Dana Denise Modique
Houston,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
20
20
years of professional experience
Work History
Senior Agent
IQor Global Services
Houston, TX
01.2024 - Current
- Answer Customer questions, investigate and resolve customer complaints pertaining to utility billing procedures.
- Process customer payments thru check by phone, credit and debit card
- Review, audit, analyze and reconcile customer billing records and make adjustments, as needed.
- Schedule service technicians for on premise meter reads or collection of device, process disconnection/reconnection requests.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provide technical support to customers experiencing difficulties with products or services.
Assistant Manager
Family Dollar
Houston, TX
10.2022 - 12.2023
- Trained, coached, and mentored new team members on customer service and operational standards.
- Performed daily opening and closing duties including cash handling and reconciliation.
- Scheduled staff shifts to ensure adequate coverage during peak hours.
- Ensured compliance with safety regulations and company policies.
Benefits Consultant
Mercer
Urbandale, IA
06.2021 - 08.2022
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Maintained accurate records of customer interactions and transactions.
- Provided quotes on various types of insurance policies.
- Facilitated payment processing for premium payments and renewals.
Education
Bachelor of Arts - Criminal Justice
Jackson State University
Jackson, MS07-1993
Skills
- Operations Management
- Coaching and Mentoring
- Employee Relations
- Financial Acumen
- Customer rapport building
- Product and service knowledge
Timeline
Senior Agent
IQor Global Services
01.2024 - Current
Assistant Manager
Family Dollar
10.2022 - 12.2023
Benefits Consultant
Mercer
06.2021 - 08.2022
Bachelor of Arts - Criminal Justice
Jackson State University
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