NyKia McCann
Washington,DC
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Passport Specialist position. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
Work History
Human Resource Specialist
FEMA
Hyattsville, MD
11.2024 - Current
- Providing advice for preparedness regulations, policies, and procedures, conduct sophisticated research and analysis of complex issues.
- Coordinating and collaborating with stakeholders to build and improve capabilities necessary for national preparedness.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided disaster assistance program overviews and application assistance to disaster survivors after the President declares disaster.
- Reviewed and edit outgoing correspondence for accuracy.
- Communicated with various levels of management and other FEMA employees to process several applications during short periods of intense work.
- Created work packages for applicants. Managed incoming and outgoing calls.
- Provided status updates for casework and determinations.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Fostering relationship with state, local, tribal, officials and other federal agencies to improve strategies and gaps.
- Utilizes various software such as Tableau, StarePoint, MS Excel, MS Access, and or web-based client server methods to create specialized and customized reports.
Passport Associate II
CGI / State Department
08.2023 - 11.2024
- Follow detailed directions from management to complete daily paperwork and computer data entry.
- Volunteer to help with special projects of varying degrees of complexity.
- Operate various scanning equipment daily.
- Prepare numerous envelopes ensuring that the corresponding passport and/or original document(s) are mailed out to the correct applicant.
- Review passport application, photograph, identification and supporting documentation for completeness.
- Follow SOPs rules for QC.
- Assist with Quality Control to ensure that customers can obtain their new passports, along with other documents, in a timely manner.
- Application Scanning.
- Application Data Entry.
- Operate Various Scanning Equipment Daily.
- Box & Archive Files For Storage Purposes.
Customer Service Representative
FEMA
07.2022 - 08.2023
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided disaster assistance program overviews and application assistance to disaster survivors after the President declares disaster.• Reviewed and edit outgoing correspondence for accuracy.• Communicated with various levels of management and other FEMA employees to process several applications during short periods of intense work.• Created work packages for applicants.• Managed incoming and outgoing calls.• Provided status updates for casework and determinations.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
CRP, Inc
04.2020 - 07.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Documented, maintained records and files on a daily basis using logs, email queues, and various systems.
- Managed CRM database, including troubleshooting, maintenance, updates, and report generation.
- Maintained electronic personnel records; research data to verify records.
- Trained employees in company and regulatory compliance requirements to promote conformance.
- Responded to customer requests for services and company information via telephone, answering questions and providing, assistance regarding TANF, SNAP, and Medical Assistance.
Youth Clerk
DC Superior Court
06.2018 - 08.2018
- Managed and maintained the master list of closed assets and property cases.
- Prepared dockets, transcribing minutes and recording and documenting testimonies.
- Answered general inquiries and provided information and legal assistance related to court procedures and D.C. Superior Court Rules to a wide variety of individuals, including Judges, Chambers Staff, Attorneys, Pro Se litigants, and other court personnel.
- In-depth knowledge of legal terminology and procedures; ordered supplies and forms for departmental personnel,
- Reviewed pleadings, annotated calendars, and Courtview entries for grammatical and typographical accuracy and completeness for all the Division’s calendars.
- Used electronic databases to record results of court hearings and scan legal pleadings into the Courtview system.
- Created methods to increase efficiency, organization, and communication throughout the office.
- Meet with Judges, Lawyers, and police Officials to coordinate functions of court.
Education
Diploma - General Studies
Tall Oaks High School
Bowie, MD05.2012
Skills
- Economic Reviews
- Administrative Support
- Passport Reviews
- Eligibility Determinations
- Microsoft Office
- WebTa
- Genesis
- Technical Support
- 40 WPM Typing
- On base Microsoft Outlook
- Courtview
- Data Entry
- Registration Intake Basic Helpline Indexing
- Duplicate Investigation Advanced HL BCA FEMA Manuel
- Microsoft Teams
Timeline
Human Resource Specialist
FEMA
11.2024 - Current
Passport Associate II
CGI / State Department
08.2023 - 11.2024
Customer Service Representative
FEMA
07.2022 - 08.2023
Customer Service Representative
CRP, Inc
04.2020 - 07.2021
Youth Clerk
DC Superior Court
06.2018 - 08.2018
Diploma - General Studies
Tall Oaks High School