Summary
Overview
Work History
Education
Skills
Accomplishments
Training
Timeline
Generic

Ingrid Fernandez

Howard Beach,NY

Summary

An experienced individual who has successfully demonstrated the ability to lead diverse teams of professionals to new levels of success in a variety of highly competitive industries, cutting edge markets and fast paced environments. Strong technical and business qualifications with an impressive track record of more than 25 years of hands-on experience in strategic planning, business development, project, and Customer management. Proven ability to successfully analyze an organization’s critical business requirements, identify deficiencies and potential opportunities. Successful in developing innovative and cost-effective solutions for enhancing competitiveness, increasing revenues, and improving customer service. Humanitarian interest in community development and services. Microsoft Suite/ Salesforce CRM / NextOS CRM/ ADP

Overview

27
27
years of professional experience

Work History

Human Resource /Payroll

Penda Aiken
08.2022 - Current
  • Responsibilities include employee relations, benefits enrollment, payroll specialist, database management and ensuring compliance within departments staffing
  • Conducts new employee onboarding/orientation including employee eligibility verification (i.e., I- 9 and E-Verify)
  • Administers company benefits program and employee health, life, disability, Workers Compensation and saving program
  • Creates and loads payroll data batches using ADP Workforce Now for one-time payments, hours worked, overtime and deduction adjustments
  • Review, analyze and verify payroll reports for accuracy and make necessary adjustments through established procedures
  • Performs a variety of general administrative support work, establish, and maintains payroll files, assists with special projects and tasks as assigned.

Executive Assistant/Customer Service/Human Resources Specialist

NYC School Support Services Inc./Temco (Non-Profit) Start-up
New York, NY
05.2015 - 11.2021
  • Supported the CEO in all aspects of non-profit organization with 33 employees located at central office and 7,546 employees throughout NYC Department of education schools
  • Accountable for strategic recruitment, planning, leadership, management, and policy-advising (joint effort with CEO)
  • Supported/Serviced local communities with employment, educational internship opportunities and HR resources
  • Collaborated with the Human Administration of New York City Social Services with programs to recruit members of public assistance with employment and future internships
  • Collaborated with the Department of Education in recruiting low-income community individuals to support diversity with school communities
  • Recruit, train, and lead a Team of volunteers within the community, leveraging their professional expertise to mentor under-served and economically challenged individuals
  • Provided support for IT department, Customer Service Department and General office Management
  • Manage a team of 12 Customer Service Representative, with the daily incoming calls of employees, potential candidates, regarding payroll, accruals, grievances, workers comp, disability, terminations
  • Resignations, complaints, and recruitment
  • Implemented the use of CRM system (NextOS) Salesforce
  • Directed the borough of Queens, including hiring, recruitment, terminations, and general employee management (ADP) Payroll.

Operations Manager/ Vice President of Operations

Supreme Building Messenger (SBM)
01.2008 - 11.2014
  • Directed the operations of 54 messenger centers (facilities)/ mailrooms/ security/ and concierge within the Metropolitan area
  • Supervised 700 plus employees in areas of Human Resource, customer service, training, and overall employee relations
  • Analyzed complex situations, designed practical solutions, and implemented cost-effective plans
  • Developed personnel, motivated staff to exceed goals, and improved employee morale and work ethics through proven leadership skills
  • Coordinated the merger of 2 courier companies, growing business by 1.2 million
  • Responsible for PL & I
  • Directed the Human Resources department policies and directed the representation and mediation of NYC Department of Labor
  • Represented company in all new bidding processes and renewals of RFPs.

Customer Service/Manager/Director of Operations

Bright Star Couriers, (Alliance Building Services) Start-up
10.2001 - 11.2007
  • Managed the operational activities of call center including quality service, workflow, workforce optimization and cost management
  • Managed the daily operations for high volume trucking dispatch center included but not limited to safety routine, dispatching manpower planning and coaching
  • Directed the daily activities of 27 messenger center (facilities)
  • Managed and developed new strategies to secure excellent customer satisfaction
  • Responsible for PL & I
  • Hired, trained, and developed employees for Customer service department, dispatching, mailroom, couriers, and administrative positions.

Head of Administration/Customer Service Manager

Messengers on Call/Lasership
07.1997 - 09.2001
  • Head of Administration managed the daily operations of the Customer Service department and dispatch department
  • Consistently maintained a high-standard performance record via exceptional service, follow-through and specific attention to detail which resulted in higher company sales
  • Successfully developed a collection department generated over $ 500,000 in owed receivables
  • Developed personnel, motivated staff to exceed goals, and improved customer satisfaction
  • Customer service manager for a logistics company supervised the accurate input and consistent on-time completion of 1500 plus daily deliveries
  • Responsible for the billing and bookkeeping of all deliveries
  • Directed all staff activity by supervising employees on deliveries, input of customer orders and troubleshooting customer inquiries
  • Analyzed daily operations and implemented new procedures to provide exceptional customer satisfaction.

Education

BA - Human Resource Management

DeVry University
09-2024

Associates - Telecommunications

Borough of Manhattan Community College
01.1997

High School Seward Park
01.1994

Skills

  • Payroll Management
  • Employee Relations
  • Confidentiality
  • Payroll Software Proficiency
  • Payroll Auditing
  • Benefits Administration
  • Time Tracking and Review
  • Customer Service
  • Collective Bargaining Agreements
  • Vacation and Leave Tracking
  • Critical Thinking
  • Intuit QuickBooks
  • ADP Workforce Now
  • Discrepancy Reconciliation
  • Automated and Manual Check Processing
  • Employee File Maintenance
  • Wages and Deduction Calculation
  • Clerical Support
  • Employment Verification
  • Decision-Making
  • Microsoft Office
  • Payroll Processing
  • I-9 Documentation
  • Stress Tolerance
  • Investigating Discrepancies
  • Written Communication
  • Filing
  • Team Building
  • Analytical Skills
  • Problem-Solving
  • Time Management Abilities
  • Dependable and Adaptable
  • E-Mail and Telephone Communication
  • Teamwork and Collaboration
  • Excel Proficiency
  • Professionalism
  • Relationship Building
  • Self Motivation
  • Conflict Resolution
  • Timekeeping
  • Multitasking
  • Excellent Communication
  • Attention to Detail
  • Reliability
  • Interpersonal Skills

Accomplishments

Humanitarian Awards- Received the Soar Award for Humanitarian services from the department of labor and achievement recognitions from organizations such as Youth at Risk, SCEP, HRA

Training

  • Management & Supervisory
  • Human Resource
  • Microsoft Suite
  • Customer Service Management & Training
  • Project & Time Management
  • Developing Leaders
  • Training for trainers
  • Tax-preparer certificate
  • HIPPA Training
  • Sexual Harassment Training

Timeline

Human Resource /Payroll

Penda Aiken
08.2022 - Current

Executive Assistant/Customer Service/Human Resources Specialist

NYC School Support Services Inc./Temco (Non-Profit) Start-up
05.2015 - 11.2021

Operations Manager/ Vice President of Operations

Supreme Building Messenger (SBM)
01.2008 - 11.2014

Customer Service/Manager/Director of Operations

Bright Star Couriers, (Alliance Building Services) Start-up
10.2001 - 11.2007

Head of Administration/Customer Service Manager

Messengers on Call/Lasership
07.1997 - 09.2001

BA - Human Resource Management

DeVry University

Associates - Telecommunications

Borough of Manhattan Community College

High School Seward Park

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