Nandi A. Chisholm
Orlando,FL
Summary
Seeking a People Operations Specialist role with 17 years of diverse experience which includes enhancing employee experience through effective onboarding and cross-functional collaboration. Proficient in HR systems and committed to improving operational processes. Skilled in fostering a positive work environment and driving initiatives that align with organizational goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Escalations Specialist
Alclear, LLC (CLEAR)
03.2022 - Current
- Resolving 60-100 escalated customer inquiries regarding billing, refunds, and account management to maintain high customer satisfaction
- Provide feedback to call center agents to enhance performance metrics including call duration and escalation rates
- Analyze customer feedback surveys weekly to identify trends and recommend improvements to the customer experience
- Suggest operational improvements to leadership and assist with strategy implementation to exceed Key Performance Indicators and boost call center efficiency
- Participating in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Monitoring and analyzing customer feedback to track patterns in feedback and report areas for improvement to management.
Short-Term Disability Claim Manager
New York Life Insurance Company
01.2024 - 08.2024
- Assessed and finalized 10 short-term disability claims daily in compliance with contractual obligations and regulatory guidelines
- Provided stakeholders with comprehensive responses regarding claim details, eligibility, and benefit determinations, ensuring transparency and communication excellence
- Partnered with medical and vocational experts to analyze health documentation, optimizing the efficiency of the claims procedure and facilitating claimants' rehabilitation and re-employment
Eligibility Reviewer II
Insight Global, Inc/OSAAS
10.2022 - 07.2023
- Company Overview: Contract
- Maintained stringent adherence to policy and procedural guidelines, safeguarding the integrity of the eligibility review process
- Provided guidance to applicants on submitting accurate and comprehensive Pandemic Relief Aid documentation, in line with the California Mortgage Relief Program's criteria
- Processed approximately 50 applications weekly, significantly enhancing the efficiency of aid approval, denial, and disbursement by 95%
- Contract
Housing Case Manager
Women in Need, Inc. (WIN)/Addison Group
02.2019 - 01.2022
- Conducted 5 daily comprehensive assessments to match families with appropriate stable housing, improving their chances for sustained tenancy.
- Delivered life skills training focused on document organization and interview preparation, aiding clients in their pursuit of housing security.
- Coordinated with community partners to obtain housing subsidies and facilitated efficient document processing using the Client Assistance and Rehousing Enterprise System (CARES).
- Provided client and family education on available resources and self-care strategies.
- Provided patient and family education on available resources and self-care strategies.
- Managed caseload to satisfy multiple clients with diverse needs.
Community Compliance Coordinator
IOS Acquisitions, Inc./The New York City Department of Homeless Services
01.2017 - 10.2018
- Collaborated with colleagues to refine data management practices, enhancing client and case tracking efficiency
- Promoted compliance by advising management on needed or prohibited actions to comport with government regulations.
- Managed daily client tracking operations, including sign-in procedures, location mapping, and coordination of transfers and exits.
- Conducted weekly audits of case files, reviewing 100-200 pass distributions to ensure compliance with agency standards.
Case Management Support Specialist
Sub-contractors: RW Block Consulting, Inc., Horne LLP, ProSource Technologies, LLC/The New York State Governor's Office of Storm Recovery
06.2013 - 05.2016
- Conducted homeowner interviews to facilitate understanding of housing recovery program applications and clarify program eligibility, resulting in improved communication and grant assistance outcomes
- Managed construction repair record-keeping and coordinated document distribution, utilizing Appointment-Plus Scheduling Management software to enhance process efficiency
- Reviewed and updated application statuses and property covenants with precision, contributing to a 90% increase in customer service satisfaction through improved processing accuracy
Staffing Coordinator
Marvin Morgan Bail Bonds
01.2010 - 05.2013
- Optimized interdepartmental and client communication, enhancing operational efficiency and nurturing collaborative relationships with law enforcement
- Developed and executed innovative filing systems and database protocols, improving office organization and ensuring the confidentiality and integrity of financial and client data
- Managed applicant tracking system (ATS) database by entering, updating and maintaining candidate contact details, resumes, and supporting documentation.
- Interviewed, hired, and mentored over 10 new personnel and oversaw all staffing operations.
- Conducted reference checks and screening of potential candidates to support onboarding process.
- Coordinated job postings and advertisements for maximum exposure and response rate.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
Executive Assistant
Certified Steel Company
11.2006 - 01.2010
- Coordinated travel arrangements and itineraries to ensure seamless executive travel experiences, while maintaining strict confidentiality protocols
- Managed office operations, including multi-channel client communications and inventory monitoring, to uphold organizational efficiency and privacy standards
- Screened 30 plus calls and emails and initiated actions to respond or direct messages for managers.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Facilitated training and onboarding for incoming office staff.
Education
Some College - Human Resources Management
Capella University
Online01.2035
Skills
- Greenhouse
- Workday
- Attention to Detail
- Time Management
- Google Suite
- Problem Solving
- Background Investigations
- Confidentiality
- Organizational Skills
- Communication Skills
- Problem-solving
- Prioritization
- I-9
- Microsoft Office
- Teamwork
Certification
- Fundamentals of Human Resources, Alison Online
- Customer Relationship Management in Business Services, Alison Online
- Modern Human Resource Management and Selection Process, Alison Online
- Talent Acquisition Practices, Alison Online
Timeline
Short-Term Disability Claim Manager
New York Life Insurance Company
01.2024 - 08.2024
Eligibility Reviewer II
Insight Global, Inc/OSAAS
10.2022 - 07.2023
Escalations Specialist
Alclear, LLC (CLEAR)
03.2022 - Current
Housing Case Manager
Women in Need, Inc. (WIN)/Addison Group
02.2019 - 01.2022
Community Compliance Coordinator
IOS Acquisitions, Inc./The New York City Department of Homeless Services
01.2017 - 10.2018
Case Management Support Specialist
Sub-contractors: RW Block Consulting, Inc., Horne LLP, ProSource Technologies, LLC/The New York State Governor's Office of Storm Recovery
06.2013 - 05.2016
Staffing Coordinator
Marvin Morgan Bail Bonds
01.2010 - 05.2013
Executive Assistant
Certified Steel Company
11.2006 - 01.2010
- Fundamentals of Human Resources, Alison Online
- Customer Relationship Management in Business Services, Alison Online
- Modern Human Resource Management and Selection Process, Alison Online
- Talent Acquisition Practices, Alison Online
Some College - Human Resources Management
Capella University
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