Dammon Hughes Customer Service Specialist

**** **** ** *** ******, IA 50322/ 515-***-****

Objective:

Dedicated customer service professional with 7 years experience specializing in communication.

Work Experience:

Athene, Des Moines, IA

11/03/2019-Present

Review, monitor and analyze escalated calls and complaints from customers for the purposes of reducing such experiences

Assist in resolving escalated customer issues as needed Provide detailed reports to management regarding individual representative’s performance

Provide coaching, mentoring and feedback to front line call center staff Additional projects and responsibilities as needed Assist with call overflow

May be required to organize and direct department huddles or trainings Provide coaching and mentoring as needed.

Robert half, Des Moines, IA 11/2018-07/2019

Research Redemption Representative 2 (temporary)

Received inbound calls from deceased clients families Processed paperwork For assuming property for clients accepted payments for mortgages

Tek Systems, West Des Moines, IA 07/2018-10/2018

Technology Service Specialist I (Temporary)

Supported team in conversion from Windows 7 to Windows 10 This included, setting up of printers on new software, re-booting systems as needed and troubleshooting issues for departments

Loading new software as needed

Aureon, West Des Moines, IA 03/2016-05/2017

Customer Service Representative (Temporary)

Intoxalock – Product Maintenance

Inbound calls to assist with interlock devices and payments Atlantic Bottling Company – Product Fulfillment

State of Iowa – Collections Outbound calls to collect on overpayment of unemployment benefits

Wells Fargo, West Des Moines, IA 04/2015-03/2016

Financial Crimes Specialist 2

Verified and/or identified customer transactions to detect/prevent financial crime activities, policy violations and suspicious situations in order to mitigate and/or recover losses

Monitored and reviewed more complex account activity requiring researching multiple transaction channels and products

Knowledge and understanding of financial crime, fraud, and risk management Identified potential fraud/risk accounts and took appropriate action to prevent loss Zenith Education Group, Santa Ana, CA 02/2014-05/2015 Student Information Specialist

Acted as a liaison between prospective students and the University Provided marketing and recruiting information and materials that were focused on student career goals

Conducted daily team meeting to support Student’s education goals Helpmates Employment Group, Irvine, CA 10/2013-11/2013 Customer Service Representative (Temporary)

Handled inquiries concerning vehicle’s operating condition Provided information on vehicle’s mechanical checkups Provided notification of periodic inspections

Made suggestions that helped customers envision/plan their future automotive lifestyle

West Asset Management, West Des Moines, IA 07/2013-09/2013 Customer Service Representative

Processed complex transactions and performed extensive research to resolve complex customer inquiries

Communicated with other departments to resolve customer issues Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss

Wells Fargo, West Des Moines, IA 07/2012-06/2013

Customer Service Representative

Answered inquiries, resolved problems, promoted and sold products and services Reached productivity and sales goals/quotas that included cross-sell and product referrals

Responded to routine/complex inquiries and complaints regarding financial products and services

Provided peer coaching to new hires for productivity and sales goals Education:

Des Moines Area Community College, Dsm, IA 2011

Associate Degree (AS) Communications

Skills

Help Desk/Desktop Support

Active Directory

Creation and management of virtual machines.

VMware Experience

vSphere Admin Experience

Citrix Desktop Studio

Windows Remote Desktop

Junos pulse

Enterprise Device Management

Microsoft SharePoint and Office suites

Avaya CMS supervisor

Android OS

iOS devices and iPads

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