DESIREE O.S. KNIGHT

[*** STUYVESANT AVE. IRVINGTON, NJ 07111] [201-***-****] [ad304w@r.postjobfree.com]

■ Objective – Diligent and personable human services specialist seeking a challenging but rewarding role in a position where I can use my interpersonal and problem-solving skills to provide the highest level of support to customers

Key Skills and Qualifications

Problem Analysis Problem Solving Organizational Skills

Customer Service Orientation Adaptability Initiative

Strong Interpersonal-Communication skills

EDUCATION

Rutgers, the State University of New Jersey Bachelor of Arts and Sciences 2010 – Social Work Major

Rutgers, the State University of New Jersey Graduate School of Social Work

WORK EXPERIENCE

HUDSON COUNTY DEPARTMENT OF FAMILY SERVICES

HUMAN SERVICE SPECIALIST I

257 CORNELISON AVE. JERSEY CITY, NJ 07302

10/2017 –present

Conduct in person and telephone interviews with the public to obtain, clarify, and verify information to determine eligibility for the Adult Medicaid Program.

Review information on forms, applications, and other financial assistance documents for completeness and accuracy during the eligibility process.

Assist in the analysis of information for the purpose of determining eligibility for program services.

Provide applicants with information to seek benefits from other agencies such as the Social Security Administration, Veterans Administration, and State Employment Service.

Performs the field and office work involved in determining the economic needs of clients and their eligibility for various financial and other public assistance programs.

Collect, review and record data and information to evaluate the client's need for support services.

Provides information for the preparation of case summaries for hearings and attended hearings when required.

UNITED STATES POSTAL SERVICE

Mail Processing Clerk

1200 HARRISON AVE. KEARNY, NJ 07032

11/2020-present

Sort outgoing and incoming mail using the appropriate sort program or manual distribution scheme.

Load mail onto automated equipment, culling out non-processable items; enters sort plan and starts equipment; monitors flow of mail to ensure continuous feed; sweeps separated mail from bins stackers; and stops equipment when distribution run or operation is completed.

Run machine reports, clears jams and contacts maintenance for assistance when required.

Prepare work area, ensuring all necessary support equipment and materials, including labels, trays, and other containers, are in place.

Removes sorted mail from bins or separations and places into appropriate trays or containers for further processing or dispatch based on knowledge of operating plans and dispatch schedules, or at the instruction of supervisors or expediters; may riffle or verify mail to ensure sortation accuracy as needed.

CUSTOMER SERVICE REPRESENTATIVE

Altice USA, Newark, NJ

494 BROAD ST. NEWARK, NJ 07102

10/2014 –10/2017

Responded promptly and answered/resolved customer inquiries and complaints.

Investigated and resolved service issues and/or product problems.

Managed customers’ database accounts, performed customer verification and processed applications, orders and requests.

Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.

Kept records of customer interactions and actions taken, including – transactions, comments, inquiries, and complaints.

Supplied customers with written responses and information and followed up on customer communications.

PREMIER SECURITY SERVUCES

CONCIERGE

420 MT. PROSPECT AVE. NEWARK, NJ 07104

11/2010-10/2014

Maintained oversight of the security of the premises and liaise with other security personnel and statutory law enforcement.

Managed entry and exit to the premises to prevent unauthorized access including security screening and searches.

Answered telephone calls to take messages, answer questions, and provide information during out-of-hours when the main switchboard could be closed.

Kept records and written reports of daily activities and in particular irregularities and emergencies that have been dealt with. Logging actions taken and the outcomes.

Provided high-level customer service following the established standards and expectations of the establishment

ACHIEVEMENTS

Developed the customer service policy for the organization: Developed customer service procedures, performance level and QA standards for the organization.

Evaluated changing factors frequently to achieve high customer satisfaction level.

Analyzed statistics and other data to determine the level of customer service performance achieved by the team

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