Lakeya Harris
Middletown,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Broadband Specialist (Quality Assurance)
Metropolitan Transportation Authority
New York, NY
07.2023 - Current
- Develop and update operating procedures and training documents as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Performs call monitoring and provides trend data, quality reports, and feedback to director.
- Mentor, coach, train, and support other team members as appropriate.
- Provide support on human resource, benefits, payroll, accounts payable, pension and employee relation issues in shared services environment supporting active employees, retires and vendors.
- Serve as administrative support to HR Director and HR Generalist as well as Director of Operations
- Confidentially manage and assist members with researching and resolving payroll, benefits and Human Resources policy /procedures issues and concerns.
- Help develop, create, and implement contact center quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to enhance overall Member Experience.
Senior Process Specialist
Metropolitan Transportation Authority
03.2012 - 07.2023
- Serve as administrative support to HR Director and HR Generalist as well as the Director of Operations.
- Provide first-level support on human resource, benefits, payroll, deferred comp, pension and employee relation issues in a shared services environment supporting active employees, retirees and vendors.
- Integrate across Center of Excellence (COE) teams to document, research, and resolve basic issues and errors as assigned.
- Proficient in utilizing Siebel CRM to track and accurately notate, problem solve, and escalate issues to appropriate departments.
- Evaluate and interpret department and agency procedures to ensure compliance with Union, State and Federal guidelines.
- Run weekly and monthly reports in PeopleSoft and Microsoft Excel, to manage, monitor and provide contact center metrics.
- Managed KM application, which is the source for company policies & procedures. researched & compiled information.
- Performed periodic audits of HR files and records to verify proper collection and filing of FMLA documents.
Customer Service Representative
NYC Department Of Information Technology & Telecommunication
04.2008 - 03.2012
- Provide point of contact for all non-emergency City services utilizing state-of-art telephone and interactive
computer systems; respond to phone inquiries from the public; provide customer service and information
to callers. - Respond to callers' inquiries professionally and courteously, maintaining customer satisfaction; Utilize varied information technology, computer research applications, and databases to locate resources and provide callers with up-to-the-minute referrals to New York City service providers
- Track and resolve telephone and e-mail inquiries from consumers
- Tracked customer service cases and updated service software with customer information.
- Drafting correspondence in reply to telephone request from customers.
Education
Bachelor Of Arts - Liberal Arts And General Studies
College of New Rochelle, The
New Rochelle, NY09.2004
Skills
- Proficient in Siebel, Excel, People-soft, Ms Word, Knowledge management
- Training and mentoring
- Benefits and Compensation
- MS Office
- File and records management
Timeline
Broadband Specialist (Quality Assurance)
Metropolitan Transportation Authority
07.2023 - Current
Senior Process Specialist
Metropolitan Transportation Authority
03.2012 - 07.2023
Customer Service Representative
NYC Department Of Information Technology & Telecommunication
04.2008 - 03.2012
Bachelor Of Arts - Liberal Arts And General Studies
College of New Rochelle, The