JAMILA WOODS
WEST BABYLON,NY
Summary
Results-driven and highly qualified professional with proven track record of exceeding client expectations. Recognized for providing outstanding customer service which ultimately lead to a positive outcome for both the facility and clients. Notably skilled and experienced at analytical thinking, increasing efficiency, productivity, and revenue. Expert in leading collaborative, task-oriented processes to increase overall organizational performances and customer satisfaction.
Overview
9
9
years of professional experience
Work History
BENEFITS OPPORTUNITY SPECIALIST
Department Of Social Services
06.2023 - Current
- Assessing clients’ eligibility for benefits
- Computes/determines amount of financial assistance for Public Assistance/Snap/and/or Medicaid by renewing/obtaining/verifying
- Conducting interviews to gather information
- Developing individualized service plans and monitoring progress towards self-sufficiency goals
- Financial support/summarizing and forwarding information to supervisory staff or appropriate case designation/directing and referring participant to office of child support
- Links participant to childcare, substance abuse, medical and other services
- Notifies all applicants/participants of his/her right to conference and /or conciliation on negative case actions/application.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Developed strong client relationships through consistent communication and attentive service.
- Managed intake of client's in person and on phone.
- Interpreted clients' needs and introduced services to fit specific requirements
EMT / DISPATCHER
FDNY
02.2018 - 05.2023
- Responds to incidents requiring firefighting, patient care, rescue, hazardous material response
- Performs necessary patient care and/or rescue work in accordance with established protocols for Basic and enhanced Basic Life Support; Administers necessary emergency medical care
- Maintain accurate documentation in electronic medical record (EMR) for over 50,000 patients
- Inspects assigned emergency response apparatus and equipment for efficient operating condition
- Attained 100% success in all customer service categories including communication, interpersonal skills, problem-solving, and friendliness.
MAIL HANDLER
USPS
08.2022 - 02.2023
- Greet and interact with customers, offer assistance with products, sales and promotions, and provide good customer experience
- Operate machinery and carry mail to distribution area
- Separate outgoing bulk mail and load onto mail trucks for distribution
- Organizes mail according to address and location before it is provided to mail carrier
- Ensures that mail brought in by mail carriers is properly routed to destination
- Executed and developed methods to obtain post-production product feedback from supervisor.
CUSTOMER SERVICE REPRESENTATIVE
Burlington Store
11.2021 - 01.2023
- Guaranteed positive customer experiences and resolved all customer complaints
- Upheld quality control policies and procedures to increase customer satisfaction
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Maintained customer retention rate 30% above company average.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
HOUSEHOLD MANAGER
Self Employed Services
09.2015 - 03.2019
- Oversaw event planning, organizing, and coordination
- Arranging appointments for personal and professional needs
- Scheduling home maintenance and repair work, and supervising project
- Handling household bills, administrative duties running errands and performing necessary tasks
- Developed highly empathetic client relationships and earned reputation for exceeding goals
- Responded to over 50+ emails and phone calls regarding billing, account information, and general inquiries from customers.
- Established collaborative working relationship with family, fostering trust and open communication to better understand their preferences and expectations
- Anticipated household''s needs and proactively addressed them to minimize disruptions or inconveniences
ACCESSIBILITY CLERK
Board of Elections
08.2017 - 11.2017
- Guided voters to their correct district polling tables and helped disabled voters.
INTERN
Department of Probation
09.2015 - 12.2015
- Supported probation officers to connect probationers to services and counseled probationers.
- Gained valuable experience working within specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Participated in professional development opportunities to enhance skill set, contributing to overall intern growth and potential future employment prospects.
Education
Some College (No Degree) - Associate of Science
Kingsborough Community College of The City University of New York
Brooklyn, NYBACHELOR'S IN CRIMINAL JUSTICE -
Monroe College
Bronx, NY12.2015
Skills
- Proficient in Microsoft Office, PowerPoint, Excel, Windows, Outlook, Internet research, and Google Suite
- Proficient in all general office skills; Data entry, email, faxing/filing, and operating systems
- Exceeded day-to-day goals by 100% by providing proactive and effective customer service
- Drove Quality Assurance (QA) from average of 65% to 90%
- Demonstrated professional etiquette and manners, improving positive feedback and 5-star ratings by 80%
Qualificationskills
- CRM Platforms & Live Chat Software
- Collaboration & Relationship Building
- Troubleshooting & Computer Literacy
- Digital Communication & Critical Thinking
- Detail-Oriented & Exceptional Work Ethic
- Excellent Verbal and Written Communication
- Accurate Data Entry & Database Management
- Systematic Research & Resource Management
- Innovative Marketing & Negotiation Competency
- Strong Time Management & Organizational Skills
- Emotional intelligence & Customer Service Expert
- Conflict Resolution Proficiency & Cross Functional Leadership
Timeline
BENEFITS OPPORTUNITY SPECIALIST
Department Of Social Services
06.2023 - Current
MAIL HANDLER
USPS
08.2022 - 02.2023
CUSTOMER SERVICE REPRESENTATIVE
Burlington Store
11.2021 - 01.2023
EMT / DISPATCHER
FDNY
02.2018 - 05.2023
ACCESSIBILITY CLERK
Board of Elections
08.2017 - 11.2017
HOUSEHOLD MANAGER
Self Employed Services
09.2015 - 03.2019
INTERN
Department of Probation
09.2015 - 12.2015
Some College (No Degree) - Associate of Science
Kingsborough Community College of The City University of New York
BACHELOR'S IN CRIMINAL JUSTICE -
Monroe College