Abigail Wolf
Halfmoon,NY
Summary
Dynamic Implementation Specialist with a proven track record at CIChecked, excelling in client onboarding and quality assurance. Expert in compliance and training development, I enhance user engagement and satisfaction through effective communication and strategic implementation. Committed to delivering results and fostering strong client relationships in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Implementation Specialist II
CIChecked
Latham, NY
03.2024 - Current
- Configured and launched client accounts, pricing models, and access levels to ensure seamless onboarding.
- Ensured compliance with FCRA and PII security standards during data management practices.
- Developed training materials to improve user understanding and utilization of implemented systems.
Call Center Representative
Charter Communications (Spectrum Mobile)
Schenectady, NY
11.2023 - 02.2024
- Managed inbound customer inquiries regarding mobile services and billing issues.
- Documented customer interactions using CRM systems for accurate record-keeping.
Project Implementor, Team Lead, Quality Assurance - CMHA Housing Assistance (CGI)
DiRad Technologies Inc.
Clifton Park, NY
05.2022 - 09.2023
- Oversaw project implementation, developing training guides and recruiting and training new hires to enhance team readiness.
- Led team meetings to discuss project progress and address challenges.
- Provided HIPAA and HUD compliant call support, ensuring quality assistance for CMHA housing clients.
Research Assistant - MWBE Certification Eligibility Project
DiRad Technologies Inc.
Clifton Park, NY
03.2022 - 04.2022
- Researched MWBE certification eligibility and processes across states to inform project strategies.
- Collaborated with project leadership to define and refine project goals and objectives.
- Organized research materials and maintained comprehensive project documentation.
Team Lead, Quality Assurance - Saratoga County COVID Booster Project
DiRad Technologies Inc.
Clifton Park, NY
09.2021 - 02.2022
- Coordinated COVID-19 booster appointments for at-risk populations, ensuring timely access for elderly clients.
- Supported team members by reviewing daily performance metrics and delivering insights on call volumes and representative performance to management.
Project Implementor, Quality Assurance, and Client Service - Department of Sanitation - Composting
DiRad Technologies Inc.
Clifton Park, NY
07.2021 - 08.2021
- Developed training materials and facilitated onboarding for citywide composting initiative.
- Provided QA coaching, assessed representative performance, and monitored key metrics.
- Supported smooth transition process and training support during February-March 2022.
Project Implementor & Client Service - NYC Housing (CGI)
DiRad Technologies Inc.
Clifton Park, NY
01.2020 - 06.2021
- Developed onboarding process, screened candidates, and created training materials for new public housing contract.
- Guided 80–100 applicants daily through application process through NYC Housing Lottery system.
Call Center Representative - DMV VERIFI Project
DiRad Technologies Inc.
Clifton Park, NY
11.2018 - 01.2020
- Handled customer inquiries via phone and email, ensuring timely and accurate responses.
- Granted specialized system access for client account logins, facilitating resolution of complex issues.
- Provided product information to enhance customer understanding and satisfaction.
Education
Cosmetology Certificate -
WSWHE BOCES
Saratoga Springs, NY06-2019
Regents Diploma -
Mechanicville Jr./Sr. High School
Mechanicville, NY06-2019
Skills
- Client & Contract Implementation
- Quality Assurance
- Data compliance
- Research & Documentation
- Training Development
- Customer Relationship Management
Personal Information
Title: Client Service & Operations Specialist
Timeline
Implementation Specialist II
CIChecked
03.2024 - Current
Call Center Representative
Charter Communications (Spectrum Mobile)
11.2023 - 02.2024
Project Implementor, Team Lead, Quality Assurance - CMHA Housing Assistance (CGI)
DiRad Technologies Inc.
05.2022 - 09.2023
Research Assistant - MWBE Certification Eligibility Project
DiRad Technologies Inc.
03.2022 - 04.2022
Team Lead, Quality Assurance - Saratoga County COVID Booster Project
DiRad Technologies Inc.
09.2021 - 02.2022
Project Implementor, Quality Assurance, and Client Service - Department of Sanitation - Composting
DiRad Technologies Inc.
07.2021 - 08.2021
Project Implementor & Client Service - NYC Housing (CGI)
DiRad Technologies Inc.
01.2020 - 06.2021
Call Center Representative - DMV VERIFI Project
DiRad Technologies Inc.
11.2018 - 01.2020
Cosmetology Certificate -
WSWHE BOCES
Regents Diploma -
Mechanicville Jr./Sr. High School