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Certification Liaison

Location:
Newark, New Jersey, United States
Salary:
40k+
Posted:
September 14, 2018

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Resume:

SHAKIRA THOMAS

*** ***** **., *** **., Newark, NJ 07112 201-***-**** **********@*****.***

Professional Profile

Superior communicator who is extremely fast-paced and eager to learn. Proven track record of being self-motivated and disciplined. Great at deescalating matters, and obtaining rapid resolution. Extensive experience in servicing customers, via web, email, telephone and in-person. Strong verbal and written correspondence, well-organized and highly efficient. Result-oriented, dependable professional, experienced in customer service and sales.

Qualifications

Professional Experience

Certification Liaison 04/2018 - Present

NJ Transit Access Link

• Experience in interacting and working with people with cognitive and physical challenges.

• Set up and maintain paper and electrinic filing systems for records, correspondence, and other materials.

• Administer department programs, projects and process according to ADA guidelines.

Service Monitor 04/2017 to 04/2018

NJ Transit Access Link

Responsible for customer inquiries in Real Time via telephone and/or SPARK(messenger) regarding ridership transportation needs.

Effective listening, probing & problem solving skills performed to ensure safe, on-time, professional and compassionate service is demonstrated at all times.

Ensuring our service providers are in compliance with ADA Paratransit guidelines and policies by utilizing PASS tools including AVL/GIS.

Performs other duties as required or asked by ADA Services including but not limited to voluntarily participates with assisting the Reservationist Team in completion of booking Next Day & Future Reservation trips including Cancellations or Standing Order Holds.

De-escalate possible major issues surrounding scheduled times, locations, shopping guides and much more.

Customer Care Specialist 04/2014 to 11/2016

Empire CLS Int. Secaucus, NJ

Directly interact with, respond to, investigate and resolve customer inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner.

Research and resolve customer complaints and/or billing issues, obtain customer feedback information, and effectively communicate answers to customer issues from applicable internal staff members and internal resources

Prepares reports and correspondence as needed, check voicemail throughout each day, identify trends in incidents, and coordinate with management to determine a resolution.

Benefits Coordinator/Administrator 09/2009 to 04/2014

Xerox, HR- Connections Secaucus, NJ

Responsible for inbound/outbound Open Enrollment and Qualifying Life Event elections for major clients across the USA.

Identified constituent’s needs with willingness to listen, understand and resolve any inquiries in regards with certain health plans and/or specific guidelines associated with the Internal Revenue Service, COBRA & HIPPA Laws

Stabilized emotional clients concerned about their medical needs in a very professional and confidential manner.

Cross trained to improve flexibility and provide coverage in various areas when needed. 02/2004 to 5/2006

Education

BA in Information Technology Management October 2016- Present

University of Phoenix Online

Administrative Office Technology- AA Degree May 1997

Plaza School of Technology XXX, NJ



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