Nikita Pearson
Brooklyn,NY
Summary
Meticulous professional specializing in customer support and application processing, demonstrating exceptional problem-solving and communication skills that enhance customer satisfaction and optimize workflows.
Overview
10
10
years of professional experience
Work History
Passport Support Associate
CGI Federal
New York, NY
02.2022 - Current
- Processed passport applications in compliance with federal regulations.
- Assisted customers with inquiries regarding application status and requirements.
- Maintained accurate records of applications using database systems.
- Educated applicants on documentation needed for successful submissions.
- Collaborated with team members to streamline application workflows.
- Provided support during peak processing times to ensure timely service.
- Reviewed applications for completeness and accuracy before submission.
- Created and maintained accurate records of passport applications, including data entry into the system.
- Processed payments according to established procedures and guidelines.
- Team Lead (Supervisor Backup)
- Trained new staff in relevant processes and procedures.
- Led team in daily operations and workflow management.
Fingerprint Technician
Printscan Solutions
New York, NY
09.2020 - 06.2023
- Collected and analyzed fingerprints using advanced imaging technology.
- Prepared fingerprint samples for submission to law enforcement agencies.
- Trained new staff on fingerprinting procedures and best practices.
- Maintained accurate records of fingerprint submissions and results.
- Operated and calibrated fingerprint scanning equipment for optimal performance.
- Collaborated with team members to enhance fingerprint processing workflows.
- Reviewed and verified fingerprint quality before final submission to clients.
- Maintained a clean work environment free from clutter or hazardous materials.
- Troubleshot technical issues related to fingerprint scanning hardware or software programs.
- Collected payment from customers for fingerprinting services rendered.
Customer Service Representative
Social Security Administration, SSA
Queens, New York
09.2021 - 01.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by collaborating with other departments to provide solutions that meet customer needs.
- Assisted customers with inquiries regarding benefits and eligibility requirements.
- Provided clear information about Social Security programs and services.
- Processed applications and updated customer records accurately in the system.
- Resolved customer complaints and issues through effective communication techniques.
- Educated clients on navigating online services and resources available to them.
- Maintained confidentiality of sensitive information in accordance with agency policies.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Receptionist
National Allotment Insurance Agency
Brooklyn, NY
07.2019 - 09.2021
- Managed multi-line phone system, directing calls to appropriate departments.
- Greeted clients and visitors with professionalism and warmth.
- Scheduled appointments and maintained calendars for insurance agents.
- Processed incoming mail and distributed correspondence efficiently.
- Coordinated office supplies and maintained inventory levels regularly.
- Ensured reception area remained organized and welcoming at all times.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
Teacher's Assistant
Excel Learning Center & Child Care
Jacksonville, North Carolina
02.2016 - 03.2018
- Assisted lead teachers in lesson preparation and classroom management.
- Supported children with individual learning needs and personal development.
- Facilitated engaging activities to promote social skills and teamwork.
- Monitored student behavior to ensure a safe learning environment.
- Communicated with parents about student progress and classroom updates.
- Collaborated with staff to implement curriculum and special programs.
- Supervised children and participated with children in activities.
Education
High School Diploma -
Acorn High School Foe Social Justice
Brooklyn, NY06-2010
Skills
- Application processing
- Database management
- Customer support
- Document verification
- Payment processing
- Workflow optimization
- Data accuracy
- Conflict resolution
- Effective communication
- Team collaboration
- Training and development
Timeline
Passport Support Associate
CGI Federal
02.2022 - Current
Customer Service Representative
Social Security Administration, SSA
09.2021 - 01.2023
Fingerprint Technician
Printscan Solutions
09.2020 - 06.2023
Receptionist
National Allotment Insurance Agency
07.2019 - 09.2021
Teacher's Assistant
Excel Learning Center & Child Care
02.2016 - 03.2018
High School Diploma -
Acorn High School Foe Social Justice