Customer Service Inventory Control

Dionna Major

678-***-**** Charlotte, NC *********@*****.***

Professional Profile

An experienced professional with a highly motivated attitude seeking to obtain a challenging position with an organization where I can use my skills, experience, and knowledge to contribute to the overall success of the organization. Possess an insatiable drive to achieve and exceed goals. Multiple years of customer service experience, including working knowledge of shipping procedures and practices as well as inventory control processes.

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Core Strengths/Skills: Portfolio Management – Customer Relations – Communications – Cross-Functional Collaboration - Proficient with Word, Excel, and PowerPoint- Excellent verbal, written, and interpersonal communication skills –strong conceptual -Attention to detail – Adaptable to ongoing change – intermediate/advanced computer skills- KYC-Quality review/assurance process- -wire payments/ transfer experience-ach payments processing experience-coaching, training and mentoring experience

Professional Overview

Utilities Representative 2, Iqor- Team Lead, Charlotte, NC March 21-Present

Specializes in handling customers billing, connections, disconnections, transfers, and collection service request for utility customers primarily in the Midwest.

Responsible for reviewing my team’s performance metrics and assisting management with answering questions and resolution of complex service issues.

Consistently receives rating of excellent from customer surveys and management.

Dispatch supervisor– Spirit logistics, Jacksonville, FL January2020-March 21

Utilize Microsoft Excel spreadsheet to import, export, and manipulate data for contractors; organize based on multiple priority components and record detailed notes to ensure the proper follow up if necessary.

Operate in a fast paced environment with changing priorities while practicing time management skills; ability to manage against short deadlines.

Perform intake to determine appropriate course of action, conducting investigative steps to fully identify issues, researching tracking information, and inventory list for operation processes.

Examine monthly reports and/or documents to determine degree of risk from such factors as policy violations and/or suspicious situations to mitigate or recover losses, and handling time sensitive deliveries.

Proactively acts as an escalation to agents to influence the strategic direction of deliveries monitoring routes for accuracy.

Maintain truck stops, load and unload outs, delivery of customer’s products.

Ensured that I provide a positive customer experience through creative solutions.

Analyzed and resolve customer inquiries by engaging with customers, beginning conversations, building rapport, and handling objections.

collections client services rep 3– Money solver, Jacksonville, FL March 2017-Jan 2020

Communicated effectively with customers to satisfy questions, provide information on procedures or policies and implement solutions; respond to escalated inquiries to notify them of claim investigation results or any planned adjustments.

Resolved customers' service or billing complaints by performing activities such as, refunding money, or adjusting bills.

Ability to navigate a conversation in a confident manner geared towards resolution and accurate data collection/confirmation (asking closed-ended questions in an empathetic way)

Proven experience managing multiple competing priorities simultaneously, strong prioritization and time management skills, self-directed and results oriented

Operated telephone switchboards and systems to advance and complete connections, including local, long distance, and pay telephone, mobile, person-to-person, and emergency calls.

Provided assistance for customers with special billing requests.

Performed clerical duties such as typing, proofreading, and sorting mail.

Promoted company products, services, and savings plans when appropriate.

Medical coder– Kelly Services, Tallahassee, FL August 2000-March 2017

Responsible for providing educational for mishandled medical bills in multiple company-sponsored health plans administered by companies.

Performed detailed analysis to detect patterns, trends, and anomalies across multiple businesses/products/procedures.

Thoroughly handle inbound calls, provides consultative services through education of available distribution options and executes distributions, and rollovers for mass-market participants.

Ensured that I provide a positive customer experience through creative solutions.

Partnered with local organizations to provide specialized financial planning support to diverse populations with unique needs.

Analyzed and resolve customer inquiries by engaging with customers, beginning conversations, building rapport, and handling objections.

Assisted with unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers.

Education

AA in progress– TCC/Keiser University, Tallahassee, FL 1999-2000

Mandarin High School- Jacksonville, FL 1990-1994

Track Team, Volleyball, dance and step team standout.

AKO Sorority

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