ANDRIA DILLINGHAM
Gardner,KS
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in Marketplace Health Insurance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
CSR ISG Markt
Maximus
LAWRENCE, KS
08.2020 - Current
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Participated in team meetings or training sessions when necessary.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Processed orders, forms, applications, and requests.
- Adhered to company's established protocols for handling confidential data.
- Performed account maintenance activities such as updating client information in databases.
- Consulted with customers regarding needs and addressed concerns.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated job knowledge by participating in educational opportunities.
- Ensured compliance with applicable laws and regulations for provision of services.
- Analyzed call trends to identify areas of improvement for customer service processes.
- Researched required information using available resources.
- Provided guidance on product features and benefits as well as troubleshooting techniques.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
CSR TIER II
MAXIMUS
LAWRENCE, KS
07.2021 - 11.2022
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Participated in team meetings or training sessions when necessary.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Adhered to company's established protocols for handling confidential data.
- Performed account maintenance activities such as updating client information in databases.
- Consulted with customers regarding needs and addressed concerns.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated job knowledge by participating in educational opportunities.
- Ensured compliance with applicable laws and regulations for provision of services.
- Researched required information using available resources.
- Analyzed customer feedback data to identify areas of improvement.
- Processed orders, forms, applications, and requests.
CSR I
Maximus
LAWRENCE, KS
08.2021 - 07.2022
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Provided customer service support to customers over the phone and by email.
- Participated in team meetings or training sessions when necessary.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated job knowledge by participating in educational opportunities.
- Ensured compliance with applicable laws and regulations for provision of services.
- Analyzed call trends to identify areas of improvement for customer service processes.
- Researched required information using available resources.
- Analyzed customer feedback data to identify areas of improvement.
PROGRAM SUPERVISOR
Community Care Connections
IOLA, KS
09.2016 - 11.2019
- Implemented quality assurance processes designed to improve service delivery.
- Analyzed data collected from surveys or interviews conducted by staff members.
- Partnered with program management on recommendations, process improvements and corrective action plans.
- Conducted annual performance reviews of staff members.
- Coached staff members on how best to use available resources effectively.
- Resolved conflicts between staff members in a professional manner.
- Fostered relationships to define programming needs and strengthen organizational standing.
- Coordinated logistics for activities and events.
- Analyzed program effectiveness to optimize workflows.
- Communicated project status, requirements, and deadlines to stakeholders.
- Designed and implemented program policies, frameworks and toolkits for change management processes.
- Maintained scheduling and optimal quality standards to keep audiences informed or entertained.
- Established and maintained operations of IN-HOME CARE program.
- Coordinated training sessions for staff members.
- Maintained client records in compliance with local, state, federal, agency and contractual regulations, helped clients manage financial accounts and cultivated client independence.
- Maintained accurate records of program activities and results.
- Prepared monthly reports summarizing key metrics related to program activities.
- Monitored health of clients, communicated with medical professionals, implemented preventive strategies to limit illness and serious incidents and coordinated documentation across shifts.
- Monitored budget expenditures in order to maintain fiscal responsibility.
- Assessed community needs in order to identify areas of improvement.
- Ensured compliance with all applicable laws, regulations, standards and codes of practice.
- Developed, implemented and evaluated program policies and procedures.
- Served as liaison between the organization and external partners.
- Developed strategies for improving program efficiency and effectiveness.
- Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives.
- Attended conferences related to program topics or goals.
- Oversaw team reporting, performance and quality assurance for group of 75 personnel.
- Facilitated team meetings to discuss progress on projects and initiatives.
- Managed day-to-day residential services, met individual transportation needs and maintained safe and high-quality home environments.
- Provided leadership, guidance and supervision to staff members.
- Planned, directed, coordinated and monitored multiple behavioral health services and programs and complied with licensure, certification, accreditation and statutory requirements.
- Developed and implemented new program features to address needs.
- Facilitated educational workshops, meetings and conferences associated with program.
- Scheduled and developed program activities in accordance with program needs.
- Prepared periodic reports, financial statements and records on program activities, progress and status for management.
- Delegated tasks to staff and volunteers during daily activities and organized events.
- Explained program offerings and requirements to participants and answered related questions.
- Developed brochures, newsletters and flyers to create promotional literature for program.
- Collaborated with community leaders, organizations and public agencies to promote programs within community.
- Evaluated program effectiveness to develop improved methods.
- Reviewed applications and documentation independently or in conjunction with supervisor to make decisions pertaining to programs.
- Utilized appropriate promotional or marketing methods to recruit program participants, members and volunteers.
- Analyzed current program spending and shared cost-saving measures with director to increase savings to bottom line.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Established and maintained relationships to meet community needs and avoid service duplication.
- Recruited, interviewed, and hired volunteers and staff.
- Researched and analyzed community needs to determine program directions and goals.
- Prepared and maintained budgets, personnel records or training manuals.
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
- Provided hands-on and proactive leadership to community services staff.
- Spoke to community groups to explain and interpret purposes, programs, and policies.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
- Assessed and identified service delivery challenges and opportunities within local area.
- Implemented and evaluated staff, volunteer or training programs.
- Acted as consultant to community programs by interpreting regulations and policies.
- Oversaw fundraising activities and preparation of public relations materials.
- Represented organizations in relations with governmental and media institutions.
Education
Some College (No Degree) - Psychology
Allen County Community College
Iola, KSSome College (No Degree) - COSMETOLOGY
Fort Scott Community College
Fort Scott, KSSkills
- Complaint resolution
- Data Collection
- Account updating
- Report Generation
- Product Knowledge
- Call Management
- Data Entry
- Inbound and Outbound Calling
- Adaptive team player
- Medical terminology knowledge
- Microsoft Outlook
- Conflict Resolution
- Critical Thinking
- Lead Generation
- Follow-up skills
- Customer consulting
- Business development understanding
- Positive and professional
- Computer Proficiency
- Typing proficiency
- Proofreading
- Building rapport
- Research
- Customer Relationship Management (CRM)
- Retail Marketing
- Quality Control
- Minute Taking
- Office equipment proficiency
- Tactful and diplomatic
- Call Center Operations
- 10-Key
- Dispute Resolution
- Spreadsheets
- Escalation management
- Conflict Mediation
- Microsoft PowerPoint
- Order Processing
- Customer Education
- Technical Support
- Professional telephone demeanor
- Document Control
- Problem-solving abilities
- Staff Training
- Prioritization
- Multi-Task Management
- Filing
- Customer Relations
- Travel Planning
- Route Management
- Courteous demeanor
- Project management abilities
- Stock management
- De-Escalation Techniques
- Documentation
- Clerical Support
- Administrative Support
- Report creation
- High-energy attitude
- Product Education
- Shipping and receiving understanding
- Typing 25 WPM
Affiliations
- READING
- GOLFING
- SWIWMMING
- CREATIVE WRITING
- WALKING
Accomplishments
- BECOMING ISG WAS A GOAL OF MINE, I FEEL LIKE I CAN ACCOMPLISH MY GOAL TO BE AN EFFECTIVE MEMBER IN THE ARC WITH SKILLS AND TRAININGS I HAVE RECEIVED THUS FAR IN MY CAREER WITH MAXIMUS.
References
References available upon request.
Timeline
CSR I
Maximus
08.2021 - 07.2022
CSR TIER II
MAXIMUS
07.2021 - 11.2022
CSR ISG Markt
Maximus
08.2020 - Current
PROGRAM SUPERVISOR
Community Care Connections
09.2016 - 11.2019
Some College (No Degree) - Psychology
Allen County Community College
Some College (No Degree) - COSMETOLOGY
Fort Scott Community College