manager & Medical Billing Specialist 02/2009 – 05/2011

●Oversaw front desk operations for 150+ patients weekly, including insurance verification.

●Processed 50+ patient appointments daily.

●Facilitated communication between patients, physicians, staff, and labs, reducing scheduling conflicts by 20%.

●Scheduled and tracked patient screenings, ensuring 100% follow-up.

●Managed urgent patient cases, coordinating referrals within 24 hours.

●Verified and processed 75+ daily prescription orders.

●Collected co-payments and processed transcriptions.

●Maintained department-wide communication regarding policy updates and training.

●Planned and executed meetings and special events for 10+ events annually.

Columbia Business School, Executive MBA Program – New York, NY

Assistant Director of Finance 11/2008 – 02/2009

●Supported Director of Finance in daily operations and financial reporting.

●Managed calendar and travel logistics for 5 senior executives.

●Prepared financial and operational reports.

●Coordinated meetings, tracked expenses, and managed communications.

●Generated, reconciled, and processed invoices/payments.

●Managed fee collection for deposits, seminars, memberships, and tuition prepayments.

EDUCATION & CERTIFICATIONS

●Bachelor of Arts (BA), Business Administration/Finance – Fordham University

●Exercising Leadership: Foundational Principles — HarvardX, January 2025

●Leading with Data & Analytics — Chicago Booth

●Strengthening Workplace Wellness — Duke CE

●Generative AI for Everyone — Google (Ongoing)

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