I am a results-driven operations and customer service professional with experience across administration, data governance, billing support, and high-volume client relations.
I have worked in fast-paced environments where accuracy, compliance, and clear communication were essential. My background includes managing complex inquiries, resolving disputes, and maintaining detailed records across multiple systems.
I am especially strong in workflow improvement and operational coordination. I have helped establish structured reporting processes, supported executive-level compliance standards, and contributed to more efficient day-to-day operations.
My experience also includes working with sensitive information, CRM platforms, and cross-functional teams. I am comfortable balancing customer needs with policy requirements while keeping service quality high.
I bring a calm, empathetic approach to problem-solving and have used that strength in both customer-facing and administrative roles. I enjoy helping people navigate complicated systems and find practical solutions.
I am currently building on my academic background in psychology while continuing to grow in operations, support, and administrative leadership roles.
Manage a high volume of inbound inquiries regarding E-ZPass accounts, billing discrepancies, and tolling network issues. De-escalate customer interactions, explain policies and account protocols, and use tools such as Finesse, Verint, Vistio, and Vector to document cases and maintain schedule adherence.
Processed tuition payments, handled student billing inquiries, clarified account statements, and updated records with financial adjustments and refunds while maintaining compliance with institutional policies.
Coordinated facility operations, vendor management, inventory procurement, and internal reporting. Established a Weekly Data Protocol to create auditable operational records and served as Operational Triage Lead for urgent cross-departmental requests.
Processed membership applications, supported members with dues and benefits questions, assisted with login and website issues, and maintained CRM database integrity for high-volume records.
Handled member inquiries about benefits, union policies, and professional resources. Used Salesforce to track interactions, document cases, and coordinate with departments while maintaining confidentiality.
Assisted individuals with developmental disabilities by coordinating resources and support services, providing guidance on housing and childcare voucher applications, and collaborating with interdisciplinary teams.
Managed inbound and outbound calls, delivered efficient customer service, and maintained a professional and empathetic approach while resolving concerns quickly.
Processed customer data into CRM systems, handled escalations related to insurance and shipping, supported daily call volume, and created a training guide for new employees.
Supported check-in and check-out processes, organized supplies, managed mail distribution, and coordinated holiday events for guests.
Bachelor of Arts, Psychological Development
Associate of Arts, Psychology
Dean's List: Fall 2022. GPA 3.5.
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