Jatoya Vanliew
Queens,NY
Summary
As a professional with extensive experience in customer service, operational management, and financial services, my adaptability and dedication to excellence have been the cornerstones of my career. My core strengths include:
- Customer Service & Operational Management: Proven ability in delivering quality service and managing complex operations effectively.
- Communication & Microsoft Office: Competent in handling high-volume interactions and skilled in Microsoft Office applications.
- Problem-Solving & Time Management: Demonstrated ability to resolve issues efficiently and manage time effectively, ensuring productivity in fast-paced environments. With these skills, I consistently contribute to team success and drive positive client interactions.
Overview
19
19
years of professional experience
Work History
Associate Customer Service Specialist I
Metropolitan Transportation Authority
New York, NY
04.2024 - Current
- Supervise and coach the Customer Service Agents to assure customer calls are handled promptly, accurately, and with courtesy.
- Handle escalated calls, finding resolutions that satisfied many customer's needs. Average of 300 escalated calls per month.
- Work with the Correspondence Unit, Department of Buses, Rail Control Center, Reduced Fare, MetroCard Claims and other departments within New York City Transit to ensure that customer queries, comments and concerns are resolved in a timely manner
- Assist employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapt quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers
- Monitor and update weekly assignment sheet for the call center and identifying where overtime is needed
Associate Patient Access Representative
Northwell Health
Manhasset, NY
07.2022 - 03.2024
- Skillfully managed patient admission processes, including pre-registration and registration, ensuring accuracy in demographic and insurance data entry
- Enhanced patient admission experience by efficiently processing medical and financial documents
- Facilitates insurance verification, bridging communication between patients and insurance providers for comprehensive coverage
Ground and Airport Operations Coordinator
JetBlue Airways
Jamaica, NY
11.2005 - 09.2020
- Ensured accurate baggage handling and routing as part of ground operations, significantly reducing mishandling incidents
- Coordinated deicing procedures, contributing to safety and adherence to flight schedules in adverse weather conditions
- Managed customer check-in, future ticketing, and gate operations, upholding high standards of customer service
- Facilitated boarding processes and addressed special needs requests, ensuring a smooth and personalized passenger experience
- Oversaw team logistics, enhancing operational efficiency and maintaining high staff productivity
Credit Repair Specialist
Credit Glory
New York, NY
04.2016 - 05.2020
- Demonstrated exceptional dual-communication skills by balancing high-volume calls with interactive online chat support, providing seamless and comprehensive customer service
- Expertly guided clients through comprehensive credit analysis and tailored credit repair strategies, significantly improving their financial health. Average of 250 credit analysis reviewed per month.
- As a Sales Representative, consistently met and exceeded sales KPIs by effectively identifying client needs and proposing suitable credit repair solutions, contributing to the company's revenue growth
- Fostered long-term client relationships, built on trust and credibility, leading to high retention rates and client referrals
- Conducted detailed monthly reviews of client accounts, ensuring ongoing satisfaction and progress in their credit repair journey
Education
Bachelors of Professional Studies - Business Management
Five Towns College
Dix Hills, NY08.2005
Skills
- Customer Service
- Operational Management
- Microsoft Office
- Cassie
- Genesys
- Problem-Solving
- Time Management
Summary - Professional Summary
As a professional with extensive experience in customer service, operational management, and financial services, my adaptability and dedication to excellence have been the cornerstones of my career. My core strengths include: Customer Service & Operational Management: Proven ability in delivering quality service and managing complex operations effectively. Communication & Microsoft Office: Competent in handling high-volume interactions and skilled in Microsoft Office applications. Problem-Solving & Time Management: Demonstrated ability to resolve issues efficiently and manage time effectively, ensuring productivity in fast-paced environments. With these skills, I consistently contribute to team success and drive positive client interactions.
Timeline
Associate Customer Service Specialist I
Metropolitan Transportation Authority
04.2024 - Current
Associate Patient Access Representative
Northwell Health
07.2022 - 03.2024
Credit Repair Specialist
Credit Glory
04.2016 - 05.2020
Ground and Airport Operations Coordinator
JetBlue Airways
11.2005 - 09.2020
Bachelors of Professional Studies - Business Management
Five Towns College
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