Dazjulae Stokes
Suffolk,VA
Summary
Proficient in customer inquiry resolution and team training. Known for driving customer satisfaction through efficient complaint handling and data-driven insights, ready to support organizational goals and enhance service delivery.
Versatile customer service representative and medical professional with extensive experience monitoring and maintaining service standards and call handling thresholds. Conscientious and personable supervisor with strong understanding of principles and procedures relating to customer service. Committed to contributing to superior service, maximum revenue generation and high productivity.
Overview
8
8
years of professional experience
Work History
Customer Service Representative Team Lead
Maximus
Suffolk, VA
01.2024 - 01.2026
- Led team in resolving customer inquiries, ensuring high-quality service delivery.
- Trained new representatives on systems and processes to enhance performance.
- Monitored team performance metrics, driving continuous improvement initiatives.
- Implemented feedback mechanisms to improve customer satisfaction scores.
- Provided support in escalated customer interactions, ensuring effective resolutions.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
Overnight Problem Solver
Amazon
Chesapeake, VA
10.2022 - 08.2025
- Analyzed operational workflows to identify inefficiencies and implement process improvements.
- Collaborated with cross-functional teams to enhance problem-solving strategies and drive customer satisfaction.
- Defined problem to identify, prioritize and select alternatives.
- Employed various tools and equipment to find solutions to difficult or complex issues.
- Researched and extracted data to complete tasks.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures.
- Resolved complex issues by utilizing data-driven insights, improving decision-making processes across departments.
Customer Service Representative
IBEX Global
Hampton, VA
12.2017 - 09.2022
- Resolved customer inquiries through multiple channels, enhancing satisfaction and loyalty.
- Trained new team members on company policies and effective communication techniques.
- Implemented process improvements that streamlined service delivery and reduced response times.
- Collaborated with cross-functional teams to address complex customer issues effectively.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Associate of Science - Medical Assistance
Centura College
Newport News, VA06-2022
Skills
- Team management
- CRM software
- Call center experience
- Complaint handling
- Issue resolution
- Data entry
- Tech support
- Excellent communication
- Phone and email etiquette
- Documentation and recordkeeping
Timeline
Customer Service Representative Team Lead
Maximus
01.2024 - 01.2026
Overnight Problem Solver
Amazon
10.2022 - 08.2025
Customer Service Representative
IBEX Global
12.2017 - 09.2022
Associate of Science - Medical Assistance
Centura College