Dabrina West
Sacramento,CA
Summary
To obtain a position where set skills are developed and utilized. Service-focused Customer Service Advocate bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Advocate II
Centene
11.2018 - Current
- Assesses and researches routine member and/or provider inquiries, requests and/or concerns to determines causes, and initiates corrective actions to other service or technical departments for follow up as needed
- Mitigates and prevents complaints from being escalated to resolve in initial contact
- Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
- Provides support on various member or provider issues to ensure customers receive high-quality service
- Maintains performance and quality standards based on established contact center metrics
- Provides customer service in a high pace contact center environment over the phone, via live chats and emails
- Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
- Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance
- Provides expertise in resolving multiple inquiries, requests and/or concern across all areas of responsibilities
- Performs other duties as assigned
- Complies with all policies and standard
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
Customer Service Advocate I
Kelly Services
04.2018 - 11.2018
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Fanueil
02.2016 - 04.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Child Sitter
S.C.U.S.D
01.2012 - 01.2017
- Assist with group time, transitions and conducting the class
- Prepare lunch and snack
- Provide positive interactions with children and interact with families
- Maintained open communication with parents regarding child development, milestones achieved, and potential concerns.
- Improved communication skills in children through engaging storytelling sessions and interactive games.
Focus on Family, After School Program
SCUSD
01.2014 - 06.2016
- Responsible for documenting attendance daily, supervise a group of 20 students, attend weekly staff development meetings and implement academic based enrichment
- Provide homework tutoring and support, create a safe environment both emotionally and physically and participate in rallies promoting group participation and self-awareness
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Caregiver
IHSS
01.2010 - 01.2012
- Provided household duties such as cooking and light cleaning
- Supported the client by assisting with clothing and changing diapers
- Gave medication, checked sugar levels and administered diabetic test strips
- Monitored and ordered inventory supplies
- Most clients were emotional disturbed elderly women
Childcare Assistance
Southpoint Group home
01.2010 - 01.2011
- Meal preparation, basic house-keeping and tracked daily medications
- Provided transportation to day program's and doctor's appointments
- Communicated with social workers
- Worked with emotional disturbed minors
- Monitored suicidal patients, logged communication for shift change and attended weekly meetings on new and returning patients
- Coordinated activities during their stay
- Provided support to families in crisis by organizing meal trains, childcare assistance, or other resources during challenging times.
Customer Account Executive
Comcast Inc
01.2006 - 01.2007
- Assisted customers in opening new accounts and upgraded existing services
- Quickly and effectively solved customer challenges
- Maintained quality control/satisfaction records and utilized data to seek new ways to improve customer service
Education
Some College (No Degree) - Criminal Justice
ITT Tech
Rancho Cordova, CA 01.2006 - 05.2008
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Customer Service
- WPM 45
Call center experience
Data Entry
Problem-solving abilities
Complaint Handling
Computer Proficiency
Microsoft Outlook
Payment handling
References
Available upon request
Timeline
Customer Service Advocate II
Centene
11.2018 - Current
Customer Service Advocate I
Kelly Services
04.2018 - 11.2018
Customer Service Representative
Fanueil
02.2016 - 04.2018
Focus on Family, After School Program
SCUSD
01.2014 - 06.2016
Child Sitter
S.C.U.S.D
01.2012 - 01.2017
Caregiver
IHSS
01.2010 - 01.2012
Childcare Assistance
Southpoint Group home
01.2010 - 01.2011
Some College (No Degree) - Criminal Justice
ITT Tech
01.2006 - 05.2008
Customer Account Executive
Comcast Inc
01.2006 - 01.2007
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