Charlene Dumas Headley
Hackensack
Summary
Detail-oriented Facility Maintenance Professional with expertise in cleaning operations, chemical safety, and waste management. Strong organizational skills and adaptability contribute to maintaining sanitary environments. Experienced Customer Service Specialist skilled in prioritizing tasks and resolving escalated issues within fast-paced settings, enhancing overall team performance.
Overview
22
22
years of professional experience
Work History
DSP
Dungarvin
Somerset
10.2023 - 02.2026
- Supported individuals with disabilities in daily living activities to enhance independence.
- Facilitated social and communication skill development for clients through engaging activities.
- Monitored and documented client progress and behavior to inform tailored support strategies.
- Collaborated with team members to create individualized care plans for clients.
- Implemented safety protocols to ensure a secure environment for clients and staff.
- Trained new staff on best practices for supporting individuals with diverse needs.
Environmental Aide
Hackensack University Medical Center
Hackensack
05.2022 - 08.2023
- Inspected facilities to confirm compliance with applicable environmental standards, contributing to overall safety and cleanliness of the hospital.
- Cleaned and disinfected patients' rooms, bathrooms, furniture, and other facility areas promptly, ensuring a safe and hygienic environment for patients and staff.
- Swept and mopped patients' rooms while maintaining sufficient stock of cleaning materials, supplies, and chemicals on cleaning cart and in janitorial closets to support efficient operations.
- Daily floor care procedure is performed consistently. Equipment is kept clean and polished.
- Emptied and rinsed cleaning tanks and buckets to maintain hygiene at the end of each shift.
- Performed various tasks according to hospital policies and procedures.
Housekeeping Supervisor
PBS contractor/ RWJ University Hospital
New Brunswick
02.2021 - 07.2021
- Contracted through PBS company to oversee housekeeping operations at RWJ University Hospital.
- Cleaned and sterilized patient rooms, ensuring safety standards for beds, chairs, bathrooms, and floors.
- Cleaned vents and documented maintenance tasks while coordinating hiring to fulfill hospital staffing needs.
Customer Service Representative
NY EZPASS
Staten Island
11.2020 - 02.2021
- Managed high volume of inbound phone calls to resolve customer inquiries
- Delivered exceptional customer service by actively listening and addressing inquiries.
- Resolved customer account disputes by providing clear guidance and support
- Assist customers with their accounts
- Assist customers with payments to their accounts
- Processed all toll violations and toll by mail bills to ensure accurate customer billing
Park Assistant
Parks
New York
02.2020 - 11.2020
- Provide exceptional customer service for all park patrons and guests
- Coordinated setup and breakdown of small and large scale events, ensuring seamless execution and positive guest experiences
- Conducted rounds of NYC Parks and Playgrounds, flagged hazardous materials, and documented incidents to ensure patron safety
- Maintained cleanliness of park bathrooms and common areas, contributing to a welcoming environment for visitors
- Stock and restock restroom and park houses with supplies; conduct inventories
- Empty all trash in bathrooms and park garbage cans
- Assist borough supervisors with administrative assignments
Parent Advocate
Alternative Family Services
Oakland
01.2015 - 06.2019
- Created and reviewed all case documentation with parents/guardians, social workers and managers; ensured all parties were able to meet goals and case plans
- Completed all intakes, processed documentation, and entered data.
- Facilitated entries into mandated programs such as drug, rehab, mental health, and parenting courses; coded and submitted billing to ensure compliance and payment for services
- Accompanied clients to mandated appointments such as Drug Court and Welfare Sessions
- Referred clients to social services resources including housing, drug and health programs and parenting courses
- Supervised family visitations, documenting outcomes to provide detailed feedback for judges, clinicians, and management teams
- Maintained all required records including observable skills of parents/guardians
- Advocated for parents/guardians during Team Decision Meetings to represent their needs and promote family-centered solutions
- Provided extensive follow-ups for reunifications, adoptions and family adaptations
- Transported children and adults to and from all appointments and emergencies; active member of Emergency Service Team including Suicide Prevention and Autism Cases
- Trained new staff in all aspects of the role, California laws, HIPPA, Mandated Reporting, Coding and Billing, and Customer Service
- Created and facilitated Culture Diversity and Parent Engagement Trainings for parents, clinicians and social workers
- Acknowledged for initiating new program developments
Housekeeper
Motel 6
Oakland
03.2004 - 07.2005
- Cleaned and sanitized rooms to provide guests with a hygienic and welcoming environment.
- Cleaning and sanitizing bathrooms
- Changing linen / Properly disposing dirty linen in appropriate bags
- Vacuumed floors in all rooms and common areas to ensure cleanliness.
- Emptied trash bins throughout facility to uphold cleanliness and hygiene standards.
- Returned lost items to front desk to assist guests and enhance their experience.
Education
High School Diploma - Positive Parenting Program
Castlemont High School
Oakland, CASkills
- Crisis intervention
- Medication management
- Client assessment
- Behavioral documentation
- HIPAA
- Data entry
- Documentation skills
- Customer service
- Hygiene support
- Environmental Services
- CPR certification
- Effective communication
- Conflict resolution
- Communication skills
- Courteous demeanor
Personal Information
- Relocation: Willing to relocate: Anywhere
- Work Permit: Authorized to work in the US for any employer
Timeline
DSP
Dungarvin
10.2023 - 02.2026
Environmental Aide
Hackensack University Medical Center
05.2022 - 08.2023
Housekeeping Supervisor
PBS contractor/ RWJ University Hospital
02.2021 - 07.2021
Customer Service Representative
NY EZPASS
11.2020 - 02.2021
Park Assistant
Parks
02.2020 - 11.2020
Parent Advocate
Alternative Family Services
01.2015 - 06.2019
Housekeeper
Motel 6
03.2004 - 07.2005
High School Diploma - Positive Parenting Program
Castlemont High School