D A W N E I C E H I N E S

843-***-****

adtwl8@r.postjobfree.com

*** * ***** **,

Florence, SC 29501

PROFESSIONAL SUMMARY

Skilled team player with strong background in diverse environments. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities. SKILLS

Resolve technical problems Problem-solving

Verbal communication Customer relations

EXPERIENCE

Tier 1 Technical Support Advisor, Conduent, Apr 2021 - Current, Raleigh, NC Answered user inquiries regarding computer software or hardware operation to resolve problems.

Completed all assigned tasks prior to shift end.

Addressed concerns quickly to avoid lasting issues. Supported iOS users by quickly investigating and resolving hardware and software issues.

Customer Service Representative, Conduent, Nov 2020 - Apr 2021, Raleigh, NC Managed inbound and outbound calls to respond to inquiries and resolve concerns. Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.

Informed customers and professionals on eligibility, benefits, claims payment, and authorizations.

Responded to customer questions and complaints and documented consumer communications.

Assisted members by coordinating responses involving multiple departments and personnel.

Assisted members with identifying and accessing care by locating in-network professionals.

Consistently met identified team and client performance metrics, goals, and deadlines.

Answered inbound calls to greet and assist customers with various needs and questions.

Utilized CRM tools to record, track, and maintain sales records. Utilized organization's computer system to look up and record information concerning member accounts.

DH

Responded to questions and followed up on customer interactions. Advised customers on status of merchandise ordered and arranged for delivery. Addressed customer concerns and complaints, resolving issues quickly and efficiently. Answered incoming calls and assisted customers with questions. Documented detailed notes in CRM system to track customer interactions. Human Services Assistant, Florence County Disability and Special Needs Board, Nov 2017

- Jul 2020, Florence, SC

Finished all tasks and job duties, adhering to deadlines to avoid delays. Completed all assigned tasks prior to shift end.

Completed all required paperwork within anticipated timeframes. Reviewed activities regularly to identify opportunities for improvement. Maintained good working relationship with co-workers and management. Followed established guidelines and procedures.

Helped clients with daily living needs such as hygiene, grooming, and bathroom assistance.

Prepared or assisted with preparation of nutritious meals for clients. Included activities offering meaningful experiences to clients of diverse ability levels. Used reinforcement techniques to improve clients' behaviors and help eliminate safety concerns.

Collaborated with multidisciplinary team to evaluate medical and physical condition of each client and evaluate unique needs.

Continuously monitored clients and recorded their progress against the measurable goals described in their treatment and care plans. Worked with patients and families experiencing psychiatric, medical, and social problems.

Receptionist, Hines Electrical Service, Jan 2019 - Feb 2020, Florence, SC Accepted incoming mail and packages and routed to appropriate staff. Followed established procedures to protect sensitive and confidential information from unauthorized release.

Picked up, organized, and wiped down reception regularly to keep area professional and clean.

Used clerical abilities to support needs of office staff and back up administrative team members.

Managed incoming and outgoing mail and deliveries to support efficient office operations.

Greeted every visitor with friendly smile and immediate offer of knowledgeable assistance.

Answered telephone calls to provide information, take messages and set up appointments.

Youth Mentor, Weed & Seed, May 2019 - Aug 2019, Florence, SC Held one-on-one strategy sessions to examine mentee strengths and weaknesses and construct realistic milestone goals.

Maintained and submitted daily reports to describe interaction and activities. Monitored youth activities and recreation, noting interpersonal communication and Jun 2016

mental health status.

Adhered to youth safety standards as established through organizational and regulatory mandates.

Tutored at-risk youth in academic subjects to improve performance and long-term prospects.

EDUCATION

High School Diploma

Wilson High School - Florence, SC

GPA 3.5

Graduated with honors.

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