Requests
15
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
AARPOmbudsman Specialist
Sep. 2024Washington, District of Columbia, United States- Managed an average of 150+ high-profile escalations per week, effectively balancing the needs of members and organizational constraints.
- Ensured 100% compliance with service-level agreements by resolving cases within established 5-business-day timeframes.
- Managed and processed 600+ escalated external cases per month, ensuring accuracy and completeness in all follow-ups.
- Resolved 95% of escalated customer disputes within 48 hours, ensuring swift and satisfactory resolutions.
American ExpressCenturion Membership Manager
Jul. 2022 - Sep. 2024Remote• Strategically consulted with Card Members to educate them on benefits and grow engagement through relationship development.
• Drove sales through outstanding service and deep knowledge of Amex’s travel, lifestyle, and card products and benefits.
• Established relationships with travel and lifestyle partners to provide exceptional experiences for cardmembers.
• Utilized consulting skills to recommend tailored products and services to Cardmembers.
• Managed customer service escalations and ensured first-call resolution.
• Serviced clients globally and managed email communication effectively.
American ExpressCenturion Membership Professional
May. 2022 - Jul. 2022Remote• Collaborated with Membership Managers to service Cardmembers’ needs.
• Leveraged internal resources to gain deeper understanding of Cardmembers and deliver outstanding service.
• Managed customer service escalations and ensured first-call resolution.
• Identified and resolved technical, account, and program-specific issues proactively.
• Serviced clients globally and managed email communication effectively.
American ExpressPlatinum Travel & Lifestyle Agent
Nov. 2021 - May. 2022Remote• Supported multiple accounts with dedicated tools and technology.
• Assisted customers with booking urgent travel needs and customized travel experiences.
• Educated customers on products, programs, and services related to flights, hotels, and cars.
• Troubleshooted customer issues and guided them on the travel website.
• Managed customer service escalations and ensured first-call resolution.
• Serviced clients globally.
HackerUAdmission Advisor, Digital Marketing Certification Program
Jun. 2021 - Aug. 2021Remote• Managed end-to-end engagement process for prospects from recruitment to enrollment.
• Conducted comprehensive phone screens to evaluate fit for the program.
• Performed a daily average of 150 outbound calls to potential students.
• Shared program details and career opportunities to build interest and excitement.
• Assisted in building brand awareness.
2UAdmissions Counselor, Baylor University - Master of Social Work (MSW) Program (Online)
Mar. 2019 - Jun. 2021Lanham, Maryland• Established rapport and built relationships with potential students using a consultative approach.
• Guided prospective students through the admissions process.
• Achieved individual sales targets and developed strategies to drive recruitment, resulting in revenue of over $3.9 million.
• Utilized Excel, Talkdesk, Salesforce, Conversica, and Intercom to streamline communication.
• Managed schedules for a team of 9 Admissions Counselors on Team.
University of Maryland Global CampusAcademic Program Specialist, Transcript Department
Feb. 2019 - Mar. 2019Largo, MD• Processed transcripts and student documents using enterprise content management system.
• Verified student information and ensured accurate data capture.
• Handled transcript inquiries and provided support through various communication channels.
Pension Benefit Guaranty Corporation (PBGC)Software Tester (Manual)/Jr. Business Analyst
Feb. 2018 - Sep. 2018Washington D.C. Metro Area• Worked on multiple projects, gathered requirements from business stakeholders and performed process analysis.
• Performed functional testing on software using manual methods.
• Interacted with SMEs and stakeholders for requirements gathering.
• Wrote test cases, performed UAT, and reported bugs.
• Supported senior management at regional training meetings.
Pension Benefit Guaranty Corporation (PBGC)Operations Specialist
Nov. 2016 - Feb. 2018Washington D.C. Metro Area• Supported PBGC’s user community and documented customer inquiries.
• Provided troubleshooting, triage, and technical support.
• Analyzed and evaluated problems to perform corrections.
The Queen's English PRPublic Relations Intern
Nov. 2014 - Jan. 2015Virtual• Solicit 5-10 Businesses weekly for Working Woman Wednesday Blog
• Assist with developing media contact lists for Fashion and Beauty and updating list with 10-15 contacts weekly
• Maintain Agency’s Monthly Newsletter and Developed Blog Content
• Solicit 1-2 New Business accounts Monthly for PR and Branding Services
• Assist with securing sponsors for Scholarships
• Create social media awareness campaigns
National Science Foundation (NSF)Fastlane eBusiness Analyst
Aug. 2014 - Nov. 2016Arlington, VA• Graduate Research Fellowship Program
o Worked in the Graduate Research Fellowship Program (GRFP) Command Center creating technical solutions for professors who served as panelists reviewing over 25,000 applications for research funding. o Served as the Subject Matter Expert providing specialized, technical assistance, and staff support with navigating proprietary applications within the federal government environment for grant proposal submission and management.
o Supported panelists through the WebEx application via phone and email.
• Liaise with Agency contacts to investigate and resolve business application issues.
• Maintained and updated documents in SharePoint.
• Train new employees on proprietary applications (Fastlane, eJacket, Research.gov, MyNSF, Award Client Server).
• Create user guides and instructions for various applications and software used by the Foundation
• Run Queries to extract, transform, and load statistical data from various relational and non-relational sources into database systems.
Surayyah Tatum Public Relations Public Relations Intern
Jan. 2014 - Jun. 2014Virtual • Research celebrity coaches for acting, hosting and public speaking services • Collaborate with Team of Interns to:
o Create event schedules using Google Docs and Spreadsheet
o Create press plan and write media press releases o Pitch clients for speaking engagements, performances, hosting events and celebrity guest appearances at conferences, workshops, and television shows.
Haute Kinky HairDirector Of Public Relations
Mar. 2013 - Sep. 2016Virtual• Build awareness and a favorable image of the company through written press releases.
• Work with members of the news and social media to build a favorable image by publicizing the product through stories in print and broadcast media.
• Closely monitor numerous media outlets for public comment about the company.
• Manage all crises that threaten company or product image.
• Build goodwill among the company’s target market through special programs and events.
• Plan, promote and execute Regional Signature Brunch Tour and Meet-ups in major cities.
• Cultivated relationships with bloggers, vloggers and content creators in the natural hair and beauty communities.
• Manage Administrative Staff, Interns, and Beauty Insiders.
National Science Foundation (NSF)Jr. Systems Analyst
Jan. 2012 - Jul. 2014Arlington, VA• Support NSF's employee population by taking the initial customer inquiry via walk-ins, phone or email for technical support.
• Resolved or escalated customer requests for further action as needed.
• Conduct laptop security scanning assisting customers with device compliance checks.
• Managed workload by querying database for open and pending requests to resolve or update as needed.
• Perform account administration: reset passwords or unlock accounts in accordance with security guidelines using Active Directory.
• Used Siebel (helpdesk ticketing system) to enter incoming technical issues with appropriate details as well as track assigned, open and pending requests needing updates.
• Oversees onboarding of new hires and Complete exit processing for departing employees and contractors.
Intch is a Professional Networking App for the Future of WorkSee more people like Tyesha on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
643498 people
17
Executive Creative Director / Art Director / Founder @ Those Guys Are Great, Inc
24
Partnership Marketing @ DonorsChoose
18
Technologist, Project/Program Manager
46583 people
15
Human Resources @ UB Greensfelder
42
Senior Mining Engineer @ Riot blockchain
41
Financial consultant @ Standard capital corporation