Dashea Brock
Glendale Heights,IL
Summary
Hard-working professional with 10 years of experience and a proven knowledge of conflict resolution, multi-site call center management, and procedure standardization. Aiming to leverage my skills to successfully fill any role within the company.
Overview
10
10
years of professional experience
Work History
Data Entry Specialist
JPMorgan Chase
09.2023 - Current
- Enhanced data accuracy by meticulously inputting and validating information from various sources.
- Improved efficiency in data entry tasks by streamlining processes and utilizing keyboard shortcuts.
- Reduced errors in data records by conducting thorough quality checks and implementing corrective measures.
- Expedited project completion timelines by efficiently managing high volumes of data entry tasks.
Customer Service Representative, Underwriter
AMERICAN ACCESS CASUALTY COMPANY
12.2018 - 09.2023
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed a portfolio of high-risk clients, implementing tailored underwriting guidelines to minimize losses while maintaining growth opportunities.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
- Conducted regular audits of underwriting files to ensure accuracy, compliance, and consistency in decision-making processes.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Department Manager
FALLAS DISCOUNT STORES
06.2017 - 10.2018
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Sales Associate, Fitting Room Attendant
FOREVER 21
05.2016 - 06.2017
- Streamlined fitting room processes for increased efficiency and improved customer experience.
- Maintained a clean and organized fitting room area, ensuring a welcoming environment for all customers.
- Assisted customers with clothing selections, offering expert advice on fit and style to meet their needs.
- Monitored fitting room occupancy, managing wait times effectively to minimize customer frustration.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
Hostess, Server, Chef
ROMANO'S MACARONI GRILL
06.2014 - 06.2017
- Implemented table rotation system for optimal server workload distribution, resulting in improved service quality.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Education
No Degree - English
UNIVERSITY OF PHOENIX
Streamwood, IL06.2019
No Degree - Psychology
UNIVERSITY OF HOUSTON
Houston, TX11.2017
Associates in Arts Applied Psychology -
WILLIAM RAINEY HARPER COLLEGE
Palatine, IL05.2017
Skills
- Cash Handling Accuracy
- Active Listening
- Excellent Communication Skills
- Outgoing Personality
- Team Player Mentality
- Microsoft Efficiency
- Strong Attention to Detail
- Problem-Solving Capability
- Inquisitive
- Goal Oriented
- Easily Adaptable
- Organized
Timeline
Data Entry Specialist
JPMorgan Chase
09.2023 - Current
Customer Service Representative, Underwriter
AMERICAN ACCESS CASUALTY COMPANY
12.2018 - 09.2023
Department Manager
FALLAS DISCOUNT STORES
06.2017 - 10.2018
Sales Associate, Fitting Room Attendant
FOREVER 21
05.2016 - 06.2017
Hostess, Server, Chef
ROMANO'S MACARONI GRILL
06.2014 - 06.2017
No Degree - English
UNIVERSITY OF PHOENIX
No Degree - Psychology
UNIVERSITY OF HOUSTON
Associates in Arts Applied Psychology -
WILLIAM RAINEY HARPER COLLEGE