Isatu Sesay
SIERRA VISTA,AZ
Summary
Dedicated Multifaceted Communications Specialist dedicated to helping clients communicate both internally and externally; with demonstrated strengths in customer service. Maintains open communications with associates and management to increase collaboration and eliminate operational gaps. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
7
7
years of professional experience
Work History
National Call Center Communications Specialist
Purple Heart Services
Annandale, VA
02.2009 - 03.2010
- Managed the Flow of Telephone Calls, Identify Caller's Issues, and Provide Appropriate Responses
- Interacted With Customers to Provide Confidential and Time-Sensitive Information
- Responded to Incoming Telephone Calls from Citizens, Veterans, Veterans Family Members and Employees
- Prepared Well-Defined Case Notes On Calls
- Served As Mentor and Aids In Training Entry-Level Representatives On Call Center Procedures and Other Job Requirements
- Used Tact and Diplomacy, Even When the Caller was Uncooperative or Hostile
- Completed Record Updates and Activities In a Database
- Accessed Database Systems to Validate Caller has Met Security Procedures
- Researched and Responded to Inquiries Based on Knowledge Base Scripts, Standard Operating Systems, Business Processes, and Job Aids
- Explained Process of Filing Claims for Benefits, Eligibility Requirements, Waivers, and Forms to Customers
- Explained the Application of Regulatory Provisions and the Basis (Laws, Policies and Regulations) for Determinations In Individual Cases
- Researched Public Law and Codes and Applied Such to Procedures, Practices, Regulations and Policies
- Assessed Daily Workload and Prioritize Accordingly to Meet Competing Demands Timely
- Worked Collaboratively With Peers to Meet the Needs, Goals and Mission of the Organization
- Received and Responded to a High Number of Customer Inquiry Calls On a Daily Basis.
Temporary Worker - Backhoe Quality Control, Shipping Coordinator, Production Worker, Data Entry
Manpower
Savannah, GA
02.2007 - 03.2008
- Trouble shot Backhoes for defects and to ensure excellence after assembly and reassembly
- Completed overseas shipping manifest
- Filed correspondence/records/reports
- Processed information Human Resources Coordinator
- Served As Mentor and Aids In Training Entry-Level Representatives On Call Center Procedures and Other Job Requirements
- Completed Record Updates and Activities In a Database.
Intelligence & Information Analyst
United States Army
Fort Stewart, GA
08.2004 - 01.2007
- Processed, verified, and maintained personnel-related documentation, including staffing, recruitment, training, classifications, and employee clearance documents
- Managed personnel data for Battalion of 1200 soldiers
- Educator and Trainer of military personnel in various job field programs
- Manager in ordering supplies and equipment
- Prepared Well-Defined Case Notes On Calls
- Completed Record Update and Activities In a Database
- Accessed Database Systems to Validate Caller has Met Security Procedures
- Worked Collaboratively With Peers to Meet the Needs, Goals and Mission of the Organization
- Followed Applicable Regulations and Instructions Regarding Access to Computerized Files, Release of Access Codes, Etc
- Performed In-Depth Research and Interpretation to Determine the Most Appropriate Action and Identify Alternatives In Resolving Issues
- Handled Emergency Calls Requiring the Ability to Remain Calm In Potentially Life-Threatening Situations
- Provided technical advice and guidance to the Human Resource Officer and 12 HR Specialists
- Operator in maintenance of High-Mobility Multipurpose Wheeled Vehicles (HMMWV) & Light Medium Tactical Vehicle (LMTV)
- Skill in analyzing problems, projecting consequences of proposed actions, identifying alternative solutions, assessing outcomes, and making recommendations for improvement.
Intelligence & Information Analyst
United States Army
Camp Humphreys, An-Jeong Ri, South Korea
08.2003 - 01.2004
- Translated Sensitive Korean Documents
- Analyzed Intelligence Information
- Lead security groups while maintaining accountability of weapons
- Monitored security systems and resolved security problems
- Scheduled Office Tasks: meetings, travel arrangements, analyzing charts, work orders, production schedules
- Proficiency in use of personal computers and computer software, including, word processing, spreadsheets, and e-mail applications, preferably Microsoft Office Word, Excel, and Outlook; standard accounting software, and conventional office equipment
- Demonstrated experience handling multiple assignments, prioritizing work and meeting deadlines with attention to accuracy and detail
- Completed Record Update and Activities In a Database
- Demonstrated ability to learn, analyze and synthesize new information quickly and make decisions
- Ability to prepare and maintain accurate records and prepare reports related to the work
- Knowledge of administrative methods, office practices and procedures
- Worked Collaboratively With Peers to Meet the Needs, Goals and Mission of the Organization
- Skill in communicating effectively, both orally and in writing
- Strong interpersonal skills with ability to develop and sustain effective collaborative working relationships with a variety of persons of various socio-economic and ethnic compositions
- Knowledge, ability, and willingness to maintain personal health and protect the health and well-being of others through adherence to best practices designed to limit the community transmission of viruses and other communicable diseases
- Highly motivated, organized and productive in a dynamic office environment
- Ability to maintain confidentiality of personal information of clients and employees.
Education
Bachelor's Degree - Public Health
American Military University
09.2018
Associate's Degree - General Education
Tallahassee Community College
08.2012
Skills
- Intelligence operations
- Customer service
- Problem-solving
- Teamwork
- Project management
- Customer complaint resolution
- Written communication
- Oral communication
- Telephone etiquette
- Listening skills
- Attention to detail
- Microsoft Office Suite
- Internet
- Policies and procedures
- Word processing
- Database management
- Presentation software
- Spreadsheet software
- Office equipment operation
- Diversity awareness
- Composure in difficult situations
- Organization
- Prioritization
- Independent work
- Problem analysis
- Decision-making
- Relationship building
- Data management
- Office procedures
- Working under pressure
- Supervision
- Deadline management
- Compliance
- Tactful communication
Additional Information
Veteran Administration Disabilities and Physical Therapy Mar. 2010 – Nov. 2012, Traveling and Living Off-Grid Nov. 2012 – 2021
Awards And Medals
- Served Honorably in the United States Army Apr. 2002 – Jan. 2007
- Operation Iraqi Freedom, Tour in Iraq Jan. 2005 – Jan. 2006
- CLS - Combat Lifesaver Certificate Jan. 2005 – Jan. 2006
- Global War on Terrorism Service Medal Jan. 2006
- Korea Defense Service Medal Aug. 2004
- Iraq Campaign Medal Jan. 2006
- National Defense Service Medal Aug. 2002
- Army Service Ribbon Aug. 2002
Job Related Training
Intelligence Analyst Training - June 2003 – Aug. 2003
Timeline
National Call Center Communications Specialist
Purple Heart Services
02.2009 - 03.2010
Temporary Worker - Backhoe Quality Control, Shipping Coordinator, Production Worker, Data Entry
Manpower
02.2007 - 03.2008
Intelligence & Information Analyst
United States Army
08.2004 - 01.2007
Intelligence & Information Analyst
United States Army
08.2003 - 01.2004
Bachelor's Degree - Public Health
American Military University
Associate's Degree - General Education
Tallahassee Community College
Similar Profiles
Darcy HernandezDarcy Hernandez
Janitorial Helper at Purple Heart Services FoundationJanitorial Helper at Purple Heart Services Foundation
Shemmar JonesShemmar Jones
Truck-driver at Purple Heart Services FoundationTruck-driver at Purple Heart Services Foundation
Janet BilandzijaJanet Bilandzija
Production Worker at Purple Heart Desert Thrift StoreProduction Worker at Purple Heart Desert Thrift Store