Deijah Youmans
Tacoma,WA
Summary
Dynamic professional with a proven track record at Humana, adept in customer service and problem-solving abilities. Excelled in high-stress situations, enhancing customer loyalty and retention through empathy and active listening. As a Servant Leader Intern at Worldpay, led teams to innovate and improve IT security, showcasing critical thinking and Agile coaching skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Humana
12.2019 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Servant Leader Intern (Scrum Master)
Worldpay
08.2017 - 09.2019
- Identified team weak points and implemented corrective actions to resolve concerns.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
- Advising senior leadership on latest IT technologies to aid in decision making.
- Developing threat models and security requirements for Application Programming Interfaces (API).
- Developing procedures, awareness programs, and supporting templates.
- Developing and executing strategies for information technology quality assurance (QA).
- Preparing internal and external reports that may include providing audit liaison support to IT operations
- Analyzing short, medium, and long-range projects for solutions of complex operational or policy issues in areas such as information security, information security reporting, systems development life cycle, quality assurance, etc.
Education
Associate of Science - Business Management
University of Maryland - Baltimore County
Baltimore, MD08.2024
No Degree - Exercise Science
Warner University
Lake Wales, FL04.2017
High School Diploma -
Fort Pierce Westwood High School
Fort Pierce, FL05.2015
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Agile Coaching
- Sprint Planning
- Meeting facilitation
- Scrum Framework Expertise
- Risk Identification
Certification
- Certified Scrum Master, Scrum Alliance - 2024
Timeline
Customer Service Representative
Humana
12.2019 - 12.2023
Servant Leader Intern (Scrum Master)
Worldpay
08.2017 - 09.2019
Associate of Science - Business Management
University of Maryland - Baltimore County
No Degree - Exercise Science
Warner University
High School Diploma -
Fort Pierce Westwood High School