1. Suraredjo,ImaculaL.
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IMACULA L. SURAREDJO
170-24 130th
Ave., Apt. 3D
Jamaica, New York 11434
Cellular: 718.749.1985
ImaculaSuraredjo@yahoo.com
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PROFESSIONAL PROFILE
Multi-disciplined, dedicated Social Services professional with experience in a federal government sector,
providing support and guidance within leadership roles. Strong attention to detail and accuracy, excellent
organizational and problem solving skills; able to prioritize, coordinate and simultaneously maintain
multiple projects with high level of quality and productivity. Accountable for promptly investigating
cases and interacting with essential personnel.
Best Qualified Skills or Competencies:
 Ability to communicate in oral and written communication
 Ability to communicate effectively with individuals representing widely divergent backgrounds
 Ability to analyze current or projected operating programs
 Ability to analyze organizational and operational problems and develop solutions
PROFESSIONAL WORK EXPERIENCE
Employer: NYC Department of Environmental Protection, New York, NY
Job Title: Call Center Supervisor
Start date: 2016
End date: Present
Work Schedule: 40+ Hours per week
 In my current position, I am responsible for working with other supervisors to create and implement a
training structure to facilitate the development of an accomplished call center. I evaluate and monitor
customer service representatives’ calls to ensure accurate communication of DEP policies and review
recorded calls for quality assurance and coaching opportunities. I resolve water and sewer related
concerns and ensure all customers are provided with accurate information; prepare reports and review
work assignments of employees within the Bureau. I also conduct quarterly and annual performance
evaluations and review Referral Tracking System to monitor work flow.

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 Schedule work assignments of subordinates to assure adequate telephone coverage to meet the
established Average Wait Time performance standards. Ensure adequate LEP coverage during hours
of operation. Assign overtime as needed and within BCS Guidelines. Schedule adequate supervision
during Call Center extended hours of operation.
 I regularly review and adjudicate recorded customer calls to assure accurate information is being
provided in a courteous and professional manner and in accordance with the NYC Water Board Rate
Schedule and other BCS approved material or programs. Maintain accurate records of such reviews.
Arrange training to assure CSRs proficiencies.
 Review an adequate sampling of calls to accurately and objectively evaluate the performance of
subordinates. Correctly identify discrepancies in 95% of sampled accounts. Identify and respond
appropriately to training needs and other performance issues. Follow and enforce the “Uniform Code
of Conduct” and all other BCS rules and regulations.
 Respond appropriately to violations; responses are clearly and accurately documented, and reported to
manager.
 I prepare reports requiring the analysis of broad account populations; prepare reports on Call Center
performance,CSR activity and call trends when needed.
 Disseminate EEO policies and information. Support unit EEO training. Cooperate with the EEO
Office on EEO matters. Consult with the EEO Office when violations of EEO policies are suspected.
I promote a workplace free form safety hazards.
 Ensure that subordinates comply with EH&S regulations, policies and procedures that relate to their
work assignments and work areas. Ensure that field and facility work is done in a way that promotes
safe working conditions, behavior and housekeeping.
Employer: NYC Department of Transportation, New York, NY
Job Title: Correspondence Coordinator
Start date: 2014
End date: 2016
Work Schedule: 40+ Hours per week
 I am responsible for handling inquiries from NYC, State and Federal agencies, elected officials, not-
for-profit organizations, the private sector and the general public; implement permit operation duties.
 Prepare reports on annual, bi-annual, monthly and weekly correspondence data and statistics, as well
as the delivery of turnaround time tracking reports; write memos/responses for the Deputy Director
and Executive Director; I uphold a strong working relationship with assistant managers and
supervisors.

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Employer: NYC Human Resources Administration, New York, NY
Job Title: Principal Administrative Associate
Start date: 2012
End date: 2014
Work Schedule: 40+ Hours per week
 I manage eligibility specialist who research, collect and evaluate client information, and use
appropriate strategies to resolve multifaceted issues concerning SNAP benefits.
 I conduct training and preparation for employees and also serve in a leadership role on limitless
projects, and actively manage the activities of eligibility specialist, including initial eligibility and
recertification. I maintain familiarity with investigations in progress, manage activities and
receive and relay messages of significant events. I have gained extensive knowledge in applying
and adapting strictly controlled situations of an agency.
ABILITY TO COMMUNICATE IN ORAL AND WRITTEN COMMUNICATION: Prepare
accurate, clear, concise and timely correspondence, reports, and documents; provide correct instructions,
information, and guidance. Review and edit all written information and action papers and forms.
 I create and coordinate programs to identify exceptional employees and provide extensive
training to help better prepare them for possible job advancement.
 Prepare organizational charts, graphs, spreadsheets, and databases. Handle complex
communication concerning government benefits.
ABILITY TO COMMUNICATE EFFECTIVELY WITH INDIVIDUALS REPRESENTING
WIDELY DIVERGENT BACKGROUNDS: I personally discuss all unusual and/or unresolved
agreement issues with the program managers responsible for State and Local programs.
 Develop solid working relationships with colleagues and management personnel. Work closely
with individuals in order to propose resolutions to difficult problems.
 I am able to communicate in a clear and precise manner that ensures each person has a full
understanding of the instructions each provided prior to close of correspondence.
ABILITY TO ANALYZE CURRENT OR PROJECTED OPERATING PROGRAMS: I am
frequently faced with procedural and policy issues that are sensitive and complex. I approach these issues
in a logical manner and I am adept at reviewing the issues and alternatives and identifying potential
resolutions.
 Investigate program practices and alleged violations of law, in order to document and correct
discriminatory factors. I prepare reports of selection, survey, and other statistics and
recommendations. Prioritize critical actions.
 Expert knowledge of all office automation equipment including Microsoft Office Suite, Excel,
Word, PowerPoint, Outlook and Internet Research.

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ABILITY TO ANALYZE ORGANIZATIONAL AND OPERATIONAL PROBLEMS AND
DEVELOP SOLUTIONS: Because of my extensive knowledge, I am responsible for reviewing
guidelines, determining the data that we must collect, and working with managers and staff to ensure that
appropriate development measures were used.
 I provide valuable accomplishment assessment, and often develop new plans that assist others. I
anticipate analysis needs and devise reports that may head off failure to accomplish our goals.
 I research, assemble, and tabulate information and figures for use in investigation, and as
evidence in various cases. I maintain familiarity with investigations in progress, assigned
priorities and individual activities; evaluate information utilizing analytical skills to disseminate
effective communication.
Employer: NYC Human Resources Administration, New York, NY
Job Title: Eligibility Specialist
Start date: 2007
End date: 2012
Work Schedule: 40+ Hours per week
 Review company contracts that determined what actions were required to meet governmental
measures. I maintained confidentiality and use of discretion when working with people involved in
equal opportunity cases.
 I analyze acquired information to determine facts relevant to the case of record. I create formats for
presentation of information and determined whether collateral information was relevant to assigned
case or other cases. I ensure the best distribution of this information to broaden and strengthen other
cases. I also analyze information to determine if sufficient data had been collected to adequately
respond to the request.
 I compile material in an appropriate format for inclusion in the case files. I recheck data when needed
to ensure all data and details were precise, factual and in accordance with policies.
 I interact with members of the staff, organization, and individuals outside of the agency ranging from
other government agencies to the general public. I also serve as company liaison for groups
associated with the organization. I perform office automation work requiring the use of software
applications and computer equipment. I develop information through an analytical process of relating
data contained in one case file with that contained in others. I compile this information for use in
developing cases. Correct discriminatory factors.
Employer: NYU Langone Medical Center, New York, NY
Job Title: ER Admitting Representative
Start date: 2007
End date: 2011
Work Schedule: 15+ Hours per week

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 Assist in administrative day-to-day operations in the company; coordinate and confirm meetings,
maintain calendars, and answer phones; uphold organized filing system; perform data entry and
analysis as requested; maintain excellent communication with all staff.
 Interview patients to obtain identifying and verifying information, including name, address, age, date
of birth, social security number, occupation, and insurance information and obtaining authorization.
Maintain proficiency in medical terminology.
 I provide support in any way deemed appropriate; consistently make decisions that resolve issues;
provide ideas, opinions, and information in an articulate, professional way. I am required to be well
versed in administrating instructions, current procedures, and policies; demonstrate the ability to
respond with a high degree of urgency to the needs and requests of others.
EDUCATION
Master of Public Administration in Public Affairs and Administration
Metropolitan College of New York, New York, NY, Graduated, 2014
Bachelor of Arts in Psychology
The College of New Rochelle, New York, NY, Graduated, 2013
TRAINING
Basic Supervisory Skills Training, City of New York, 2012
LANGUAGES
English
French
Haitian Creole