Evvonya Joyce
Melbourne,FL
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level information technology position. Ready to help team achieve company goals.
Overview
16
16
years of professional experience
Work History
Network Development Specialist
American Auto Shield
07.2023 - Current
- Offered specific training programs to help workers maintain or improve job skills.
- Completed projects in alignment with target deadlines and financial objectives.
- Obtained, organized and developed training procedure manuals, guides and course materials.
- Identified training needs and developed content while evaluating existing programs.
- Processed contributions and sent out acknowledgments.
- Skilled at working independently and collaboratively in team environment
- Proven ability to learn quickly and adapt to new situations
- Worked well in team setting, providing support and guidance
- Worked effectively in fast-paced environments
- Organized and detail-oriented with a strong work ethic
- Paid attention to detail while completing assignments
Quality Analyst
American Auto Shield
05.2022 - 07.2023
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Created and revised procedures, checklists and job aids to reduce errors.
- Addressed non-conformance issues, pausing production to correct errors.
- Participated in departmental meetings to establish short- and long-term strategy.
- Developed and maintained quality assurance procedure documentation.
- Defined and implemented quality initiatives to reduce risk.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Administered 100+ internal quality audits and assessed results to inform corrective action measures
Automotive Mechanical Claims Adjuster
American Auto Shield
04.2021 - 05.2022
- Examined claims forms and other records to determine insurance coverage.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Prepared summaries of damage, payments, and policy coverage.
- Researched and analyzed policy contracts to verify proper payment of claims.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Substantiated legitimate claims and denied unjustified claims.
- Organized, planned and documented materials for authorized claims.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Researched claims and incident information to deliver solutions and resolve problems.
- Analyzed information gathered by investigation and report findings and recommendations.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Directed and coordinated various investigations conducted by field investigation team.
Automotive Mechanical Claims Adjuster
Assurant
06.2018 - 04.2020
- Examined claims forms and other records to determine insurance coverage.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Prepared summaries of damage, payments, and policy coverage.
- Researched and analyzed policy contracts to verify proper payment of claims.
- Answered customer questions regarding deductibles.
- Documented all investigation activity and presented reports to management.
- Substantiated legitimate claims and denied unjustified claims.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Maintained claims data in Salesforce systems.
- Directed claims negotiations within allowable limit of $5,000 and supported successful litigations for advanced issues.
Automotive Assistant Manager
Sears Automotive Center
10.2016 - 03.2018
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Strengthened communication skills through regular interactions with others
- Organized and detail-oriented with a strong work ethic
- Cultivated interpersonal skills by building positive relationships with others
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Worked flexible hours across night, weekend and holiday shifts
- Identified issues, analyzed information and provided solutions to problems
Automotive Service Advisor
Sears Auto Center
02.2016 - 10.2016
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Answered questions and provided information about automotive repairs.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Suggested additional services to customers in order to meet upsell goals.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained awareness of vehicle market trends to assess customer demands and budgets.
- Implemented tracking systems to monitor parts inventory and transactions to reduce discrepancies.
- Analyzed vehicle data using advanced diagnostic equipment.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Investigated customer complaints to identify cause of malfunctions.
- Read and followed technical documentation to complete accurate repairs.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Explained estimates and determined repair timelines to manage customer expectations.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Coordinated with parts department to determine availability of necessary components.
Loss Prevention Associate
Sears Holding Inc
07.2014 - 02.2016
- Consulted with store managers on bases to perform loss investigations.
- Identified company resources, determined client risk factors and promoted solutions to establish solid client base.
- Built strong partnerships by gaining customer trust for implementation of viable loss control strategies.
- Completed loss control surveys for underwriting information and evaluation.
- Provided loss control reporting for prospects and clients.
- Established solid client base by identifying company resources, determining client risk factors and promoting solutions that alleviated risk potential.
- Increased company understanding of loss control strategies through on-site client training seminars and implementation of new programs.
- Developed and launched a loss-prevention program.
- Enhanced training processes for both clients and departments to increase overall functionality.
- Developed and launched on-site client training seminars to foster understanding and implementation of loss control strategies.
- Investigated and apprehended shoplifters and other potential criminals in store to increase protection and apply safety measures.
- Developed and implemented procedures to reduce risk of shoplifting and other loss prevention related issues.
- Monitored surveillance cameras and alarm systems to detect suspicious activity.
- Implemented and maintained loss prevention programs in close collaboration with store management.
- Educated store personnel and customers to apply best practices and comply with loss prevention policies and procedures.
- Utilized various hand and power tools to secure premises and increase protection.
Security Officer
Linxx Global Solutions, BAE Norfolk Shipyard
04.2012 - 09.2013
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Reported suspicious activities and persons to law enforcement.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Checked and verified photo identification prior to granting facility access.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Screened individuals and prevented passage of prohibited articles into restricted areas.
- Regulated vehicle and pedestrian traffic onto building grounds.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Monitored CCTV cameras and alarm systems for security breaches.
- Responded quickly to emergency situations to assess and deflect issues.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Examined doors, windows and gates to verify security.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Investigated suspicious activities and persons to maintain security of premises.
- Wrote detailed reports of all security breaches and investigations.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
- Issued access cards to authorized personnel to monitor access points.
- Conducted training sessions for new security personnel to facilitate compliance with security protocols.
Volunteer Coordinator Assistant
Center for Children, MD
06.2009 - 09.2009
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Used strong interpersonal communication skills to convey information to others.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Represented organization positively and professionally while providing community with much-needed services.
- Participated in volunteer orientations and training sessions to learn about organizational changes and mission updates.
- Provided administrative support to department leads to help organize events and fundraisers.
- Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks.
- Tutored at various competency levels to help people with reading, math and writing skills.
- Provided IT support by setting up and maintaining computers and other necessary technology.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Assessed community needs and identified resources for social and community service programs.
- Implemented strategies to increase public awareness of social and community service programs.
- Analyzed trends and data to inform decision-making and program development.
- Conducted outreach activities to engage local stakeholders in programs.
- Spearheaded fundraising efforts to support social and community service initiatives.
- Utilized grant writing skills to secure additional program funding.
- Managed volunteer programs focused on providing community services to underserved populations.
- Collaborated with community members to develop and implement service initiatives.
- Researched best practices and developed strategies to improve program outcomes.
- Developed and implemented training programs for staff.
- Managed and routed approximately 10 calls appropriately per day
Mediator/Outreach Specialist
CCCMC/AmeriCorps
12.2008 - 08.2009
- Formulated focused and individualized resolutions aimed to peacefully settle disputes
- Devised and implemented dispute resolution processes for companies, enabling fast resolution of disputes
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement
- Drafted detailed legal documentation and meeting notes to support case files and move towards comprehensive conflict resolution
- Prepared agreements and settlement documentation for each interested party to sign and complete
- Led interviews and collected evidence to support either side and achieve favorable resolutions
- Established professional lines of communication, supporting individual interests and achieving legal justice
- Conducted individual meetings between parties, utilizing empathetic listening skills and documenting relevant details
- Established calm environment for dispute settlement, utilizing conflict resolution techniques to reach agreements to contentious issues
- Trained arbitrators and mediators on dispute resolution and negotiation strategies to boost productivity
- Prepared written opinions or decisions regarding cases
Administration Assistant
02.2007 - 06.2007
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Executed record filing system to improve document organization and management
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Recorded expenses and maintained accounting records
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data
- Offered technical support and troubleshot issues to enhance office productivity
- Managed accounts payable and receivable to gain better sense of overall financial stability and liquidity
- Drafted agendas, recorded minutes and generated documents to facilitate meetings
- Composed inter-office correspondence and provided product and service information to customers
- Booked airfare, hotel, and ground transportation to coordinate office travel
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient
- Scheduled office meetings and client appointments for staff teams
- Developed strategies to streamline and improve office procedures
- Created and maintained databases to track and record customer data
- Processed customer orders accurately and within agreed timeframes to meet service standards
- Sorted and distributed office mail and recorded incoming shipments for corporate records
Education
No Degree - CompTIA
Clark University
Worcester, MA11.2023
Associate of Science - Criminal Justice, Psychology
Kaplan University
Dalton, OH02.2010
Skills
- Work Coordination
- Web-Based Reporting Tools
- Negotiation
- Technological Alignment
- Presentations and Decks
- Microsoft Office Suite
- Test Case Scenarios
- Administration and Management
- Training Manuals and Materials
- Individualized Instruction
- Client Retention
- Production Work
- Complex Problem-Solving
- Professional Relationships
- In-Depth Research
- Critical Thinking
- Advising Employers
- Business Operations
- Spreadsheet Management
- Instructional Techniques
- Standard Operating Procedures Understanding
- Business Needs Analysis
- Public Relations
- Innovative Training Approaches
- Incentive Initiatives
- Data Entry Software
- Support Networks
Timeline
Network Development Specialist
American Auto Shield
07.2023 - Current
Quality Analyst
American Auto Shield
05.2022 - 07.2023
Automotive Mechanical Claims Adjuster
American Auto Shield
04.2021 - 05.2022
Automotive Mechanical Claims Adjuster
Assurant
06.2018 - 04.2020
Automotive Assistant Manager
Sears Automotive Center
10.2016 - 03.2018
Automotive Service Advisor
Sears Auto Center
02.2016 - 10.2016
Loss Prevention Associate
Sears Holding Inc
07.2014 - 02.2016
Security Officer
Linxx Global Solutions, BAE Norfolk Shipyard
04.2012 - 09.2013
Volunteer Coordinator Assistant
Center for Children, MD
06.2009 - 09.2009
Mediator/Outreach Specialist
CCCMC/AmeriCorps
12.2008 - 08.2009
Administration Assistant
02.2007 - 06.2007
No Degree - CompTIA
Clark University
Associate of Science - Criminal Justice, Psychology
Kaplan University
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