DAWANNA COTTON
Las Vegas,NV
Summary
Qualified customer service representative with 5 years in fast-paced customer service and call center environments. Personable and professional under pressure.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Health care representative
xerox inc
Las Vegas, NV
02.2014 - 07.2014
- Assist customers in purchasing health coverage
- Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Learned, referenced and applied product knowledge information.
- Set up and explained new membership contracts.
Member services representative
Apac Customer Service
Las Vegas, NV
12.2011 - 01.2014
- Assisting customers with mail order prescriptions
- Processing payment using credit/ debit card and checking account information
- Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
- Managing prescription benefit.
Pharmacy services representative
apac customer service
Las Vegas, NV
12.2011 - 04.2012
- Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Provided an elevated customer experience to generate a loyal clientèle.
- Assisted pharmacy with system rejections
- Retail pharmacy claim assistance
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Assistant Processor
College of Southern Nevada
Las Vegas, NV
07.2011 - 12.2011
- Preparing students financial aid account
- Processing student and parent tax information
- Answered an average of 23 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Politely assisted customers in person and via telephone.
- Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Cashier
Dunkin Donuts
Las Vegas, NV
11.2010 - 08.2011
- cooking.
- cleaning.
- taking customer's orders.
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Assisted customers with food selection, inquiries and order customization requests.
- Maintained cleanliness and presentation of stock room and production floor.
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
- Helped drive sales goals and achieve monthly quotas.
- Organized store merchandise racks by size, style and color to promote visually appealing environment.
- Routinely answered customer questions regarding merchandise and pricing.
Education
Bachelor of Arts - Criminal Justice
University of nevada las vegas
Las Vegas, NVSkills
- Exceptional communication skills
- MS Windows proficient
- Quick learner
- Proficient in cash management
- Local/state health laws knowledge
- Cash flow management
- Credit card processing
- Multi-line phone talent
- Medical terminology knowledge
- Creative problem solver
- 35 wpm
- Very flexible
- Very efficient worker
Certification
Certified Exchange Enrollment Facilitator (EEF)
Skills
basic, benefits, cooking, customer service, insurance, mail, office, purchasing, Answering phones
Timeline
Health care representative
xerox inc
02.2014 - 07.2014
Member services representative
Apac Customer Service
12.2011 - 01.2014
Pharmacy services representative
apac customer service
12.2011 - 04.2012
Assistant Processor
College of Southern Nevada
07.2011 - 12.2011
Cashier
Dunkin Donuts
11.2010 - 08.2011
Bachelor of Arts - Criminal Justice
University of nevada las vegas