Summary
Overview
Work History
Education
Skills
Timeline
Generic

DeJaris Nelson

Elgin,SC

Summary

Knowledgeable and dedicated Customer Service Professional and Manager with extensive experience in Billing, Finance, Collections, Quality, Employee Training, and Customer Service industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and staff. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience
3
3
years of post-secondary education

Work History

Sr. Account Service Coordinator

Aflac Group Insurance
Columbia, SC
01.2022 - Current
  • Represents Aflac as account contact for Aflac’s target brokers to clients and field force representatives; acts as liaison coordinating account maintenance activities with various internal departments and payroll account (customer) to ensure effective and efficient account administration; communicates with clients and other business units to ensure that account issues are avoided or resolved promptly and prevent re-occurrence
  • Supports enrollments in conjunction with supporting business units to ensure new business is processed and deductions are started in timely manner at account level
  • Updates and maintains account profiles, to include Servicing and other pertinent data for effective and efficient account management
  • Monitors requests for special handling and ensures service levels are met across administrative areas
  • Provides on-going client support for servicing needs; facilitates resolution to ongoing service issues; works with internal and external parties to ensure that client’s service objectives and needs are being met; proactively conducts account level audits to identify potential risks and trends related to client
  • Analyzes and completes reports related to payroll account activity to identify trends and document process improvements; maintains record of service efforts and results; implements appropriate activity to resolve service and administration concerns; partnering with supporting business unit as needed; periodically contacts payroll accounts to ensure service objectives have been met; conducts proactive payroll account audits to identify potential issues; coordinates or performs payroll account maintenance as necessary to ensure prompt and efficient service; facilitates meetings or conference calls with appropriate parties to include, management, supporting business units and other areas as needed to address payroll concerns surrounding account status and/or service objectives
  • Develops and implements testing of new ideas to increase service efficiency and client satisfaction; gathers, organizes, and prepares data for internal and external purposes; conducts/facilitates presentations to current and prospective large and/or payroll accounts; visits accounts as necessary to resolve service issues or secure business relationship
  • Coordinates efforts with Aflac Individual / Aflac Group for shared cases for billing issues on Shared Cases.

Licensed Real Estate Professional

Castle Real Estate Group
02.2020 - Current
  • Followed-up escrow process, coordinated contingency removal of property inspection and maintained timely closing of escrow
  • Managed scheduled meetings to maintain satisfaction of both buyers and sellers and facilitate smooth purchases
  • Collaborated with attorneys, loan officers and agencies to complete property sales and purchases and thoroughly explained all financial requirements and data to potential buyers and sellers
  • Identified value-added solutions to complex problems and leveraged trends in customer industries to increase sales.
  • Identified issues, analyzed information and provided solutions to problems
  • Developed and maintained courteous and effective working relationships

Field Technician Service Coordinator

Diversant LLC
Duluth, GA
11.2021 - 12.2022
  • Created new service request tickets from Chase Bank branches, contact centers, and ATM's
  • Received incoming calls from Field Technicians to resolve access issues and notate and complete service request tickets
  • Made outbound calls to Field Technicians and GNOC to advise Technicians of customer concerns and resolve Field Support issues
  • Vendor Queried and assigned inbound service ticket request based on priority, geographical locations, and certification levels
  • Created service ticket and status reports on an hourly basis to ensure that all service tickets were assigned



Loan Adjustments Assistant Manager

SC State Credit Union
01.2020 - 01.2022
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
  • Mentored sales team in applying effective sales techniques and delivering top-notch customer service
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
  • Coached and Developed Employees and provided constructive feedback about performance.
  • Created Training Program for Collections Specialist and efficiently trained the Collections Specialist on systems and processes.

Member Service Supervisor

Palmetto Citizens FCU
08.2018 - 01.2020
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands
  • Kept administrative records current and accurate to promote efficiency and team effectiveness
  • Trained, mentored and evaluated employees on service quality, knowledge and performance
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Coached and Developed Employees and provided constructive feedback about performance.
  • Resolved concerns with products or services to help with retention and drive sales
  • Led team of representatives servicing financial customers.

Member Service Assistant Supervisor

Palmetto Citizens FCU
09.2017 - 08.2018
  • Managed, trained and motivated for continuously improvement of knowledge and abilities
  • Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans
  • Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants
  • Directed strategic workforce planning, performance management, and benefits administration
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery
  • Investigated problems and discrepancies to resolve issues with renewals and member benefits delivery.

Customer Service Specialist I

Unum/Colonial Life
10.2016 - 09.2017
  • Maintained financial accounts by processing customer adjustments
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees
  • Resolved concerns with products or services to help with retention and drive sales
  • Increased efficiency and team productivity by promoting operational best practices
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
  • Described product highlights and benefits to help guide purchasing decisions
  • Reviewed and processed Supplemental Insurance claims.

Office/Human Resource Manager

CEI
09.2014 - 10.2016
  • Effectively interviewed and hired Applicants
  • Assisted New Hires through onboarding process such as drug screening, background checks, training, and employee benefits enrollment
  • Completed coaching, disciplinary actions, and terminations with documentation
  • Performs administrative duties for executive management
  • Responsibilities may include screening calls; managing calendars; making travel, meeting and event arrangements; and preparing reports and financial data
  • Monitored and handled employee claims involving performance-based and harassment incidents
  • Devised hiring and recruitment policies for 25,000-employee company
  • Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes
  • Led and strategically directed team of human resources professionals
  • Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.

Entry Processor

DHL Global Forwarding
01.2013 - 09.2014
  • Managed workflow scheduling, data entry and accuracy verification for large data projects
  • Entered numerical data into databases with speed and accuracy using 10-key pad
  • Located and corrected data entry errors and reported to management
  • Completed data entry tasks with accuracy and efficiency
  • Access shipment data into US customs to allow access into United States
  • Confirm shipments that need to be processed
  • Intermediate service, production, or support role having greater responsibility to perform all (or most) of the standard work within function
  • Directly responsible and accountable for compliance and timely processing of customs brokerage transactions as assigned in accordance to established policy and procedures
  • Thorough understanding of all functions within brokerage product and specific knowledge of company's operations, methods and procedures
  • Requires processing of medium complexity air/ocean shipments and requires more thorough understanding SPI and PGA's.

Lead Customer Service Representative

Time Warner Cable
07.2009 - 01.2013
  • Helped operators handle incoming calls and managed escalated needs with targeted resolutions
  • Coordinated responses for key accounts, using business acumen and attention to detail to balance company and customer demands
  • Engaged clients in person and over phone to answer questions and address complaints
  • Reviewed associate performance each month to identify training needs
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member
  • Answer incoming telephone calls and respond to customer requests regarding service issues in timely and accurate manner
  • Advance troubleshooting and resolution of various internet, networking, VOIP, and telephony applications
  • Provide customers with accurate and thorough diagnosis of their problem, with focus on “one call resolution” through utilizing troubleshooting techniques and/or remote access
  • Identify and escalate priority issues, transferring calls to appropriate department
  • Effectively and efficiently trained new Employees for their job skill sets
  • Assisted Supervisor with reports, call monitors, and coaching Employees
  • Maintain and exceed acceptable statistical Call Center standards
  • Handled inbound calls with objective of collecting on delinquent accounts
  • Researched, analyzed, and settled all Customer billing disputes
  • Negotiated settlements, partial payments, and setting up promise to pays.

Education

Bachelors - Business Administration: Human Resource Management

Southern New Hampshire University
Manchester, NH
11.2019 - 05.2021

Associates of Business Administration -

Southern New Hampshire University
Manchester, NH
10.2017 - 05.2019

Skills

Good listening skillsundefined

Timeline

Sr. Account Service Coordinator

Aflac Group Insurance
01.2022 - Current

Field Technician Service Coordinator

Diversant LLC
11.2021 - 12.2022

Licensed Real Estate Professional

Castle Real Estate Group
02.2020 - Current

Loan Adjustments Assistant Manager

SC State Credit Union
01.2020 - 01.2022

Bachelors - Business Administration: Human Resource Management

Southern New Hampshire University
11.2019 - 05.2021

Member Service Supervisor

Palmetto Citizens FCU
08.2018 - 01.2020

Associates of Business Administration -

Southern New Hampshire University
10.2017 - 05.2019

Member Service Assistant Supervisor

Palmetto Citizens FCU
09.2017 - 08.2018

Customer Service Specialist I

Unum/Colonial Life
10.2016 - 09.2017

Office/Human Resource Manager

CEI
09.2014 - 10.2016

Entry Processor

DHL Global Forwarding
01.2013 - 09.2014

Lead Customer Service Representative

Time Warner Cable
07.2009 - 01.2013

Similar Profiles

CREATE PROFILE
DeJaris Nelson