Human Services Leader & Operations Specialist

MYKEYA COX

917-***-**** ********@******.***

Elizabethport, NJ / Union, NJ Area

PROFESSIONAL SUMMARY

Dedicated Human Services Leader & Operations Specialist with over a decade of experience in high-volume residential facilities, legal intake, and retail logistics. Proven track record of managing multi-functional teams, overseeing complex billing and administrative operations, and providing trauma-informed care to vulnerable populations. Expert in navigating high-stress environments, ensuring facility compliance, and advocating for clients. A resilient professional committed to operational excellence, financial accuracy, and the empowerment of others through structured leadership.

CORE COMPETENCIES

• Leadership: Staff Supervision, Talent Acquisition, Training & Onboarding, Performance Monitoring.

• Administration: Financial Billing, Records Management, Facility Compliance, POS/Revenue Oversight.

• Client Advocacy: Trauma-Informed Care, De-escalation, Legal Intake, Healthcare Liaison.

• Operations: Logistics Management, Scheduling, Inventory Integrity, Cross-Functional Collaboration.

PROFESSIONAL EXPERIENCE

SAFE HORIZON New York, NY

Senior Residential Specialist / Acting Supervisor August 2021 – January 2026

• Multi-Role Leadership: Directed daily operations for a high-volume residential shelter, simultaneously managing duties for the Day Shift Supervisor, Overnight Supervisor, and Program Assistant (PA).

• Administrative & Billing Oversight: Managed complex billing cycles and financial documentation to ensure facility compliance and funding stability.

• Trauma-Informed Advocacy: Provided high-level support for survivors of domestic violence, utilizing de-escalation techniques to maintain a safe, therapeutic environment.

• Facility Management: Served as the primary leadership presence, overseeing facility safety and ensuring the delivery of essential services including heat, gas, and supplies. WALMART Union, NJ

Overnight Operations Team Lead July 2021 – December 2023

• Operational Oversight: Directed overnight operations for high-volume departments, ensuring peak efficiency in stock management, claims processing, and logistics.

• Team Development: Supervised a diverse team of associates, conducting performance check-ins to ensure productivity goals and safety standards were consistently met.

• Strategic Planning: Managed monthly labor allocation and scheduling to ensure 100% floor coverage.

INTERNET BRANDS Newark, NJ

Legal Intake Specialist August 2019 – April 2023

• Client Vetting: Managed high-volume legal intake by conducting in-depth interviews to vet potential clients and assess the viability of complex legal cases.

• Pipeline Management: Executed follow-up protocols, guiding prospective clients through standardized qualification frameworks to ensure data accuracy for attorney review.

• Document Execution: Facilitated the secure processing of legal retainers and sensitive documents in compliance with strict confidentiality standards. YAI – SEEING BEYOND DISABILITY New York, NY

Direct Support Professional (DSP) November 2018 – January 2020

• Clinical Advocacy: Provided trauma-informed support for individuals with neurodevelopmental disorders, ensuring the highest standards of dignity and personal care.

• Healthcare Liaison: Escorted residents to medical appointments and therapeutic activities, acting as a vital link between clients and external healthcare providers.

• Compliance: Maintained a hygienic and therapeutic environment in accordance with state regulatory standards.

BOX OFFICE OPERATIONS Reading, PA

Supervisor January 2016 – September 2019

• Revenue Oversight: Directed daily ticket operations and POS transactions, maintaining 100% financial accuracy in a high-volume sales environment.

• Staff Training: Managed the recruitment lifecycle, including hiring and training staff on customer engagement and internal software systems. EDUCATION & CERTIFICATIONS

• Relevant Training: Mandated Reporter, Trauma-Informed Care, De-escalation Techniques

(TCI/CPI), HIPAA Compliance.

• Technical Skills: Microsoft Office Suite, Billing Software, CRM/Intake Platforms, Inventory Management Systems.

Wadleigh High School of performing arts

2000-2004/ High School Diploma

Bennett College for women- Greensboro, NC 2004

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