Dayna Fredrick
'Aiea,HI
Summary
Highly-motivated customer service representative with desire to take on new challenges. Strong customer service experience, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quick with learning new skills. Experienced in handling customer inquiries, complaints, and escalations with professionalism and empathy.
Overview
8
8
years of professional experience
Work History
Disputes Specialist
First Hawaiian Bank
Honolulu, HI
04.2023 - Current
- Intake new dispute claims or transfer customers for existing claims.
- Evaluate dispute claims for discrepancies and inaccurate information
- De-escalating and assisting with gathering case information on calls to assist with investigation process.
- Communicate with branch and other departments on calls and through emails to assist with customer dispute
- Investigate and analyze customer issues to assist with charge back process
- Provide prompt and effective solutions to resolve customer disputes and concerns.
- Maintain detailed records of interactions and resolutions in fhb database.
- Collaborate with other team members to find comprehensive solutions.
- Stay updated on our products and services to better assist customers.
- Determine transaction types and which program to file dispute with .
- Working and investigating cases in a timely manner under Reg E rules
Brand Ambassador
CLEAR
Phoenix, AZ
04.2023 - 06.2023
- Resolve traveler and/or member concerns or inquiries in an appropriate and timely manner
- Escalating needs as required/needed.
- Consistently demonstrating adherence to security procedures by validating airline documents, verifying CLEAR member traveler identification and following documented security protocols.
- Advertising Clear benefits to travelers
- Enrolling travelers with company.
- Directing and assisting customers with biometrics to ensure safe and speedy processing to TSA
Passenger Service Agent
Swissport International Ltd.
Phoenix, AZ
11.2022 - 04.2023
- Greet passengers, verify tickets, and direct them to the correct boarding area or connecting flight.
- Announce flight arrivals, departures, delays, and gate changes over the airport’s public address system.
- Process boarding passes and manage the boarding process, ensuring passengers board according to group numbers or priority status.
- Handle seat assignments and upgrades, accommodating passengers’ requests as availability permits.
- Assist passengers with special needs, ensuring they receive appropriate support and services to board the aircraft comfortably.
- Coordinate with the flight crew and ground personnel to ensure accurate passenger counts and timely departures.
- Manage the standby list, making decisions on seat allocation for waitlisted passengers based on airline policies.
- Address and resolve passenger complaints or issues that arise at the gate, such as seat disputes or boarding pass errors.
Customer Service Representative
Ciox Health Phoenix
Phoenix, AZ
03.2022 - 07.2022
- Followed confidentiality regulations to maintain patient privacy.
- Performed basic administrative duties such as initiating outbound calls, sending emails, data entry, and case management.
- create or update patient demographics
- Scheduling the retrieval or pick-up of patient medical charts
- Corresponded to internal company contacts.
- Evaluated reports and documents for discrepancies and inaccurate information.
- Researching patient physicist or physicist office when necessary
- Retrieving medical records as requested by healthcare professionals and patients
- Scanning and digitizing paper records into electronic health record systems
Office Administrator
C.s Wo
'Aiea, HI
09.2021 - 03.2022
- Answering and transferring phone
- Handling, managing and responding to sales team emails or Hr emails .
- Resolving client concerns and complaints.
- Business correspondence.
- Assisting in office walk ins.
- Balancing end of day sales
- Processing, faxing and managing sales team paperwork
- Processing payments
- Processing refunds
- Scheduling client package delivery
Fraud Specialist
Wells Fargo
Chandler, AZ
06.2021 - 08.2021
- Investigating and researching customer fraud claims
- Verify customer transactions
- Calculating customer reimbursement
- Sending fraud case to different departments when needed
- Working with Multiple computer programs to finish claims
- Reaching out to customers when needed
Assembler
Honeywell
Chandler, AZ
02.2021 - 06.2021
- Assembling face mask
- Working with production line to produce face mask
- Working with multiple machine and equipments
- Cut and seal machines
- 6 point machines
- Clip machines
- Hitting production goal with team
CSR - Customer Service Representative
Alliance Rx Prime Therapeutics
Phoenix, AZ
07.2019 - 01.2021
- Patient care coordinator
- Assisting patients and physicians with scheduling and over seeing delivery of patients medications.
- Resolving patient issues or complaints
- Informing patients about company policies as well as issuing disclaimers
- Handling inbound calls 100+ a day as well as making outbound calls when necessary.
- Verifying, updating and inputting patient demographics to patient portal.
- Reviewing HIPAA and transferring patients to necessary departments when needed.
- Working with multiple monitors and computer programs.
- Reviewing and issuing patient billing issues .
Customer service assistance
Sky harbor International
Phoenix, AZ
01.2019 - 07.2019
- Greeting and assisting customers
- Up selling store specials and sales
- Handling cash or card transactions
- Opening, auditing and closing registers
- Flexibility in moving to different work areas within the airport
- Managing and closing store without manager assistance
- Meeting end of the day goals
Supervisor
Bosa Donuts
Phoenix, AZ
08.2016 - 09.2018
- Managing and overseeing store and team
- Scheduling team members Work shifts.
- Auditing cash register, end of the day sales, Receipts and refunds.
- Managing and taking call in orders
- Signing off and verifying deliveries
- Managing and updating store inventory
- Training new hires as well as assisting with hiring interviews.
- Resolving customer complaints and issues
- Assigning team member roles and duties
- Assisting customers and order taking
- Handling cash / card transactions
- Communicating with team members on behalf of management
- Motivating and managing team to meet end of day sales.
Education
High school diploma -
WESTWOOD HIGH SCHOOL
05.2017
Skills
- Microsoft Office
- Microsoft Word
- Microsoft Powerpoint
- Microsoft Outlook
- Microsoft teams
- Customer Service
- Organizational Skills
- Computer Skills
- Excel
- Time Management
- Office Experience
- Data Entry
- HIPAA
- Google Docs
- Clerical Experience
- Databases
- Windows
- Typing
- Microsoft Access
- Customer service
- Word processing
- Clerical experience
- Banking
- Data entry
- Computer skills
- Communication skills
- Microsoft Excel
- Sales
- Research
- Office experience
- Phone etiquette
- Task Prioritization
- Teamwork and Collaboration
- Problem-Solving
- Interpersonal Skills
- Data retrieval systems
- Adaptability and Flexibility
- Decision-Making
Timeline
Disputes Specialist
First Hawaiian Bank
04.2023 - Current
Brand Ambassador
CLEAR
04.2023 - 06.2023
Passenger Service Agent
Swissport International Ltd.
11.2022 - 04.2023
Customer Service Representative
Ciox Health Phoenix
03.2022 - 07.2022
Office Administrator
C.s Wo
09.2021 - 03.2022
Fraud Specialist
Wells Fargo
06.2021 - 08.2021
Assembler
Honeywell
02.2021 - 06.2021
CSR - Customer Service Representative
Alliance Rx Prime Therapeutics
07.2019 - 01.2021
Customer service assistance
Sky harbor International
01.2019 - 07.2019
Supervisor
Bosa Donuts
08.2016 - 09.2018
High school diploma -
WESTWOOD HIGH SCHOOL
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