Mikalah Mazuera
Jacksonville,Florida
Summary
Enthusiastic, meticulous and efficient Customer Experience Specialist with over 10 years of customer service experience working with the public through various forms of public service, research and administrative duties. Holding a Master's degree in Public Administration and a voluntary role as Ombudsman for the USS Thomas Hudner, inclined to serve the public with equal focus on empathy and continuous improvement. Unparalleled skills in operation management, logistics coordination, communication and a desire to liaise across sectors. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Independently motivated and thoroughly prepared for a Management Role in Community Engagement, Non-Profit, Programs, Operations, Partnerships or as a Strategic Operations Lead.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
Fastport, Inc.
03.2025 - Current
- Support for apprenticeship candidates through https://nationalapprenticeship.org/
- Monitoring live chat support through Zendesk and Hiring Our Heroes communications with 95% satisfaction rate
- Completed 700+ resume reviews for the Hiring Our Heroes website
- Processed 100+ applications through Tenstreet platform to connect job seekers with apprenticeships in cybersecurity, trucking, refrigeration, logistics, electrical appliance services and customer service
Program Advisor
Institute for Veterans and Military Families
03.2023 - 10.2024
- Assisted monthly cohorts through their certification programs by providing overview, guidance on course-specific requirements and timely reminders to guide learners to completion with Salesforce software. Caseload between 600-1800 learners at a time.
- Completed exam payments for online learners across 15 installations’ certification exams through use of Salesforce and respective certifying bodies’ websites: CompTIA, HRCI, PMP, Cisco, ISC2, etc.
- Created progress reports through Skillsoft Percipio to track learners’ progress
- Provide weekly and monthly recommendations based on risk and customers’ business needs
- Spearheaded pro-card reconciliation for monthly expense reports across the O2O (Onward to Opportunity) program, valuing around $20,000 worth of transactions monthly
- Motivated through career coaching for transitioning service members, veterans and military spouses; graduation rate was consistently above the required 60%
Graduate Administrative Assistant to the Provost
Old Dominion University
06.2019 - 12.2020
- Maintained student records using university databases, ensuring compliance with regulations, confidentiality and dynamic development trends
- Correspondence and event planning for the Office of Academic Affairs and 850+ faculty members
- Completed budget analysis with CUPA data across 146 other Tier 1 Research universities
- Utilized Microsoft Office Suite to assist in presentations for the Board of Old Dominion University
- Provided monthly updates to the Faculty Activity System at Old Dominion University
Education
Master of Public Administration - Multi-Sector Public Service
Old Dominion University
05.2021
Bachelor of Science - Women’s Studies, Psychology
Old Dominion University
12.2018
Skills
- Zendesk Platform
- Technical Support
- Training and Development
- Resume Reviews
- Program Management
- Customer Experience
- Pro-card Reconciliation
- Career Counseling
- Slack, Microsoft Teams
- Salesforce
- Skillsoft Percipio
- Microsoft & Google Suites
- CRM software
- Trend monitoring
- Experience optimization
- Policy improvement
- Data entry
- Data management
- Customer service
- LiveChat messaging
- Customer relations
- Salesforce CRM
- Database management
- Customer relationship management (CRM)
- Staff education and training
- Microsoft office
- Data evaluation
Certification
Certification, Google AI Essentials from Coursera 07/2024
Accomplishments
- Student Representative, Hampton Roads Chapter of the American Society of Public Administrators 08/2019 –05/2021
- Member, Pi Alpha Alpha Honor Society 02/2020 – Present
- CIVIC Scholar Cohort/Senior Board Member, Old Dominion University 08/2016 – 05/2019
- Leaders Bronze medalist, Old Dominion University 12/2018
- Reporter, Road Trip Nation 07/2018 – 11/2018
- Graduate, Women’s Institute for Leadership Development at Old Dominion University 12/2016
Timeline
Customer Experience Specialist
Fastport, Inc.
03.2025 - Current
Program Advisor
Institute for Veterans and Military Families
03.2023 - 10.2024
Graduate Administrative Assistant to the Provost
Old Dominion University
06.2019 - 12.2020
Bachelor of Science - Women’s Studies, Psychology
Old Dominion University
Master of Public Administration - Multi-Sector Public Service
Old Dominion University
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