Customer Service Sales

Dina C. Lee

**** ****** ** ( Gastonia, NC ***** ( Phone: 704-***-****

Email: **********@*****.***

Qualifications summary

I come with numerous years of Customer Service and Dispatch experience

coupled with the knack to easily build rapport thus

making it easier to provide clients with needed assistance.

Aerotek Staffing

11/2013- 01/2014

THE LASH GROUP - Charlotte NC

Benefit Verification Representative

. Obtain and process patient information for the medication

Remicade to ensure patient insurance covered said medication

prior to treatment to avoid costly medical expense.

Associates Staffing

09/2013-10/2013

NOVANT HEALTH - Charlotte NC

Technical Support Specialist

. Provided technical support for hospital staff during the introduction

of the new EPIC medical records software.

. Establish service tickets where onsite assistance was needed.

Ranstad Staffing

AON HEWITT - CHARLOTTE NC

08/2011-11/2012

FLEXIBLE SPENDING ACCOUNT REPRESENTATIVE

. ASSISTED PARTICIPANTS WITH SPENDING ACCOUNT CLAIMS FOR REIMBURSEMENT

OF OUT OF POCKET EXPENDITURES.

. CREATED RESEARCH TICKETS TO HAVE DENIED CLAIMS APPROVED AND PROCESSED.

. ESTABLISHED DIRECT DEPOSIT AND AUTOMATIC REIMBURSEMENT FUNCTIONS FOR

PARTICIPANTS.

. ADDRESSED AND EDUCATED PARTICIPANTS ON REIMBURSEMENT ELIGIBLE

SERVICES.

. ISSUED REIMBURSEMENT DEBIT CARDS.

CONVERGY'S - CHARLOTTE NC

10/2008-09/2009

CUSTOMER SERVICE ADVISOR II / FLOOR WALKER

. GREETED CLIENTS IN A COURTEOUS, FRIENDLY AND PROFESSIONAL MANNER.

LISTENED ATTENTIVELY TO CLIENTS CONCERNS: DEMONSTRATED EMPATHY.

. Clarified client requirements; probe for and confirm understanding of

said requirements or concern.

. Established new client accounts, and for existing clients ensured

account files were current.

. Met client requirement through first contact resolution. Confirm

client understanding of the solution and provide additional client

education as warranted.

. Relief for management during breaks, lunches and staff meetings by

walking the floor assisting advisors with questions and escalated

calls.

180 CONNECT - Charlotte, NC

5/2007-04/2008

TECH OPS DISPATCHER

. MANAGED UPWARDS OF 65 CABLE TECHNICIANS VIA NEXTEL AND 10 LINE

TELEPHONES ENSURING TIMELY ARRIVAL OF SCHEDULED APPOINTMENTS FOR BOTH

CHARLOTTE AND GREENSBORO CABLE SYSTEMS.

. Added and initialized digital equipment for cable, high speed data and

digital phone services then verified services were active prior to

technician departure.

. Completed, cancelled and or reassigned work orders for field

technicians.

. Swept job pools routinely and assigned newly entered work orders to

technicians, thus exceeding company goals.

. Drafted and forwarded tech status / update report to Time Warner twice

daily via the Blackberry.

PRINCE/HYBRID TELECOM - Charlotte, NC

2/2005-03/2007

TECH OPS DISPATCHER

. MANAGED CONTACT WITH 52 CABLE TECHS VIA TWO-WAY RADIO AND 10 LINE

TELEPHONES.

. Kept customers abreast of technician estimated time of arrival.

. Entered clear and concise notes and signal levels to customer

accounts.

. Scheduled Drop Buries for customers needing lines buried.

. Routed calls regarding property damages through proper channels for

resolution.

. Routinely exceeded company goals by routing newly added jobs to field

technicians.

TIME WARNER CABLE - Charlotte, NC

9/2001-01/2005

Customer Care Professional

. Established new accounts for cable and high speed internet services.

. Worked closely with clients to resolve issues quickly to the

customer's satisfaction.

. Attended focus groups to pioneer the implementation of the Inbound

Telephone Sales Department.

. Successfully handled escalated calls for cable services, Internet and

digital phone problems.

. Resolved billing concerns presented by customers, applying monetary

adjustments when warranted.

. Assisted in Dispatch department when needed.

DINA C. LEE - PAGE 2

Phone: 907-***-**** ( Email:

**********@*****.***

SPRINT PCS - Charlotte NC

10/1999-08/2001

CUSTOMER CARE ADVOCATE

. Received incoming calls from both prospective and current clients

regarding new and existing services.

. Accepted payments by phone. Resolved billing concerns. Applied

monetary adjustments when needed.

. Established new client accounts, and for existing clients ensured

account files were current.

. Provided up sales of Roadside Assistance Insurance and cell phone

accessories.

UNITED STATES AIR FORCE - VICTORVILLE CA & WIESBADEN GERMANY

05/1986-04/1991

Administrative Specialist, 563rd Tactical Fighter Squadron & 7100 Security

Police Squadron

. Provided both Enlisted and Officer Performance Reports, Awards and

Decorations Certificates

. Worked as a Runway Operations Monitor (ROM). A liaison between Air

Traffic Control and F-16 fighter pilots,

. monitoring flight patterns for safety during barrier engagement

training exercises

. Was instrumental in the revocation and suspension of driver licenses

to both military and civilian personnel.

. Maintained secured documents for the Security Police Squadron.

. Assisted in writing of AF Training manuals and technical orders.

. Established the squadron functional publications library of more than

450 regulations and manuals.

Education

KAFB, ADMINISTRATIVE TECHNICAL SCHOOL, BILOXI MS

. Administrative Specialist Certificate

. Non-Commissioned Officer Professional Military Training

Professional

. Customer Service Skill-Set

. Basic Cable set up and networking

. Supervisory Skills

Contact this candidate