Shatia Prince
Miami
Summary
Knowledgeable Enhanced Trusted Agent with strong background in providing technical support and troubleshooting. Successfully resolved complex issues and improved system performance. Specialize in confidentiality management, risk assessment, and secure communication protocols. Excel in critical thinking, problem-solving, and adaptability to ensure optimal outcomes in sensitive operations. Navigate complex situations with integrity and discretion, fostering trust and reliability. Demonstrated ability to manage user inquiries and maintain high levels of customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Help Desk Technician II
General Dynamics IT
07.2023 - Current
- Prepared detailed reports for management review, highlighting any changes in customer requirements or preferences.
- Ensured compliance with relevant regulations when dealing with clients' assets and investments.
- Developed and maintained relationships with clients, ensuring their satisfaction with the services provided.
- Managed multiple tasks simultaneously while maintaining focus on priorities.
- Implemented strategies to improve customer satisfaction levels.
- Identified opportunities for improvement in existing processes or procedures.
- Identified opportunities for improvement within existing processes and procedures.
- Support PKI and CAC authentication systems, ensuring secure access to classified networks.
- Troubleshoot and resolve digital certificate issues for government users.
- Assist with identity management and authorization protocols in compliance with DoD security standards.
- Conduct risk assessments and escalate security concerns for resolution.
- Maintain security clearance while handling sensitive client information with discretion.
- Handled complex customer queries promptly and professionally, resolving any issues that arose.
- Maintained confidentiality of sensitive client information at all times.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
Member Experience Advisor
Nation Benefits
09.2022 - 07.2023
- Help members place over-the-counter (OTC) orders for members through the website
- Troubleshoot issues members experience with the website
- Guide members through the application and/or website
- Provide knowledge and in-depth advice for hearing loss and hearing aids
- Confidently and accurately explain hearing plan benefits
- Educate Members on products or services that will enhance their quality of life
- Interact, listen, and engage with members to establish, expand, and retain consumer and business member relationships
- Guided members through secure authentication processes while troubleshooting technical issues.
- Provided expertise on data protection measures and compliance requirements.
- Educated users on secure access procedures, ensuring adherence to HIPAA and Medicare security policies.
- Be a trusted advisor to Members through interpersonal skills to establish a strong relationship that allows for direct probing to uncover Member needs
- Provide knowledge and in-depth advice for each line of business we serve; hearing, OTC, PERS and Insurance
- Ability to remain confidential with all proprietary information
- PC technology proficiency required
- Adherence to all NationsBenefits, HIPAA, and MCO / Medicare guidelines.
Front Desk Coordinator
Cano Health
03.2020 - 09.2022
- Displays a high level of energy in answering showroom telephone lines and proactively addresses customer requests for scheduling appointments and requests for information
- Receive and resolve all incoming employee and guest questions or concerns
- Answer phones, take messages, and transfer calls to appropriate departments
- Direct vendors and delivery people as appropriate, sign for all shipments and distribute mail
- Keep the front desk/lobby organized and running smoothly
- Assist with the shipping packages, creating photocopies, and other clerical functions
- Provide support with overflow work from other departments, which includes performing administrative tasks related to tracking issues, creating files, scanning documents, and mailing and faxing documents.
- Managed confidential records while ensuring compliance with security protocols.
- Handled customer and employee concerns with professionalism, maintaining data integrity
Cashier
Fancy Loaf Caribbean Bakery and Restaurant
01.2015 - 03.2020
- Provide excellent customer service to ensure efficiency and customer satisfaction
- Acknowledge all customers upon entering the bakery
- Responsible for taking orders, collecting payments, answering to customer inquiries, handling complaints, and assisting the baker with various tasks, such as maintaining supplies
- Demonstrate a clear knowledge of the products and ingredients used
- Operated the cash register for customer transactions
- Handle customer transactions: cash, checks, credit via the cash register
- Processed customer transactions efficiently using point-of-sale systems.
Education
Associate of Arts - Nursing
Miami Dade College
Miami, FL05-2024
High School Diploma - Concentration in Academy of Medical Sciences Vision Program
William H. Turner Technical Arts High School
Miami, FL05.2019
Skills
- Well organize
- Punctual
- Strong customer service
- Attention to Detail
- Ability to work under pressure
- Office support (phone, faxing, copying, filing, calculator)
- Relationship Building
- Workstation Maintenance
- Task Prioritization
- Professionalism
- Reliability
- Self-Motivated
- Excellent knowledge in Excel, Word and Power Point
- Accountability
- Technical Troubleshooting
- Team Collaboration
- Continuous Improvement
- Effective Communication
- Time management abilities
- Tech-Savvy
- PKI & Digital Certificate Management
- CAC Authentication & Smart Card Technology
- Encryption Protocols (RSA)
- Identity & Access Management (IAM)
- Multi-Factor Authentication (MFA) Implementation
- Security Incident Response & Risk Assessment
- Federal Compliance (DoD Regulations)
- Secure Communication Protocols & Cryptographic Security
- Technical Troubleshooting & Help Desk Support
Certification
- Certified Medical Administrative Assistant
- Public Notary
- CompTIA Security+ SY0-701
- ITIL 4 Foundation
Awards
- Received Cum Laude (Top 20%) in High School
- Graduated College with Honors
References
References available upon request.
Languages
English
Professional
Education
other
Timeline
Help Desk Technician II
General Dynamics IT
07.2023 - Current
Member Experience Advisor
Nation Benefits
09.2022 - 07.2023
Front Desk Coordinator
Cano Health
03.2020 - 09.2022
Cashier
Fancy Loaf Caribbean Bakery and Restaurant
01.2015 - 03.2020
High School Diploma - Concentration in Academy of Medical Sciences Vision Program
William H. Turner Technical Arts High School
Associate of Arts - Nursing
Miami Dade College
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