Karley Copeland
Warsaw,NY
Summary
Experienced operations and human service professional with a background in team supervision, program coordination, customer service, and data tracking across financial, administrative, and public health settings. Skilled in leading staff, managing performance metrics, delivering training, and supporting cross-sector initiatives to improve efficiency, compliance, and service outcomes. Proven ability to coordinate projects and communicate effectively with internal teams, external partners, and leadership to support organizational goals.
Overview
19
19
years of professional experience
Work History
Harm Reduction Educator/NYS Fellow
Wyoming County Health Department
08.2024 - Current
- Coordinate and lead countywide public health initiatives focused on overdose and substance use prevention, suicide prevention, mental health promotion, fall prevention, Alzheimer's and Brain health education, and community wellness.
- Facilitate cross-sector collaboration among healthcare, education, behavioral health, public safety, and community partners.
- Manage the implementation, administration, and ongoing promotion of the CredibleMind mental health and wellness platform.
- Compile, analyze, and present suicide data and overdose data to inform community prevention strategies, identify trends, and support evidence-based decision making.
- Coordinate overdose prevention and harm reduction initiatives, including securing and distributing naloxone, medication disposal resources, and educational materials at no cost to the community.
Account Clerk
Wyoming County Department of Social Services
10.2023 - 07.2024
- Managed and maintained case records through the review, updating, and tracking of case information to support program goals and ensure data accuracy.
- Served as a primary point of contact for customers and employers, providing information, resolving inquiries, and facilitating effective communication regarding case-related matters.
- Processed and reconciled customer payments, ensuring accurate application of funds and timely updates within case management systems.
- Reviewed and proofread completed work for accuracy and compliance prior to submission and processing.
- Provided administrative and clerical support to investigators and supervisory staff, including correspondence preparation, case documentation, record updates, and stakeholder communication.
- Maintained organized filing and records management systems to ensure compliance, accessibility, and accurate documentation of case activity.
Member Service Representative
Genesee Valley Federal Credit Union
12.2018 - 10.2023
- Served as a primary point of contact for members, providing exceptional customer service and assistance with financial transactions and account-related needs.
- Managed incoming communications by answering and directing calls, resolving inquiries, and connecting members with appropriate resources and personnel.
- Processed and distributed incoming correspondence to support daily operations and ensure timely handling of member and organizational needs.
- Maintained accurate records and databases through data entry, tracking, and management of information using spreadsheets and internal systems.
- Coordinated with insurance providers, financial institutions, and external partners to obtain documentation required for loan processing and closings.
- Supported lending operations by gathering and verifying information, facilitating communication between stakeholders, and ensuring timely completion of loan-related requirements.
Banking Center Representative
Five Star Bank
11.2016 - 12.2017
- Served as a primary point of contact for internal staff, providing technical support, troubleshooting assistance, and guidance on organizational procedures, systems, and account documentation.
- Assisted external customers with account inquiries, loan payments, balance information, and general banking services while delivering high-quality customer support.
- Utilized multiple software platforms and information systems to research issues, access account information, document interactions, and provide accurate solutions to employees and customers.
- Collaborated with branch staff and departmental teams to address inquiries, resolve issues, and enhance overall customer and employee experience.
- Maintained detailed records of customer and employee interactions to support service quality, account management, and organizational compliance.
- Facilitated customer inquiries and resolved issues to enhance service satisfaction.
Operations Supervisor
West Asset Management
03.2007 - 11.2015
- Supervised and supported a team of 12 employees, providing leadership, coaching, and performance management to ensure achievement of individual and departmental goals.
- Developed and managed dialer campaigns and work assignments to maximize team efficiency, productivity, and operational outcomes.
- Conducted quality assurance reviews and audits of employee interactions to ensure compliance with organizational standards, policies, and performance expectations.
- Administered corrective action and performance improvement processes, including coaching, documentation, and disciplinary measures when necessary.
- Prepared and communicated daily performance reports and operational projections to upper management to support strategic planning and resource allocation.
Education
Project Management -
Cornell University
Ithaca, NY04-2026
Building Expertise in Administration & Management -
University of Miami
Miami, FL03-2025
Public Health Essentials -
Cornell University
Ithaca, NY01-2025
High School Diploma - Business, Math & French
Cuba-Rushford High School
Cuba, NY06-2004
Skills
- Team leadership & supervision
- Program coordination & project management
- Cross-sector collaboration & partnership building
- Data tracking, reporting & performance analysis
- Training development & facilitation
- Customer service & stakeholder engagement
- Public speaking & presentations
Timeline
Harm Reduction Educator/NYS Fellow
Wyoming County Health Department
08.2024 - Current
Account Clerk
Wyoming County Department of Social Services
10.2023 - 07.2024
Member Service Representative
Genesee Valley Federal Credit Union
12.2018 - 10.2023
Banking Center Representative
Five Star Bank
11.2016 - 12.2017
Operations Supervisor
West Asset Management
03.2007 - 11.2015
Project Management -
Cornell University
Building Expertise in Administration & Management -
University of Miami
Public Health Essentials -
Cornell University
High School Diploma - Business, Math & French
Cuba-Rushford High School