Administrative & Call Center Specialist Resume

BMICHELLE RIVERS

Brooklyn, NY ***** Phone: 646-***-**** Email: ********@*****.***

PROFESSIONAL SUMMARY

Administrative and callcenter professional with 15+ years of experience supporting public service, healthcare, emergency response, education, and nonprofit organizations. Strong background in case management support, benefits coordination, patient navigation, civil service operations, and highvolume client communication. Skilled in reception, scheduling, mail services, switchboard management, onboarding, and documentation. Known for delivering equitable, traumainformed, missiondriven service to diverse and vulnerable populations. DEIcertified with extensive community outreach and crisisresponse experience.

CORE SKILLS

Administrative Support Call Center Operations Reception and Switchboard Mailroom and Document Handling Case Management Support Benefits Navigation (Medicaid, SNAP, Housing) HR Onboarding and Compliance Data Entry and Documentation Customer Service and Client Relations Emergency Response and Crisis Support Government and Civil Service Operations Patient Navigation and Care Coordination Community Outreach and Engagement TraumaInformed and DEIAligned Service Systems: Epic EMR, Salesforce, Siebel, CMS, GovQA, MS Office

PROFESSIONAL EXPERIENCE

New York City Housing Authority (NYCHA) – Bronx, NY

Administrative Assistant, Temp June 2025 – July 2025

Managed housing documentation and corrected system discrepancies.

Operated multiline phones and responded to resident inquiries.

Performed postage machine operations and full mail services.

Maintained electronic and paper filing systems.

Coordinated with clients and internal teams to ensure accurate documentation.

K & A Agency – Roselle, NJ

Administrative Assistant (Remote, PartTime) May 2023 – May 2025

Scheduled interviews, tracked onboarding compliance, and supported HR documentation.

Answered and directed phone calls, emails, and other correspondence.

Provided reception support for virtual and inperson meetings.

Operated postage machine and managed incoming and outgoing mail.

Maintained organized electronic and paper filing systems.

Assisted management and staff with administrative tasks.

Ordered supplies and managed office inventory.

Coordinated with clients and internal teams to ensure timely communication.

NYC Department of Education (DOE) – New York, NY

Community Outreach Assistant, Legal Reviewer, Contact Tracer November 2021 – April 2023

Led boroughwide outreach and community engagement.

Reviewed legal documents and contracts for DOE compliance.

Managed COVID19 case intake using Salesforce.

Handled highvolume reception calls and directed inquiries.

Supported mail distribution, document flow, and event coordination.

Maintained legal files, outreach logs, and case activity.

Trained new temporary staff on DOE systems and Salesforce.

Kings County Hospital Center (HHC) – Brooklyn, NY

ED Registrar September 2021 – November 2021

Registered emergency patients and ensured HIPAA compliance using Epic EMR.

Operated hospital switchboard and provided reception support.

Verified demographics, insurance, and eligibility.

Managed correspondence and mail for the Emergency Department.

NYC Emergency Management (OEM via Penda Aiken) – Brooklyn, NY

Wellness IHM Manager March 2020 – May 2020

Managed COVID isolation hotel operations and wellness checkins.

Provided daily updates to NYCEM officials.

Conducted safety checks and doorknock assessments.

Handled crisisrelated calls and emergency support.

Trained junior Patient Navigators on HHC procedures.

Chase Bank (Yoh Temp Agency) – Brooklyn, NY

Patient Navigator October 2020 – December 2020

Conducted COVID screenings and directed clients to services.

Managed incoming calls and provided medical support guidance.

Updated medical information and reported discrepancies.

Human Resources Administration (HRA) – New York, NY

Call Center Agent September 2019 – February 2020

Handled benefit inquiries and billing transactions.

Operated multiline call center systems.

Researched case histories to resolve discrepancies.

Assisted clients with SNAP, Cash Assistance, Medicaid, and payment arrangements.

Teacher’s Retirement System (TRS) – New York, NY

Call Center Specialist July 2019 – September 2019

Responded to pension inquiries and account troubleshooting.

Managed switchboard operations and routed calls.

Revised pension requests and mailed retirement packets.

NYC Department of Transportation (DOT) – Queens, NY

Communications Operations Specialist December 2016 – December 2018

Responded to infrastructure emergencies and coordinated with agencies.

Monitored NYC and NYS CCTV cameras for accidents and incidents.

Logged emergencies and routed official inquiries.

NYC Department of Environmental Protection (DEP) – Queens, NY

Community Assistant, Build It Back July 2016 – December 2016

Conducted outreach to obtain missing documents.

Provided intake and case support for postdisaster housing recovery.

Managed reception and incoming correspondence.

NYC Department of Parks and Recreation – Brooklyn, NY

Parks Associate July 2015 – June 2016

Supported park operations and public events.

Managed frontdesk inquiries and mail handling.

Supervised children’s activities and meal distribution.

Kingsboro Men’s Shelter (CHCANYSAmeriCorps) – Brooklyn, NY

Patient Navigator June 2014 – January 2015

Delivered prescribed medications to residents.

Assisted with Medicaid applications and service paperwork.

Supported résumé writing and job applications.

Escorted clients to medical appointments and provided harmreduction support.

Taught basic cooking and dailyliving skills.

Managed reception calls and resident mail.

Managed medical staff credentialing, verified active licenses with New York State, requested courtesy temporary licenses for outofstate practitioners, and entered credentials into medical coverage systems for approval.

Jewel Human Services – Jamaica, NY

Community Rehabilitation Worker March 2014 – October 2014

Supported individuals with developmental disabilities.

Managed frontdesk communication and ADL coaching.

Assisted with résumé preparation and jobsearch support.

Housing Works, Inc. – Brooklyn, NY

Medical Receptionist / HR Generalist June 2008 – October 2010

Scheduled appointments, managed billing, and led onboarding.

Supervised daycare operations and tracked compliance.

Operated switchboard and managed mailroom functions.

Ran childcare room activities and provided client outreach.

Updated AIRS records and ran ePACES eligibility checks.

Advocated for clients with HRA, NYCHA, and SSA.

Called in prescriptions and ensured continuity of care.

Assisted the Manager with preparing government grant applications and supporting documentation.

Trained new hires and interns on HHC procedures.

Assisted HR with newhire paperwork.

EDUCATION

Ashford University Medical Office Management and Administration Completed 110 Credits (2010–2014)

CERTIFICATIONS

HIPAA (NYCHHC) HR Generalist Licensed Patient Navigator FEMA I and II BLS Certified Diversity Training I and II – Rice University

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