Customer Service Manager

KHAILAH N. KNIGHT

*** ******* ***** *****, ******, NC 27529 919-***-**** **************@*****.***

P RO F I L E

Extensive background in HR generalist affairs, including experience in assisting recruiters with

employee recruitment, job description development, directing employees to the correct HR Representative

for conflict resolution, hands on benefits and compensation changes, HR records management, HR

policies/procedures and legal compliance.

Administrative support professional offering versatile office management skills and proficiency in

Microsoft Office programs and Human Resources computer platforms.

Strong planner and problem solver who readily adapts to change, works independently as well as in a

team setting and exceeds expectations. Able to juggle multiple priorities and meet tight deadlines without

compromising quality.

COMPUTER/ OFFICE SKILLS

Office Management Spreadsheets/Reports Calendaring

Records Management Database Administration Front-Desk Reception

Executive Support MS Word MS Excel

MS PowerPoint MS Outlook MS Access

ACT Taleo Focus

HR SKILLS

Employment Law Staff Recruitment Training & Development

FMLA/ADA/EEO/WC Benefits Administration Performance Management

HRIS Technologies HR Program/Project Management HR Policies & Procedures

E D U C AT I O N

General Education Development Diploma, Essex County Community College, NJ 1998

W O R K E X P E R I E N C E

RICH PARK APARTMENTS, Raleigh, NC

Property Manager July 2012 May 2014

• Helps manage and operate an Affordable Housing community totaling 100 units.

• Completes Yearly Recertification and works with Section 8 to inspect units and ensure monthly payments being

made.

• Prepares the financial documents for the CAHEC and NCHFA quarterly and yearly inspections.

• Assists in overseeing development of, maintaining of and monitoring of property budget as well as accounts

payable, accounts receivable, and ordering supplies.

• Responsible for all third party verifications of residents during rehabilitation and recertification process.

• Assisted in overseeing a successful multi million dollar total property renovation and relocation project resulting in

100% lease up.

• Also ensured that all rehabilitation activities were conducted in compliance with all local, state and federal,

landlord/tenant and real estate laws.

Dec.2010 July 2012

PRIVATE CHILDCARE PROVIDER, Raleigh, NC

• Instructed children in health and personal habits such as eating, resting, and toilet habits.

• Read to children, and taught them simple painting, drawing, handicrafts, and songs.

• Organized and participated in recreational activities.

• Other responsibilities included assisting in preparing food for children and serving meals and refreshments to

children, organizing and storing toys and materials to ensure order in activity areas, operating in house daycare

centers hours, sterilizing bottles and preparing formulas.

K . K N I G H T, PAG E 2

• W O R K E X P E R I E N C E, C O N ’ T .

FIDELITY INVESTMENTS, Durham, NC

Client Management Specialist II Dec. 2008 Oct.2010

• Serviced customers by researching, processing and resolving customer/client HR and W2 questions and transactions.

• Managed XTRAC and/or processed and project work load and identified and reported on trends and issues.

• Was responsible for supporting Customer Support Services (CSS), Client Services and FHRS Operations

departments by investigating, processing and resolving customer/client issues related to employee/employer tax, W2

inquiries, payroll discrepancies and benefit deduction issues and concerns.

• Customer/client issues ranged in scope from complex payroll tax questions to assistance with or processing

of payroll transactions as well as entering data into HRIS.

• Possess detailed knowledge of client's payroll and access to informational sources that include but, are not limited to,

on line benefits information reference tools and user procedures.

• Serviced clients such as Bank of America, Visteon, ABB and BASF in payroll and talent management duties.

MANGELLAN HEALTH SERVICES, Parsippany, NJ

Customer Service Associate I April 2008 Nov.2008

• Actively listened and probed callers in a professionally and timely manner to determine purpose of the calls.

Researched and communicated information regarding member eligibility, benefits, EAP services, claim status, and

authorization inquiries to callers while maintaining confidentiality.

• Researched and communicated information regarding member eligibility, benefits, EAP services, claim status, and

authorization inquiries to callers while maintaining confidentiality. Resolved customer administrative concerns as

the first line of contact this may include claims resolutions and other expressions of dissatisfaction.

• Comprehensively assembled and entered patient information into the appropriate delivery system to initiate the EAP,

Care and Utilization management programs.

• Thoroughly documented customers’ comments/information and forwards required information to the appropriate

staff.

• Performed necessary follow up tasks to ensure member or provider’s needs are completely met.

• Participated in Care Management Center activities as requested that help improve Care Center performance,

excellence and culture.

• Assisted in the mentoring and training of new CSAs. Remained responsible for updating self on ever changing

information to ensure accuracy when dealing with members and providers.

NEWARK HOUSING AUTHORITY, Newark, NJ

Senior Clerk Typist/ Assistant Manager Dec. 2000 June2005

• Provided administrative support for various sites in the agency and the Director of Property Management.

• Scheduled and conducted Annual Housing Inspections, Recertification, preparing L&T’s documents for court as

well as making court appearances in Tenancy Court when the site manager was not available as Assistant Manager.

• Was in charge of sending out notices to cease, inspection notification, recertification packets and other general

information to all residents in a timely fashion.

K . K N I G H T, PAG E 3

• W O R K E X P E R I E N C E, C O N ’ T .

• Recorded, logged and accepted rent payments made on a daily basis by residents and turning it into the Rent

Collection Department.

• Received daily work orders from residents and making sure that they are completed in a timely fashion, entered into

the proper system and filed away in the proper order for the use of HUD Annual Inspections.

• Assisted Site Managers with daily duties, such as, faxing, filing, typing, greeting and assisting residents with all

complaints and questions, answering and logging switchboard calls.

• Oversaw a wide variety of administrative functions, supporting all director level projects and information

management processes.

• Compiled and analyzed data from monthly reports to prepare staff presentations to executive management.

PARK TOWERS ASSOCIATES, Newark, NJ

Clerk July 2000 Oct.2000

• Provided daily clerical/administration duties for the Newark Housing Authority in the Occupancy Department.

• Sent notices to potential residents informing them of appointments to start their residency application as their

position on the waiting list came to the top.

• Confirmed all documentation that was needed for the completion of the housing application was accurate for the

Occupancy Specialist.

• Accepted new residents’ first month’s rent and ensuring it is posted to the correct account number. Informed

potential residents when they called concerning their positions on the waiting list.

PROFESSIONAL DEVELOPMENT

Completed ongoing training in the areas of compensation and benefits, employee and labor relations, leaves of

absence, workers’ compensation and workplace safety/security.

COMPLETED CERTIFICATES

Fair Housing Certificate Completed July 2012

Preventing Sexual Harassment Completed August 2012

Drug Free Workplace Completed August 2012

Customer Service as a Competitive Advantage Completed August 2012

Leasing for a Living Completed September 2012

Business Etiquette Completed August 2012

Property Management Financials Completed August 2012

Curb Appeal Completed August 2012

Preventative Maintenance Completed September 2012

Maintenance for Office Staff Completed September 2012

Contact this candidate