AMERYKIAL DUNAWAY
Ruston,LA
Summary
Dedicated, self-directed, motivated and empathetic Customer Service Representative with 4+ years of experience delivering exceptional support via inbound/outbound calls and digital platforms. Proven success in resolving account issues quickly and proficiently, assisting with purchases, technical support, and educating customers on company products and services. Skilled in upselling, troubleshooting, CRM systems, HME, and navigating high-volume environments.
Overview
8
8
years of professional experience
Work History
Healthcare Advisor
Sgaility
08.2023 - 08.2024
- - Resolved 50+ customer inquiries daily regarding billing, account info, claim adjustments, and service programs navigation
- - Used call flow guides and internal systems to ensure accurate documentation (HIPAA compliant)
- - Scheduled appointments, assisted with prescriptions, and educated members on benefits
- - Troubleshot user issues with online tools, improving resolution time and satisfaction
- - Informed members of service enhancements and plan upgrades, improving retention
- - Recognized for consistently exceeding call performance and customer satisfaction metrics
Lead Associate II
TJ Maxx
03.2021 - 08.2023
- Delivered frontline customer service support, assisting with escalated issues, returns, and billing adjustments in a high-volume retail environment.
- Trained and coached new associates on customer engagement, conflict resolution, and service standards, improving team performance and consistency.
- Handled POS transactions, phone inquiries, and account concerns, ensuring accuracy and efficiency while maintaining a customer-first approach.
- Collaborated with management to develop solutions for customer complaints, reducing escalation rates and improving satisfaction scores.
- Ensured accurate merchandise presentation and inventory tracking to support a smooth customer experience.
- Recognized by management for strong leadership, professionalism, and commitment to maintaining excellent customer relations.
Customer Service Rep
Correct Solutions Group, LLC
08.2018 - 03.2021
- - Managed 80+ daily calls assisting users with payment issues and technical account concerns
- - Processed transactions for commissary and phone services with 100% accuracy
- - Identified upsell opportunities, contributing to revenue growth while resolving concerns
- - Provided clear, professional support under strict compliance protocols
- - Met and exceeded daily service quotas through efficient, customer-first support
Customer Service
Walmart, Inc.
08.2016 - 08.2018
- Assisted and checked out 60–80 customers per hour during peak shifts while maintaining accuracy and friendly service.
- Delivered frontline customer support, resolving billing issues, returns, and escalations at the front desk.
- Operated multi-line phones and registers, ensuring efficient checkout and smooth store operations.
- Provided product education and upselling, boosting average order value and customer satisfaction.
- Built positive relationships with repeat customers through attentive and helpful service.
Education
Bachelor of Liberal Arts - Speech Pathology
Louisiana Tech University
Ruston, LAHigh School Diploma - undefined
Ruston High School
Ruston, LASkills
- Customer Support
- Upselling
- CRM
- Data Entry
- Microsoft Office
- IOS
- MacOS
- Problem Solving
- Active Listening
- Interpersonal Relations
- Detail-Oriented
- Organizational
- Analytical
- Team Collaboration
- Multitasking
- Fast typing
- EHR Systems
- CRM Systems
- HME
- Technical Support
- HIPAA
Timeline
Healthcare Advisor
Sgaility
08.2023 - 08.2024
Lead Associate II
TJ Maxx
03.2021 - 08.2023
Customer Service Rep
Correct Solutions Group, LLC
08.2018 - 03.2021
Customer Service
Walmart, Inc.
08.2016 - 08.2018
Bachelor of Liberal Arts - Speech Pathology
Louisiana Tech University
High School Diploma - undefined
Ruston High School
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