Christiana Dumas
West Fargo,ND
Summary
Adaptable professional experienced in diverse customer service roles. Known for effective conflict resolution and professional communication, dedicated to delivering high-quality support and fostering positive user experiences.
Overview
15
15
years of professional experience
Work History
Web Support Specialist
U.S. Bank
09.2018 - 08.2022
- Analyzed and rectified technical problems on online banking platforms, upholding high standards of user satisfaction and service reliability.
- Executed efficient call management by leveraging extensive product knowledge and maintaining professionalism in all interactions, typically taking upwards of 80 calls per day.
- Guided users through website navigation challenges, ensuring a supportive and efficient experience aimed at resolving inquiries on the first contact.
- Executed identification and security verification processes to maintain operational integrity and adherence to established metrics.
Patient Access Representative
Sanford Health
05.2017 - 09.2018
- Facilitated patient registration and insurance verification processes, ensuring accurate data entry and compliance with policies using Epic.
- Collaborated with clinical staff to streamline communication between departments, enhancing overall patient care experience.
- Followed all HIPPA regulations to ensure patient privacy.
- Showed empathy and sensitivity to al patient needs
- Scheduled patient appointments and managed a variety of call volumes and types to ensure patient and clinical staff satisfaction.
- Trained new staff on electronic health record systems, promoting best practices for data management and patient privacy.
Business Account Representative
US Bank National Association
09.2016 - 04.2017
- Streamlined customer interactions by managing calls proficiently within a complex call center atmosphere.
- Handled a significant volume of calls to uphold customer satisfaction and service quality.
- Enhanced customer experience by mastering multiple skills, ensuring efficient handling of varied requests.
- Ensured world class customer experience by addressing customer concerns with patience, empathy and first call resolution.
- Responded to voicemails, emails, and all other inquires in professional and timely manner.
Barista Shift Supervisor
Starbucks
11.2007 - 09.2016
- Supervised daily operations, ensuring high-quality beverage preparation and customer service standards.
- Trained and mentored new baristas on coffee brewing techniques and customer engagement strategies.
- Managed inventory levels, placing orders to maintain stock of supplies and reduce waste.
- Implemented efficient workflow processes to enhance team productivity during peak hours.
- Opened and closed the store, which included counting all cash drawers and making bank deposits.
- Monitored adherence to health and safety regulations, maintaining compliance in fast-paced environment.
- Built strong relationships with regular customers through attentive service, remembering preferences, and engaging in friendly conversation when appropriate.
- Boosted sales through the promotion of seasonal beverages and upselling bakery items to customers.
- Resolved customer complaints professionally, demonstrating empathy while finding solutions in line with company policies.
Education
No Degree -
Fresno City College
Fresno, CAHigh School Diploma -
Liberty High School
Madera, CASkills
- Customer support
- Time management
- Problem-solving
- Verbal and written communication
- Critical thinking
- Data entry
- Call center experience
- Conflict resolution
- Payment processing
- Professional telephone demeanor
- Technical support
- Staff management
Timeline
Web Support Specialist
U.S. Bank
09.2018 - 08.2022
Patient Access Representative
Sanford Health
05.2017 - 09.2018
Business Account Representative
US Bank National Association
09.2016 - 04.2017
Barista Shift Supervisor
Starbucks
11.2007 - 09.2016
No Degree -
Fresno City College
High School Diploma -
Liberty High School