Haneefah

Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful professional with proven success leading productive teams, in diverse arenas to drive growth initiatives and marketing to maximize brand outreach.

Business Manager at SE-ACT Services (2018-01 – Present)

• Handles incoming calls and emails.
• Maintains filing systems and records management.
• Develops and implements budgets, and oversees billing and financial performance.
• Processes invoices and manages the office budget.
• Manages marketing and promoting logistics.
• Oversees office supplies and equipment inventory.
• Hires, trains, and supervises operational staff to ensure they meet performance standards.
• Identifies areas for improvement within operational processes and implements changes to streamline workflows and increase efficiency.
• Oversees quality assurance programs to maintain high standards in products or services delivered.
• Deploys health and safety initiatives to support a zero-incident culture.
• Ensures production objectives are met within approved budget, schedules, and quality specifications.
• Develops improvements in production methods, standards, and procedures to ensure effective use of resources.
• Works 10 hours or less weekly

Help Desk Technician at GDIT (2024-01 – 2025-04)

• Assist and support end-users with technical issues and questions related to specialized navy software systems and applications via multiple support channels, including phone, email, chat sessions, web forms, and other communication methods available.
• Apply basic troubleshooting, issue isolation, and diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions, and knowledge articles.
• Thoroughly document requests and incidents according to business processes and standard operating procedures.
• Document detailed, specific work notes regarding the interaction with the customer.
• Provide case status updates to management and end-users according to service level guidelines.
• Maintain a high level of courteous customer service at all times.
• Communicate with customers at all levels of technical and non-technical skill sets.
• Worked 40 hours weekly

Computer Operator II at GDIT (2022-10 – 2024-01)

• Responded to incoming service calls and/or self-service ticketing queues on behalf of our client to provide accurate and appropriate information.
• Identified, evaluated, and prioritized end-user issues to ensure that inquiries were successfully resolved.
• Utilized troubleshooting techniques to resolve hardware, software, and network issues.
• Documented incident status and solutions in incident database tools.
• Diagnosed, identified, isolated, and analyzed problems utilizing historical database records.
• Performed clerical and/or administrative duties as assigned.
• Worked 40 hours weekly

Customer Service Representative I at GDIT (2019-10 – 2022-10)

• Answered incoming phone calls on behalf of the client; provided accurate and appropriate information to callers.
• Complete call guides; gathered and verified required information.
• Attended telephone skills and program information training sessions; adhered to established levels of service.
• Adhered to established customer service and documentation standards within required frames.
• Adhered to contact center scheduling, ensured telephone coverage during contact center hours for operations.
• Worked 40 hours weekly

Cashier at Podnuh's BBQ (2019-05 – 2019-10)

• Assisted with the flow of guests by taking food and drink orders as needed.
• Handled cash at the beginning and end of day revenue reconciliation, and applicable paperwork.
• Ensured proper food presentation and storage.
• Assisted with clean-up throughout the shift.
• Assured that the quality of food and the arrangement of dishes are as per the standards marked by the higher authorities.
• Implemented strategies to improve customer experience.
• Worked fluctuating hours 15-30 hours weekly

Customer Service Representative at Teleperformance (2018-10 – 2019-01)

• Resolved customer complaints via phone, email, and mail.
• Cancelled and upgraded accounts.
• Took payment information and other information, such as addresses and phone numbers.
• Utilized computer technology to handle high call volumes.
• Worked with customer service managers to ensure proper customer service was being delivered.
• Maintained a positive, empathetic, and professional attitude toward customers at all times.
• Kept records of customer interactions, transactions, comments, and complaints.
• Processed orders, forms, applications, and requests.
• Worked 40 hours weekly

Family Advocate at Providence House (2017-04 – 2018-10)

• Used technology to enhance residence achievement and professional growth.
• Evaluated resident process coordination with the case manager.
• Maintained accurate and up-to-date records.
• Counseled residents for the continuance of motivation in the pursuit of goals.
• Remained professional regarding sensitive cultural diversity and disabilities, as well as varying socio-economic backgrounds.
• Assisted in the dining room and recorded the total meals required.
• Checked on resident chores, documented levels sheet, ensured children were in the area for the bus, and made rounds through the building as required.
• Worked 40 hours weekly

Youth Support Specialist at Ekayha Youth Project (2015-06 – 2017-08)

• Provided individual and group counseling services to youth in a culturally responsive and strengths-based manner.
• Designed and facilitated including engaging in educational youth programs and activities.
• Partnered with community organizations, schools, and other family support groups to provide resources and support to youth and their families.
• Collaborated with program staff to assess the needs of youth and families, and developed and implemented programs and services to meet those needs.
• Maintained accurate and confidential records, and documentation of youth services and activities.
• Attended and participated in regular staff meetings and training opportunities
• Worked fluctuating hours 25-40 hours weekly

Facilitator at The Arc of Caddo Bossier (2015-02 – 2015-11)

• Assessed program participants' strengths by utilizing formal and informal measures.
• Taught and modified program curriculum individualized to each participant's needs.
• Lead group discussions and activities.
• Supported individuals and teams in the development of goals.
• Advocated for individuals with disabilities.
• Participated in a multi-disciplinary, self-directed team.
• Maintained personal vehicle and driving eligibility to transport program participants.
• Compiled with policies addressing program participant rights, responsibilities, and confidentiality.
• Established a positive, considerate, and collaborative relationship with program participants and team members, attending team meetings and being respectful of values and varying lifestyles.
• Complied with required documentation standards.
• Worked 40 hours weekly

Certification in HDI Support Center Analyst – General Dynamics Information Technology (2024)

Certificate in Computer Repair – Bossier Parish Community College (2024)

Certification in Help Desk Specialist – Bossier Parish Community College (2021)

Certification – American School of Business, Computer System Infor (2011)

High School Diploma – Northwood High School (2004)