Ready-to-Work: Housekeeping & Customer Service Professional

PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

DASSHIONA SMITH

769-***-**** ************@*****.*** Jackson, MS 39204 Dynamic and results-driven professional with substantial experience leading customer service teams and developing customer-centric solutions. Expert in navigating complex issues and resolving them with creative solutions. Proven track record of training and developing teams to exceed service goals. Microsoft Office OSHA/HIPAA Compliant

Microsoft Excel Sales Expertise

Active Listening Microsoft PowerPoint

Credit Card Payment Processing Payment Processing

Computer System Diagnostics Software Organizational Skills File Management Software Critical Thinking

Problem-Solving Ability Understanding CRM Software Multi-Line Phone Data Entry

Inbound Customer Calls Problem-Solving Skills

Analytical Abilities Billing Adjustments and Refunds Call Volume and Quality Metrics Complex Product Knowledge Calm and Professional Under Pressure Medical Billing and Coding Electronic Health Records Active Learning

Complex Problem-Solving Investigate Claims

Goal oriented Upselling strategies

Teamwork Attention to detail

HIPAA compliance Adaptability and flexibility

Reliability Professionalism

Verbal and written communication Policy Knowledge

Network troubleshooting Software installation

Escalation procedures Ticket management

Hardware diagnostics Technical troubleshooting

Network diagnostics Cash handling

Patience and empathy Money handling

Work ethic and integrity POS systems

Daily reporting

Teleperformance ( Remote )

May 2023 - September 2025

TIER 1 TECHNICAL SUPPORT REPRESENTATIVE

Maintained detailed records of customer

interactions and transactions with accurate

documentation.

Resolved complex technical problems through

remote access sessions with customers.

Provided customer support for a variety of

technical issues, including hardware and software

troubleshooting.

Performed system maintenance tasks such as

installing updates, patches, and security fixes to

keep systems secure.

Troubleshot issues on device-specific problems,

network performance, and internet connectivity.

Assisted customers with the setup of their devices as well as providing instruction on how to use

them effectively.

Provided technical support and customer service

to Apple customers on a variety of products,

including iPhones, iPads, Macs, and Apple Watches. Maintained up-to-date knowledge of Apple

products and services through self-study and

training courses.

Conduent ( Remote )

US July 2021 - April 2023

MEDICARE ENROLLMENT SPECIALIST/ CLAIMS REP

Performed research activities in order to identify trends related to Medicare enrollments.

Assisted customers with enrolling in the most

suitable plan for their needs and budget.

Successfully processed Medicare enrollment

applications and maintained accurate records.

Managed multiple priorities simultaneously while

meeting deadlines consistently.

Explained program requirements in detail to

potential participants and answered their

questions about the application process.

Answered applicants' questions about benefits and

claim procedures.

Provided support and guidance to members

regarding benefits, claims, and other related

inquiries.

Monitored insurance claims to ensure were settled

equitably for both client and insurer.

Called on policyholders to deliver and explain

policy, to analyze insurance program and suggest

additions and changes and to change beneficiaries.

Submitted forms to obtain binder coverage.

Performed administrative tasks, such as

maintaining records and handling policy renewals.

Calculated premiums and established payment

method.

Ensured that policy requirements were fulfilled,

including any necessary medical examinations and

completion of appropriate forms.

Obtained and provided information when claims

were made on policy.

Handled a minimum of 50 calls per day, providing

exceptional customer service to members,

providers, and other stakeholders from the

comfort of your home.

Assisted with a variety of inquiries, concerns,

requests, and complaints in a professional and

tactful manner.

Educated members on plan procedures, benefits,

and services, maintaining a calm and helpful

demeanor even when dealing with complaints.

Maintained a "willing to assist" attitude and ensure consistent quality service throughout the workday. Met and exceeded call center metrics, including

call volume, quality scores, schedule adherence

and NPS.

EDUCATION

REFERENCES

Kroger

January 2019 - June 2021

CUSTOMER SERVICE ASSOCIATE

Demonstrated strong communication skills while

interacting with customers over the phone, via

email, or in person.

Assisted with training new employees on the

company's procedures for handling customer

inquiries.

Developed strong customer service skills, with

experience in resolving customer complaints

efficiently and professionally.

Balanced cash drawer and performed daily audit

procedures.

Maintained cleanliness of checkout area by

sweeping floors, wiping down counters, emptying

trash receptacles.

Delivered quick, professional, and friendly check- out experience to customers.

Handled large amounts of money and supported

accuracy of financial transactions.

Refunded customers and returned items for

product issues.

Served as a role model for other employees by

demonstrating professionalism at all times.

Read and followed cash register totals and verified against cash in till.

Communicated regularly with store manager

regarding inventory levels, customer inquiries, new product offerings, promotional campaigns.

JimHill High School

HIGH SCHOOL DIPLOMA

References available upon request

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