Dayna Berger
Lynchburg,VA
Summary
Experienced Customer Service Representative adept at resolving escalated calls with a one and done approach. Proficient in handling diverse customer inquiries, achieving a high-resolution rate, and serving as a Subject Matter Expert for complex issues. Demonstrated history of growth and advancement within Bank of America from May 2015 to April 2023.
Overview
9
9
years of professional experience
Work History
Project Manager
FIS
St. Petersburg, FL
02.2024 - 05.2024
- Created team objectives and roles with specific goals outlined for each individual.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
- Led meetings with internal team members, consultants and contractors.
- Provided guidance to team members regarding tasks assigned to them.
- Created and implemented processes to ensure successful completion of projects.
Client Services Manager
Fivelabs
Tampa, FL
04.2023 - 11.2023
- Orchestrated project plans, ensuring alignment with data science initiatives and business objectives.
- Conducted meetings with internal teams, consultants, and medical professionals.
- Built and established strong partnerships with teams, vendors and contractors.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
- Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables.
Senior Business Resolution Specialist
Bank of America
Tampa, FL
12.2018 - 04.2023
- Demonstrated growth from previous position.
- Monitored staff performance to ensure adherence to customer service standards.
- Maintained a 98% accuracy rate in documenting information in computer systems while actively listening to customer concerns.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Resolved escalated calls at a rate of 75% achieving a one and done resolution for intricate customer issues.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Achieved a 75% resolution rate of customer issues in real-time or via follow-up, meeting established performance goals in efficiency,
Senior Customer Service Specialist
Bank of America
Tampa, FL
04.2017 - 12.2018
- Advanced within the organization and acknowledged for exceptional performance in providing strategic support for account opening procedures and policies with a 100% accuracy.
- Recognized as a Subject-Matter Expert (SME) in Chat Concierge operations, for strategic support in account opening procedures and policies,
- Handled incoming calls daily, identifying and resolving customer needs related to benefit and eligibility, billing and payments, authorizations for treatment, and Explanation of Benefits (EOBs).
- Collaborated with cross-functional teams in Charlotte, Tampa, and India, handling transactions daily and providing timely support as required.
- Responded to customer emails with accurate product and service information.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Provided technical support for troubleshooting software applications used by customers.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
Technical and Teller Support Specialist
Bank of America
Tampa, FL
05.2015 - 04.2017
- Initiated career growth by managing technical incident tickets, providing effective troubleshooting guidance and solutions.
- Offered comprehensive procedural guidance for transactions and teller error adjustments, leveraging a strong understanding of business analysis principles.
- Managed and resolved incidents according to service agreements.
- Balanced competing priorities through deliberate project and time management practices.
Education
Some College (No Degree) - Secondary Education
West Virginia State University
Institute, WVSome College (No Degree) -
Central Virginia Community College
Lynchburg, VASome College (No Degree) - Data Engineering
Auburn University
Auburn, ALSkills
- Quality Assurance
- Verbal and Written Communication
- Project Management
- Project Planning
- Information verification
- Leadership
- Customer service
- Issue research
- Troubleshooting
- Documentation review
- Complaint resolution
- Staff training
- Team Monitoring
- Customer Relationship Management (CRM)
- CRM software
- Microsoft Office
Timeline
Project Manager
FIS
02.2024 - 05.2024
Client Services Manager
Fivelabs
04.2023 - 11.2023
Senior Business Resolution Specialist
Bank of America
12.2018 - 04.2023
Senior Customer Service Specialist
Bank of America
04.2017 - 12.2018
Technical and Teller Support Specialist
Bank of America
05.2015 - 04.2017
Some College (No Degree) - Secondary Education
West Virginia State University
Some College (No Degree) -
Central Virginia Community College
Some College (No Degree) - Data Engineering
Auburn University
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