Kanedra Lee
Tallahassee,Florida
Summary
Position in which my strong organizational skills and ability to handle multiple projects simultaneously with a high degree of accuracy promptly can help the department achieve its goal of making a safer Florida.
Overview
16
16
years of professional experience
Work History
Field Support Analyst III
Department of Highway Safety Motor Vehicles
06.2022 - Current
- Promote a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coach coworkers and office examiners in techniques necessary to complete job tasks.
- Assist with complex technical issues, employ advanced problem-solving skills to find effective resolutions.
- Develop quick reference guides for coworkers encountering technical challenges.
- Research, identify and respond to customer inquiries to provide technical assistance and solutions over the phone.
- Monitor system performance and report potential technical and procedural concerns.
- Establish and maintain relationships with internal departments for successful project execution and quick resolutions.
Medical Disability Program Specialist
Department of Highway Safety Motor Vehicles
02.2021 - 06.2022
- Review and screen initial, follow-up, reconsideration medical reports, and complaints received regarding applicants or licensees whose driving ability is considered questionable and decide the course of action needed for reinstatement of their driving privilege
- Prepare recommendations received from the Medical Advisory Board to determine appropriate action
- Review and analyze incoming medical records, request additional pertinent medical records and lab studies and screen crash reports, information received from the courts, physicians, law enforcement agencies concerned citizens, examiner personnel and other to determine course of action
- Prepare replies to miscellaneous and special correspondence from applicants and licensed drivers, the courts, attorneys, and other public officials regarding medical cases and questions regarding the Medical Advisory Board while maintaining organization in work files and preparing statistical data for work performed
- Attend and participate in the Medical Advisory Board meetings and perform other related duties as required.
Senior Consumer Service Analyst II
Department of Highway Safety Motor Vehicles
05.2019 - 02.2021
- Developed and implemented initiatives to improve customer service by participating in system testing, tracking the findings, and reporting outages, discrepancies, and malfunctions to management
- Processed documents, evaluated, analyzed, documented resolution, and prioritized customer issues and inquiries by asking fact finding questions to prepare appropriate solutions
- Review police reports, state databases and customer driver license and motor vehicle records to deliver resolution according to state laws and policies
- Follow up on and process customer requests submitted by analysts and escalate when necessary
- Mailed and emailed correspondence to customers that provided driver license and registration reinstatement options by mail and email
- Provided side by side training to new hires; assisted in the handling of calls escalated to consultants
- Corresponded with departments outside of Customer Service to resolve customer inquiries.
Helpdesk/Escalation Specialist
Conduent Federal Solutions formerly Xerox
01.2018 - 05.2019
- Mentored and assisted customer service representatives with research, systems navigation, password resets and account creations, customer phone calls, training materials and all other duties assigned by a supervisor
- Opened tickets for system outages, such as phone lines, provider and claimant web portal, and server
- Created accounts for providers who submitted federal medical claims electronically
- Created reports for system outages, complaints and kudos received by providers and claimants, administrative password resets, and colleague mentoring sessions in a timely manner with accuracy
- Researched and handled escalated complaints from claimants, providers, and the US Department of Labor by phone and email.
Enrollment Application Processor
Conduent Federal Solutions formerly Xerox
03.2017 - 01.2018
- Determined program eligibility in accordance with current regulations using the computer-based eligibility system
- Researched and verified questionable information provided by the applicants and reporting suspected fraud and advised clients of deadlines, time frames, and necessary actions needed to process their application timely
- Established and maintained multiple application files through regular updating and review, documenting all communications and contacts with clients
- Ensured that confidentiality and accuracy levels were maintained while processing cases within the specified time frames set by federal and state regulations
- Promoted to Helpdesk Escalation Specialist.
Client Relations Specialist
Conduent Federal Solutions formerly Xerox
06.2016 - 03.2017
- Relayed given feedback to providers pertaining to enrollment applications being returned for lack of, invalid or incorrect information
- Assisted with providing prior authorization for medication authorized by the US Department of Labor for Federal Employees’ Workers Compensation
- Used tools and provided computer equipment to document and store call information
- Provided thorough knowledge of bill processing and made claimants and providers aware of required corrections to receive payment
- Promoted to Enrollment Application Processor.
Customer Service Representative
Xerox State Solutions
03.2013 - 06.2016
- Handled telephone inquiries, complaints and requests from consumers, business owners and other interested parties regarding laws and other functions administered by the division
- Referred telephonic inquiries to the proper office or section when appropriate
- Used computer equipment to research, store data, and to enter necessary information to process a call
- Assisted other call center agents with deciphering phone calls and documents, provided training and all other duties assigned by a supervisor
- Promoted to client relations specialist.
Inventory Specialist
Walmart
08.2010 - 06.2013
- Tracked incoming and outgoing products
- Maintained count accuracy
- Notified management of shortages or inconsistencies
- Stocked shelves with merchandise
- Reported process improvements to management.
Shift Manager
Sonic Drive-In
02.2009 - 05.2010
- Assisted in the training, coaching, and managing of employees and provided reports of positive feedback or incidents to upper management for disciplinary action
- Handled customer complaints and special requests
- Assisted with the scheduling of employees by ensuring that enough staff members were present
- Balanced the cash registers at the end of the shift
- Monitored, and prepared ordered inventory as needed
- Provided direction of daily tasks to employees.
Education
Associate of Arts - Business Administration And Management
Tallahassee State College
12.2023
Skills
- Providing excellent customer service by actively listening, paying attention to details and making decisions
- Collaborating with team members to present complex problems and implementation of problem solving ideas
- Creating training materials and reports using Microsoft Office suite
- Setting goals, planning, and evaluating urgent tasks to meet deadlines
- Adapting to the implementation of new statutes and procedural guidelines
- Flourishing in a challenging work environment by multi-tasking, quick-thinking, and decision-making
- Troubleshooting new system programs for maneuverability and navigation
- Building relationships with internal and external departments to improve customer satisfaction
Honorsandawards
- Above and Beyond Call of Duty - December 2020, April 2021, February 2022
- Employee of the Month - April 2023
- Member of the Motorist Services Mentoring Program - February 2021- Current
References
- Supervisor, Department of Highway Safety Motor Vehicles, Tallahassee, FL, Florida, 32399, 850-617-3511
- Operations Manager, Conduent Federal Solutions, Tallahassee, FL, Florida, 32317, 850-906-2456
- Supervisor, Conduent State Solutions, Tallahassee, FL, Florida, 32317, 850-825-2533
Timeline
Field Support Analyst III
Department of Highway Safety Motor Vehicles
06.2022 - Current
Medical Disability Program Specialist
Department of Highway Safety Motor Vehicles
02.2021 - 06.2022
Senior Consumer Service Analyst II
Department of Highway Safety Motor Vehicles
05.2019 - 02.2021
Helpdesk/Escalation Specialist
Conduent Federal Solutions formerly Xerox
01.2018 - 05.2019
Enrollment Application Processor
Conduent Federal Solutions formerly Xerox
03.2017 - 01.2018
Client Relations Specialist
Conduent Federal Solutions formerly Xerox
06.2016 - 03.2017
Customer Service Representative
Xerox State Solutions
03.2013 - 06.2016
Inventory Specialist
Walmart
08.2010 - 06.2013
Shift Manager
Sonic Drive-In
02.2009 - 05.2010
Associate of Arts - Business Administration And Management
Tallahassee State College
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