Diana Charlotten
New York
Work Preference
Summary
Bilingual communicator skilled in delivering exceptional customer service in English and Spanish. Demonstrates strong attention to detail and accuracy while processing referrals and managing case records. Known for reliability and a collaborative approach, contributing to team success and community resource access.
Overview
19
19
years of professional experience
Work History
Early Intervention Referral Specialist
NYC Department of Health and Mental Hygiene
L.I.C
05.2026 - Current
- Process Early Intervention Program referrals received through the Centralized Call Center or fax-to-email line.
- Enter referrals into an Electronic Case Management system, assign case workers, and confirm acceptance.
- Ensure accuracy of information entered, avoid duplicate records, and create electronic child case records.
- Use Microsoft Office (Outlook, Word, Excel) to complete tasks and prepare emails for distribution.
- Assisted with clerical tasks for EIP projects to support team efficiency. for EIP projects or assignments.
- Perform other clerical/office duties as required.
- Complete any other tasks assigned by management
- Maintained accurate records of referrals and follow-up actions taken.
- Participated in staff meetings and provided feedback on ways to improve procedures related to referral processing.
Community Liaison Assistant
NYC Department of Health and Mental Hygiene
L.I.C
09.2022 - 05.2026
- Communicate with the public who have questions about applying for Birth, Death and Correction Certificate
- Assisting caller that have placed order for Birth, Death or Correction Certificate's using Evital or Vitalchek.
- Assist the callers for making appointments for those looking for clinics giving the take Covid-19 And Flu shots.
- Finding resources for New Mothers (Visiting Nurses, Cribs or Milk for their Newborns)
- Assist Senior's find resources within their neighborhood's (Food Banks, Senior's Center's or places that assist them with Senior Services (N.O.R.C)
- Assist pet owners with their Accounts, Dog License's, Tags Registration and enter any updates plus information given to me.
- Inform our callers of NYC Health Clinic's locations, hours of operations and numbers for appointment making or questions.
- Receive and respond to live chats concerning Birth, Death and Correction Certificate questions concerning procedure, making appointments.
- Respond in a timely and concise manner to requests for information by community-based organizations, the general public and other stakeholders
- Disseminate public health information to community stakeholders and the public
- Refer callers to appropriate agency / program based on subject matter
- Review complaints to properly assign and enter into the 311 database for resolution. Complaints can include but not limited to unsanitary conditions, food, heat, and alleged health code violations
Companion Care
Senior Helper's
New York
07.2022 - 09.2022
- Light Housekeeping - including but not limited to vacuuming, dusting, dry mopping, dishwashing, cleaning the kitchen and bathroom, and changing beds.
- Prepared meals and snacks according to care plan - this may include following a specialized diet plan as identified on the care plan.
- Monitored client supplies.
- Observed and reported changes in the client's physical condition, behavior or appearance.
Sub. School Lunch Helper
Board Of Education
New York
01.2022 - 03.2022
- Sandwich Prep
- Operated preparation and service equipment
- Followed Food Safety Procedures
- Customer Service
- Served the Children
- General cleaning and Sanitizing
Sales Associate
JCPenney
New York
10.2020 - 03.2021
- Greeted customers, responding to questions, improving engagement with merchandise, and providing outstanding customer service.
- Operated cash registers, managing financial transactions, and balancing drawers.
- Achieved established goals.
Guest Services Agent / Concession Agent
NYC Ferry
New York
05.2017 - 07.2019
- Maintained neat, cleaned, and organized store
- Became knowledgeable and speak expertly about all our products.
- Completed assigned tasks to ensure positive customer service.
- Cash handling and end-of-shift paperwork.
- Contacted managers with information regarding any major ferry delays, incidents, or rider complaints.
- Practiced the safe and responsible sale of alcohol
Switchboard Operator
William Lea / Shearman & Sterling
New York
07.2015 - 02.2016
- Handled sensitive and/or confidential documents and information.
- Assisted with reception coverage, including managing multiple phone lines and visitor check-in.
- Communicated with manager and client on specific phone request or issues.
PBX Operator
Sheraton Hotel
New York
10.2014 - 06.2015
- Answered and processed all incoming/outgoing guest and in-house calls.
- Checked bulletin board and logbooks for all pertinent information.
- Forwarded messages and faxes as needed to guests and various departments.
- Responsible for radio communications between security, engineering, ERT and MOD in emergency and non-emergency situations.
- Entered requests into HotSOS database and follow up with guests to ensure request is satisfied.
Home Health Aide
People Care Inc.
New York
07.2013 - 09.2013
- Performed a variety of duties as requested by client, such as obtaining household supplies and running errands.
- Accompany clients to doctors' offices and on other trips outside the home, providing transportation, assistance and companionship.
- Maintained records of patient care, condition, progress, and problems in order to report and discuss observations with a supervisor or case manager.
- Provided patients and families with emotional support and instruction in areas such as infant care, preparing healthy meals, independent living, and adaptation to disability or illness.
Barista
Starbucks
New York
08.2009 - 05.2010
- Prepared beverages according to customers specifications
- Maintained a clean and safe environment for customers.
- Followed all store procedures and regulations at each station.
- Demonstrated new products to customers to help boost sales.
Supervisor of Common Area & Laundry
Grand Summit Hotel
West Dover
04.2007 - 07.2009
- Maintained public facilities in compliance with all state and local regulations and coordinated repairs as needed.
- Provided pleasant and friendly customer / guest service, consistently communicating in a professional manner.
- Responsible for scheduling two staff members to complete various work assignments and ensured customer expectations were consistently exceeded.
Education
Certified Medical Assistant Program -
State University of New York Brooklyn Educational Opportunity Center (B.E.O.C)
Brooklyn, NY01-2018
G.E.D -
The University of the State of New York Education Department
01-1989
Skills
- Referral processing
- Electronic case management
- Data accuracy
- Microsoft Excel
- Client coordination
- Public communication
- Attention to detail
- Team collaboration
Timeline
Early Intervention Referral Specialist
NYC Department of Health and Mental Hygiene
05.2026 - Current
Community Liaison Assistant
NYC Department of Health and Mental Hygiene
09.2022 - 05.2026
Companion Care
Senior Helper's
07.2022 - 09.2022
Sub. School Lunch Helper
Board Of Education
01.2022 - 03.2022
Sales Associate
JCPenney
10.2020 - 03.2021
Guest Services Agent / Concession Agent
NYC Ferry
05.2017 - 07.2019
Switchboard Operator
William Lea / Shearman & Sterling
07.2015 - 02.2016
PBX Operator
Sheraton Hotel
10.2014 - 06.2015
Home Health Aide
People Care Inc.
07.2013 - 09.2013
Barista
Starbucks
08.2009 - 05.2010
Supervisor of Common Area & Laundry
Grand Summit Hotel
04.2007 - 07.2009
Certified Medical Assistant Program -
State University of New York Brooklyn Educational Opportunity Center (B.E.O.C)
G.E.D -
The University of the State of New York Education Department