Whitney Aikens
Miami,USA
Summary
Motivated professional with over 10 years of customer service and relations experience across government, healthcare, and security sectors. Demonstrated ability to lead teams of up to 10 employees, administer licensing exams, and resolve complex client issues. Skilled in process improvement, documentation, and loss prevention, with a strong commitment to delivering exceptional service.
Overview
1
1
Certification
2
2
years of post-secondary education
14
14
years of professional experience
Work History
Customer Service Representative
Miami Dade tax collector
Miami, FL
12.2025 - Current
- Delivered excellent customer service to diverse clients, ensuring high satisfaction and efficient resolution of inquiries
- Screened customers for Driver's License eligibility, streamlining application processing and reducing wait times
- Administered CDL and Driver License tests, contributing to accurate and timely licensing
- Conducted road exams to assess driving skills and ensure compliance with state regulations, enhancing public safety
- Processed CDL hazmat, biometric fingerprinting and applications, ensuring regulatory compliance
- Assisted with Handicap verification of applicant and issuance, improving accessibility for eligible customer
- Maintained accurate bookkeeping and scoring records to support audit readiness and ensure regulatory compliance
- Processed Florida and out-of-state vehicle titles to ensure proper documentation.
- Renew registration of motor vehicle, boot vessel or moped
Driver License Examiner
Florida department of motor vehicle
Miami, FL
01.2025 - 12.2025
- Administered written and oral tests on traffic laws to accurately assess applicant knowledge and ensure road safety
- Conducted outdoor road tests to evaluate driving skills and adherence to safety standards
- Performed CDL assessments to ensure applicants met commercial driving requirements
- Verified identity documents, processed license applications, and captured photos/fingerprints to maintain compliance
- Educated applicants on licensing requirements and processes to improve customer understanding and satisfaction
- Maintained detailed records for regulatory compliance and streamlined audit processes
Loss Prevention Officer
Eden Roc Miami Beach
Miami Beach, FL
04.2023 - 01.2025
- Implemented and maintained comprehensive loss prevention strategies to minimize theft and fraud within the organization
- Identified, recommended, and implemented systems to minimize loss of merchandise, money, or company assets, reducing shrinkage
- Audited and investigated sources of known losses, leading to corrective actions and improved security
- Recorded daily activities and maintained accurate records to strengthen loss prevention strategies
- Developed and maintained comprehensive loss prevention strategies to mitigate theft and fraud within the organization
- Conducted audits of inventory, cash handling, and security protocols to identify vulnerabilities and implement corrective actions
- Input daily activities and maintained accurate records to support loss prevention strategies
Intake Sales Specialist Remote
USMD
Doral, FL
05.2021 - 04.2023
- Assisted callers with enrollment in diabetic supplies, achieving accurate order processing and high customer satisfaction
- Processed reorders and claims while updating patient records to ensure compliance and streamline operations
- Directed callers to suitable departments for efficient handling of inquiries, enhancing call resolution and optimizing workflow
Shift Supervisor
Executive Security Services, Inc.
Opa-locka, FL
01.2018 - 03.2023
- Led team of 5-10 employees, managing scheduling and payroll to enhance operational efficiency
- Supervised shift operations for funeral homes, ensuring safety and professionalism during services
- Adjusted staffing plans to meet evolving business needs while supporting temporary staffing needs for family business
Control Center Operator
Towers of quayside
Miami Shores, FL
04.2020 - 05.2021
- Operated switchboard to manage communications and direct calls, ensuring efficient information flow
- Monitored 80 cameras and thermal systems to ensure property security and rapid incident response
- Utilized surveillance systems, CCTV cameras, and other security equipment to monitor store premises for suspicious activities or behavior
- Managed security operations to ensure safety protocols were followed and emergency responses as control center operator, enhancing incident management
- Implemented and managed comprehensive loss prevention strategies to minimize theft, fraud, and shrinkage
- Operated switchboard to manage communications and direct calls efficiently
- Identified vulnerabilities in security measures, recommending improvements to strengthen overall safety
- Provided front desk representation, greeting visitors and managing access control
Security Officer
Platinum Group Security- Miami & Broward
Doral, FL
02.2019 - 02.2020
- Secured property through regular patrols and access point monitoring to ensure safety and security
- Monitored construction sites to deter unauthorized access and prevent theft, enhancing overall site security
- Maintained accurate incident and activity logs through diligent data entry to support effective reporting
Member Service Rep
Molina healthcare
Doral, FL
09.2018 - 01.2019
- Assisted Medicaid members in Florida, Wisconsin, California, and Washington via inbound call center, resolving inquiries efficiently
- Assisted members in locating providers, securing medication approvals, obtaining medical equipment, and arranging home nursing transportation
- Assisted members in signing up for OTC $25 waiver for medicine and household items, increasing program participation
- Educated members to fully understand their medical insurance policies, improving satisfaction
- Sold health insurance to new customers and facilitated policy upgrades for established members to better align with their medical needs
- Guided members in signing up for OTC $25 waiver for medicine and household items, enhancing program participation
Customer Service Representative
Inktel Contact Center Solutions
Doral, FL
06.2017 - 09.2017
- Addressed customer emails, offering effective troubleshooting tips and swiftly resolving issues
- Resolved customer complaints through effective communication and problem-solving.
- Assisted customers with tax inquiries and payment processes.
- Provided information on local tax regulations and procedures.
- Managed inbound call center inquiries during temporary assignment, delivering timely and precise responses
Rural Carrier
United States Postal Service
Homestead, FL
06.2016 - 01.2017
- Sorted mail by delivery sequence to enhance route efficiency for delivery, arranging in delivery sequence to enhance route efficiency
- Sorted mail for delivery, arranging it in delivery sequence to optimize route efficiency
- Ensured accurate delivery by returning collected mail to post office with mail collected from homes, businesses, and public mailboxes, maintaining accurate records
- Submitted collected funds to maintain accurate financial records and receipts to maintain financial records for accountability collected along mail routes, ensuring accountability and compliance
Member Service Rep
Teleperformance
North Lauderdale, FL
05.2014 - 11.2015
- Managed high-volume inbound and outbound calls, interacting with potential and established members to assess needs
- Analyzed customer information to identify tailored solutions
- Guided members in locating in-network PCPs, securing medical equipment, and clarifying policy status
- Sold health insurance to new customers and facilitated policy upgrades for existing members to enhance coverage
Line Cook/Prep Cook
Earl of Sandwich
Miami, FL
09.2013 - 02.2014
- Prepared food dishes for service, ensuring quality and consistency
- Prepared desserts according to customer demand and menu specifications
- Counted cash registers at the end of shifts to ensure accurate financial reporting. and reconciled cash to maintain accurate daily sales
- Executed cash deposit drops at the bank to secure daily revenue and maintain financial integrity. to secure daily cash flow at the bank to secure daily revenue and support financial controls
Teller
Ofs check cashing
Miami, FL
10.2012 - 08.2013
- Cashed checks at bank branch, ensuring verification of customer identity and check authenticity. while verifying authenticity and adhering to security protocols
- Processed payments with high accuracy, enhancing customer satisfaction
- Facilitated loan applications at financial institution, ensuring compliance with lending guidelines., delivering timely financial services to customers
Education
ATI COLLAGE OF HEALTH
Miami, FL 01.2012 - 09.2013
High School Diploma -
North Miami Senior High School
Miami, FLSkills
- Customer and Personal Service
- Data Entry
- Written communication
- Medical Coding
- Security Protocols
- Cash management
- Office suite
- Medical billing Software
- Troubleshooting
- Time Management
- Learning technology
- Excel proficiency
- Communication Skills
- Medicare Contracts
- Operating Systems
- Front desk
- Complex Problem Solving
- Collections management
- Financial Transactions
- Coordination
- Financial Management
- Call Management
- Access database
- Dispatching
- Windows server administration
- Leadership
- Active Directory
- Network Support
- EMR systems
- Inventory auditing
- Technical troubleshooting
- Administrative support
- Speaking
- Training & Development
- DME
- Customer service
- Databases
- Critical Thinking
- Active Listening
- HIPAA
- Computer Networking
- Technical Support
- Desktop Support
- Microsoft Windows
- Writing
- Insurance verification
- Research
- Active Learning
- Analysis skills
- Intake
- Employee Relations
- Microsoft Outlook
- Reading Comprehension
- Software Applications
- Administrative Experience
- Search engines
- Computers and Electronics
- Monitoring
- Transportation
- Medical records
- Document analysis
- Cash handling
- Project Management
- Medical terminology
- VPN
- CCTV monitoring
- Medical office experience
- Word Processing
- Judgment and Decision Making
- Data collection
- Coding procedures
- Filing
- Quality Assurance
- Organizational abilities
- Care plans
- Typing
- Security
- Surveillance systems
- Customer Licensing
Certification
First Aid Certification
Accomplishments
- Motor vehicle vessel and title
Timeline
Customer Service Representative
Miami Dade tax collector
12.2025 - Current
Driver License Examiner
Florida department of motor vehicle
01.2025 - 12.2025
Loss Prevention Officer
Eden Roc Miami Beach
04.2023 - 01.2025
Intake Sales Specialist Remote
USMD
05.2021 - 04.2023
Control Center Operator
Towers of quayside
04.2020 - 05.2021
Security Officer
Platinum Group Security- Miami & Broward
02.2019 - 02.2020
Member Service Rep
Molina healthcare
09.2018 - 01.2019
Shift Supervisor
Executive Security Services, Inc.
01.2018 - 03.2023
Customer Service Representative
Inktel Contact Center Solutions
06.2017 - 09.2017
Rural Carrier
United States Postal Service
06.2016 - 01.2017
Member Service Rep
Teleperformance
05.2014 - 11.2015
Line Cook/Prep Cook
Earl of Sandwich
09.2013 - 02.2014
Teller
Ofs check cashing
10.2012 - 08.2013
ATI COLLAGE OF HEALTH
01.2012 - 09.2013
High School Diploma -
North Miami Senior High School