Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ivonna Heath-Ajede

Auburn,AL

Summary

A strong background in customer service, quality control, and gift accounting. Adept at maintaining detailed records, conducting audits, and ensuring compliance with industry regulations. Proficient in Microsoft Office and skilled in problem-solving and business planning.

Overview

2
2
years of professional experience
4
4
years of post-secondary education

Work History

Claim Care Specialist

AFICS
2 2023 - 5 2024
  • Assist policyholders in initiating claims by collecting necessary information and documentation
  • Foster customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Quality Control Specialist

CSL Plasma
05.2022 - 02.2023
  • Conduct monthly quality team meetings to inform, promote, assess, and identify opportunities for continuous process improvement in quality, safety, and training implementation
  • Conduct and lead internal audits to monitor facility compliance with CSL procedures and policies, cGMP, OHSA, FDA, and other relevant regulations
  • Maintain and review Plasma center personnel training documents to ensure compliance with CSL procedures, SOPs, CLIA/COLA, and other applicable requirements.
  • Inspected finished goods to verify conformance with customer specifications and company quality standards.


Customer Retention Specialist

Sutherland Global Solutions
4 2022 - 5 2022
  • Develop retention strategies based on customer feedback to enhance customer satisfaction and loyalty
  • Negotiate with customers regarding contract renewals and other services to ensure continued engagement and satisfaction
  • Contributed to company growth by upselling additional products and services during support interactions.

Gift Accounting Specialist

Robert Half
08.2021 - 02.2022
  • Entered, verified, and edited data daily using Microsoft Word and Excel
  • Ensured data accuracy by meticulously comparing source documents with entries in Raiser's Edge database
  • Updated donor records within Raiser's Edge system to maintain accuracy and integrity
  • Provided excellent customer service when addressing inquiries from internal and external stakeholders, ensuring their needs were met in a timely manner.

Department of Finance Property Tax Specialist

Stratford Solution
01.2021 - 06.2021
  • Resolve property tax issues for customers daily by researching and analyzing property tax information
  • Clarify property tax billing, payment processes, exemptions, and abatements to customers.
  • Identified potential reasons for higher property tax appraisals and performed research to determine validity.
  • Educated clients about available exemptions and abatements they may qualify for, helping them minimize their overall tax burden.

311 Call Representative

Stratford Solution
01.2021 - 02.2021
  • Serve as the primary point of contact for all non-emergency services through telephone and interactive computer systems
  • Receive, log, and process complaints and service requests from the public
  • Forward complaints and service requests to the appropriate departments for further action.
  • Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.

Education

Bachelor of Science - Business Administration, Entrepreneurship

York College of The City University of New York
Jamaica, NY
01.2018 - 06.2022

Skills

    Microsoft Office (Word, PowerPoint, Excel, etc)

    Business Planning and development

    Problem-Solving

    Active listening skills

    Customer Service

    Teamwork and Collaboration

    Quality Control

    Claims Processing

    Records Maintenance

Timeline

Quality Control Specialist

CSL Plasma
05.2022 - 02.2023

Gift Accounting Specialist

Robert Half
08.2021 - 02.2022

Department of Finance Property Tax Specialist

Stratford Solution
01.2021 - 06.2021

311 Call Representative

Stratford Solution
01.2021 - 02.2021

Bachelor of Science - Business Administration, Entrepreneurship

York College of The City University of New York
01.2018 - 06.2022

Claim Care Specialist

AFICS
2 2023 - 5 2024

Customer Retention Specialist

Sutherland Global Solutions
4 2022 - 5 2022
Ivonna Heath-Ajede