Na’riyah Velazquez
Winchester
Summary
Experienced administrative and customer service professional with over 10 years of diverse experience in finance, human resources, logistics, and call center operations. Adept at handling sensitive financial data, processing transactions, resolving customer inquiries, and navigating complex systems with accuracy. Proven ability to multitask in fast-paced environments while maintaining professionalism and confidentiality.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Member Service Representative II
Navy Federal Credit Union
Winchester
02.2023 - 05.2025
- Follow secure authentication protocols and maintain confidentiality.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Researched complex issues related to accounts or services provided by the organization.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
Stower (Fulfillment Associate)
Amazon
Winchester
01.2023 - 04.2023
- Operated equipment for stowing, inventory, and location management.
- Resolved inventory discrepancies and maintained accurate records.
- Received incoming shipments, counted items manually or using a scanner, and verified accuracy of contents against purchase orders.
- Moved product between storage locations utilizing a variety of material handling equipment including pallet jacks, lifts and carts.
- Utilized RF scanners to pick orders for shipment, ensuring accuracy in order fulfillment process.
- Stowed merchandise in designated areas of the warehouse, including shelves, racks and bins.
Human Resources Specialist
Chewy
Jessup
06.2022 - 01.2023
- Prepared new hire orientation and managed employee records.
- Responded to payroll/timecard issues and maintained HR documentation.
- Organized employee engagement events and retention strategies.
- Maintained confidential personnel files in accordance with applicable laws and regulations.
- Conducted investigations into workplace complaints or grievances raised by employees.
Independent Contractor
Uber, Lyft, Shipt
Hawley
06.2019 - 12.2022
- Maintained accurate order fulfillment and vehicle condition.
- Managed scheduling and optimized service times.
- Adhered to local driving laws while transporting passengers safely from point A to point B.
- Kept track of mileage driven for tax purposes using designated tracking software.
- Provided customer service by answering questions, providing recommendations, and responding to feedback.
AVP Driver (Package Delivery)
FedEx
Hawley
12.2021 - 09.2022
- Ensured compliance with DOT regulations and other applicable laws governing transportation of cargo.
- Maintained detailed records of trips, including pick-up and drop-off times, mileage and fares collected.
- Conducted pre-trip inspections prior to departure including verifying load details and confirming route information.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
- Delivered packages to customers in a timely and efficient manner.
Customer Service Advocate
CIGNA Healthcare
Scranton
01.2017 - 05.2019
- Handled claims, escalations, and account adjustments for healthcare members.
- Educated clients and providers on portals and product offerings.
- Maintained detailed documentation and follow-through on service tickets.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Documented all activities related to technical support including processes, updates, changes made.
Senior AR Analyst
UPS
Throop
03.2016 - 01.2017
- Researched and resolved billing disputes; enforced credit policies.
- Contacted clients on overdue accounts; suspended credit as necessary.
- Maintained audit documentation and achieved QA performance targets.
- Identified opportunities for process improvement initiatives within the AR department.
- Suspended credit on overdue accounts and coordinated with the legal department for subsequent collection actions.
Administrative Clerk III (Senior Case Manager)
MAXIMUS
Pittston
08.2015 - 02.2016
- Processed healthcare appeals, documented legal records, and ensured federal/state compliance.
- Provided feedback on litigation processes and archived documents securely.
- Executed withdrawal of appeals upon request, maintaining compliance with procedural guidelines.
- Conducted thorough research and analysis of case files to provide current status updates.
- Addressed inquiries regarding the appeal process by applying knowledge of relevant laws and regulations.
Education
Jurisprudence - Jurisprudence
Juris Dictionary
08.2020 - 08.2023
Associate of Science - Human Services
Boricua College
The Bronx, NY07-2013
Skills
- Billing & Account Management
- Customer Service & Member Advocacy
- Payment & Claims Processing
- Microsoft Excel & Office Suite
- Data Entry & Documentation
- Multi-System Navigation
- Compliance (HIPAA, ADA, FMLA, VRS)
- Time-Sensitive Task Management
- Interdepartmental Coordination
- Recordkeeping & Confidentiality
- Oracle, Kronos and Payroll Systems
- Typing: 65 WPM
References
Available upon request
Timeline
Member Service Representative II
Navy Federal Credit Union
02.2023 - 05.2025
Stower (Fulfillment Associate)
Amazon
01.2023 - 04.2023
Human Resources Specialist
Chewy
06.2022 - 01.2023
AVP Driver (Package Delivery)
FedEx
12.2021 - 09.2022
Jurisprudence - Jurisprudence
Juris Dictionary
08.2020 - 08.2023
Independent Contractor
Uber, Lyft, Shipt
06.2019 - 12.2022
Customer Service Advocate
CIGNA Healthcare
01.2017 - 05.2019
Senior AR Analyst
UPS
03.2016 - 01.2017
Administrative Clerk III (Senior Case Manager)
MAXIMUS
08.2015 - 02.2016
Associate of Science - Human Services
Boricua College