Nyree Robinson
Elizabeth,NJ
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
18
18
years of professional experience
Work History
Operations Analyst
Conduent
Newark, New Jersey
01.2019 - Current
- Prepare reports to track all mail house outputs
- Monitor performance standards related to the mail house
- Handles client requests by email, telephone and/or Service Request
- Ensure all performance reports and backup data is provided to QA
- Develop and maintain documentation of process flows, administrative summaries, and standard operating procedures Assist with release validations
- Develops metrics that provide data for process management and indicators for future improvement opportunities
- Troubleshoot application and data issues and direct to the appropriate contacts
- Understand and mitigate risk; escalate high risk, complex or problematic issues to Management
- Maintain Better Business complaints.
- Designed plans to improve operations and suggested changes to systems for overall organization.
- Generated reports of findings to help management with making key decisions.
- Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
- Assisted data aggregation, billing and transactions for data and account aggregation.
- Generated CRM reports to maintain client records on customer activity and personal data.
- Developed written documents and reports related to programs and operations.
- Provided Tier 1 support, addressing access, navigation, onboarding and troubleshooting issues.
Client Service Analyst
Conduent
Staten Island, NY
01.2017 - 01.2019
- Attended Court proceedings in New York as an expert witness in Support of the Agency’s legal action against Violators
- Attend off site meetings with contracted law firms and/or Agency staff when called upon
- Assisted with agency determination based on account issues escalated from the CSC
- Maintained ongoing communication, via telephone call and written correspondence with violators
- Ensured proper application of recovered funds to customer/violator accounts by closely working with lockbox and development team
- Worked closely with representatives from the New York E-ZPass program to validate customer/violator claims to ensure each case is accurate and complete
- Compiled court packages to present at Court proceedings.
Team Leader
Conduent, Xerox
Newark, New Jersey
01.2014 - 01.2017
- Completed Daily Performance Standards
- Prepared Daily Production Reports for EzPass New Hampshire and Fort Bend Toll Authority
- Worked directly with client to resolve non-revenue violations and accounts
- Assisted clients with any question or concerns pertaining violations
- Worked directly with collection agency to settle violation account in collections
- Prepared court packages for accounts that have escalated to court status
- Managed a staff of 9 customer service representatives.
- Mentored and guided employees to foster proper completion of assigned duties.
- Supported office business development and customer service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted with new hire processing and existing training programs.
- Coordinated weekly meetings for internal and external groups.
- Participated in cross-functional team-building activities.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
Customer Service Representative
Conduent
Newark, NJ
01.2005 - 01.2014
- Assisted with the startup of several new projects with in the TSC
- Wrote and conducted new hires and existing employees training class
- Processed incoming correspondence to update customers account information
- Assisted customers daily via the telephone to resolve issues regarding their accounts
- Opened accounts via telephone and correspondence
- Processed inquiries for toll disputes within other agencies
- Assisted senior management with day to day operations at the CSC and WIC
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected and analyzed customer information to prepare product or service reports.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Developed and updated databases to handle customer data.
- Delivered prompt service to prioritize customer needs.
Education
Studies
Elizabeth High School
Skills
Forecasting skills
Process updates
Reporting abilities
Data analysis
Microsoft Access
Cross-functional teamwork
Microsoft Word
Microsoft SharePoint
Timeline
Operations Analyst
Conduent
01.2019 - Current
Client Service Analyst
Conduent
01.2017 - 01.2019
Team Leader
Conduent, Xerox
01.2014 - 01.2017
Customer Service Representative
Conduent
01.2005 - 01.2014
Studies
Elizabeth High School