Jermaine Hall-Clarke
Staten Island,NY
Summary
Customer-focused professional with expertise in conflict resolution and account administration. Managed escalations and fostered team collaboration to resolve complex customer issues efficiently. Experienced in project management and data analysis, delivering solutions that enhance customer satisfaction and operational efficiency.
Overview
13
13
years of professional experience
Work History
Account Administrator
MTA Bridges and Tunnels
New York, New York
04.2025 - Current
- Managed escalations from multiple channels, including MTA Headquarters, MTA Office of the President, MTA Law Department, MTA Public Affairs, Offices of Elected Officials, including the Governor's Office, the Attorney General and the District Attorney ensuring effective communication and resolution.
- Ensured effective communication and resolution of escalations from Cassie, Administrative Review Panel, and Toll Ops.
- Achieved and maintained a 95% on-time response rate within 14 calendar days for all executive correspondence cases.
- Maintained documented audit trail for all cases, ensuring compliance and accountability.
- Supported executive visibility to strengthen stakeholder confidence and mitigate reputational and legal risks.
- Aligned responses with agency service-level expectations for high-sensitivity inquiries.
Violations & Court Analyst
Conduent/TTEC
Staten Island, New York
07.2016 - 03.2025
- Attended court proceedings in New York as an expert witness supporting the MTA’s legal actions against violators.
- Compiled and certified research findings, presenting summaries to MTA staff and contracted lawyers for discussions with judges in arbitration and trials.
- Led MTA DMV Registration Suspension program as the senior lead analyst for Conduent, designing and implementing process improvements to enhance existing protocols.
- Maintained close working relationships developed with representatives from MTA Bridges and Tunnels and the Law Office of Peter C. Merani, P.C., ensuring proper documentation and preparation of evidentiary packages for each case.
- Assisted with escalated customer disputes related to MTA DMV registration suspension and civil litigation, ensuring timely and effective resolution.
- Managed Massachusetts Reciprocity Program, placing and removing holds on registrations in RMV ATLAS Business Portal.
- Collaborated with Transworld Systems Inc. collections agency to recover lost revenue via Direct Payment Plans (DPP) and Toll Payer Advocate (TPA) payment plans.
- Oversaw tracking of all TPA payment plans for Conduent/TTEC.
- Applied recovered funds accurately to customer and violator accounts to maintain financial integrity.
Call Center Team Lead
Xerox
Staten Island, New York
01.2015 - 07.2016
- Supervised daily operations and ensured team adherence to call center protocols.
- Monitored team performance and provided real-time feedback to agents.
- Resolved escalated customer issues with professionalism and empathy.
- Developed strategies to increase first contact resolution rates.
- Facilitated regular team meetings to discuss goals, updates, and challenges.
- Implemented process improvements that streamlined call handling and reduced average resolution time.
- Collaborated with management to align team objectives with company goals.
- Provided coaching and guidance to enhance customer service skills and improve team performance.
- Trained new team members on customer service techniques and communication skills.
- Provided technical support related to phone systems or software applications used by agents.
Customer Service Representative
Xerox
Staten Island, New York
03.2013 - 01.2015
- Spoke with customers and assisted them with questions regarding E-ZPass accounts resolving issues to their satisfaction via the Vector system.
- Completed transactions meeting production guidelines.
- Ensured complete and accurate recordkeeping by noting accounts with proper and important information.
Education
Bachelor of Arts - Business Administration And Management
Borough of Manhattan Community College
New York, NY06-2028
Some College (No Degree) - Biology
Long Island University
Brooklyn, NYSkills
- Microsoft Suite
- Vector/Successor
- Cassie
- Oracle Analytics
- Conduent/Content Critical QC
- NYS DMV Internet Office
- myTSI
- TransCore Toll Management Console (TMC)
- RMV ATLAS Business Portal
- Power BI Desktop
- PS Query
- SAP Crystal Reports
MTA University Courses and Webinars
- PS Query
- Intro to Power BI Desktop
- Active Leadership
- Leading without Authority (Influencing Skills)
Timeline
Account Administrator
MTA Bridges and Tunnels
04.2025 - Current
Violations & Court Analyst
Conduent/TTEC
07.2016 - 03.2025
Call Center Team Lead
Xerox
01.2015 - 07.2016
Customer Service Representative
Xerox
03.2013 - 01.2015
Bachelor of Arts - Business Administration And Management
Borough of Manhattan Community College
Some College (No Degree) - Biology
Long Island University