Seeking to maintain full-time positions in Human Resources that offer professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
1
1
year of professional experience
Work History
Product Support Specialist II
Ultimate Kronos Group Remote
, NJ
09.2021 - Current
Daily use of SQL to help employee population
Coaching/Mentoring- Developed skills of new agents to improve future performance
Simulated difficult customer service interactions in order to prepare new agents to find positive solutions to difficult problems
Help Desk support assigned over 9 cases including outbound callbacks, e-mails, and internal support tickets
Strong ability to research problems independently and identify root cause of issues using problem determination skills
Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem-solving abilities
Timely, accurate, and complete responses to inquiries
Consistently and effectively communicating with management to make sure issues are escalated and resolved
Ability to assist customers with use and usability of application, while having need to troubleshoot and resolve issues while providing exceptional service
Ability to work both independently and part of team
Legal Administrative Specialist
Department Of Veteran Affairs
Philadelphia, PA
03.2021 - 08.2021
Advise and provide information on benefits and rights
Explain pertinent legal provisions, regulations, and related administrative practices and their application to specific cases
Assist individuals regarding how best to provide needed documents and evidence required
Initiate inquiries to resolve errors, delays, or other problems in obtaining benefits
Counsel Veterans, their dependents, and survivors via assigned access channel, (telephone, email, video, or chat) concerned with Veterans
Assist the inquirer with determining the short-term and long-term circumstances that might influence a choice between various benefits
Explain the types of documents necessary to facilitate timely processing of claims and appeals and assists with obtaining and completing such documents and forms in accordance with the type of claim or appeal being submitted
Perform claim or appeal related work by providing comprehensive claim or appeal status updates using mandatory scripting requirements
Process change of address requests, establishment of, or change to direct deposit banking information, burial allowance claims, dependency claim
Respond to interactions where the customer wishes to speak/discuss to a "supervisor," by attempting to deescalate the interaction by immediately addressing the inquirer's needs prior to referral for a contact by a supervisor.
Contact Tracer
Newark Department of Health
Newark, NJ
11.2021 - 03.2021
Get in touch with contacts of persons diagnosed with COVID-19 patients through text, email, phone calls, and other platforms when necessary, within the established program determined time frames
Provide contacts with approved information on quarantine procedures, what to do if symptoms develop, and, if appropriate, refer them to testing
Assign risk category depending on the contact’s underlying medical conditions, occupation, living situation, and level of contact with case, and understand protocol for each risk category
Work closely with team made up of surveillance coordinators, investigators, and data managers to efficiently complete case investigations
Systematically collect and record information in a local database
Communicate with team and supervisor when contact cannot be made with an individual to determine the best way to address the problem
Protect and maintain individuals’ privacy and confidentiality
Intern
Bonnie Brae School
Basking Ridge, NJ
04.2017
Enhanced my communication and research skills by interviewing former students, their families, probation officers and state social workers via telephone and/or in-person
Reviewed psychiatric, psychological, educational, social and family assessments to obtain descriptive and diagnostic information on emotionally disturbed adolescent males
Analyzed patient data using the statistical software package SPSS
Improved the office organization by creating and updating all databases using Excel and SPSS
Graphed and charted data and created the information in PowerPoint or Excel
Worked on special research projects
Interacted with social service agencies such as, NJ Child Behavioral Health, Department of Youth and Family Services, probation, detention, group homes, and independent living facilities
Significantly improved my typing skills to maintain the databases.
Volunteer
Food Bank of South
Jersey Pennsauken, NJ
10.2014
While working as a volunteer, I had the duty to provide administrative support to the organization
Contacted several companies, including the NBA, to confirm their invitations for the Food Bank’s events were received
Prepared food donations to be distributed
Frequently updated the corporate events calendar
Contacted venues to confirm reservations for the fund-raising events
Developed practical skills such as completing family food lists correctly.
Cashier
Tilly’s
Deptford, NJ
02.2015 - 06.2015
Resolved customer questions, complaints, and concerns about the products offered by the company
Ensured that each customer received outstanding service by providing a friendly environment
Maintained an awareness of all promotions, and advertisements offered
Maintained the orderly appearance of the cash rack and assisted with maintaining frequently used supplies
Performed store recovery in down time
Completed all tasks assigned by manager.
Worked flexible schedule and extra shifts to meet business needs.
Cashier
Chick-Fil
Deptford, NJ
10.2013 - 07.2014
Provided on the job training for newly hired employees
Maintained a reputation for providing excellent customer service to customers
Maintained clean and orderly workplace environment and assisted staff with ensuring their workplace areas were also maintained to standard
Reconciled cash in each drawer at the beginning and ending of each shift to ensure that there is adequate change and no financial discrepancies.
Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Education
Master of Public Administration - Public Administration
Delaware State University
Dover, DE
05.2023
Bachelor of Arts - Criminal Justice
Delaware State University
05.2019
Skills
Customer Experience
Evidence Gathering
Software Support
Customer Satisfaction
Employee Coaching and Motivation
Issue Resolution
Call Center Operations
Time Management
Verbal and Written Communication
MS Office
Accomplishments
Earned the Magna Cum Laude honors Award in 2019.
National Society of Leadership and Success
Timeline
Contact Tracer
Newark Department of Health
11.2021 - 03.2021
Product Support Specialist II
Ultimate Kronos Group Remote
09.2021 - Current
Legal Administrative Specialist
Department Of Veteran Affairs
03.2021 - 08.2021
Intern
Bonnie Brae School
04.2017
Cashier
Tilly’s
02.2015 - 06.2015
Volunteer
Food Bank of South
10.2014
Cashier
Chick-Fil
10.2013 - 07.2014
Master of Public Administration - Public Administration