Nelly Rodriguez
Woodside,NY
Summary
Seasoned Professional in the Administrative Field with wealth of continual process and operation improvement experience and 20+ years of diverse industries, and management experience in customer service, and business administration. Successfully oversees daily operations, planning and quality control and develops and monitors resources. Broad history in establishing standard operating procedures and tracking and reporting processes, tools and information flows. Actively engages direct reports to achieve business goals, tracks progress toward goals and increases effectiveness and efficiency of leaders.
Overview
23
23
years of professional experience
11
11
Certifications and Trainings
Work History
Deputy Director of Driver Licensing Services
NYC Taxi & Limousine Commission
Long Island City, N.Y.
01.2022 - Current
- Manage and supervise a team of approximately eighteen Driver Service specialists and one Senior Driver Service Agent in a fast-paced environment for the Taxi Industry
- Collaborate with staff on addressing questions and concerns related to new and existing drivers to ensure timely and effective resolutions
- Assign tasks to team members and ensure that they are efficiently completed in accordance with TLC policies and regulations
- Approve and deny staff time-off and leave requests while maintaining accurate attendance records
- Assist in policy and procedure development, supervise the implementation of initiatives, and support efficient and effective license application processing
- Provide excellent customer service and resource allocation while utilizing data reports to monitor unit performance and drive continuous improvement
- Work hands-on with the public in a direct service provider-to-customer environment
- Ensure that staff disseminate information and handle customer inquiries efficiently and effectively
- Analyze data reports to identify trends in application submissions and processing issues and drive improvements on key performance indicators
- Report unit progress and issues to Licensing Division Senior Management
- Perform additional managerial duties and special projects as needed.
Supervisor, Base, and Business Services Unit
NYC Taxi and Limousine Commission
New York, NY
01.2017 - 01.2022
- Managed a team of eight members responsible for reviewing and processing license applications for the Taxi Industry
- Supported and collaborated with staff to handle questions and concerns from applicants, ensuring efficient and effective resolution of matters
- Delegated and coordinated assignments based on staff's operational needs and skills and abilities
- Provided excellent interpersonal skills, explaining proper or missing information on documents to existing and potential applicants
- Conducted training with subordinates to increase their areas of competence and held individual and unit informational meetings, inviting and answering questions, and demonstrating and providing examples of proper work methods
- Maintained employee time and leave records and initiated disciplinary action for excessive lateness/absence to ensure compliance with business policies and regulations
- Assisted applicants in conflicted situations by increasing their understanding of the subject and providing insight without undermining them
- Reported on unit progress and concerns in weekly meetings with the Director and Deputy Commissioner
- Prepared and maintained Standard of Operation (SOP) documents for staff and training purposes
- Performed other managerial tasks and special projects as needed.
Senior Licensing Specialist, Base, and Business Services Unit
NYC Taxi and Limousine Commission
New York, NY
01.2012 - 01.2017
- Established and cultivated relationships with current and potential licensee applicants by providing excellent customer service support and responding to their queries in a professional and timely manner
- Maintained Standard of Operation (SOP) documents for staff and training purposes
- Generated reports, spreadsheets, and meeting agendas to be presented at meetings and Commission hearings
- Coordinated applicant appointments and assignments based on operational needs and staff's skills and abilities
- Collaborated with the supervisor to plan and implement various projects related to new licenses such as E-HAIL (SHL), (TPEP), and LPEP
- Managed the day-to-day aspects of various special projects as needed by management.
Sr. Account Receivable and Billing Analyst
Target Sourcing Services
New York, N.Y.
01.2001 - 01.2010
- Managed and supervised teams, worked in a fast-paced and high-pressure environment, and provided customer service to clients
- Supervised a team of six members and successfully managed high-conflict situations between vendors and customers
- Assisted clients with complaints and operational issues, while guiding vendors with purchase orders
- Resolved vendor price discrepancies
- Managed compliance with business policies and regulations
- Requested and collected customer payments, and resolved inquiries regarding credit memos, pricing, outstanding invoices, and unit price discrepancies
- Supervised and tracked delinquent accounts
- Examined invoices, supported financial records, and data to verify their accuracy and compliance with vendor and purchase orders, and prepared payment vouchers based on invoices
- Organized and maintained accounts according to established account classifications and posted them to their general and subsidiary ledgers
- Prepared bank reconciliations, adjusting, and closing entries
- Prepared expense budget accounts for buyers
- Conducted individual and group meetings, training employees, and fielding internal inquiries
- Maintained employee time and leave records and initiated disciplinary action when necessary
- Worked on special projects as needed.
Education
Bachelor of Business Administration (BBA) - Accounting/Communications
Baruch College- CUNY
01.2012
Associated in Science - Business Administration
La Guardia Community College — CUNY
01.2008
Skills
- Organization & Planning
- Interpersonal and teamwork skills
- Employee relations and conflict resolution
- Report generation
- Staff Management
- Budgeting and forecasting
- Proficient in Microsoft Office
- Multitask Management
- Program Oversight
- Project Management
- Data Analysis
- Performance Evaluations
- Administrative Management
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Affiliations
- Community Volunteering
- School Volunteering
Certification
- Synergy Leadership December 2022
- Certificate of Appreciation Dec-2021
- Microsoft office Excel-2013 – Nov-2018
- Supervising Challenging Employees Sept- 2018
- Writing in Plain Language & Clinic March-2018
- Structured Interviewing and Unconscious Bias March 2018
- Fundamentals of Supervision January 2018
- Leadership Development June-2016
- Customer Service Oct-2014
- Workplace Violence Prevention Nov-2013
- Building Cultural Competence 10/2012
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
You can learn something new everyday if you listen.
Timeline
Deputy Director of Driver Licensing Services
NYC Taxi & Limousine Commission
01.2022 - Current
Supervisor, Base, and Business Services Unit
NYC Taxi and Limousine Commission
01.2017 - 01.2022
Senior Licensing Specialist, Base, and Business Services Unit
NYC Taxi and Limousine Commission
01.2012 - 01.2017
Sr. Account Receivable and Billing Analyst
Target Sourcing Services
01.2001 - 01.2010
Bachelor of Business Administration (BBA) - Accounting/Communications
Baruch College- CUNY
Associated in Science - Business Administration
La Guardia Community College — CUNY
Similar Profiles
Emily LlanoEmily Llano
Principal Administrative Assistant of Facilities at NYC Taxi & Limousine CommissionPrincipal Administrative Assistant of Facilities at NYC Taxi & Limousine Commission
MOHAMMED J UDDINMOHAMMED J UDDIN
Independent Contractor at NYC Taxi & Limousine CommissionIndependent Contractor at NYC Taxi & Limousine Commission
Rodion PetersRodion Peters
Law Enforcement Officer at NYC Taxi & Limousine CommissionLaw Enforcement Officer at NYC Taxi & Limousine Commission
Tamesha S. WilliamsTamesha S. Williams
Compliance Specialist at NYC Taxi and Limousine CommissionCompliance Specialist at NYC Taxi and Limousine Commission
Maximus Lassala-RamosMaximus Lassala-Ramos
Machine Operator at Pepsi Bottling CoMachine Operator at Pepsi Bottling Co