Summary
Overview
Work History
Education
Skills
Certification
Languages
Languages
References
Timeline
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Farah Dorcely

Cherry Hill,NJ

Summary

Experienced and results-driven professional with over 20 years of expertise spanning education, customer service, and project management. Skilled in advocacy, community engagement, conflict resolution, and program development, with a proven ability to drive impactful initiatives that foster equitable opportunities for underserved populations. Adept in data analysis, process improvement, and strategic planning, leveraging technical proficiency in Microsoft Office Suite, CRM systems, and R-programming to inform decision-making and optimize organizational outcomes. Recognized for strong leadership, problem-solving, and relationship-building skills, with a commitment to fostering collaboration and driving innovation. Currently pursuing an MBA in Strategic Leadership (expected 2025) to further enhance leadership capabilities and organizational impact.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Support Specialist-Provisional

Con Edison, Inc
New York, NY
08.2022 - 02.2024
  • Assisted a diverse customer base across New York City with account inquiries, updates, and setup, ensuring accurate and timely resolution to account-related issues
  • Processed payments via multiple platforms, established payment plans for customers facing financial hardships, and educated customers about available assistance programs to maintain service continuity
  • Proactively resolved escalated customer complaints related to billing, service disruptions, and outstanding balances, achieving a 95% customer satisfaction rate
  • Provided detailed explanations of billing statements, clarified discrepancies, and resolved complex billing issues through collaboration with the billing department
  • Communicated outage information to customers, including restoration timelines and safety recommendations, during service interruptions to maintain trust and transparency
  • Counseled customers with delinquent accounts on debt repayment strategies, negotiated payment arrangements, and promoted financial assistance programs for long-term debt resolution
  • Delivered guidance on energy conservation and usage monitoring, assisting customers in reducing energy costs through company-sponsored efficiency programs
  • Captured customer feedback on service performance and shared actionable insights with management, contributing to continuous improvements in service delivery
  • Partnered with technical, billing, and collections teams to resolve multifaceted customer issues, ensuring a seamless and effective resolution process
  • Maintained accurate records of all customer interactions, including issue resolution steps, follow-ups, and feedback, ensuring compliance with company policies and industry standards

Senior- Personal Injury Protection Claims Examiner

Geico
New Jersey, NJ
08.2021 - 08.2022
  • Investigated medical necessity and liability claims, reviewing insured materials, pleadings, and supporting documentation to assess coverage and validity
  • Identified and assessed complex coverage issues, drafted coverage position letters, and collaborated with coverage counsel as necessary to ensure compliance and clarity
  • Developed and implemented comprehensive strategies to address liability and damages, aligning with the overall resolution goals of each case
  • Maintained consistent communication with claim staff, underwriters, defense counsel, brokers, and insured parties to streamline case progress and resolve issues efficiently
  • Managed medical care for clients, coordinating with adjusters and medical providers, and ensuring proper documentation of treatments and damages sustained
  • Explained claims processes, procedures, and required forms to clients, ensuring transparency and understanding throughout the claims process
  • Organized and maintained detailed case files, ensuring adherence to jurisdictional statutes, rules, and case law to uphold compliance
  • Conducted thorough reviews of litigation materials, including depositions, expert reports, and other evidence, to assess liability and damages
  • Directed risk transfer analysis, additional insured issues, and contractual indemnity matters, collaborating with counsel and defense teams when necessary
  • Prepared and presented detailed written and oral reports to senior management, analyzing coverage, liability, and damages, to recommend appropriate reserves
  • Negotiated claims resolutions, attended mediations, trials, and other legal proceedings to represent the company's interests, and achieve favorable outcomes
  • Reviewed and evaluated defense counsel invoices for reasonableness, and ensured timely processing of associated payments
  • Maintained and monitored a diary of claims, posting reserves promptly, and responding to inquiries from insured parties, counsel, brokers, and senior management
  • Ensured compliance with company policies and industry regulations while consistently achieving a high standard of accuracy and efficiency in claims resolution

Family Worker

New York City Department of Education
New York, NY
09.2018 - 04.2020
  • Designed and implemented extracurricular programs for students in temporary housing, resulting in a 25% increase in participation and engagement
  • Acted as a liaison between families, schools, and community agencies, ensuring that students received comprehensive support services to address academic and social challenges
  • Conducted bilingual workshops for families, focusing on accessing public services, understanding education policies, and building advocacy skills
  • Provided individualized support for families, connecting them to housing, health, and employment resources, to remove barriers to student success
  • Coordinated with school-based staff and city agencies to streamline services, enhancing access to educational and social resources for underserved populations
  • Supported student transitions by managing intakes, discharges, and case conferences, ensuring smooth integration into new academic and social environments
  • Maintained accurate records of family interactions and resource allocations to track progress and compliance with program goals
  • Advocated for families' needs in school and community settings, ensuring equitable access to services and opportunities for students
  • Interviewed clients individually and in groups to assess situations, capabilities and problems

Family Associate

Catholic Charities of Brooklyn and Queens
New York, NY
05.2017 - 08.2017
  • Delivered professional intervention and support to families, addressing issues of child abuse and neglect with sensitivity and discretion
  • Collaborated with case planners, supervisors, and interdisciplinary teams to design and implement holistic service plans tailored to each family's unique needs
  • Managed a caseload of up to 40 families, ensuring timely and effective delivery of services, while maintaining compliance with organizational standards
  • Advocated for families by connecting them with vital community resources, such as housing assistance, healthcare, education, and legal services, to foster stability and growth
  • Ensured audit readiness by maintaining detailed, accurate, and up-to-date case records, tracking progress, and documenting interventions and outcomes
  • Facilitated crisis management and de-escalation techniques, ensuring the safety and well-being of children and families in high-risk situations
  • Conducted regular follow-ups and home visits to assess progress, provide additional support, and adjust plans as necessary to meet evolving needs
  • Conducted home visits to assess the safety of children and their environment
  • Developed individualized service plans for each family member
  • Facilitated weekly family meetings to discuss progress, challenges and solutions

Client Services Supervisor

Strategic Financial Solutions
New York, NY
11.2014 - 10.2015
  • Led cross-functional teams to streamline client onboarding and debt assistance processes, reducing case resolution time by 20%, and improving client satisfaction
  • Managed client portfolios, providing tailored debt relief plans, and ensuring compliance with state and federal regulations
  • Conducted thorough financial risk assessments to identify optimal debt resolution strategies, resulting in increased client success rates
  • Directed the implementation of a new CRM system, enhancing data accuracy, tracking, and communication across client service, legal, and financial teams
  • Facilitated team training sessions to strengthen knowledge of debt assistance programs, improve client communication, and foster collaboration
  • Served as the primary point of contact for clients, resolving escalations, and maintaining trust throughout the debt resolution process
  • Partnered with external stakeholders, including creditors, attorneys, and financial advisors, to negotiate favorable settlements for clients
  • Supported senior leadership in business development initiatives, focusing on expanding client referral networks, and maintaining client retention
  • Developed personalized debt management strategies, educating clients on financial literacy, and empowering them to achieve financial freedom
  • Represented the organization at financial education workshops and community events, enhancing brand reputation and client engagement

Family Support Worker

New York City Department of Education
New York, NY
12.2012 - 10.2014
  • Supported the special education population by connecting students and families to resources tailored to individual needs, ensuring compliance with Individualized Education Programs (IEPs)
  • Effectively communicated with parents and students to address concerns, provide updates, and ensure transparency in the education process
  • Trained staff, teachers, and administrators in the use of the Special Education Student Information System (SESIS), ensuring accurate input and management of all student data related to IEPs
  • Acted as the point person for troubleshooting and resolving issues within SESIS, maintaining seamless functionality and data integrity
  • Entered and managed student data in SESIS and CAP systems, ensuring real-time tracking and compliance with educational standards, and reporting requirements
  • Conducted administrative tasks, including the preparation of documentation, case management reports, and coordination of services to support the school's Special Education team
  • Organized and facilitated workshops for families to help them understand educational policies, and navigate available resources effectively
  • Participated in team meetings with social workers, therapists, and probation officers
  • Worked closely with schools to ensure that students had necessary accommodations in place

Liability Claims Representative

Geico
New York, NY
04.2010 - 12.2012
  • Investigated accident facts, analyzed liability, and made informed decisions on claim payments, ensuring compliance with company policies and state regulations
  • Utilized advanced internal claims systems to accurately record, track, and monitor insurance claims, improving efficiency, and reducing errors
  • Conducted comprehensive reviews of documentation, including police reports, and witness statements, to support liability determinations and settlement recommendations
  • Provided mentorship and training to newly hired associates, equipping them with the skills and knowledge needed to effectively manage claims, and deliver exceptional service
  • Streamlined claims processes by identifying areas for improvement, contributing to a 15% reduction in case resolution time
  • Delivered superior customer service by communicating claim decisions clearly, and resolving disputes in a timely manner
  • Interviewed claimants, witnesses, medical providers and attorneys to obtain relevant information regarding claims
  • Monitored claim activity to identify potential fraud or abuse of the system
  • Provided customer service support by responding promptly to inquiries from claimants or their representatives

Enrollment Counselor (Medicaid Health Plans)

Maximus- New York Medicaid Choice
New York, NY
06.2007 - 03.2010
  • Addressed Medicaid-related inquiries, resolving concerns, and guiding consumers through the enrollment process with exceptional service
  • Educated consumers on available health plan options, benefits, and eligibility requirements, ensuring informed decision-making, and seamless enrollment experiences
  • Assisted with troubleshooting technical and administrative issues, minimizing disruptions to the enrollment process, and maintaining a high resolution rate
  • Researched and verified patient eligibility for various programs and insurance coverage, ensuring accurate enrollment and compliance with program guidelines
  • Registered and interviewed patients to obtain complete demographic and financial information, maintaining precise and thorough records
  • Ensured compliance with relevant regulations and organizational policies while supporting Medicaid enrollment initiatives
  • Stayed informed about changes in healthcare regulations and insurance trends to provide accurate and up-to-date information to consumers and stakeholders
  • Participated in a high-impact special project to implement and develop SESIS (Special Education Student Information System) for the NYC Department of Education, transforming how Individualized Education Programs (IEPs) were documented and managed
  • Trained educators, administrators, and staff on the SESIS platform, facilitating seamless adoption and proper utilization across schools
  • Provided ongoing support and feedback during the SESIS rollout, contributing to the successful integration of this innovative software within NYC public schools
  • Developed and tested processes to enhance the SESIS platform's efficiency, improving compliance and student support outcomes

Parent Coordinator

New York City Department of Education
New York, NY
10.2015
  • Collaborated with the School Leadership Team to develop and implement Comprehensive Education Plans (CEPs), achieving key goals such as increasing reading achievement by 3%, parent engagement by 4%, and daily attendance by 4%
  • Facilitated training programs for families from low-income communities, and those with English as a second language, offering computer literacy, resume building, job readiness workshops, and assistance with GED enrollment and immigration filing processes
  • Actively participated in attendance team meetings, devising strategies to reduce chronic absenteeism by 10%, and ensuring equitable access to education resources for students
  • Organized and led parent workshops to develop advocacy skills, empowering families to navigate local and state education policies, and support their children effectively
  • Conducted outreach to local businesses and community-based organizations, forming partnerships to promote school programs and services
  • Served as the primary liaison between families, school staff, and external agencies to resolve concerns, and ensure the delivery of critical services
  • Maintained compliance with local and state education policies by staying up-to-date with regulations, and ensuring alignment with school goals and family engagement initiatives
  • I represented the school at community events and citywide workshops, advocating for family-centered education policies, and fostering awareness of school programs
  • Conducted workshops for parents on topics such as learning strategies, discipline and communication
  • Facilitated meetings with teachers, administrators, counselors, social workers and other professionals to discuss student issues
  • Created surveys for collecting data related to parental involvement in the school community
  • Participated in district-wide committees focused on increasing parental involvement
  • Managed budgets related to parent involvement activities and initiatives

Education

MBA - Strategic Leadership

Rutgers University
New Jersey
12.2025

Bachelor of Arts - Sociology

School of Professional Studies CUNY
New York
05.2024

Associate of Arts - Psychology

Queensborough Community College CUNY
New York
08.2021

Skills

  • Time management
  • Team collaboration
  • Advocacy and family support
  • Data and case management
  • Conflict resolution and negotiation
  • Critical thinking and problem-solving
  • Project Management
  • Customer Relationship Management (CRM)
  • Relationship building
  • Technical proficiency in the Microsoft Office Suite
  • Multitasking and organization
  • Insurance claims and fraud investigation
  • Adaptability and flexibility
  • Decision-making
  • Issue troubleshooting
  • Customer service excellence
  • Problem solving
  • Team leadership
  • Technical support

Certification

  • Data Analytics
  • Project Management

Languages

  • English, Native/ Bilingual
  • French, Professional

Languages

English
Native/ Bilingual
French
Professional

References

References available upon request.

Timeline

Customer Support Specialist-Provisional

Con Edison, Inc
08.2022 - 02.2024

Senior- Personal Injury Protection Claims Examiner

Geico
08.2021 - 08.2022

Family Worker

New York City Department of Education
09.2018 - 04.2020

Family Associate

Catholic Charities of Brooklyn and Queens
05.2017 - 08.2017

Parent Coordinator

New York City Department of Education
10.2015

Client Services Supervisor

Strategic Financial Solutions
11.2014 - 10.2015

Family Support Worker

New York City Department of Education
12.2012 - 10.2014

Liability Claims Representative

Geico
04.2010 - 12.2012

Enrollment Counselor (Medicaid Health Plans)

Maximus- New York Medicaid Choice
06.2007 - 03.2010

MBA - Strategic Leadership

Rutgers University

Bachelor of Arts - Sociology

School of Professional Studies CUNY

Associate of Arts - Psychology

Queensborough Community College CUNY

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Farah Dorcely