Dana Dixon
Jacksonville,FL
Summary
Dynamic professional with proven expertise in client relationship management and product training. Skilled in analyzing and implementing effective solutions, consistently enhancing customer satisfaction and achieving sales targets. Thrives in fast-paced environments while delivering exceptional service and fostering team collaboration.
Overview
28
28
years of professional experience
Work History
Retail Athlete
Nike
Jacksonville, USA
11.2017 - Current
- Deliver a premium shopping experience by identifying customer needs and recommending specific footwear and apparel technologies.
- Educated customers on product features and Nike Well Collective's holistic fitness and mindfulness approach, enhancing their shopping experience.
- Educated customers on product features and Nike Well Collective's holistic fitness approach.
- Maintained floor standards by stocking products, building visual displays, and managing cash register transactions to support a premium shopping environment.
Workforce Traffic Analyst
Florida Blue
Jacksonville, USA
03.2017 - Current
- Forecast short and long-term call volumes and staffing requirements based on analysis of call patterns.
- Analyze call volume data, reporting forecast and actual performance for sites and call handling groups.
- Administer workforce management system daily, weekly, and monthly to ensure optimal staffing for inbound/outbound calls.
- Utilize workforce tracking tools to monitor employee activity, scheduled assignments, absences, and exceptions.
- Evaluate schedule alteration requests, ensuring alignment with forecast accuracy and staffing needs.
- Implement procedures to maintain service levels and achieve call center goals.
- Conduct cost-benefit analyses to support informed management decisions.
- Collaborate with operations managers to create contingency plans for maintaining consistent staffing during emergencies.
Global Billing Customer Service Associate
AT&T
Fleming Island, USA
01.2012 - 01.2016
- Resolved complex billing disputes for large and small business accounts.
- Investigated claims for credits due to billing errors and contract issues, strengthening customer relationships.
- Facilitated personalized customer service with account executives for multiple accounts, enhancing communication.
- Collaborated with departments to streamline fulfillment of billing requests, ensuring timely resolution.
Active Reservist
US NAVY Reserve
Jacksonville, USA
01.2008 - 01.2012
- Licensed and operated various vehicles, including 25-ton tractor trailer and 15-ton stake truck.
- Managed paperwork and routing for trainees' vehicle certification process, streamlining administration and ensuring timely approvals.
- Trained personnel in cargo handling and vehicle licensing, enhancing compliance with operational standards.
Collections
Citi Bank
Jacksonville, USA
01.2007 - 01.2012
- Managed high volume of inbound and outbound calls in fast-paced call center to ensure customer needs were met.
- Managed multiple priorities, consistently meeting quotas in fast-paced workplace.
- Resolved customer inquiries efficiently, ensuring effective service delivery.
- Pursued one-call resolution on customer issues to improve overall satisfaction.
- Leveraged call center support applications to streamline assistance for customers and agents.
- Exercised strong interpersonal communication skills with customers and colleagues.
- Accepted assignments with a cooperative and team-oriented attitude.
- Completed ongoing training to remain informed on product services and policy updates.
Military Police
US Army Reserve
Jacksonville, USA
01.2006 - 01.2008
- Administered client training on company products and software, preparing and teaching curriculum-based instructional programs while integrating technology to enhance instructional delivery.
- Monitored and assessed student progress by maintaining comprehensive records of listening, writing, speaking, and reading skills to inform instructional strategies.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Aircraft Launch and Recovery Operations
US Navy
Norfolk, USA
01.1998 - 01.2006
- Operated and maintained catapult arresting gear and hydraulic control systems to ensure safe and efficient aircraft carrier operations.
- Activated airfield arresting systems, including crash barriers and cables, to ensure safety during emergency landings.
- Directed aircraft during launch and recovery using hand or light signals, ensuring precise operations while maintaining detailed logs.
- Installed and tested visual landing aids, launch, and recovery equipment using electric and mechanical tools.
- Operated support equipment to power up and launch aircraft, including MMG-1 and NC-10 systems.
- Administered training sessions on company products and software for clients.
Education
Aviation - Aviation Management
US Navy
Great Lakes, IL12-1998
High School Diploma -
CE Jordan High School
Durham, NC01-1994
Some College (No Degree) - Electronics Engineering
Durham Technical Community College
Durham, NCSome College (No Degree) - PTA Program
Keiser University
Jacksonville, FLSkills
- Client relationship management
- Product training
- Stock control
- Inventory management
- Sales projections
- Call metrics analysis
- Data reporting
- Visual display techniques
- Problem solving
- Time management
- Team collaboration
- Effective communication
Timeline
Retail Athlete
Nike
11.2017 - Current
Workforce Traffic Analyst
Florida Blue
03.2017 - Current
Global Billing Customer Service Associate
AT&T
01.2012 - 01.2016
Active Reservist
US NAVY Reserve
01.2008 - 01.2012
Collections
Citi Bank
01.2007 - 01.2012
Military Police
US Army Reserve
01.2006 - 01.2008
Aircraft Launch and Recovery Operations
US Navy
01.1998 - 01.2006
Aviation - Aviation Management
US Navy
High School Diploma -
CE Jordan High School
Some College (No Degree) - Electronics Engineering
Durham Technical Community College
Some College (No Degree) - PTA Program
Keiser University