Arnasya McGee
Aurora,US
Summary
Detail-oriented IT support professional with hands-on experience in troubleshooting and managing CRM systems. Efficiently resolves complex customer issues and enhances process efficiency, delivering high-quality support in dynamic environments.
Overview
5
5
years of professional experience
Work History
Traffic Management Operator
WSP
Aurora, CO
05.2026 - Current
- Coordinated emergency dispatch with police, fire, and highway crews to facilitate rapid incident management.
- Monitored live traffic via closed-circuit television (CCTV) cameras and detection sensors to ensure timely response to incidents.
- Operate Intelligent Transportation Systems (ITS) and computer mapping tools.
- Post safety messages on electronic variable message signs (VMS).
- Enter accident and delay data into traveler information portals.
- Troubleshot broken field equipment and logged technical issues to maintain operational integrity of traffic management systems.
Customer Service Representative
WSP
Aurora, US
03.2026 - Current
- Handled high-volume inbound calls, resolving customer inquiries with efficiency and professionalism
- Set up and managed ExpressToll accounts, ensuring accurate data entry and streamlined payment processing
- Escalated and routed complex issues to appropriate departments, minimizing repeat requests
- Identify process gaps and recommend improvements to enhance service efficiency
- Review license plate images for verification, maintaining high accuracy standards
Parking Clerk
Metropolis
Aurora, US
01.2025 - 02.2026
- Managed parking permits and transactions, ensuring accurate records for effective operations
- Educated customers on policies, enhancing compliance and minimizing violations
- Conducted audits of parking data to verify regulatory compliance
- Resolved customer issues and processed payments efficiently
Customer Support Specialist
Procare Software
Denver, US
04.2024 - 09.2024
- Resolved customer issues remotely, enhancing response time and customer satisfaction
- Streamlined troubleshooting workflows, decreasing resolution time for customer inquiries
- Identified recurring issues and contributed to process improvements, leading to more efficient support
- Created and managed support cases using CRM tools
- Provided technical support for software and keyless entry systems
Eligibility Technician
City and County of Denver Human Resources
Denver, US
07.2022 - 10.2023
- Conducted client interviews to assess and verify eligibility for public assistance programs, ensuring accurate support delivery
- Resolved complex customer inquiries by researching policies and navigating systems to provide timely and effective solutions
- Communicated policies clearly to diverse populations
- Used CBMS and Salesforce CRM to manage and track cases
Medical Review Officer Certification Council
I3Screen
Denver, US
05.2021 - 07.2022
- Verified prescription information with pharmacies to ensure accuracy and regulatory compliance
- Managed confidential records and facilitated sensitive customer interactions with professionalism
- Directed incoming calls to appropriate departments, streamlining customer support and administrative processes
Education
High School -
Denver East High School
Denver, CO, US05-2014
Computer User Support Program -
ACI Learning Tech Academy
Denver, CO, US01-2024
Skills
- Traffic Incident Management
- Technical Troubleshooting
- Incident Assessment
- Crisis Management
- Operational Efficiency
- Process Improvement
- CRM Systems (Salesforce)
- Data accuracy
- Microsoft Office & Spreadsheets
- Time management
- Team collaboration
- Adaptability and Flexibility
- De-escalation Skills
- Computer Proficiency
- De-escalation Skills
Timeline
Traffic Management Operator
WSP
05.2026 - Current
Customer Service Representative
WSP
03.2026 - Current
Parking Clerk
Metropolis
01.2025 - 02.2026
Customer Support Specialist
Procare Software
04.2024 - 09.2024
Eligibility Technician
City and County of Denver Human Resources
07.2022 - 10.2023
Medical Review Officer Certification Council
I3Screen
05.2021 - 07.2022
High School -
Denver East High School
Computer User Support Program -
ACI Learning Tech Academy