Kentisha James
Tallahassee,Florida
Summary
Proven Government Analyst I at the Department of Revenue, adept in analytical thinking and team collaboration. Excelled in streamlining change management processes, enhancing customer service satisfaction, and driving data research initiatives. Skilled in MS proficiency and financial accountability, consistently achieving process improvements and operational excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Government Analyst I
Department Of Revenue
02.2024 - Current
- Serve as an elevated technician in the Change Management Process, collaborating with team members to coordinate and facilitate weekly Change, Configuration, and Release Committee (CCRC) meetings.
- Compose, maintains, and store all CCRC documents and records, ensuring accuracy and compliance with organizational standards.
- Coordinate necessary communications resulting from CCRC meetings, demonstrating strong communication and organizational skills.
- Manage process for all requested Interruptions of Scheduled Maintenance (ISM) and liaised with State Data Centers to ensure seamless coordination.
- Monitors change management dashboard and communicated with service owners regarding change requests, assessing risk, impact, requirements, and feasibility.
- Contribute to ongoing process improvement initiatives, supporting team and program goals and initiatives.
Customer Service Representative-Revenue Specialist
Department Of Revenue
09.2022 - 02.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collect and ship genetic testing samples for paternity determination as required. Activities include complete Sample Collection Training, complete the Chain of Custody form, verify sample labels, obtain consent signatures, maintain security of sample, and pack and ship samples.
- Negotiate written agreements. Initiate and respond to requests, coordinate with internal and external partners, prepare requests and gather information.
- Send appropriate tasks when it is necessary for unresolved inquiries; update critical data fields; research and resolve case inquiries; and gather information. Make decisions based on case information on CAMS and documentation provided by customers.
Customer Service Representative-Revenue Specialist
Department Of Revenue
03.2022 - 09.2022
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Inventory Stocker and Personal Shopper
Walmart
11.2019 - 03.2022
- Optimized warehouse space utilization by rearranging storage areas according to product demand and size requirements.
- Conducted root-cause analysis of recurring stock discrepancies using data-driven tools such as Pareto charts leading to long-term resolution efforts.
- Effectively managed stock allocation during peak seasons ensuring optimal product availability for customer needs without overstocking.
- Improved customer satisfaction by ensuring shelves were consistently stocked with accurate merchandise quantities and placements.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
Server
Sodexo Food Service
01.2019 - 11.2019
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Secretary
Johnson’s Auto Detail
05.2017 - 11.2019
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Entered data into system and updated customer contacts with information to keep records current.
Education
Associate of Arts -
Tallahassee Community College
Tallahassee, FL07.2018
High School Diploma -
East Gadsden High School
Havana, FL05.2010
Skills
- Analytical Thinking
- Team Collaboration and Leadership
- Documentation And Reporting
- Information Gathering
- Data Research and Validation
- Data Processing
- Issue Identification
- Finance
- Financial Accountability
- MS proficiency
Certification
- Homebuyers Education Class
- ISO/IEC 20000
Timeline
Government Analyst I
Department Of Revenue
02.2024 - Current
Customer Service Representative-Revenue Specialist
Department Of Revenue
09.2022 - 02.2024
Customer Service Representative-Revenue Specialist
Department Of Revenue
03.2022 - 09.2022
Inventory Stocker and Personal Shopper
Walmart
11.2019 - 03.2022
Server
Sodexo Food Service
01.2019 - 11.2019
Secretary
Johnson’s Auto Detail
05.2017 - 11.2019
Associate of Arts -
Tallahassee Community College
High School Diploma -
East Gadsden High School
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