Vianny Lebron-Mercado
East Orange,NJ
Summary
Over ten years of experience in building teams and producing compassionate and invested leaders. Incorporating DEI focused training and development modules to create lasting cultural shifts.
Overview
15
15
years of professional experience
Work History
Family Service Worker Supervisor
Division Of Family Assistance & Benefits
01.2009 - Current
- Progressed through increasingly responsible roles in leadership for offices in excess of 40 staff members.
- Built a bi-level customer service call center responsible for over 25,000 monthly customer contacts and increased customer inquiry resolutions by 30%
- Helped to create a customer service department with offices in two locations to better connect community partners, as well as applicant and customers
- Regarded as an agent of culture change and relied upon to coach and train emerging leaders, and newly promoted staff.
- Assist staff with applying comprehensive knowledge of the most current state and federal guidelines regarding nutrition assistance, housing assistance, monetary benefits, and medical assistance.
- Revised agency policy and procedures and operations for relevancy, equity, and accessibility
- Developed matrix to measure performance objectives
- Planned, implemented and executed strategic objectives identify in the agency's mission
- Partnered with analytical team to define data models and collect relevant data
- Leading daily, weekly and monthly staff meetings to ensure goals are met and optimal service provided
- Receipt, interpretation and communication of Federal, State and local policy and procedure changes and updates
Education
Master of Science - Public Administration
Rutgers, The State University of New Jersey
Newark05.2014
Bachelor of Science - Accounting
New Jersey City University
Jersey City, NJ01.2003
Skills
- Chosen to lead and facilitate periodic supervisor development seminars
- Subject matter expert for Bi Spanish/Eng job analysis process
- Recognized in the state of the county address in 2023
- Liaison for State complaints pertaining to Essex County applicant and customers
Languages
Spanish
Native or Bilingual
Timeline
Family Service Worker Supervisor
Division Of Family Assistance & Benefits
01.2009 - Current
Master of Science - Public Administration
Rutgers, The State University of New Jersey
Bachelor of Science - Accounting
New Jersey City University
Similar Profiles
Millissa Lormilus-KingMillissa Lormilus-King
Family Service Worker at Division of Family Assistance and BenefitsFamily Service Worker at Division of Family Assistance and Benefits
Anita ThomasAnita Thomas
Family Service Supervisor at Division Of Family Assistance And BenefitsFamily Service Supervisor at Division Of Family Assistance And Benefits
Brittney HawkinsBrittney Hawkins
Family Service Worker at Division of Family and BenefitsFamily Service Worker at Division of Family and Benefits