Summary
Overview
Work History
Education
Skills
Accomplishments
Core Competencies
Certification
Languages
Timeline
Generic

De'Jaughn Padonu

San Antonio,TX

Summary

Experienced customer service professional with background in insurance services, technical support, and client relationship management. Demonstrated proficiency in clear communication, efficient issue resolution, and delivering exceptional service through phone, chat, and email channels. Expertise in utilizing remote tools and effectively managing high-volume workload independently, all while maintaining strong sense of empathy and meticulous attention to detail.

risk assessment, and cross-functional collaboration.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Insurance Service Representative

SWBC
05.2024 - Current
  • - Support clients by answering policy-related inquiries and resolving issues with a high level of accuracy and professionalism.
  • - Process insurance claims and update policy details in client records.
  • - Provide clear explanations of coverage options and assist customers in navigating their insurance benefits.
  • - Recognized for consistently achieving call resolution targets and positive feedback scores.

Customer Service Representative

GlowTouch
11.2022 - 04.2024
  • - Delivered remote support to clients across multiple states for a tech-based client, maintaining KPIs for call time, customer satisfaction, and resolution rate.
  • - Utilized CRM tools to document interactions and escalate complex issues appropriately.
  • - Commended for patience, professionalism, and the ability to defuse escalated situations.

Retail Associate

Ross Dress for Less
08.2021 - 12.2022
  • - Provided excellent in-person service, including product assistance, cashiering, and inventory support.
  • - Handled customer complaints effectively, leading to improved retention and satisfaction.

Education

High School Diploma -

Byron P. Steele High School
Cibolo, TX

Associate of Applied Science - Cybersecurity

Northeast Lakeview College
San Antonio, TX

Skills

  • Skilled in utilizing Salesforce and Zendesk for customer relationship management
  • Communication: Microsoft Teams, Slack, Zoom
  • Experience with Microsoft Office and Google Workspace
  • Typing proficiency: 40 WPM
  • Effective problem solving
  • Professionalism and ethics
  • Claims processing
  • Data entry proficiency
  • Strong interpersonal skills
  • Adaptability and flexibility
  • Effective communication
  • Active listening

Accomplishments

  • Supervised team of 12 staff members.
  • Collaborated with team of 5 in the development of Customer Win back Campaign

Core Competencies

  • Remote Customer Support
  • Technical Troubleshooting
  • Insurance Policy Assistance
  • Multichannel Communication (Phone, Email, Chat)
  • CRM Software (Salesforce, Zendesk, etc.)
  • Claims Processing & Documentation
  • Conflict Resolution
  • Time Management & Organization

Certification

  • General Lines Agent License - 10/02/2024


Languages

English
Native or Bilingual
Spanish
Limited Working

Timeline

Insurance Service Representative

SWBC
05.2024 - Current

Customer Service Representative

GlowTouch
11.2022 - 04.2024

Retail Associate

Ross Dress for Less
08.2021 - 12.2022

Associate of Applied Science - Cybersecurity

Northeast Lakeview College

High School Diploma -

Byron P. Steele High School

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