Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dalzell Hector

Fairdale,KY

Summary

Customer-focused professional with 3+ years of background in customer service roles. Experience includes handling customer inquiries, resolving issues, and maintaining high levels of customer satisfaction. Strengths include strong communication skills, problem-solving capabilities, and adaptability to evolving business needs. Previous work has seen improvements in customer retention and positive feedback ratings. Provide empathy and patience while actively listening to ensure the customer has the best experience.

Overview

6
6
years of professional experience

Work History

Virtual Customer Representative

Consumer Cellular
Louisville, Kentucky
11.2024 - Current
  • Answer inbound calls and outbound calls to facilitate customer service.
  • Strengthen customer retention by offering discount options.
  • De-escalate problematic customer concerns, maintaining a calm, and having a friendly demeanor.
  • Implement best practices for troubleshooting techniques to assist our customers with difficulties they have with their technology.
  • Provided emotional support to clients by actively listening and responding with empathy.
  • Advised customers on the latest product features and benefits.
  • Work in a remote and distraction-free location as I assist customers on a daily basis.

Patient Support Representative

Knipper
Louisville, KY
07.2022 - 11.2024
  • Worked with health professionals, such as doctors and pharmacists, in relation to the patients' medication for diagnosis.
  • Handled a variety of tasks with a strong focus on accuracy, efficiency, and service quality.
  • Communicated with patients to obtain information about prescriptions and medical conditions, as well as to schedule pharmacist consultations.
  • Created and updated patient profiles to include current information, such as medications and insurance, in Prime.
  • Ensured that patients' prescriptions were properly entered and processed into the internal system.
  • Handled customer inquiries via phone, email, and web-based platforms.
  • Utilized strong multitasking skills to handle simultaneous customer calls and inquiries with professionalism.
  • Assisted patients with enrolling or re-enrolling through the program by processing applications in Salesforce.
  • Worked in a remote and distraction free location as I assisted customers on a daily basis.

Credit Card Representative

Teleperformance USA
Louisville, KY
02.2021 - 08.2021
  • Explained the features, benefits, rewards programs, and other incentives associated with each type of credit card offered by the company.
  • Investigated disputes between customers and merchants regarding billing issues and fraudulent charges.
  • Monitored daily payment activity in order to identify any discrepancies or errors.
  • Encountered numerous calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Consistently provided excellent customer service, resulting in a customer satisfaction.
  • Aided customers by carefully listening, identifying problems, and making recommendations based on my extensive product knowledge.
  • Worked in the Credit Card Department Of USAA.
  • Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction.
  • Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
  • Collaborated with other departments, such as insurance, fraud, and debit card, as required, to find solutions based on customer needs.
  • Ensured that billing information was consistent, accurate, and complete.
  • Answered over 50-80 calls per day to meet the fast-paced call center demands.

Package Handler

UPS
Louisville, KY
06.2020 - 01.2021
  • Loaded completed orders onto pallets using delivery numbers as a guide.
  • Used scanners to keep track of parcel details, such as condition and receipt.
  • Attached documents to outbound shipments, such as PO receipts, packing slips, and bills of lading.
  • Kept storage areas organized, clean, and secure to fully protect company assets.
  • Double-checked the accuracy of the product load, and transported it safely throughout the warehouse.
  • Used hand trucks and pallet jacks to unload the cargo from the truck.
  • Immediately informed the purchasing team of any missing or damaged items when unloading and receiving.

Fast Food Worker

Arby's
Louisville, KY
09.2018 - 03.2020
  • Monitored kitchen equipment such as fryers and ovens to ensure proper functioning and safety compliance.
  • Greeted customers and took their orders in a friendly and efficient manner.
  • Maintained safe food handling practices to prevent germ spread.
  • Collaborated with other team members to ensure timely completion of tasks.
  • Promoted food items, beverages and desserts to increase sales.
  • Restocked napkins, condiments and utensils at self-service areas during slow periods.
  • Assisted customers with menu selections, answered questions about ingredients, and provided information on pricing.
  • Greeted customers to take food orders and provide information about menus.
  • Correctly bagged orders for take-out customers while maintaining speed and accuracy of order fulfillment processes.

Education

High School Diploma -

Western High School
Louisville
05-2020

Some College (No Degree) -

Jefferson Community And Technical College
Louisville, KY

Skills

  • Customer service excellence
  • Call handling
  • De-escalation
  • Payment processing
  • Typing speed
  • Account updating
  • Conflict resolution
  • Multi-task management
  • Problem-solving
  • Prime Rx navigation
  • Salesforce navigation
  • Outlook navigation
  • Excel navigation
  • Remote office availability
  • Graphic Design

Timeline

Virtual Customer Representative

Consumer Cellular
11.2024 - Current

Patient Support Representative

Knipper
07.2022 - 11.2024

Credit Card Representative

Teleperformance USA
02.2021 - 08.2021

Package Handler

UPS
06.2020 - 01.2021

Fast Food Worker

Arby's
09.2018 - 03.2020

High School Diploma -

Western High School

Some College (No Degree) -

Jefferson Community And Technical College

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