DALILA JENNINGS
Newport News,VA
Summary
Seeking a position with a company where my skills and experience can contribute to business success while expanding my knowledge and abilities.
Experienced customer service professional with 20+ years of success in account maintenance, problem solving, basic troubleshooting, and sales. Proficient in Microsoft Excel, WordPerfect, Microsoft Word, and web site navigation.
Overview
21
21
years of professional experience
Work History
Care Aide
Public Partnerships LLC
Hampton, VA
10.2023 - Current
- Prepared meals according to dietary guidelines prescribed by a nutritionist or dietitian.
- Performed light housekeeping duties such as changing bed linens, laundering clothing items.
- Assisted clients with daily activities, such as bathing, dressing, and eating.
- Kept accurate records of services provided in accordance with agency standards, which include monitoring vital signs and recording changes in health status daily.
- Transport the client to medical appointments and social activities if needed.
- Administered medications according to physician's instructions and monitored patient response to treatment protocols.
- Completed documentation of care plans, progress notes, and incident reports for the client's family.
Tech Support for Intuit QuickBooks Online
Alorica Inc
Newport News, VA
05.2023 - 07.2023
- Provided guidance to clients on business portfolio setup and offered detailed information on spreadsheet creation, bank statement importing, and customer communication.
- Implemented efficient invoice creation and developed an organized file management system.
- Assisted in the reconciliation of an account.
- Provide an option that would benefit the client with their business.
Technical Support/ Customer Service Representative for Verizon
Alorica Inc
Newport News, VA
07.2022 - 05.2023
- Delivered efficient support by handling incoming calls, offering comprehensive billing details, and promoting top-notch products.
- Provide additional service support for customers having issues with cellular and service areas.
- Provide coverage information for new and existing customers.
- Provide resolution regarding account and device access.
Back Office Representative for UPS
Alorica Inc
Newport News, VA
10.2019 - 07.2022
- Facilitated the growth and learning of new agents by providing training, coaching, and development assistance.
- Provided prompt and accurate responses to customer calls pertaining to package whereabouts and delivery status.
- Provided exceptional service for product delivery and pick-up.
- Provide feedback on shipment travel, delivery location.
- Ensured timely pickup of medical packages and payroll deposits for major companies. Addressed any issues that arose to ensure on-time delivery and adherence to schedule requirements.
- De-escalated upset clients' concerns.
Sales Associate Representative
7-11
Hampton, VA
02.2013 - 12.2020
- Delivered exceptional service to customers with efficiency and professionalism.
- Maintained a welcoming atmosphere for customers by keeping both the interior and exterior of the store neat.
- Efficiently handled customer sales transactions using an electronic cash register, accurately dispensed change, and packaged merchandise.
- Processed orders for products needed in store for sale.
Customer Service Representative
QVC Inc.
Chesapeake, VA
10.2016 - 10.2019
- Effectively resolving customers' concerns regarding order inquiries such as tracking shipments, issuing credit for non-recent purchases, and facilitating item replacements.
- Place orders for products that the customer is interested in purchasing or inquiring about the details of the product.
- Transfer calls to the correct department for assistance.
- Escalate emerging concerns of dissatisfaction issues.
Customer Service Advisor
Ibex Global
Hampton, VA
08.2016 - 08.2016
- Carefully listen to and understand customer issues, probe, and isolate issue causes.
- Utilize available resources to identify appropriate solutions for customers.
- Explain product features and benefits, answering questions, and setting proper expectations for customer inquiries.
- Ensure customer satisfaction through effective call resolution.
- Identify and escalate emerging product or customer dissatisfaction issues.
Personal Care Aide (PCA)
Hope & Home Care
Newport News, VA
03.2015 - 11.2015
- Responsible for the care of the elderly, which assists with daily living activities such as bathing, grooming, hair washing necessary for personal hygiene, transferring and ambulation, assisting with meal preparation and grocery shopping, accompanying to medical appointments, dressing and undressing clients, reporting changes in client status, which include observation and monitoring of clients.
Personal Care Aide (PCA)
Care Advantage
Newport News, VA
03.2014 - 03.2015
- Responsible for the care of the elderly, which assists with daily living activities such as bathing, grooming, hair washing necessary for personal hygiene, transferring and ambulation, assisting with meal preparation, accompanying to medical appointments, dressing and undressing clients, reporting changes in client status, which include observation and monitoring of clients.
Account Service Retention Representative
Sprint
Hampton, VA
02.2009 - 02.2012
- Responsible for improving customer retention through programs and services provided.
- Work extensively with customers to resolve billing problems, account activations, and technical issues in an effort to retain service/relationship with the company.
- Knowledge and understanding of Sprint products, services, and promotions.
- CLC Representative (BRT, Policy Line) Responsible for answering customers calls to advise of offers that their account qualified for.
- Researched accounts on charges that customers are disputing.
- Enforced company guidelines for terms and conditions of contract.
Customer Service Representative
Teletech Holdings Inc
Hampton, VA
10.2006 - 09.2008
- Customer service for Nextel Communication Cellular Company.
- Aided in resolving customer inquiries related to billing and order status.
- Resolved customers' billing and technical service issues.
- Resolve incoming calls in a professional, courteous, and friendly manner in order to handle many different difficult situations.
- Educate customers with the tools and services for call resolution.
Sales Associate Representative
7-11
Hampton, VA
10.2005 - 01.2007
- Provide prompt, efficient, and courteous customer service.
- Maintain a clean and customer-friendly environment inside, as well as outside, the store.
- Ring customer sales on an electronic cash register, and provide correct change while bagging customers' purchases.
- Processed orders for products needed in store for sale.
Receptionist/ Youth Program Aide
West Hampton Community Center
Hampton, VA
03.2005 - 08.2005
- Provided daily support to staff by answering phone calls, completing administrative tasks, and assisting with customer inquiries.
- Accompanied youth participants during daily field trips, providing supervision and enforcing rules and regulations.
- Helps maintain discipline and order in all outside activity areas and inside the community facility.
Toll Billing (TBIC) Service Delivery Specialist
The Faneuil Group/ Verizon
Hampton, VA
01.2004 - 08.2004
- Responsible for receiving customers' calls, processing inquiries, investigations, handling complaints, and follow-ups on accounts as necessary, dealing with the customer's monthly invoice.
- Established a professional relationship in my environment, as well as with the customers.
Education
CPR/ First Aide -
First Choice Solutions
01.2014
PCA Certificate -
First Choice Solutions
01.2013
Computer/ Internet Skills Certificate -
New Horizons Regional Education Center
01.2001
Certificate -
Workforce Development Program
01.2001
High School Graduate -
Bethel High School
01.2000
Skills
- Account maintenance
- Basic troubleshooting
- Sales
- Microsoft Excel
- WordPerfect
- Microsoft Word
- Web Site Navigation
- Group Recreation
- Recreational Program Planning
- Professionalism
- Team Leadership
- De-Escalation Techniques
- Problem-solving abilities
References
Available Upon Request
Timeline
Care Aide
Public Partnerships LLC
10.2023 - Current
Tech Support for Intuit QuickBooks Online
Alorica Inc
05.2023 - 07.2023
Technical Support/ Customer Service Representative for Verizon
Alorica Inc
07.2022 - 05.2023
Back Office Representative for UPS
Alorica Inc
10.2019 - 07.2022
Customer Service Representative
QVC Inc.
10.2016 - 10.2019
Customer Service Advisor
Ibex Global
08.2016 - 08.2016
Personal Care Aide (PCA)
Hope & Home Care
03.2015 - 11.2015
Personal Care Aide (PCA)
Care Advantage
03.2014 - 03.2015
Sales Associate Representative
7-11
02.2013 - 12.2020
Account Service Retention Representative
Sprint
02.2009 - 02.2012
Customer Service Representative
Teletech Holdings Inc
10.2006 - 09.2008
Sales Associate Representative
7-11
10.2005 - 01.2007
Receptionist/ Youth Program Aide
West Hampton Community Center
03.2005 - 08.2005
Toll Billing (TBIC) Service Delivery Specialist
The Faneuil Group/ Verizon
01.2004 - 08.2004
CPR/ First Aide -
First Choice Solutions
PCA Certificate -
First Choice Solutions
Computer/ Internet Skills Certificate -
New Horizons Regional Education Center
Certificate -
Workforce Development Program
High School Graduate -
Bethel High School
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