DIONNE R. DURST

PHONE: 704-***-****

ADDRESS: **** ********** ****** **, *******, NC 28027

EMAIL: ad4lh4@r.postjobfree.com

PROFILE SUMMARY

Detailed-oriented and self-motivated professional offering easily transferable skills and extensive experience in customer service and client relations management. Outgoing with pleasant demeanor for patients, with excellent communication skills; accustomed to dealing effectively with individuals from all levels and easily establish strong and positive customer relations. Reliable team player; able to complete tasks efficiently and carry out instructions with proven success in increasing sales and profitability. I am a North Carolina Notary Public.

CORE COMPETENCIES

Organizational Development

Sales and New Business Development

Strong Written and Verbal Communication Skills

Office Management / Marketing

Order Processing / Transaction Management

Inbound & Outbound Call Handling

Complaint Handling & Issue Resolution

Call Center Operations

Excellent Customer Services Skills

Strategic Planning and Implementation

Administrative Support

Strong organizational skills

Ability to meet deadlines

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PROFESSIONAL SKILLS

Proficient in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook), with working knowledge of Internet navigation.

Experience using CIV, SVP, CCM, NICE, SOFT PHONE, CSTAR, OIB, XPM, CCS, CCRS, DIPR, DATX, C.L.A.I.M.S, CCM, FDR, HOGAN, MARS, PEGA, and VL.

Reliable in working independently or within a team environment, able to empower and motivate colleagues to refocus on the task at hand and achieve target goals.

Versatile with commendable interpersonal, presentation, organizational, multitasking, and management proficiencies, combined with excellent written and verbal communication skills.

Flexible professional capable of adjusting rapidly to new and challenging situations as well as working well under pressure to meet time-sensitive deadlines.

PROFESSIONAL EXPERIENCE

Senior Customer Service Representative

Bank of America – Charlotte, NC April 2022 – Present

A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus).

Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy).

Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy-to-understand manner, and clearly articulate why a solution is the best course of action.

Interpersonal written communication skills to accurately document activity in proper business writing.

Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking).

Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn).

Ability to leverage multiple software applications to execute an intricate process.

Ability to remain current with iterative software and process updates.

Escalated Complaints representative Apr 2018 – April 2022

Wells Fargo Bank - Charlotte, NC

Ability to navigate multiple computer systems, applications, and utilize search tools to find information.

Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment.

Experience assessing and meeting the needs of customers and solving customer problems.

Responsible for assisting customers via email with complaints related to financial products and services.

Respond to customer emails utilizing research, multiple systems and bank wide resources with a focus on first contact resolution and personalizing responses and creating replies to complaint situations.

Excellent verbal, written, and interpersonal communication skills.

Experience resolving and working through escalated and complex customer issues.

Knowledge and understanding of banking products and services.

Email/Chat Banker Jul 2015 – Apr 2018

Wells Fargo Bank - Charlotte, NC

Provides prompt, accurate, and professional responses to customer requests via email and chat.

Independently and efficiently review, research and resolve routine to complex customer issues.

Responsible for becoming familiar with a pre-existing knowledge base of canned-text responses.

Multi-tasks with several systems and bank-wide resources to locate correct resolutions for customer issues.

Communicates respectfully and professionally to customers by phone when necessary to resolve complex customer concerns.

Exhibits courteous, positive behaviors that foster robust teamwork and values diversity.

Demonstrates strong PC skills with a proficient ability to troubleshoot common problems and navigation.

Customer Service Representative 2 Aug 2013 – Jul 2015

Wells Fargo Bank - Charlotte, NC

Handled inbound calls in a call center environment on a variety of subject regarding their account.

Resolves customer inquiries, issues and product/service concerns.

Access and update customer accounts through computer-based systems while the customer is on phone.

Gain and maintained product/service knowledge, working knowledge of telephony technology and industry updates.

Achieve service goals and strive to maintain compliance, regulations and identifications.

Consumer Experience Specialist/Broadband Performance Group May 2012 – Aug 2013

Windstream Communications - Charlotte, NC

Handles inbound calls in a call center environment on a variety of subject.

Resolves customer inquiries, billing issues and product/service concerns.

Explain and sell products and services to new and existing customers.

Access and update customer accounts through computer-based systems while customer is on phone.

Gains and maintains product/service knowledge, working knowledge of telephony technology and industry updates.

Other duties as assigned.

Early Devise Specialist Sept 2011 – May 2012

Sprint - Charlotte, NC

Issue Resolution 136% to goal, handle time at 156% to goal, and value points 98.9% to goal.

Proficient in ability to navigate in a Windows desktop environment with multiple applications running at the same time.

Ability to listen, talk and simultaneously enter customer information into the computer quickly and accurately.

Knowledge of mobile phones and devices in order to analyze customer Problems and provide solutions.

PBX Operator May 2010 – Aug 2011

Atlantis Casino Resort and Spa - Reno, NV

Accurately utilizes the features of the PBX consoles, headsets, telephones and other related equipment.

Obtained necessary information and transfers calls to correct extensions.

Monitored premises, screened visitors, updated logs and issued passes to maintain security.

Answered calls on 2 ring and engaged customers with friendly, professional demeanor.

EDUCATION & PROFESSIONAL DEVELOPMENT

Southern New Hampshire University - Manchester, NH Jan 2017 – Aug 2019

Masters of Business Administration: Business Management

Strayer University - Concord, NC Nov 2011 – Mar 2016

Bachelors of Business Administration: Business Management

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