Nicole Tisson-Lee
Hollis
Summary
Experienced professional with a background in program management, compliance, and operations. Experienced in leading high-volume operations, improving processes, coordinating cross-functional teams, and ensuring compliance with state , federal and organizational policies. Strong analytical, problem-solving, and communication skills with a proven ability to deliver results in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Risk Management Specialist Temp
Noor Staffing | Assigned to NYC Department of Housing Preservation & Development (HPD)
02.2026 - Current
- Reviewed participant applications and supporting documents, comparing information with third-party federal databases to identify discrepancies and ensure program compliance.
- Conducted participant interviews and discrepancy meetings to verify information before making eligibility determinations.
- Evaluated case findings and recommended continued assistance, repayment agreements, subsidy denials, or program terminations based on eligibility requirements.
- Reviewed tax returns, financial records, assets, and income to determine program eligibility.
- Investigated discrepancies and calculated overpayments to determine appropriate corrective actions.
- Collaborated with cross-functional teams to ensure Section 8 Housing Choice Voucher recipients met federal program requirements.
Program Manager
NYC Health + Hospitals | Humanitarian Emergency Response and Relief Center (HERRC)
04.2023 - Current
- Oversaw daily operations for HERRCs, establishing expertise in the sites sheltering families with minor children, leading sites that housed up to 2,700 asylum seekers. Completed housing assignments for 35,000 guests at the Roosevelt hotel through the utilization of salesforce systems.
- Supervised a team of 8, ensuring accurate and detailed handoffs between shifts and supporting the design and roll out of key strategic initiatives in a highly sensitive political environment; identified and deployed workflow improvements that reduced wait times, eliminate bottlenecks, and improved placement efficiency by 30% while maintaining positive collaborations and morale.
- Assisted approximately 156,000 clients-including 42,000 children-from 166 countries speaking 101 languages.
- During peak periods, placed over 150 families and 300 single adults per day into shelters, and provided overnight cots for 51,700 unhoused clients.
- Managed arrival logistics for more than 600 buses, each carrying around 50 asylum seekers from Texas.
- Led operational processing and coordinated housing placement for on average 1,500 asylum seekers per day, acting as the strategic lead across 4 different NYC municipal agencies (H+H, HPD, HANYC, DHS) to ensure efficient leadership escalations, data collection, supply delivery, asylee orientation and transportation to emergency shelter sites for all asylum seekers arriving in New York City.
- Coordinated with onsite vaccine teams, the Department of Education, a team of Social Workers, the onsite security team, food and supply vendors, union workers associated with the hotels and hotel leadership to ensure all asylum seekers received food, shelter, healthcare and education in a dignified and respectful environment.
- Monitored operational metrics to identify areas for improvement, implementing solutions that enhanced service quality and consistency.
- Provided detailed real-time reporting on key performance metrics and risk escalation to senior leadership; proposed data-supported strategies to optimize available shelter housing. Reporting and strategies were shared with City Hall as part of a coordinated response across multiple city agencies.
Provider Services Specialist
United Health Care
04.2022 - 08.2023
- Identified and addressed provider needs by responding to inquiries and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health services.
- Maintained accurate and up-to-date provider network files, updated credentialing and demographic information within internal systems. Assisted with maintaining health plan provider ID tracking and conducted regular data audits.
- Monitored and ensured provider compliance with all applicable laws, regulations, and organizational policies and procedures.
- Educated and advised providers on best practices for submitting claims both electronically and manually in accordance with payer specific requirements.
- Compiled and tracked provider quality performance data to support compliance and performance improvement initiatives.
- Collaborated with Provider Service Representatives on internal projects and various provider network reporting needs.
- Handled provider onboarding tasks such as system access setup, password resets, and general inquiry support.
Public Health Contact Tracer & Cross Monitor
NYC Health + Hospitals | Test&Trace
06.2020 - 04.2022
- Conducted COVID-19 interviews, ensuring accurate data entry and strict compliance with HIPAA and public health privacy standards.
- Collaborated with cross-functional teams to develop and implement strategies aimed at increasing community health awareness and engagement and promoted public safety.
- Educated residents on quarantine protocols, contributing to improved understanding and compliance with public health guidelines as well as public health outcomes.
- Demonstrated flexibility by cross-training in a high-demand environment to manage rising COVID-19 case volume and support operational continuity during surges.
- Assisted Program Director with targeted public health initiatives to reduce the spread of COVID-19, including efforts in Sunset Park, Travel Advisory enforcement, and outreach to unvaccinated seniors and vulnerable populations.
Patient Services Representative
Global Contact Services | Access A Ride
12.2019 - 03.2020
- Responded to high volumes of patient and member inquiries via phone and email, delivering timely and accurate information.
- Applied empathetic communication and active listening skills to improve patient satisfaction and support positive outcomes.
- Maintained confidential health information in accordance with HIPAA and organizational privacy policies.
- Resolved member concerns efficiently during initial contact, contributing to improved first-call resolution metrics.
- Strengthened patient and member engagement through clear, compassionate communication, fostering trust and long-term loyalty.
Associate Manager
Xpresspa
08.2016 - 06.2019
- Create a welcoming environment for clients by discovering their needs and making recommendations to generate sales.
- Maintain the sales floor throughout the day while creating revenue for the store.
- Partner with Store Manager and Assistant Manager to coach and develop sales.
- Maintained working knowledge of the store's policies and procedures.
- Assists the Store Manager in maximizing results in sales, merchandising & operations.
- Schedule the staff within the spas according to the needs and restrictions of the business and adjust hours as necessary to reach each spa.
- Ensure consistent and timely opening and closing of the Spa.(Reconciling the register, transfers, inventory and store execution audits,and checklists).
- Keep the Spa team motivated and working as a unit, making sure each member of staff understands company policies and Guidelines
- Assist Spa Leadership team in creating an outstanding customer experience, including customer service, visual standards, merchandise representation, restocking of products, signage, lighting, proper schedule coverage, and general spa maintenance.
- Conducted regular performance reviews to track progress and provide feedback on job performance.
- Resolved conflicts between employees using effective communication techniques and problem-solving methods.
Specialty Sales Associate
Hudson Group
03.2016 - 08.2016
- BRANDS : BALLY, BURBERRY, MICHEAL KORS
- Understanding customer needs by offering solutions to help make decision to complete their purchase.
- Assist Store Manager with visual Merchandising to meet brand monthly visual standards.
- Understands and executes store shrink plan.
Sales Associate, Lead Trainee
Forever 21
02.2015 - 03.2016
- Greeted customers warmly and offered assistance.
- Inspire, delight, and enrich the lives of customers through fashion.
- Provide friendly, fast, and accurate processing of all sales transactions.
- Temporary Leading sales floor by providing feedback to Associates on driving sales.
- Participate in store walkthroughs with Store Manager or Service Managers daily
- Attends and participate in all required trainings and meetings.
Education
Associate of Applied Science Degree - Public Health
CUNY Queensborough Community College
Queens, New YorkSkills
- Microsoft Office (Word, Excel, and PowerPoint)
- Outlook
- Adobe
- Salesforce
- Compliance & Regulatory Review
- Process Improvement
- Case Management
- Cross-Functional Collaboration
- Workforce Management
- Health and safety risk management
- Problem-solving
Certification
- HIPPA Certification
- Mental Health and First-Aid Certification
- Mandated Reporter Training Certificate – New York State Office of Children and Family Services (OCFS)
LANGUAGES
Languages: Native fluency in Creole
Native or Bilingual
English
Native or Bilingual
Timeline
Risk Management Specialist Temp
Noor Staffing | Assigned to NYC Department of Housing Preservation & Development (HPD)
02.2026 - Current
Program Manager
NYC Health + Hospitals | Humanitarian Emergency Response and Relief Center (HERRC)
04.2023 - Current
Provider Services Specialist
United Health Care
04.2022 - 08.2023
Public Health Contact Tracer & Cross Monitor
NYC Health + Hospitals | Test&Trace
06.2020 - 04.2022
Patient Services Representative
Global Contact Services | Access A Ride
12.2019 - 03.2020
Associate Manager
Xpresspa
08.2016 - 06.2019
Specialty Sales Associate
Hudson Group
03.2016 - 08.2016
Sales Associate, Lead Trainee
Forever 21
02.2015 - 03.2016
Associate of Applied Science Degree - Public Health
CUNY Queensborough Community College