Overview
Work History
Education
Skills
Timeline
Generic

SHAKINA KIRBY

Philadelphia,PA

Overview

11
11
years of professional experience

Work History

SOFTWARE SUPPORT SPECIALIST

WHOOP
10.2020 - Current
  • Provide timely resolution of members’ issues via email, chat, and phone
  • Document all support inquiries clearly through CRM systems such as Salesforce and Zendesk
  • Diagnose and troubleshot hardware and software issues
  • Analyze members’ support logs and data diagnostics to determine cause of issues
  • Complete bug reports for unresolved software issues through Jira
  • Collaborate with team to provide feedback on improving workflows and knowledge base articles
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Meet and exceed daily metrics.

INTAKE COORDINATOR

ELWYN EARLY LEARNING SERVICES
09.2015 - 09.2020
  • Provided intake screenings to families being referred for preschool early intervention
  • Assessed and identified developmental delays and educational needs for each child
  • Documented and recorded all information regarding early intervention services.
  • Prepared and filed intake paperwork to be processed for evaluation testing
  • Handled caseload of 25 to 40 referrals each week.
  • Completed each referral intake screenings in appropriate timeframe
  • Scheduled Multidisciplinary Evaluations (MDE) and Individual Educational Program (IEP) meetings.
  • Worked with education, occupational and behavioral teams to facilitate client placement and obtain appropriate services for clients

BANK TELLER

WELLS FARGO BANK
08.2014 - 09.2015
  • Maintained contact regarding cash and checking services.
  • Reconciled cash drawer and resolved discrepancies.
  • Handled deposits, withdrawals, money orders, cashier checks, travelers' checks, and credit card advances.
  • Sold and cross-sold bank products to new and existing customers
  • Examined checks for endorsement
  • Transferred funds and accepted loan payments
  • Performed data entry services regarding clients' accounts and transactions.

CASHIER

BJ’S WHOLESALE CLUB
06.2013 - 10.2014
  • Verified memberships, scanned merchandise, and accepted various forms of payment
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Cleaned and complied with sanitation safety standards.
  • Answered questions about store policies and addressed customer concerns.

CUSTOMER SERVICE RESPRESENTATIVE

INDEPENDENCE BLUE CROSS
06.2012 - 01.2013
  • Responded professionally to external and internal telephone inquiries from members regarding issues or questions about insurance products, policies, and procedures, claims processing, provider participation, medical benefits, and medical coverage
  • Assisted callers through investigation and research of product benefits, claim payments, and bad medical policies
  • Prepared and forwarded requests to operating areas utilizing appropriate follow- up information tools to ensure requests are brought to resolution
  • Documented summaries of calls, tracked call trends, maintained phone logs, and responded with follow-up information using all available resources

Education

Bachelor of Science - PSYCHOLOGICAL AND SOCIAL SCIENCES

PENNSYLVANIA STATE UNIVERSITY
Abington, PA
05.2014

Skills

  • Customer Service
  • Critical Thinking
  • Active Listening
  • Detail Oriented
  • Problem Solving
  • Analytical Skills
  • Proficient in Microsoft Excel and Word
  • Proficient in HTML, CSS, Javascript and Python
  • Technical Troubleshooting
  • Chat Support
  • Data Entry

Timeline

SOFTWARE SUPPORT SPECIALIST

WHOOP
10.2020 - Current

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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