Summary
Overview
Work History
Education
Skills
Timeline
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BERNICE DAHN

BERNICE DAHN

Customer Service Specialist
Newport News,VA

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options, with 1 year of customer service experience in building collaborative relationships with customers, clients, and/or peers in different teams in previous roles with ADT and Instant Teams. Communicated with customers using a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions.

Overview

15
15
years of professional experience

Work History

Emergency Dispatch Operator

ADT
10.2022 - 04.2023
  • Answered over 300 calls from automatic routing system and took basic information from callers while using sound problem-solving and decision-making skills to resolve simple to complex issues
  • Received public emergency and non-emergency calls and supervised response prioritization to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Demonstrated empathy and compassion, with outstanding and effective listening and communication skills
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Research and resolve service-related inquiries meeting established expectations for quality, productivity, and timeliness
  • Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.

Remote Team Guide

Instant Teams
01.2021 - 02.2022
  • Managed over 180 calls per day via inbound calls and outbound calls with customers and agents
  • Resolve customer inquiries including, but not limited to, invoicing, and insurance rates, using electronic database systems for customer inquiries and responded promptly via telephone, email, and chat for both inbound and outbound telephone calls.
  • Communicate with customers using multiple systems while resolving/responding to customer inquiries and concerns via phone. used software tools to navigate customer accounts, research and review policies, and communicate effective solutions
  • Listen to requests and provided conflict resolution amongst customers, tactfully communicating their needs while focusing on project goals
  • Assist members by questioning, probing, and reasoning regarding their inquiry.

Caregiver

Private Duty
01.2008 - 08.2012
  • Oversaw, observed, and reported changes in patient condition
  • Advocated for patients, coordinated care, and looked for opportunities to improve patient care experience
  • Assisted with personal care, which may include bathroom functions, bathing, grooming, dressing, and eating.
  • Followed prescribed healthcare plan, which may include assisting with exercise and administering medication.

Education

Virginia Peninsula Community College
Hampton, VA
12.2025

High School Diploma -

Fels Samuel High School
Philadelphia, PA
06.2007

Skills

  • TECHNICAL SKILLS
  • Proficient in MS Office (Word, Excel, and Outlook)
  • General SAP Knowledge
  • Excellent verbal and written communication skills
  • Effective analytical, critical thinking, time management, teamwork, and organizational skills
  • Detailed-oriented; strong problem-solving skills

Timeline

Emergency Dispatch Operator

ADT
10.2022 - 04.2023

Remote Team Guide

Instant Teams
01.2021 - 02.2022

Caregiver

Private Duty
01.2008 - 08.2012

Virginia Peninsula Community College

High School Diploma -

Fels Samuel High School

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