Summary
Overview
Work History
Education
Skills
Certification
Timeline
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SHAKINA KIRBY

Philadelphia,PA

Summary

Dedicated and results-driven professional with strong technical capabilities and customer-oriented attitude. Proven track record in analyzing complex software issues, generating detailed bug reports, and implementing streamlined solutions. Processes comprehensive knowledge of programming and markup languages such HTML, CSS, Python, and JavaScript. Seeking a full-time position that offers professional challenges utilizing interpersonal and technical skills with the opportunity to enhance programming skills.

Overview

12
12
years of professional experience
1
1
Certification

Work History

REMOTE ELIGIBILITY OPERATION ASSOCIATE

Alma
12.2023 - Current
  • Review provider portals and supporting documents to determine client's eligibility and payment responsibility for mental health services.
  • Maintain accurate and up-to-date records of eligibility determinations, and any changes in status.
  • Ensure confidentiality and compliance with privacy regulations such as HIPAA.
  • Enter and manage data in electronic systems or databases.
  • Stay informed about changes in eligibility criteria, funding, or regulations.

REMOTE SOFTWARE SUPPORT SPECIALIST

WHOOP
10.2020 - 10.2023
  • Provided prompt resolution of members' technical issues through email, chat, and phone support.
  • Documented support inquiries meticulously using CRM systems like Salesforce and Zendesk.
  • Conducted hardware and software diagnostics, effectively troubleshooting technical problems.
  • Analyzed support logs and data to identify root causes of issues and propose solutions.
  • Generated comprehensive bug reports for unresolved software issues using Jira.
  • Collaborated with cross-functional teams to improve workflows and enhance knowledge base articles.
  • Worked closely with software development team to address errors and bugs in newly released software, assisting in deploying release fixes.

INTAKE COORDINATOR

ELWYN EARLY LEARNING SERVICES
09.2015 - 09.2020
  • Conducted thorough intake screenings for families referred to preschool early intervention.
  • Assessed and identified developmental delays and educational needs for each child.
  • Documented and maintained accurate records of early intervention services.
  • Organized and managed intake paperwork for evaluation testing.
  • Efficiently handled a caseload of 25 to 40 referrals per week, ensuring timely processing.
  • Scheduled Multidisciplinary Evaluations (MDE) and Individual Educational Program (IEP) meetings.
  • Collaborated with education, occupational, and behavioral teams to facilitate client placement and secure appropriate services.

BANK TELLER

WELLS FARGO BANK
08.2014 - 09.2015
  • Provided exceptional cash and checking services to customers, maintaining proactive communication.
  • Accurately reconciled cash drawer and resolved discrepancies.
  • Processed deposits, withdrawals, money orders, cashier checks, travelers' checks, and credit card advances.
  • Demonstrated strong sales skills by cross-selling bank products to new and existing customers.
  • Ensured compliance by carefully examining checks for endorsement.
  • Conducted fund transfers and accepted loan payments.
  • Maintained precise data entry records of clients' accounts and transactions.

CASHIER

BJ’S WHOLESALE CLUB
06.2013 - 10.2014
  • Verified memberships, efficiently scanned merchandise, and processed various forms of payment.
  • Operated cash register with exceptional accuracy for cash, check, and credit card transactions.
  • Maintained cleanliness and upheld sanitation safety standards.
  • Delivered exceptional customer service by addressing inquiries about store policies and resolving concerns.

CUSTOMER SERVICE RESPRESENTATIVE

INDEPENDENCE BLUE CROSS
06.2012 - 01.2013
  • Professionally handled external and internal telephone inquiries from members regarding insurance products, policies, procedures, claims processing, provider participation, medical benefits, and coverage.
  • Investigated and researched product benefits, claim payments, and policy details to assist callers effectively.
  • Escalated requests to relevant operating areas and ensured timely follow-up.
  • Documented call summaries, tracked call trends, maintained phone logs, and provided comprehensive follow-up information

Education

Bachelor of Science - PSYCHOLOGICAL AND SOCIAL SCIENCES

PENNSYLVANIA STATE UNIVERSITY
Abington, PA
05.2014

Skills

  • Data Analysis
  • Data Management
  • Technical Troubleshooting
  • Client Relations
  • Problem Solving
  • Analytical Skills
  • Communication Skills
  • Detail-Oriented
  • Organization Skills
  • Proficient in Microsoft Excel, Word, Outlook, and PowerPoints
  • Proficient in HTML, CSS, Javascript, and Python
  • Knowledge of ServiceNow, Salesforce, Zendesk, and Jira

Certification

  • ServiceNow System Administrator, ServiceNow - Issued September 2023
  • Learn Python 3 Course, Codecademy - Completed December 2020
  • Learn the Command Line Course, Codecademy - Completed July 2020
  • Javascript Fundamentals, Alchemy University- Completed August 2023

Timeline

REMOTE ELIGIBILITY OPERATION ASSOCIATE

Alma
12.2023 - Current

REMOTE SOFTWARE SUPPORT SPECIALIST

WHOOP
10.2020 - 10.2023

INTAKE COORDINATOR

ELWYN EARLY LEARNING SERVICES
09.2015 - 09.2020

BANK TELLER

WELLS FARGO BANK
08.2014 - 09.2015

CASHIER

BJ’S WHOLESALE CLUB
06.2013 - 10.2014

CUSTOMER SERVICE RESPRESENTATIVE

INDEPENDENCE BLUE CROSS
06.2012 - 01.2013

Bachelor of Science - PSYCHOLOGICAL AND SOCIAL SCIENCES

PENNSYLVANIA STATE UNIVERSITY

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