Summary
Work History
Education
Skills
Awards
Timeline
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Jael Stephanie Medaius

Jacksonville,NC

Summary

Experienced Business Administration professional with a solid 16-year track record in leadership roles spanning diverse industries, including three years as Supervisor of the Customer Service Center at the US Embassy in Haiti, where service quality exceeded standards and operations were streamlined. Complemented by a forthcoming Bachelor's degree, this professional excels in fostering collaborative work environments, motivating teams, and optimizing operations for tangible results. A dedicated customer service leader with strong communication skills, the individual is well-equipped to handle dynamic situations, provide analytical problem-solving, and drive team performance.

Work History

Customer Service Center Director

US Embassy In Port-au-Prince, Haiti
03.2020 - 08.2023
  • Directed and supervised a customer service team, providing guidance, training, and support to enhance performance.
  • Collaborated with cross-functional teams to ensure the smooth operation of customer service operations, demonstrating teamwork and communication skills.
  • Interacted with individuals and groups, troubleshooting service delays, resolving disputes, and providing guidance and education to subscribers, showcasing your customer service and communication abilities.
  • Coordinated and facilitated events, including planning, budgeting, and project management, demonstrating event coordination expertise.
  • Analyzed service procedures, identified recurring problems, and recommended process improvements, aligning with the goal of continuous improvement.
  • Assisted with reports and data trends, contributing to the analysis of service operations and performance.
  • Facilitated transitions for new arrivals and departures, ensuring a smooth process and assisting with logistical support.
  • Conducted Community Orientation briefings, showcasing your ability to educate and inform incoming personnel.
  • Maintained and updated information resources to provide the most current information to customers, highlighting your attention to detail and organizational skills.
  • Served as a point of contact for event planning and represented customer service in various event-related activities.

Information Management Administrative Assistant

US Embassy In Port-au-Prince, Haiti
09.2016 - 03.2020
  • Coordinated meetings, conferences, and logistics, including pre and post-event activities. This included creating marketing materials, drafting invitations, registering participants, and preparing detailed meeting/conference agendas and minutes.
  • Provided leadership support by managing arrangements for visitors, including transportation and logistics.
  • Maintained solid customer relationships by responding to inquiries promptly and professionally via telephone, email, and in person.
  • Created and maintained databases to track and record customer data, improving overall document organization and management.
  • Provided administrative support for the pursuit and execution phases of project-based work.
  • Facilitated logistics for staff conducting TDY work, ensuring smooth operations in Haiti.
  • Provided basic end-user troubleshooting and desktop support, enhancing overall operational efficiency.
  • Executed a record filing system to improve document organization and management, preserving important and confidential files.
  • Planned and coordinated internal meetings, events, and team-building exercises, managing budgets and developing event plans.
  • Monitored post-performance and generated reports, supporting the section in meeting Universal Service Standards (USS) by conducting briefings and presentations.
  • Performed administrative and office support activities for multiple sub-sections of the IM section, using software to create presentations and spreadsheets.
  • Followed up with customers to verify optimal satisfaction following support engagement and problem resolution, ensuring high-quality service delivery.

Protocol Assistant

US Embassy Port-au-Prince, Haiti
08.2012 - 09.2016
  • Advised and assisted the Ambassador, Deputy Chief of Mission, and Embassy section Chiefs in the planning and coordination of official receptions, dinners, and other social functions.
  • Orchestrated all facets of social functions for the Front Office, including guest list preparation, issuance of invitations, seating arrangements, and place card distribution.
  • Managed the logistics of high-profile events, such as the annual 4th of July reception, handling guest list editing, invitation printing, residence setup, entertainment, catering services, and RSVP tracking.
  • Collaborated on logistical arrangements for the annual Marine Ball.
  • Offered protocol guidance and counsel to visiting dignitaries and liaised with high-ranking Haitian government officials for official calls and engagements.
  • Managed meeting requests, social engagements, and special appearances for the Ambassador and Deputy Chief of Mission.
  • Supervised the transition between outgoing and incoming Ambassadors, overseeing farewell events, letters, courtesy calls to the Haitian Government and Diplomatic Corps, and presentation of credentials for incoming ambassadors.
  • Assisted in managing the official and social calendars for the Ambassador, Deputy Chief of Mission, and other embassy section heads, offering suggestions and recommendations as required.
  • Collaborated with embassy sections, section heads, and represented agencies to execute various protocol-related tasks assigned by the Front Office.
  • Managed translations of documents, articles, and outgoing correspondence in English, French, and Creole.
  • Maintained organized files for guest lists and event invitations and diligently recorded and managed information in the Mission's database system.

Human Resources and Payroll Administrator

Haiti Recovery Group (HRG)
09.2011 - 08.2012
  • Managed and updated the HR database, ensuring accurate employee records and benefits information.
  • Orchestrated the onboarding process for new employees, handling paperwork distribution and compliance.
  • Oversaw payroll and timekeeping, meticulously tracking hours and ensuring accurate compensation.
  • Safeguarded employee data and privacy, strictly adhering to organizational privacy policies.
  • Calculated and tracked government-mandated data, including taxes, to ensure compliance and accuracy.
  • Developed, implemented, and monitored HR policies and procedures to maintain consistency in employee management.
  • Managed the creation, execution, and tracking of employment contracts for all employees.
  • Ensured ongoing compliance with labor laws, mitigating potential risks and legal issues.
  • Produced new hire letters, employee contracts, and corporate policies following established protocols.
  • Addressed employee conflicts promptly and followed corporate procedures.
  • Vigilantly monitored labor laws and regulations to guarantee compliance and protect the organization.
  • Supervised safety and health practices, promoting employee well-being and a safe work environment.

Administration Officer

International Federation Of Red Cross And Red Crescent Socie
04.2010 - 08.2011
  • Supervised the Welcome Service and Administration team, ensuring efficient departmental administration.
  • Coordinated comprehensive arrangements for incoming and departing "Expats Officers," including travel logistics, accommodation, registration, briefings, and badge issuance.
  • Managed and maintained conference rooms, facilitating meeting bookings for various departments.
  • Managed the handling of Federation mail, including dispatch and receipt, ensuring signature acquisition for essential documents.
  • Provided courteous and prompt assistance to visitors, directing them to their respective offices for seamless support.
  • Collaborated with the Haitian Red Cross and other partner National Societies.
  • Facilitated hotel reservations for delegates in Port-au-Prince, ensuring comfortable accommodations.
  • Created, prepared, and delivered reports, contributing to data-driven decision-making.
  • Maintained records of delegates' movements within Haiti Operations, ensuring updated contact information.
  • Acted as the focal point for the canteen management database, streamlining operations.

Translator and Interpreter

National Public Radio (NPR)
01.2010 - 03.2010
  • Conducted precise translations of documents between English and Creole, ensuring clear communication.
  • Proactively identified and contacted key contacts for interviews, contributing to successful project coordination and execution.
  • Acted as an interpreter for interviews, bridging language gaps between English, French, and Creole, and enhancing communication with reporters and participants.
  • Utilized cultural insights to grasp nuanced meanings beyond literal text, contributing to effective cross-cultural interactions.
  • Delivered concise verbal summaries of non-English documents for immediate application and comprehension.
  • Transcribed and translated audio recordings, capturing and conveying vital information accurately.
  • Skillfully rephrased and simplified complex translations to enhance clarity and comprehension.
  • Collaborated with fellow translators, facilitating real-time multilingual conversations to support diverse teams and audiences.

Education

Bachelor of Science - Business Administration

Madonna University
Livonia, MI
12.2023

Associate of Science - Business Administration

Florida State College At Jacksonville
Jacksonville, FL

Certificate - Business Operations

Florida State College At Jacksonville
Jacksonville, FL

Diploma - Secretarial Studies And Office Administration

Centre International Statistique Et Administration
Port-au-Prince, Haiti

High School Diploma -

Collège Saint-Louis De Bourdon (CSLB)
Port-au-Prince, Haiti

Skills

  • Leadership and Team Management
  • Customer Service Excellence
  • Venue Coordination
  • Multilingual Proficiency (French, Creole, English, limited Spanish)
  • Strategic Planning
  • Organizational Expertise
  • Administrative Proficiency
  • Protocol Management
  • HR and Payroll Administration
  • Computer Skills
  • Resourceful Team Player

Awards

 

  • Franklin Award (ICASS Survey 2022) - Drove Embassy participation in the ICASS Survey.
  • Mission Honor Award (April 2018) - Outstanding support and success in organizing the inaugural Information Management Tech Camp.
  • Eagle Award (December 2015) - Enhanced efficiency in executing Protocol Office activities.
  • Extra Mile Award (January 2015) - Went above and beyond in planning and executing the Ambassador's end-of-year gratuities program.
  • Certificate of Appreciation (July 2015) - Valuable contributions to the 239th Independence Day celebration.
  • Eagle Award (2014) - Exceptional contributions to the Embassy's Contact Management Database for the 4th of July Celebration.
  • Certificate of Appreciation (July 2013) - Contributions to the 237th Independence Day Celebration.


Timeline

Customer Service Center Director

US Embassy In Port-au-Prince, Haiti
03.2020 - 08.2023

Information Management Administrative Assistant

US Embassy In Port-au-Prince, Haiti
09.2016 - 03.2020

Protocol Assistant

US Embassy Port-au-Prince, Haiti
08.2012 - 09.2016

Human Resources and Payroll Administrator

Haiti Recovery Group (HRG)
09.2011 - 08.2012

Administration Officer

International Federation Of Red Cross And Red Crescent Socie
04.2010 - 08.2011

Translator and Interpreter

National Public Radio (NPR)
01.2010 - 03.2010

Bachelor of Science - Business Administration

Madonna University

Associate of Science - Business Administration

Florida State College At Jacksonville

Certificate - Business Operations

Florida State College At Jacksonville

Diploma - Secretarial Studies And Office Administration

Centre International Statistique Et Administration

High School Diploma -

Collège Saint-Louis De Bourdon (CSLB)

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Jael Stephanie Medaius