Saybah Wolokolie
Woodbridge
Summary
Dynamic Senior Support Specialist with a proven track record at the Division of Finance, adept at analyzing complex datasets to drive operational efficiency. Skilled in O365 and Excel, I excel in fostering cross-functional collaboration and mentoring agents, ensuring compliance and enhancing service delivery through innovative SOPs and strategic insights.
Overview
11
11
years of professional experience
Work History
Senior Support Specialist
Division of Finance / Dept. of Education NYC
04.2024 - Current
- Analyze complex datasets and user feedback to identify trends, allowing for proactive strategy shifts that improve system usability and operational efficiency.
- Develop and implement comprehensive Standard Operating Procedures (SOPs) to enhance organizational service delivery and align technical initiatives with overarching staffing and performance goals.
- Facilitated cross-functional collaboration, keeping documentation and search results in internal systems current, accurate, and compliant with fiscal policies.
- Managed high-volume pipelines, ensuring data integrity and audit readiness per financial regulations.
Operations Supervisor
UNITED PARCEL SERVICE
11.2020 - 10.2023
- Led and coached 15+ associates through entire employee lifecycle, focusing on performance assessments and professional development to enhance team capabilities.
- Built actionable staffing strategies by identifying team needs and introducing software tools that optimized productivity and reduced resolution timelines.
- Conducted training and onboarding sessions on emerging technologies and navigation techniques to improve team effectiveness and service quality.
- Managed external vendor relationships and internal stakeholder communications to resolve high-level obstacles and maintain seamless operational flow.
- Coordinated logistics processes to streamline technical support operations.
Tax Preparer & Advisor
Mollie LLC
12.2022 - 05.2023
- Executed high-accuracy assessment of individual documentation, performing rigorous due diligence to optimize outcomes while ensuring total compliance with Circular 230 standards.
- Consulted with diverse client base, translating complex regulatory codes into actionable financial insights that empowered clients.
- Transformed compliance tasks into engaging experiences, identifying innovative opportunities for client retention.
- Collaborated with external providers and internal teams to gather critical documentation while safeguarding sensitive information under confidentiality protocols.
Census Enumerator
UNITED STATES CENSUS BUREAU
07.2020 - 09.2020
- Developed strategic partnerships with community organizations and small business clients, delivering tailored solutions that expanded service outreach.
- Implemented sophisticated tracking systems for client interactions, significantly improving data accuracy and team transparency.
- Utilized targeted sourcing and data collection techniques to enhance reporting accuracy and resolve discrepancies through effective problem-solving.
- Monitored account and data activity for compliance, providing management with progress reports aligned with established goals.
Enumerator
RENEWED RENOVATIONS
04.2018 - 05.2020
- Developed project timelines and monitored progress, ensuring timely achievement of milestones.
- Tracked expenses related to permits and materials, supporting budget management.
- Inspected completed projects to verify compliance with local regulations and standards.
- Documented all communications throughout project execution for future reference.
- Coordinated weekly meetings with construction team to discuss progress and align on project expectations.
Small Business Relationship Manager
BANK OF AMERICA
Newark, DE
02.2015 - 03.2018
- Established strong relationships with small business clients, delivering tailored solutions and support that addressed their specific needs.
- Implemented tracking systems for customer interactions, improving data accuracy and efficiency.
- Participated in training sessions to educate staff on compliance standards and customer service best practices.
- Developed marketing strategies for small business clients, enhancing service offerings and aligning with client expectations.
- Monitored account activity for potential fraud and collaborated with relevant teams to address concerns.
- Delivered actionable feedback to management on customer service improvements derived from client interactions, influencing enhancements in service delivery.
Education
Master of Science - Management, Human Resource Management
Wilmington University
New Castle, DEBachelor of Arts - Sociology
United Methodist University
Monrovia, LiberiaSkills
- ServiceNow
- Applicant tracking systems
- Reporting tools
- Data management policies
- HIPAA compliance
- High-security protocols
- Triaging protocols
- Team leadership
- Office 365
Technical Toolkit
Advanced proficiency in O365, Excel, Enterprise-level platforms including ServiceNow, Mastery of new Applicant Tracking Systems (ATS), Reporting tools, Data management policies, HIPAA regulations, High-security protocols for safeguarding sensitive personnel information, 94%, 15%
Timeline
Senior Support Specialist
Division of Finance / Dept. of Education NYC
04.2024 - Current
Tax Preparer & Advisor
Mollie LLC
12.2022 - 05.2023
Operations Supervisor
UNITED PARCEL SERVICE
11.2020 - 10.2023
Census Enumerator
UNITED STATES CENSUS BUREAU
07.2020 - 09.2020
Enumerator
RENEWED RENOVATIONS
04.2018 - 05.2020
Small Business Relationship Manager
BANK OF AMERICA
02.2015 - 03.2018
Master of Science - Management, Human Resource Management
Wilmington University
Bachelor of Arts - Sociology
United Methodist University