Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Dakarai Cosby

Millen,GA

Summary

Seasoned Customer Service Specialist with 14 years of experience in resolving complex inquiries, claims processing, and relationship building. Expert in navigating multiple software systems, ensuring customer satisfaction, and maintaining confidentiality. Actively seeking a Customer Service Agent role to leverage extensive background in customer support and problem resolution.

Experienced with software testing methodologies, defect tracking, and quality assurance processes. Utilizes systematic approach to identify and resolve defects, ensuring product reliability. Track record of collaborating effectively with development teams to enhance software quality.

Quality assurance professional with proven track record in software testing and defect management. Known for collaborative approach and commitment to delivering high-quality results. Trusted team member who adapts to evolving project requirements, utilizing strong attention to detail and analytical skills.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst

Coastal Processing
09.2024 - Current
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Reported progress, test metrics and results to project stakeholders.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.

Customer Service Representative

ResultsCX
03.2023 - 03.2024
  • Resolved customer inquiries by researching and processing insurance claims, ensuring accurate and timely submission to support member and provider needs.
  • Facilitated access to healthcare by verifying provider network status and assisting with authorization processes, contributing to enhanced customer satisfaction.
  • Managed payment transactions for monthly premiums and educated members on health plan benefits, utilizing company tools to simplify their healthcare management.
  • 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.

Sales Representative

SP Data
01.2023 - 04.2023
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
  • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
  • Generated additional sales opportunities with upselling and cross-selling techniques.

Client Service Representative

First Source Solution USA
01.2022 - 11.2022
  • Managed comprehensive claims filing by ensuring accuracy in forms and attachments, while adeptly navigating multiple software systems to uphold claim integrity.
  • Conducted thorough research on account denials, crafting and submitting detailed written appeals to optimize reimbursement processes.
  • Assessed client-provided information to accurately determine insurance billing targets, securing necessary documentation to support claim submissions.
  • Maintained strict confidentiality and compliance with state and federal regulations, achieving set objectives and contributing to team efforts through effective account resolution.
  • Handled sensitive client information with discretion, ensuring confidentiality at all times.
  • Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.

Customer Service Representative / Desk Support

Support.com
07.2021 - 03.2022
  • Diagnosed and resolved customer issues by actively listening and engaging in problem-solving, ensuring a clear understanding of their concerns and the effective delivery of information regarding products and services.
  • Provided comprehensive IT support, including computer installation, configuration, training, and troubleshooting, while accurately documenting procedures and maintaining hardware and software inventories.
  • Delivered support for IT projects and organizational transitions, including the coordination of onboarding and offboarding processes, and liaised with vendors to address complex technical problems.

CSR - Customer Service Representative

Iqor
07.2021 - 12.2021
  • Addressed and resolved customer inquiries, ensuring a professional and courteous communication style was maintained at all times.
  • Processed a variety of financial transactions including credit/debit card and check payments, aligning with company protocols and security measures.
  • Updated account information and handled billing-related issues, collaborating with management to remain informed on current products and policies.

Customer Service Representative

TTEC
12.2020 - 07.2021
  • Provided comprehensive customer support by efficiently resolving inquiries related to order completion, package tracking, and account setup.
  • Enhanced customer experience by effectively handling password resets and troubleshooting account issues.
  • Maintained high levels of customer satisfaction through prompt and courteous service over phone communications.

Food Safety Inspector and Quality Control and Dispatching

CLAXTON POULTRY
10.2017 - 09.2020
  • Ensured product integrity by rigorously monitoring temperature and cleanliness, resulting in consistent quality assurance.
  • Directed comprehensive packaging procedures to maintain product safety and presentation standards.
  • Maintained a secure work environment by enforcing strict adherence to safety protocols and proper personal protective equipment usage.
  • Coordinated dispatch operations, effectively managing logistics and communication to streamline product deliveries.

Call Center Agent

Concentrix
01.2015 - 07.2020
  • Delivered high-quality service by adhering to key performance indicators, ensuring customer satisfaction and contractual compliance.
  • Utilized decision-support tools to resolve customer inquiries effectively, demonstrating understanding and empathy to build rapport.
  • Maintained up-to-date knowledge of client products and services, contributing to accurate and thorough account documentation.
  • Engaged in continuous improvement initiatives, enhancing customer satisfaction and business performance while proficiently managing call tracking databases.

Quality Assurance Inspector

Viracon
06.2018 - 10.2018
  • Conducted thorough inspections of glass products to identify and report any defects, ensuring adherence to quality standards.
  • Maintained high attention to detail to guarantee the integrity and quality of final glass products.

Line Leader/Supervisor

CLAXTON POULTRY FARMS
10.2015 - 05.2018
  • Oversaw employee performance, ensuring adherence to work techniques, product quality standards, and company policies.
  • Facilitated comprehensive training for new hires on poultry processing, knife handling, and adherence to safety protocols.
  • Conducted regular safety compliance checks and maintained accurate documentation as per operational guidelines.

Human Resources Assistant

Ma
08.2016 - 03.2018
  • Facilitated recruitment, interviewing, and hiring processes, ensuring successful onboarding and integration of new employees into manufacturing roles.
  • Managed employee relations, including performance evaluations, disciplinary actions, and the administration of rewards and recognition programs.
  • Conducted thorough investigations into severe misconduct allegations, maintaining compliance with legal and company policies while promoting a safe and inclusive workplace environment.

Sales Associate

Enmark Stations, Inc.
05.2016 - 07.2016
  • Provided exceptional customer service, managed financial transactions, and maintained store cleanliness at Enmark Stations, Inc., ensuring a welcoming environment for patrons while adhering to company policies and procedures.

Nurses Aid

Garrett manor
09.2014 - 05.2016
  • Provided comprehensive patient care at Garett Manor, assisting with daily living activities, monitoring vital signs, and facilitating communication between patients, families, and healthcare professionals to ensure top-notch care and support.

Cashier

Popeye's Restaurants
11.2014 - 03.2015
  • Processed financial transactions with accuracy, ensuring balanced cash drawers and customer satisfaction.
  • Efficiently packaged customer orders, contributing to the maintenance of operational flow and service quality.

Assembly Line Worker/ Lead Person

Claxton poultry
08.2011 - 08.2014
  • Spearheaded a team of assembly line workers at Claxton Poultry, overseeing operational flow and quality control, while ensuring adherence to safety protocols and efficiency standards.

Assembly Line Worker

Crider & Crider, Inc.
09.2008 - 10.2010
  • Ensured adherence to proper work techniques and company policies by supervising employee performance, resulting in consistent production of high-quality products.
  • Facilitated employee training on job duties and company procedures, maintaining production standards and operational efficiency.

Education

Ged -

Swainsboro Tech
Millen, GA
05.2008

Skills

  • Quality Inspector
  • Quality Control
  • Inspection
  • Quality Assurance
  • Human Resources
  • Food Safety
  • Employee Orientation
  • Human Resources Management
  • Recruiting
  • Training & Development
  • Customer Service
  • Windows
  • Performance Management
  • Benefits Administration
  • Computer Networking
  • Linux
  • Mac OS
  • Kronos
  • Help Desk
  • Marketing
  • Social Media Management
  • English
  • Net
  • Html5
  • Typing
  • Customer Support
  • CRM Software
  • Google Docs
  • Analysis Skills
  • Microsoft Access
  • Team Management
  • Continuous Improvements
  • Food Handler Certification
  • Quality processes
  • Data analysis
  • Mentoring and training
  • Quality assurance

Certification

  • CSQE - Certified Software Quality Engineer
  • CASQ - Certified Associate in Software Quality
  • CQT - Certified Quality Technician
  • CSQA - Certified Software Quality Analyst


Languages

English
Native or Bilingual

Timeline

Quality Assurance Analyst

Coastal Processing
09.2024 - Current

Customer Service Representative

ResultsCX
03.2023 - 03.2024

Sales Representative

SP Data
01.2023 - 04.2023

Client Service Representative

First Source Solution USA
01.2022 - 11.2022

Customer Service Representative / Desk Support

Support.com
07.2021 - 03.2022

CSR - Customer Service Representative

Iqor
07.2021 - 12.2021

Customer Service Representative

TTEC
12.2020 - 07.2021

Quality Assurance Inspector

Viracon
06.2018 - 10.2018

Food Safety Inspector and Quality Control and Dispatching

CLAXTON POULTRY
10.2017 - 09.2020

Human Resources Assistant

Ma
08.2016 - 03.2018

Sales Associate

Enmark Stations, Inc.
05.2016 - 07.2016

Line Leader/Supervisor

CLAXTON POULTRY FARMS
10.2015 - 05.2018

Call Center Agent

Concentrix
01.2015 - 07.2020

Cashier

Popeye's Restaurants
11.2014 - 03.2015

Nurses Aid

Garrett manor
09.2014 - 05.2016

Assembly Line Worker/ Lead Person

Claxton poultry
08.2011 - 08.2014

Assembly Line Worker

Crider & Crider, Inc.
09.2008 - 10.2010

Ged -

Swainsboro Tech

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Dakarai Cosby