Dalicia Rogers
Panama City,FL
Summary
Customer service professional with reputation for achieving high customer satisfaction and team performance. Proven track record of effectively managing customer interactions and resolving issues promptly. Known for fostering collaborative team environments and adapting to dynamic workplace needs. Skilled in conflict resolution and communication, ensuring consistent results and reliability.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Maximus
09.2022 - 05.2025
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Dispatcher
Mr. Rooter Plumbing NWF
01.2015 - 01.2022
- Scheduling and dispatching drivers, work crews, vehicles, or equipment to appropriate locations according to predetermined scheduled, customer request or immediate needs
- Relays information between on-field plumber and customers at the site for payment.
- Relaying information such as work orders or other messages to and from work crews, field inspectors, supervisors, or emergency personnel via service titian, email or phone.
- Maintain excellent clerical and organization skills to keep track of schedules, routes, and personnel
- Strong attention to detail, and very good quick learner at local geographical knowledge
Risk Management Supervisor
BookIt.com
01.2011 - 03.2015
- Ensuring that the team members are motivated and stay on task
- Monitor and measure in line with department targets and performance standards.
- Responsible for making sure that any gaps in performance or trends in Fraud and Chargebacks are quickly identified and addressed.
- Assist with Loss Prevention Department Head duties when they are unavailable, or out of the office.
- Produce accurate reports, including team performance and costs lost and saved for upper management.
- Know how to identify, research, and resolve Guest issues using all resources necessary
- Take escalated Guest calls, when needed
- Send and receive numerous emails
- Serve as a liaison between the Guest, properties, and various credit card companies
- Gather training material and present in an organized manner
- Assist with any questions team members may have
- Perform other duties as assigned
Fraud Associate
BookIt.com
01.2009 - 01.2011
- Ability to identify valid or fraudulent transactions
- Research and analyze Guest bookings for possible cases of fraud
- Perform analysis to identify possible front-end and/or back-end fraud
- Identify billing areas or markets that need increased security procedures
- Have a strong understanding of different ways fraud is being used in order to try and prevent future fraud
- Ensure that all trends of fraudulent activity are correctly reported and documented through Jira and Extranet
- Contact Guests to verify or explain unusual account activity
- Issue refunds when necessary to avoid future Chargebacks.
Chargeback Associate
BookIt.com
01.2009 - 01.2011
- Responsible for monitoring, assessing, inspecting, and acting in response to Chargebacks received.
- Reviews, researches, and initiates the resolution of dispute inquiries from cardholders, financial institutions, and merchants.
- Responds to telephone inquiries from cardholders, financial institutions, and merchants regarding disputes.
- Efficiently research hotel, flights, and activity bookings upon receipt of Chargebacks and present proof to authenticate transactions.
- Remain current on rules for pinned transactions and internal procedures that affect chargeback dispute processing.
- Produce quality work under extreme time pressures and deadlines.
- Handles all aspects of the dispute process in compliance
Customer Service and Booking Agent
BookIt.com
01.2008 - 01.2009
- Greet transfer and hold calls
- Build rapport, listen, clarify and manage conversational flow
- Manage upset customers, conflicts and challenging situations
- Deliver outstanding service, exceed expectations and build long-term loyalty
- Work reservations from start to finish
Corporate Liaison
Comcast Cable
01.2006 - 01.2008
- Efficiently handle all corporate, FCC, BBB, DOACS and upper management customer escalations.
- Manage, coordinate and build reporting/tracking systems for all new construction projects for our region.
- Proof legal notifications, rate cards, print advertisements, bills, etc...for any errors.
- Analyzed customer service order entry to insure accuracy as well as correcting all errors.
- Spooled, formatted and analyzed a variety of daily reports spanning from voluntary/involuntary disconnects to new customer installation. Helped maintain all data and accurate findings for growth in our region.
Customer Account Executive
Comcast Cable
01.2004 - 01.2006
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Assisted in training newly hired employees.
- Supported supervisors, management and directors on special projects as needed.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Resolve customers' service or billing complaints by performing activities such as exchanging equipment, refunding money, or adjusting bills.
Education
AD Harris High School
05.2004
Rutherford High School
01.2004
Skills
- Risk management strategies
- Organizational risk analysis
- Proficient in data analytics
- Team management
- Complaint handling
- Issue resolution
- Inbound and outbound calls
- Federal regulations
- Marketing
- Customer service analysis
- Process improvement
- Teamwork and collaboration
- Customer service
Timeline
Customer Service Representative
Maximus
09.2022 - 05.2025
Dispatcher
Mr. Rooter Plumbing NWF
01.2015 - 01.2022
Risk Management Supervisor
BookIt.com
01.2011 - 03.2015
Fraud Associate
BookIt.com
01.2009 - 01.2011
Chargeback Associate
BookIt.com
01.2009 - 01.2011
Customer Service and Booking Agent
BookIt.com
01.2008 - 01.2009
Corporate Liaison
Comcast Cable
01.2006 - 01.2008
Customer Account Executive
Comcast Cable
01.2004 - 01.2006
AD Harris High School
Rutherford High School
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