Shayna Brown
New York,USA
Summary
Accomplished civil servant with over a decade of demonstrated success in community outreach, consistently achieving meaningful outcomes for constituents. Proficient in supporting programs and initiatives that promote positive reform within municipal governance. Committed to utilizing extensive experience and expertise to enhance engagement and improve the efficiency and effectiveness of public service delivery.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Community Coordinator
New York City Department of Correction (NYC DOC)
Elmhurst, New York
07.2025 - Current
- Provide support to the Executive Director on agency-wide matters related to incarcerated individuals, including policy development, program oversight, and strategic initiatives.
- Manages the daily operations of the Departmental Information Line to ensure efficient and accurate communication with the public.
- Entrusted with the preparation and submission of official correspondence on behalf of the Executive Director to agency leadership, elected officials, and external organizations.
- Analyze administrative records and perform research to collect and evaluate information related to department-wide grievances and NYC 311 complaint submissions.
- Oversee employee compliance to verify alignment with agency standards, policies, and procedures.
- Reviews and evaluates grievances to determine the Department of Corrections compliance with the Board of Correction Minimum Standards, applicable legal mandates and internal departmental policies.
- Oversees daily administrative functions, coordinates office logistics, and ensures prompt processing of unit requests.
- Participates in operational leadership tours to assess the needs of incarcerated individuals and facility conditions.
- Prepares and administers comprehensive reports in strict accordance with program requirements.
- Coordinates special projects as necessary to support unit objectives and ensure effective execution.
- Facilitates interviews and assesses qualifications of prospective employees.
Associate Retirement Benefits Examiner
New York City Employees Retirement System (NYCERS)
New York, NY
06.2023 - 07.2025
- Establishes member eligibility for benefits by reviewing applications for accuracy, updating documents, and ensuring client data is entered in database correctly.
- Communicates with members via phone or email while also extracting information from various city and state agencies.
- Calculates client's years of service, earnings, required amounts, and compensation base to determine eligibility for pension benefits.
- Determines tier reinstatement, transfers, pre-member costs, and rate cancellation effective dates.
- Manages and distributes Microsoft Excel spreadsheet reports to track all caseloads.
- Performs data analysis and compiles member documentation for entry into N.Y.C PROD, NYCEPAS, PMS, CHRMS, and FMS systems.
- Closes accounts in queue and ensures data is transferred accurately.
Housing Quality Enforcement Specialist
New York City Department of Housing Preservation
New York, NY
08.2021 - 06.2023
- Solely manages and maintains 1500+ Section 8 Emergency Housing Voucher units on Housing Quality Standards inspection tracking system citywide.
- Collaborates with various stakeholders to ensure proper project completion.
- Enforces compliance amongst landlords and tenants to ensure units are compliant with HUD/Section 8 regulations.
- Communicates with landlords and tenants via email, telephone, and in person when necessary.
- Works on special projects evolving landlords and tenants.
- Processes abatements and reinstatements for Section 8 units- ability to enter data accurately, meet deadlines, withdraw and reissue rental assistance payments.
- Generates monthly Excel Spreadsheet reports.
- Implements process improvements to assist clients and landlords effectively.
- Conducts briefings and interviews for Section 8 applicants when necessary.
- Uses multiple data systems including HPD agency databases and Microsoft Office.
- Employee Relations- Trains new employees when necessary.
Call Center Representative
New York City Department of Information Technology
New York, NY
12.2019 - 08.2021
- Managed non-emergency phone system for all New York City agencies using telephone and interactive computer systems to assist hundreds of clients daily.
- Assessed clients' needs and implemented strategies to provide prompt solutions.
- Filed specialized complaints on behalf of constituents using N.Y.C Dept. of Sanitation (DSNY), NYC Dept. of Transportation (DOT), and N.Y.C Dept. of Housing Preservation and Development (HPD) legacy systems.
- Data entry using Siebel, CRM, and Microsoft Dynamics Software.
- Provided information and submitted FOIL requests to appropriate agencies at customer's request.
- Actively listened to clients' needs and escalated calls to appropriate area if necessary.
- Informed clients of services by explaining procedure and protocol while providing relevant information.
- Met and exceeded call center metrics while providing excellent consistent customer service.
- Assisted NYC constituents with emergency services during COVID- 19 Pandemic.
- Provided proactive support to variety of internal and external individuals concerning broad ranges of city-based complaints, projects, services, and customer concerns.
Call Center Agent
Kings Teleservice
Brooklyn, NY
06.2017 - 12.2019
- Managed non-emergency phone system for all New York City agencies using telephone and interactive computer systems to assist hundreds of clients daily.
- Promoted to Tier 2 representative and received certification to handle level 1 and 2 complaints- also received certification to operate specialized systems and applications.
- Certified to operate and file complaints using NYC legacy systems for N.Y.C Dept. of Sanitation, NYC Dept. of Transportation, and N.Y.C Dept. of Housing Preservation and Development.
- Responsible for scheduling and cancelling NYC Dept. of Buildings plan examiners appointments.
- Managed customer call volume effectively and efficiently in complex, fast paced, and challenging call center environment.
- Apart of 2019 training team, responsible for training all employees on CRM and Microsoft Dynamics software.
- Maintained excellent monthly Q&A scores between 90- 100% percentile throughout employment history.
Clerical Associate
New York City Department of Health and Mental Hygiene
Long Island City, NY
10.2010 - 08.2012
- Provided administrative support to supervisor, which included preparing correspondence, reports, maintaining high call volumes, managing complex projects, and scheduling meetings.
- Filled in for supervisor and unit manager when necessary.
- Reviewed and processed employee's weekly timesheets while entering data into N.Y.C Human Resources Administration database.
- Managed inventory and ensured all supplies were ordered within budgetary constraints.
- Facilitated new employee orientation into internship program.
- Scheduled appointments and maintained accurate and confidential client personnel files.
- Maintained weekly schedules of 35+ participants and updated timesheets accordingly.
Education
Associate of Arts - Liberal Studies
CUNY Borough of Manhattan Community College
New York, NYSkills
- Policy adherence management
- Critical thinking skills
- Leadership
- Compliance standards
- Administrative management
- Information management
- Correspondence preparation
- Team development
- Microsoft Office Suite
- NYC agency databases
- Project coordination
Certification
- Notary Public, New York, 2028
- Nan McKay Housing Choice Voucher specialist Certification
Timeline
Community Coordinator
New York City Department of Correction (NYC DOC)
07.2025 - Current
Associate Retirement Benefits Examiner
New York City Employees Retirement System (NYCERS)
06.2023 - 07.2025
Housing Quality Enforcement Specialist
New York City Department of Housing Preservation
08.2021 - 06.2023
Call Center Representative
New York City Department of Information Technology
12.2019 - 08.2021
Call Center Agent
Kings Teleservice
06.2017 - 12.2019
Clerical Associate
New York City Department of Health and Mental Hygiene
10.2010 - 08.2012
Associate of Arts - Liberal Studies
CUNY Borough of Manhattan Community College