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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.
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