Summary
Overview
Work History
Education
Skills
Additional Information
Relocation
Timeline
Generic

Dawnya Rogers

Kannapolis,NC

Summary

A knowledgeable assertive Customer service professional with more than 10 years of experience. Consistent positive interactions with customers and knowledge of time management have resulted in a promotion to General manager, Proven ability to provide excellent customer service in busy environments. Ability to adapt to customers' needs and match them with the right solutions.

Overview

13
13
years of professional experience

Work History

Billing Representative

Center For Emotional Health
03.2023 - 03.2025
    • Reviewed and solved account and billing discrepancies.
    • Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
    • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
    • Worked effectively with medical payers such as Medicare, Medicaid, and commercial insurances to obtain timely and accurate payments.
    • Worked with multiple departments to check proper billing information.
    • Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
    • Processed payment via telephone with accuracy and efficiency.
    • Responded to customer concerns and questions on daily basis.
    • Used data entry skills to accurately document and input statements.

General Manager

Scrubs Cleaning Services
02.2020 - 03.2023
  • Oversee operations of multiple Branches including Matthews, Birmingham, Myrtle Beach, and Washington
  • Guide, train and manage lower-level management and supervisors Prepare performance reports for presentation to upper administration ensure that all branches follow safety, health and business laws and regulations
  • Uphold company standards of excellence and service, guaranteeing quality performance Collaborate with marketing team for planning of large event
  • Enter customer details into company's records or database.
  • Copy, file and maintain digital or paper records.
  • Assisting human resource team with recruitment, on-boarding and termination of employees.
  • Maintaining office space and re-stocking supplies.
  • Handle all incoming and outgoing correspondence. Perform other administrative work like typing, proofreading, and transcription Onboarded new employees in time reporting and payroll systems.
  • Produced and filed payroll reports every Tuesday.
  • Managed payroll for employees at 4 locations

Amazon Delivery Driver

Amazon Flex
01.2019 - 02.2020
  • Review orders prior to delivery
  • Perform vehicle inspection before departing
  • Load delivery items safely and efficiently
  • Transport, unload and deliver items in safe and secure manner to prevent damage, spoilage or loss
  • Follow any customer specifications regarding delivery
  • Adhere to time and route schedules
  • Navigate routes using relevant map programs
  • Determine best routes taking into consideration traffic congestion, construction and other factors
  • Communicate traffic delays and other concerns to dispatch as needed
  • Obtain delivery confirmation from customers
  • Utilize appropriate technology to efficiently manage delivery process including handheld technology
  • Accept payments for delivered items
  • Handle customer questions and concerns
  • Check orders after delivery to ensure all orders have been accurately completed
  • Maintain driving and delivery log according to established policies and procedures
  • Prepare reports and documentation as required
  • Comply with relevant transportation and road regulations
  • Comply with relevant safety standards
  • Ensure delivery vehicle is maintained in clean and safe operating condition

Receptionist

Maidpro
02.2017 - 01.2019
  • Answer telephone calls to take messages from clients or to provide information.
  • Create adjust or cancel appointments when necessary.
  • Faxing, scanning, mailing and filing documents.
  • Inform other members of staff about visitors or cancellations.
  • Enter customer details into company's records or database.
  • Copy, file and maintain digital or paper records.
  • Assisting human resource team with recruitment, on-boarding and termination of employees.
  • Maintaining space and re-stocking supplies.
  • Handle all incoming and outgoing correspondence.
  • Perform other administrative work like typing, proofreading, and transcription
  • Managed multiple tasks and met time-sensitive deadlines
  • Responded to inquiries from callers seeking information
  • Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives
  • Provided callers with address, directions, company website and related information

Account Manager

Concentrix
11.2015 - 02.2017
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand root problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through series of actions, either via phone, email or chat, until they've solved technical issue
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Customer Service Representative

Connextions
07.2012 - 11.2015
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Analyzed customer needs and provided best options, upselling products and services.
  • Responded to customer inquiries and problems to promote great service.
  • Researched insurance plans to find good options for clients' needs.
  • Answer inbound calls in timely and friendly manner.
  • Evaluate problems and complaints of callers and provide proper solutions to them.
  • Respond to needs of customers and provide personalized services
  • Provide information on company's products or services and generate interest in offers.
  • Research needed information using available resources
  • Route calls to other team members whenever needed.
  • Make relevant notes from customer interactions. Identify any issues that customers might be struggling with
  • Report on customer feedback.
  • Complete call logs and reports.
  • Processed invoices each weeks and mailed documentation to clients
  • Handled customers in fast-paced setting in coordination with solid team of customer service associates
  • Handled over calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
  • Welcomed, greeted and assisted guests in high-traffic store, generating of dollars in business
  • Delivered excellent customer service, resulting in consistent customer satisfaction rating
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
  • Improved overall efficiency by anticipating needs and providing outstanding support
  • Contacted clients to verify account information and maintain accuracy, resulting i in client satisfaction
  • Resolved issues over phone with customers daily

Education

High School Diploma -

A.L Brown High School
Kannapolis, NC
06.2012

Skills

  • Cash Handling
  • Invoice processing
  • Insurance verification
  • Customer service
  • Data entry
  • Microsoft office
  • General Laborer
  • Commercial/ Residential Cleaning
  • Delivery driver experience
  • Operating systems
  • Software troubleshooting
  • Merchandising
  • Technical support
  • Help desk
  • Quickbooks
  • Payroll

Additional Information

  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

Relocation

Willing to relocate: Anywhere

Timeline

Billing Representative

Center For Emotional Health
03.2023 - 03.2025

General Manager

Scrubs Cleaning Services
02.2020 - 03.2023

Amazon Delivery Driver

Amazon Flex
01.2019 - 02.2020

Receptionist

Maidpro
02.2017 - 01.2019

Account Manager

Concentrix
11.2015 - 02.2017

Customer Service Representative

Connextions
07.2012 - 11.2015

High School Diploma -

A.L Brown High School

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