Customer Service Call Center
Resume:
Sameerah Ajayi ***********@*****.***
SUMMARY OF QUALIFICATIONS
Detail-oriented professional with nearly 15 years of experience in information management, human resources, customer service, and office administration. Professional and articulate with the ability to apply organizational skills to analyze data collected, develop monitoring systems for identifying risks, and assessing trend severity by auditing processes and procedures. Skilled in obtaining documents, clearances, certificates, and approvals from local, state, and federal agencies. Communicate in written, verbal, and presentation formats. Provide leadership while adhering to mandates from regulatory agencies as well as monitoring processes to ensure established procedures are always followed. Knowledge of Section 8 Housing Programs. Maintains essential records, inspection reports and files. Organized and efficient work ethic. Utilizes established systems and resources.
Skills•
Inter-Department Collaboration
Schedule Management
Research, Process requests
Strong Conflict Resolution Skills
High Performance- Deadlines
Training and Development
Case Management- Recertifications
Coordinates Inspections
Creative Problem Solver
Familiar with El V System & Reports
Inspection Scheduling
Planning and Organization
PROFESSIONAL EXPERIENCE
State of New Jersey — Department of Community Affairs East Orange, NJ
Field Representative- Temp January 2019 — Present
•Complete inspection reports of findings for Section 8 Housing. Ability to analyze, comprehend, and interpret municipal rules, regulations, procedures, and ordinances and apply them to different programs. Treating every case and tenant as a priority regardless of program or level.
•Assist all office employees with overflow of cases while also carrying an assigned caseload, review and analyze documentation from both tenants and landlords. Communication with service connectors in assistance with certifications for providing housing to low-income residents.
•Completes all initial, annual and interim reexaminations for all assigned cases following specific program regulations that apply to households specific granted assistance.
•Communicate effectively with office team and other County offices, always provide assistance within compliance to privacy-related matters. Spearhead activities in planning and execution of projects from startup to completion timely and effectively.
•Research and gather necessary information while efficiently preparing proposed responses. Makes recommendations.
•Maintain close communication with landlords and property management and other supportive housing agencies and service providers. Verify cases with required documents for lock-in.
•Handle HQS Inspections coordination with clients, landlord, service providers and other Federal and State Government departments office wide. Provide timely and detailed service reports for new moves initials, Special Inspections and re-inspections ensuring that the units comply with housing standards. Case management, filing, scanning budget revisions all timely and effectively to stay in accordance with our office goals.
•Recertification, Reexam packets and Notice to Landlord mailing monthly and as scheduled office wide. Monitors and requests assistance in negotiating leases and payment contracts with rental property owners or their agents on behalf of program participants.
•High performance of case submission prior to deadlines that meet all quality assurance reviews.
•Meets ail set standards and regulations for specific assistance type.
•Prepares clear, technically sound, accurate, and informative reports of program activity containing findings and conclusions. Clear communication with peers and senior field representative regarding case management.
•Evaluates dwellings to ensure compliance with HUD and State Housing Quality Standards Identify any violations and monitors for compliance. Implement necessary actions when it has been determined necessary per regulations.
•Coordinates Inspections for initial inspections and or special inspections.
•Proactively identifies areas within the daily operations of the office that may be improved or enhanced and provide clear and effective feedback to leadership team.
•Strong understanding and use of all office technologies and provides cross training and support to other team members office wide.
Execu Search (Temp Agency)
HR Coordinator March 2018 — October 2018 Provided operational and administrative support to HR Department. Supported processes and work functions of HR Department for CS office. Ensured all activities were executed upon with highest level of care and customer service. Developed privacy procedures in compliance with HR privacy policies.
•Provided organizational leadership via extensive skills in utilizing a wide range of available HR resources.
•Maintained confidentiality/discretion in all workplace issues. Made time-off updates and adjustments to Timekeeper to payroll accuracy. Led in handling the release of privacy-protected HR information. Performed various projects, tasks, or duties as needed or assigned. Investigated data breaches and recommended appropriate remediation. Ensured the appropriate utilization of HR records management.
•As HR Coordinator, led in initiating/conducting internal compliance reviews, assessments, and audits. Fielded, directed, and provided answers to employee questions while providing exceptional customer service in all interactions. Served as backup Receptionist during vacations and other time off as needed.
Conduent
Quality Assurance Team Lead January 2011 — February 2018
•Helped with other in-training staff as a subject matter expert. Educated and encouraged people to advocate on their own behalf thus fostering a sense of empowerment, independent and assertiveness.
•Developed skills necessary to ensure compliance with procedures related to customer service and the governing and protection of client information, which involved safeguarding of customer data and information while supporting accountability and transparency related to protection of personal data.
•Directed training of new team members and mentored each to promote accuracy and friendly service.
•Completed documentation and logs each day and generated weekly reports detailing service activities.
•Actively interacted with both pharmacies and patient advocates to resolve patient inquiries and concerns.
XEROX
Call Center Customer Service January 2007 — December 2010
•Greeted customers in a timely fashion, while determining their needs. Provided an elevated customer experience to generate loyal clientele. Answered questions about product availability and shipment.
•Handled claims consistent with client and corporate policies, procedures, best practices, and regulations.
•Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Gathered sensitive information to update customer profiles. Assisted with the appeals processes.
•Educated customers about the brand to incite excitement about the company's mission and values.
•Handled all customer relations issues in a gracious manner and in accordance with company policies.
•Worked with the management team to consistently implement the proper division of responsibilities.
•Collaborated with human resources in implementing new policies and procedures within the call center.
Star Ledger / Trenton Times Newark, NJ
Team Lead - Marketing and Classified Ads Circulation January 2005 - December 2007 Ensured that information received was disseminated to the appropriate areas and that employees adhered to mandates and that monitoring was conducted to ensure document policies/procedures were followed.
•Provided leadership in researching/updating all required materials needed for firm and partners. Verified data integrity and accuracy. Experienced in analyzing documents for appropriate distribution and filing.
Assisted various business groups with document organization and dissemination during acquisitions. Entered details, such as: payments, account information, and call logs into the computer system. Performed initial client assessment and analysis. Efficiently responded to customer requests via telephone and email. Obtained documents, clearances, certificates and approvals from local, state and federal agencies.
The Mark Parsippany Parsippany, NJ
Assistant Property Manager February 2002 — December 2004
•Inspected and prepared units for HUD inspections to ensure compliance with high success rate.
•Resolved any identified deficiencies resulting from HUD inspections to bring unit into compliance.
•Met with tenants to assist with completing necessary HUD and state renewal documents and intake packets.
•Assisted in explaining process and HUD regulations during briefings.
•Communicated with local HUD field office to help ensure tenants renewals were completed and processed in timely manner.
Sameerah D. Ajayi 973-***-****
EDUCATION
Essex County Community College • Newark, NJ Associates of Science - Business Administration
PROFESSIONAL SKILLS
•Mastery of Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides).
•Comfortable working in both Microsoft Windows 10 and Mac OS X.
•Excellent communication skills with a focus on team-building and customer relations.
•Outstanding organizational, multitasking, and problem-solving abilities.
•Knowledge of Housing Quality Standards and compliance.
•Coordinated Annual Inspections, Initial Inspections of New Admissions and Interim Moves. Knowledge of Housing Program rules and regulations for State Rental Assistance Programs and section8 Housing Choice Voucher Programs.
VOLUNTEER EXPERIENCE
Parent's & Teachers Association (PTA) - Pompton Lakes, NJ 09/2018 - PRESENT Non-Profit Organization
•Volunteer chef and chaperone for students of Pompton Lakes Highschool for field trips and events.
•Collaborated with several teams of parents to ensure successful completion of required project.
Usher's Union - Abyssinian Baptist Church Newark, NJ 01/2004 - PRESENT
Mentoring Organization
•Worked as a volunteer mentor to empower and support children.
•Developed productive after school activities for young adults to reinforce positive learning.
AWARDS AND HONORS
Outstanding Customer Service Award - Conduent 01/2018
•Recognized for outstanding service to clients and dedication to fellow employees.
•Received one of two awards given in a corporation of 1000+ employees.
LANGUAGE COMPETENCIES
• English: native language
Contact this candidate