DALE HOLDER JR.
JACKSONVILLE,FL
Summary
Assisted customers with inquiries and product selections to enhance satisfaction. Supported team members in achieving sales targets through collaboration. Aimed to develop skills in customer service and technology sectors.
Overview
8
8
years of professional experience
Work History
Member Service Representative
SoFi
Jacksonville
08.2024 - 09.2025
- Oversaw member account management and addressed inquiries to elevate customer satisfaction.
- Collaborated with fraud department to resolve disputes and enhance transaction security.
- Facilitated team collaboration to reinforce company values and enhance service quality.
WAREHOUSE ASSOCIATE
AMAZON
Jacksonville
10.2017 - 09.2018
- Achieved recognition as a top 5 performing associate by driving efficiency improvements within a team of 30 employees.
- Executed inventory organization and processing for over 1000 inbound and outbound items using RF scanners, ensuring timely and accurate stock management.
- Implemented daily quality control measures by systematically removing and reporting damaged products for comprehensive inspection.
Customer Service Representative
DialAmerica
Jacksonville
07.2019 - 08.2024
- Performed administrative duties such as calendar management and conducting follow up calls to assess customer satisfaction regarding services provided
- Exceeded performance goals by handling an average of 30-40 calls per day and maintaining an average quality score of 91%+
- Increased company value by upselling premium, multi-year subscriptions valuing between $99-$129/ea. through utilizing personable communication skills
- Improved customer retention and converted cold leads by overcoming rejection and utilizing active listening skills
- Achieved an average of 15-20 sales daily totaling more than $500+ and received recognition as a top performing sales representative for 3 consecutive months resulting in promotion to a Level 6 Agent
- Provided technical support to resolve customer concerns regarding service disruptions, activation, and upgrades.
- Managed over 500+ accounts by updating provider and billing information to process co-payments and file disputes.
- Maintain an average adherence of 90%+ and QA score of 92%+, exceeding company performance expectations
- Offer excellent customer support during periods of high call volume by de-escalating and resolving customer concerns through 10+ calls per hour
- Delivered targeted coaching and online support to entry-level agents, aiming to elevate overall program effectiveness.
- Educated customers on features and benefits of banking tools and services to drive informed decision-making.
Education
High School Diploma -
First Coast High School
Jacksonville, Florida, FLSkills
Customer Satisfaction
Cold Calling
Management
Technical Billing
Customer Retention
Customer Support
Active listening
Quality Control
Problem Solving
LANGUAGES
English (Native)
Timeline
Member Service Representative
SoFi
08.2024 - 09.2025
Customer Service Representative
DialAmerica
07.2019 - 08.2024
WAREHOUSE ASSOCIATE
AMAZON
10.2017 - 09.2018
High School Diploma -
First Coast High School