Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
References
Work Availability
Work Preference
Quote
Software
Languages
Interests
Timeline
Hi, I’m

Dawnette Mckinney

Goldsboro,NC
Dawnette Mckinney

Summary

Customer Service Team Lead with over 4 years of experience optimizing support operations and enhancing customer satisfaction. Demonstrated success in improving team communication, reducing turnover rates, and implementing customer-centric strategies that drive performance. Skilled in coaching teams to exceed targets while proficiently managing payments and past-due accounts. Recognized for a problem-solving approach and strong time management abilities that ensure seamless customer interactions even under pressure.

Overview

4
years of professional experience
1
Certification

Work History

Carelon Rx

Team Lead
08.2023 - 08.2024

Job overview

  • Led weekly team sync meetings, improving team communication which reflected in a 14% increase in project delivery speed
  • Prioritized and addressed customer requests as per urgency, maintaining an average call duration of 9.8 minutes
  • Coached 18 junior associates and staff members by conducting performance reviews, reducing turnover by 14%
  • Conducted training events 10 times a year to provide staff with information on products, trends, and sales techniques
  • Developed an incentive program to motivate associates to exceed sales targets, increasing ROI
  • Generated day-to-day operational plans based on monthly targets, improving workflow efficiency
  • Supervised and mentored 22 full-time employees
  • Established break schedule to reduce fatigue, improving staff satisfaction by 41% and work quality by 24%
  • Handled customer disputes by implementing stress management techniques, decreasing time-to- resolve and increasing customer satisfaction

Everise

Customer Service Representative
08.2020 - 08.2024

Job overview

  • Resolved inquiries and addressed outstanding customer questions efficiently.
  • Achieved higher-than-expected results in customer retention rates.
  • Rapidly handled incoming calls, escalating when required, cutting resolution time by 19%.
  • Actively worked to display a courteous and empathetic attitude to customers, resulting in a net promoter score over 40
  • Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers
  • Documented customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers
  • Promptly handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate
  • Stayed up to date on new program offerings, and proactively made recommendations to customers based on their interests
  • Achieved a 99.5% customer approval rating with a compassionate and empathetic approach
  • Maintained up-to-date customer records in HubSpot CRM while interacting with customers across email, phone, and social media
  • Anticipated customer pain points ahead of time, and demonstrated product and service usage to help customers get the most from their purchases
  • Handled difficult and complex customer complaints, resolving issues within 4 minutes, on average, and receiving a customer satisfaction score of 4.9 out of 5
  • Handled an average of 40+ customer complaints per day with a 93% customer satisfaction rate
  • Established knowledge of protocols, answering customer inquiries, and reducing wait times by 7+ minutes
  • Collaborated with a team of 27+ people
  • Maintained a professional, friendly demeanor with customers at all times, receiving 130+ positive customer reviews
  • Executed customer questions, resolving issues and reducing the need for supervisor assistance by 19%
  • Utilized specialized software systems for tracking customer accounts receivables activity.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Evaluated open accounts to look for past-due balances and pursue collection strategies.
  • Provided excellent customer service while resolving disputes with customers concerning their accounts receivable balance.
  • Reconciled discrepancies between customer payments and invoices due.
  • Collaborated with sales department to ensure accuracy of billing information provided by customers.
  • Reconciled customer accounts and resolved discrepancies.

Education

McEachern High School
Powder Springs, GA

Diploma
01.2002

University Overview

Skills

  • Leadership
  • Operational Efficiency
  • Customer Satisfaction Improvement
  • Conflict Resolution
  • Problem-solving
  • Customer Service
  • Team Lead
  • Accountable
  • Adaptable
  • Detail-oriented
  • Compassionate
  • Critical Thinking
  • Interpersonal Skills
  • Dependable
  • Teachable
  • Healthcare
  • Claims
  • Health Insurance
  • HIPPA
  • Empathy
  • Sales
  • Billing dispute resolution
  • Payment management
  • Investigative research
  • Accurate payment posting
  • Customer service support
  • Relationship building
  • Data entry and management
  • Data inputting
  • Payment posting
  • Strong client relations skills
  • Team bonding
  • Problem resolution
  • Supervision and leadership
  • Research
  • Organization and time management
  • Recordkeeping
  • Remote office availability
  • Team management
  • Proficient in Zendesk Software
  • Written communication
  • Computer skills
  • Experienced with CRM Systems
  • Experienced in Salesforce Applications

Affiliations

Affiliations
  • DIY Projects
  • Personalized , Clothes, Cups and more

Accomplishments

Accomplishments
  • Helped Create a Knowledge Base System
  • Team Supervisor

Certification

  • HIPPA Certified

References

References

References available upon request.

Antonia Smith 

Relationship: Personal 

Phone: 919-273-7835

Email:  Smith.antonia.r@gmail.com 

Antorneon Dickerson 

Relationship: Professional 

Phone: 470-445-9003

Email: neondickerson@yahoo.com

Mele Taione

Relationship: Professional 

Phone: 602-756-6660

Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart TimeGig Work

Work Location

Remote

Important To Me

Work-life balanceFlexible work hoursHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchCareer advancement

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Software

Windows

Languages

English
Native language

Interests

DIY

Crafting

Watching Drama Movies

Basketball

Being a Great Wife & Mom

Timeline

Team Lead
Carelon Rx
08.2023 - 08.2024
Customer Service Representative
Everise
08.2020 - 08.2024
McEachern High School
Diploma

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Dawnette Mckinney