Summary
Overview
Work History
Education
Skills
Timeline
Generic

DAQUALA NEVELS

Plano

Summary

Seasoned professional with 8 + years of experience, including customer service roles, seeking a role to provide detailed information and resolve customer issues, enhancing satisfaction remotely. Skilled in clear communication, problem-solving, and quality control, ensuring excellence in support services.

Overview

11
11
years of professional experience

Work History

Benefits Advisor

BeneLynk
02.2024 - Current
  • Advised clients on benefits options, ensuring understanding of available plans and services.
  • Facilitated enrollment processes for health, dental, and retirement benefits, enhancing client satisfaction.
  • Assisted clients in resolving benefit-related inquiries, providing timely and accurate information.
  • Collaborated with team members to improve communication strategies regarding benefit offerings.
  • Conducted presentations to educate clients about changes in benefits policies and programs.
  • Managed documentation for benefits administration, ensuring compliance with regulations and standards.

Technical Support Representative

ATT CORP
01.2020 - 2023
  • Provided technical assistance to customers through phone, email, and chat support, resulting in a 15% increase in customer satisfaction.
  • Maintained a high degree of confidentiality due to access to sensitive information, ensuring data confidentiality.
  • Communicated with customers in a clear, concise, and courteous manner, ensuring effective understanding and resolution.
  • Contributed to continuous improvement of issue resolution and support processes, resulting in a 15% reduction in average resolution time.
  • Remote

Direct Support Professional

Willis Towers Watson
01.2017 - 01.2019
  • Maintained high-level customer service by efficiently managing a large volume of incoming calls, accurately assessing needs, and contributing to customer satisfaction.
  • Managed and prioritized multiple projects simultaneously, worked independently, and drove results, achieving a 10% increase in overall productivity.
  • Identified and escalated issues to internal personnel along with a clear outline of problems and technical detail, ensuring prompt and effective resolution.
  • Executed product solution demonstrations with external users during new releases, increasing customer satisfaction by 20%.
  • Remote/Hybrid

Customer Support Representative

BANK OF AMERICA
01.2015 - 01.2016
  • Processed over 100 daily incoming and outgoing communications, including chat, phone, and email, with a focus on accuracy and privacy.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors, contributing to a 15% increase in revenue.
  • Followed up with customers to verify resolution, maintaining a 100% customer satisfaction rate.
  • Remote

Education

HIGH SCHOOL DIPLOMA -

The American Academy
Salt Lake City, UT
04.2023

Skills

  • Excellent communication skills, written and verbal
  • Proficient In CRM/SAP/Zendesk Salesforce systems and Microsoft Word
  • Excellent attention to detail and accuracy In data entry and record keeping
  • Flexible to change and procedures
  • Transcription
  • Error Identification
  • LiveChat Support
  • Administrative Support
  • Ability to thrive in a fast-paced environment
  • Ability to multi-task and manage time effectively
  • Organized and detail oriented
  • Phone Etiquette
  • Escalation Handling
  • Project management
  • Typing speed of 80 wpm

Timeline

Benefits Advisor

BeneLynk
02.2024 - Current

Technical Support Representative

ATT CORP
01.2020 - 2023

Direct Support Professional

Willis Towers Watson
01.2017 - 01.2019

Customer Support Representative

BANK OF AMERICA
01.2015 - 01.2016

HIGH SCHOOL DIPLOMA -

The American Academy

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