JEANNITA F. MCKNIGHT
Smyrna,GA
Summary
Dynamic and detail-oriented customer-focused professional with extensive experience in high-touch client relations, and problem resolution across diverse communication channels, including inbound and outbound calls, emails, and in-person interactions. Proven ability to manage sensitive personal information, anticipate complex client needs, provide effective scheduling coordination, and ensure precise data entry. Maintains meticulous records, while delivering exceptional service in fast-paced, high-volume environments. Recognized for reliability, confidentiality, and an unwavering commitment to service excellence, contributing to enhanced client satisfaction and loyalty.
Overview
23
23
years of professional experience
Work History
Emergency Management Specialist / Program Analyst
Federal Emergency Management Agency
Atlanta, GA
01.2020 - Current
- Conduct thorough collection and review of grant information to ensure accuracy and completeness.
- Execute preparation and validation of notification packages for public assistance projects exceeding $1 million.
- Coordinate and route notifications through the Office of Chief Financial Officer (OCFO), the Department of Homeland Security (DHS), and the Office of Management and Budget (OMB) prior to submission to Congress
- Monitor project status, deadlines, and stakeholders input to meet required timeframes
Reservist
Federal Emergency Management Agency
Atlanta, GA
06.2019 - 12.2019
- Registered survivors on-site and remotely, provided guidance on the disaster assistance process, and provided an overview of the assistance available
- Provided accessible, case-specific information and referrals to ensure the survivor's needs were met effectively
- Collaborated with public health officials to address potential disease outbreaks in a timely manner.
Manager, Classified Employment and Employee Relations
Buffalo State College
Buffalo, NY
09.2015 - 11.2016
- Provided professional client support to approximately 1,800 employees including management, through daily phone, email, and in-person communication
- Resolved employee issues, grievances, and escalations independently while ensuring compliance with collective bargaining agreements and regulations
- Managed confidential personnel information with discretion, integrity, and strict attention to detail
- Coordinated complex processes involving multiple stakeholders, deadlines, and policy requirements
- Developed and delivered training programs to improve service delivery, compliance, and communication effectiveness
- Served as acting department lead in the absence of senior leadership, managing priorities and workflow
Manager, Employee Benefits
Buffalo State College
Buffalo, NY
07.2007 - 08.2015
- Administered and supported the employee benefits programs for approximately 1,800 employees, ensuring accuracy, compliance, and timely resolution of inquiries
- Delivered high-touch client service through phone, email, orientations, group presentations, and one-on-one consultations
- Anticipated employee needs and provided proactive guidance regarding benefits, retirements, leaves, and life events
- Supervised and coached benefits staff to meet service level expectations and maintain quality standards
- Coordinated with external vendors, benefit providers, and internal teams and leadership to deliver HR programs and workshops
- Maintained detailed records and ensured data integrity across multiple systems
Licensed Real Estate Associate
Hunt Real Estate
Buffalo, NY
07.2003 - 05.2013
- Delivered personalized high-level client service throughout the buying and selling process of residential and commercial property
- Performed comparative market analysis’ to estimate property values
- Communicated professionally via phone, email, and written documentation to guide clients through time-sensitive decisions
- Anticipated client needs and proactively addressed questions or concerns to ensure positive client experiences
- Managed sensitive personal and financial information with discretion and integrity
- Communicated professionally via phone, email, and written documentation
- Resolved client issues quickly and independently while maintaining quality service
- Maintained meticulous attention to detail in contracts, timelines, and compliance requirements
Education
Bachelor of Science - Business Administration / Concentration in HR
State University of New York (SUNY) At Buffalo
Buffalo, NYSkills
- Commitment to excellence and world-class client service
- Confidentiality compliance expertise and commitment to ethical standards
- Strong verbal and written communication skills
- Remote Work Readiness
- Detail-oriented and effective time management
- Ability to quickly build rapport and trust
- Proficient telephone and email patient / client servicing
- Data Entry, Call Documentation and Record Maintenance
- Problem solving and resolution management
- Ambitious, dependable, and results-driven
- Appointment Scheduling Coordination
Timeline
Emergency Management Specialist / Program Analyst
Federal Emergency Management Agency
01.2020 - Current
Reservist
Federal Emergency Management Agency
06.2019 - 12.2019
Manager, Classified Employment and Employee Relations
Buffalo State College
09.2015 - 11.2016
Manager, Employee Benefits
Buffalo State College
07.2007 - 08.2015
Licensed Real Estate Associate
Hunt Real Estate
07.2003 - 05.2013
Bachelor of Science - Business Administration / Concentration in HR
State University of New York (SUNY) At Buffalo