Customer Service Support

Aiyonna Dickerson

Remote Customer Service & Reservations Specialist Client-Centered Support Technical Coordination

Oak Park, IL 60302 708-***-**** ********@*****.***

www.linkedin.com/in/aiyonna-dickerson-608296ba

Professional Summary

Resourceful and detail-oriented customer support professional with over 8 years of experience in high-volume service environments, providing exceptional support across phone, email, and chat platforms. Proven ability to manage reservations, troubleshoot technical systems, and resolve client inquiries with professionalism and care. Adept at navigating complex systems, ensuring accurate data entry, and communicating effectively to enhance client satisfaction. Passionate about travel and delivering memorable experiences through efficient, customer-first service.

Key Skills & Competencies

- Flight & Travel Booking Assistance

- Reservation & Ticketing Management

- Customer Communication (Phone, Email, Chat)

- CRM & Order Entry Systems

- Remote Support & Troubleshooting

- Conflict Resolution & Issue Escalation

- Team Coordination & Cross-Department Collaboration

- Attention to Detail & Data Accuracy

- ServiceNow, Oracle, Remedy, CMS

- Microsoft Office Suite Teams Outlook

Professional Experience

IT Systems Management Consultant UnitedHealth Group – Schaumburg, IL 01/2020 – Present

Managed and resolved escalated service issues with a focus on end-user satisfaction and clear communication.

Collaborated with cross-functional teams to ensure seamless service delivery and efficient problem-solving.

Delivered real-time support and resolution updates to stakeholders, maintaining client confidence and transparency.

Recommended process improvements to enhance customer interaction and reduce resolution time.

Service Desk Lead / Change Advisory Board (CAB) Manager Roadrunner Transportation – Downers Grove, IL 04/2018 – 01/2020

Oversaw 2,000+ users, responding to inquiries and service tickets while maintaining a 75% first-call resolution rate.

Directed a team that managed over 4,000 support calls and 3,000+ tickets, emphasizing accuracy and efficiency.

Led priority incident management with a customer-first approach, providing timely updates and status reports.

Promoted additional IT services and solutions, mirroring upselling skills relevant to travel services.

Service Desk Tier III Manager / Site Lead Hines VA Hospital – Hines, IL 04/2013 – 04/2018

Delivered high-level customer service to VIP clients and executive stakeholders, managing escalations and resolution.

Streamlined documentation and team workflows to ensure accuracy and consistency across client interactions.

Coordinated software and hardware setups, developing technical knowledge useful in complex booking systems.

Technical Support Analyst United Airlines – Elk Grove Village, IL 01/2013 – 08/2013

Supported United's technology infrastructure, ensuring smooth customer service operations and reservation platform uptime.

Managed hardware and software issues, and collaborated with vendors—building a foundation for client-focused solutions.

Handled airline system-related troubleshooting, a relevant precursor to modern GDS or flight booking systems.

Education

Computer Information Systems DeVry University – Downers Grove, IL

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