MARIAMA KARGBO
Chester
Summary
Friendly Customer Service Specialist with 15+ years background in various technical and functional settings. Knowledgeable about security, service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach.
Overview
19
19
years of professional experience
1
1
Certification
Work History
ID Cards/DEERS- GC II
Gemini Tech Services, LLC
12.2022 - Current
- Oversee the day to day standard operating procedures on issuing ID cards to Military Contractors, Government and Family members.
- Analyze, research, and identify problems and apply necessary courses of action to update information in the DEERS system for military and civilians to receive the correct document.
- Monitor/report on expected time of completion of work and maintain records of work accomplishments and time expended..
- Review and update client correspondence files and scheduling database.
- Obtain scanned records and uploaded them into database.
- Improve operations through consistent hard work and dedication..
- Devote special emphasis to punctuality and worked to maintain outstanding attendance record.
- Collaborated with team members to achieve target results.
- Receive and process stock into inventory management system.
- Actively listens to customers' requests, confirming full understanding before addressing concerns.
- Manages over 50 customer calls per day.
- Saved $20,000 by implementing cost-saving initiatives that addressed long-standing problems.
- Offer friendly and efficient service to customers, handled challenging situations with ease.
- Demonstrate respect, friendliness and willingness to help wherever needed.
- Create spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Participate in team-building activities to enhance working relationships.
- Develop and maintain courteous and effective working relationships.
- Controls and issues identification tags and Geneva Convention Cards to military members, deploying civilian employees and other eligible recipients.
- Screens Soldiers, family members and dependents for purpose of visit.
- Briefs Soldiers and family members on policies and procedures.
- Maintains the Defense Enrollment Eligibility Reporting System (DEERS) and the Real-Time Automated Identification System (RAPIDS).
- Performs all ID Card and CAC issuance related tasks including research and review of source documents, verification of eligibility, and discussion of entitlements as defined in AFI 36-3026(I) and the RAPIDS Training Guide.
- Issues memorandums of authorization for use of Commissary and Post Exchange to eligible customers, as well as Government ID Cards (DA Form 1602) to eligible Government employees.
- Performs routine maintenance on computers and printers, i.e., changes ribbons, adds toner and developer, cleans printers, etc.
- Revises and print correspondence in the proper format under applicable regulations and guidelines and prepare weekly and monthly reports of work and work activities.
Claims Adjuster
USAA - P&C Auto Insurance
03.2022 - 10.2022
- Answered customer questions regarding deductibles.
- Prepared summaries of damage, payments and policy coverage.
- Examined claims forms and other records to determine insurance coverage.
- Verified insurance claims and determined fair amount for settlement.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Evaluated evidence with ultimate goal of creating positive outcomes for client's claims.
- Reviewed police reports, medical treatment records and physical property damage to determine extent of liability.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Investigated claims involving potential and suspected fraudulent activities.
- Reported to management on customer problems, field conditions, safety issues and policy problems.
- Acquired and applied basic knowledge of Property & Casualty insurance industry products, services, and processes to include P&C insurance policy and contracts and coverages and the USAA claim handling process and procedures.
- Provided claims service via internal channels ( phone/fax/email/mail) to members and third- party customers.
- Adjusted low to moderately intricate Auto claims.
- Partnered with /advise vendors and business partners to facilitate claims resolution.
- Contributed to business goals, performance measurements, and efficiently used tools and technology.
- Negotiated Total loss settlement agreements to resolve disputes.
- Ran 2 special projects and initiatives at both local and regional level.
- Analyzed information gathered by investigations to report findings and recommendations
ID Card Operator/ Verifying Official
Armed Forces Corporation
07.2012 - 05.2013
- Registered, processed, and maintained DEERS information as part of Verifying Official's responsibilities.
- Provided administrative support to management.
- Processed and maintained confidential documents and letters pertaining to clients' legal documents .
- Assisted with internal projects designated by supervisor.
- Consulted with external agencies and ensuring all background information is provided.
- Developed and maintained courteous and effective working relationships
- Responsible for control, verification, accountability, and issuance of Military Identification (ID) cards and Common access cards (CAC) for Active military, National and Reserve Guard members, military retirees, family dependents/members and other eligible recipients, using The Defense Enrollment Eligibility Reporting Systems (DEERS) and The Real Time Automated Identification Systems (RAPIDS).
- Reviewed applications for Uniformed Services ID Cards and DEERS Enrollment (DD 1172).
- Processed Geneva Convention cards and Common Access cards (CAC).
- Developed daily, monthly, and annual performance reports for garrison staff and Armed Forces Services Corporation (AFRC) leadership.
- Developed computer related input/output in accordance with current administrative policies and procedures and DoD Standard Operating Procedures.
- Performed all ID card and CAC issuance related tasks, to include researching and reviewing source, verifying eligibility, and discussing entitlements as defined in AFI 36-3026 (I) and The RAPIDS training guide.
- Trained, coached, and mentored new employees to ensure that The RAPIDS and DEERS training procedures are adhered to.
- Performed routine operator maintenance on RAPIDS workstations and printers to ensure prompt and quality products and services for our clients.
- Maintained energy and enthusiasm in fast-paced environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Collaborated with team members to achieve target results.
- Maintained excellent attendance record, consistently arriving to work on time.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Data Processing Control Specialist/Registrar Coordinator
Caci International Inc De
11.2010 - 07.2012
- Served in capacity of Installation Access Control Systems (IACS) registrar.
- Provided data entry using Defense Bio metric Identification Systems (DBIDS).
- Maintained Installation Access Control Database for over 2,500 soldiers both active, Reserve and National Guard, military retirees, family members/dependents , contractors, and civilian employees in DBIDS.
- Performed clerical duties, and/or prepared documentation for data entry by assigning numerical cords to entry items and verified accuracy.
- Developed and updated spreadsheets and database to track, analyze, and report on client information .
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Collaborated with Director of Department of Emergency Services and Provost Marshall's office at Warner Barracks Installation, to ensure that all regulations and contracts are adhered to.
- Developed and trained personnel and soldiers on new processing procedures to reduce amount of wait time from 90 to 45 minutes.
- Supervised in training of new employees.
- Kept abreast with changes in policies by reviewing materials on regular basis.
- Demonstrated innate ability and good judgment by making quick decisions to aid customers and ensured that compliance is adhered to.
Customer Service Representative Specialist/Teller Operations Specialist
Americu Credit Union
08.2006 - 05.2009
- Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
- Created unique reports and projects requested by management, requiring special research of client's documents to locate necessary information.
- Maintained customers files, generated support documentation, scanned documents into database and tracked and managed source documents.
- Assisted high volume of customers and answered numerous questions to customers' accounts and performed basic account maintenance.
- Assisted customers (25 per day) in online bill pay questions and debit disputes.
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
- Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
- Prepared and distributed team-based communications to foster collaboration and enhance team morale.
- Produced highly accurate internal and external letters and memoranda.
- Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Performed servicing and account maintenance activities such as transactions, additional account requests, and loan payment corrections.
- Appointed loan officer, which enabled me to process applications, underwrite, and approve them.
- Represented Credit Union in community organizations and activities to enhance organization's image and develop business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Improved overall efficiency 90% by anticipating needs and providing outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Contacted clients to verify account information and maintain accuracy, resulting in 95% increase in client satisfaction.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Master of Science - Acquisition And Contract Management
Florida Institute Of Technology-Melbourne
Melbourne, FL05.2017
MBA - Health Care Management
American InterContinental University
Hoffman Estates, IL04.2007
BBA - Health Care Management
American InterContinental University
Hoffman Estates, IL11.2005
Skills
- Contract Performance Management
- Time management
- Excellent oral and written communication
- Financial services and products
- Database entry
- Strong organizational skills and work ethics
- Attention to detail
- Customer Data Confidentiality
- Analyze and research
- Project Management
- Negotiation
Certification
- Certified Associate in Project Management (CAPM) - 10/2020
Project Management Institute - Newtown Square, PA
Additional Information
References Available Upon Request
Timeline
ID Cards/DEERS- GC II
Gemini Tech Services, LLC
12.2022 - Current
Claims Adjuster
USAA - P&C Auto Insurance
03.2022 - 10.2022
ID Card Operator/ Verifying Official
Armed Forces Corporation
07.2012 - 05.2013
Data Processing Control Specialist/Registrar Coordinator
Caci International Inc De
11.2010 - 07.2012
Customer Service Representative Specialist/Teller Operations Specialist
Americu Credit Union
08.2006 - 05.2009
Master of Science - Acquisition And Contract Management
Florida Institute Of Technology-Melbourne
MBA - Health Care Management
American InterContinental University
BBA - Health Care Management
American InterContinental University
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