DeJuana Pace
Killeen,TX
Summary
Reliable Assistant Rural Carrier with experience in handling mail and parcels, maintaining accuracy in sorting and delivery. Possess strong organizational skills, adept at route planning and problem-solving to ensure efficient operations. Demonstrated ability to build rapport with customers, ensuring satisfaction through prompt and courteous service. Made significant contributions towards improving operational efficiency in previous role as an Assistant Rural Carrier.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Rural Carrier (ARC)
United States Postal Service
Copperas Cove, TX
07.2023 - Current
- Delivered mail and packages to customers on prescribed route while processing check submissions, money orders, and stamp purchases in field.
- Sorted mail according to order of address appearance for easy access in field.
- Maintained records on customers with mail forwarding and change of address requests.
- Followed safety protocols and regulations while driving, upholding professional service reputation.
- Resolved complaints calmly and professionally to maintain customer satisfaction.
- Identified postage discrepancies and escalated for resolution to limit customer delays.
- Secured and properly stored packages for delivery to eliminate damage risks.
- Distributed items on time and to correct locations for punctual, professional mail services.
Licensed Insurance Agent
Solix
Killeen, TX
08.2021 - 07.2023
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Assessed coverage plans and long-term business goals to successfully align new products with plans and strategies.
- Calculated quotes and educated potential clients on insurance options.
- Maintained high standards of customer service by building relationships with clients.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Prepared and reviewed insurance applications to verify compliance with regulations.
Customer Service Representative
DXC Technology
Topeka, KS
10.2019 - 08.2020
- Advise members of their medical coverage with Kancare
- Status of application
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Leasing Agent
West Gate Village
Topeka, KS
12.2018 - 06.2019
- Company Overview: Leasing agents work with property owners to find good tenants for their buildings
- This could be single family homes, apartments, or businesses
- Leasing agents handle the signing of leases, and act as a landlord for property owners
- Leasing agents work with property owners to find good tenants for their buildings
- This could be single family homes, apartments, or businesses
- Leasing agents handle the signing of leases, and act as a landlord for property owners
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
Customer Service Representative
Westaff
Topeka, KS
02.2018 - 08.2018
- Staffing agency, customer service work: mobility and eligibility Specialist
- Identified visual impairments related to basic life skills in areas such as self-care, literacy, communication, health management, home management and meal preparation.
- Referred clients to eye care, health care, rehabilitation and counseling services to enhance visual and life functioning.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Teleperformance
Killeen, TX
06.2017 - 12.2017
- Mobility specialist for Apple.
- Deals with selling Apple products and also explaining technical issues
- Assisted customers with product selection based on individual needs and preferences.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Created and maintained detailed database to develop promotional sales.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Collections Representative
GC Services
Copperas Cove, TX
06.2015 - 06.2017
- Collect on delinquent accounts for credit one bank, inbound and outbound calls
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Front Counter Cashier
Burger King
Topeka, KS
10.2014 - 06.2015
- Took orders at drive-thru or front counter and accurately processed payments to provide guests with great service.
- Demonstrated outgoing and friendly behavior and positive attitude and interacted well with staff and customers.
- Understood restaurant menu, limited-time offers and promotions to answer guest questions.
- Balanced cash drawer at beginning and close of shift.
- Resolved problems with orders quickly and offered refund or replacement.
- Followed company policies and procedures regarding cash handling.
- Maintained accurate records of transactions following company procedures.
- Upsold additional products and services to customers to boost sales.
Cashier
Walmart
Topeka, KS
10.2013 - 04.2014
- Cashier duties, cleaning, customer service
- Inspected floor displays, noted missing items, and immediately replenished merchandise.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Pleasantly greeted customers and provided prompt and courteous service.
- Removed trash, swept, and mopped floors for professional appearance.
- Retrieved items for customers and verified prices.
- Rotated grocery products ensuring that expired or spoiled items were immediately removed and adhered to "first in, first out" rule.
- Helped customers complete purchases by moving heavy items, collecting payments, and bagging purchases.
- Stocked shelves and organized merchandise displays for easy retrieval.
- Operated cash register to accurately process and record customer payments.
- Cleaned and maintained store aisles and merchandise displays to provide customers with positive experience.
- Communicated with customers and staff politely and professionally to uphold store standards.
- Addressed customer complaints and concerns, providing mutually beneficial solutions.
Dietary Aide
Rolling Hills Health Center
Topeka, KS
09.2012 - 06.2013
- Delivered nourishment and supplements to nurse station for distribution to specific residents.
- Cleared tables and removed dishes, trays, and utensils from dining room to dishwashing area.
- Maintained strict levels of cleanliness for tables, floors, and prep areas.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Arranged tray and or table settings with proper tableware, condiments, and tray card.
- Washed plates, cups, serving, and eating utensils and kitchen equipment in commercial dishwasher.
- Assisted in maintaining dry storage areas and handling unpacking, dating, and rotating of food and non-food supplies as directed.
- Upheld efficiency of meal services by pre-setting tables before patients arrived.
- Followed all food safety regulations while preparing meals for patients.
- Kept all kitchen areas clean, tidy and free of hazards.
- Discarded outdated food products and maintained waste disposal procedures.
- Added food items, beverages, and utensils to trays and immediately delivered to correct rooms.
Education
High school diploma -
Highland Park Highschool
Skills
- Management
- Filing
- Outlook
- Receptionist
- Marketing
- Organizational Skills
- Property Leasing
- Dietary Aide Experience
- Office Management
- Typing (4 years)
- Excel
- Microsoft Office (10 years)
- Basic math
- Customer service
- Phone Etiquette
- Computer literacy
- Time Management
- Data Entry
- Safari (Less than 1 year)
- Collections (2 years)
- Call Center (5 years)
- Technical Support (Less than 1 year)
- Microsoft Word (10 years)
- Research
- Property Management
- Sales
- Serving Experience (2 years)
- Cold Calling
- HIPAA (6 years)
- English
- Microsoft Excel
- Google Docs
- Live chat
- Software troubleshooting
- Windows
- Troubleshooting
- Driving
- Medicare
- Clerical experience
- Computer Networking
- Copywriting
- Customer support
- Accounting
- Communication skills
- ICD-10 (1 year)
- Health Insurance
- Negotiation
- Telemarketing
- Insurance Sales
- CPT Coding
- SAP
- Documentation review
- Contracts
- Complaint resolution
- Information Security
- Data Collection
- Product Knowledge
- Call Management
- Inbound and Outbound Calling
- Team Development
- Coordination
- De-Escalation Techniques
- Microsoft Outlook
- Microsoft Office expertise
- Follow-up skills
- Positive and professional
- Quality Control
- Documentation
- Prioritization
- Conflict Resolution
- Researching
- Quality Assurance Controls
- Customer Relationship Management (CRM)
- Building rapport
- Reading Comprehension
- Professional telephone demeanor
- Customer Service
- Complaint Handling
- CRM Software
- Computer Proficiency
- Dispute Resolution
- Office equipment proficiency
- Customer Education
- Typing [Number] WPM
- Customer consulting
- Grammar
- Problem-solving abilities
- Critical Thinking
- Call Center Operations
- Microsoft PowerPoint
Certification
- Basic Life Support (BLS), 08/01/21, 08/01/23
- Life and Health Insurance, 10/01/21, 12/01/23
- Insurance Producer License
- Driver's License
Assessments
- Written communication, Proficient, 05/01/18
- Customer service, Proficient, 03/01/21
Timeline
Assistant Rural Carrier (ARC)
United States Postal Service
07.2023 - Current
Licensed Insurance Agent
Solix
08.2021 - 07.2023
Customer Service Representative
DXC Technology
10.2019 - 08.2020
Leasing Agent
West Gate Village
12.2018 - 06.2019
Customer Service Representative
Westaff
02.2018 - 08.2018
Customer Service Representative
Teleperformance
06.2017 - 12.2017
Collections Representative
GC Services
06.2015 - 06.2017
Front Counter Cashier
Burger King
10.2014 - 06.2015
Cashier
Walmart
10.2013 - 04.2014
Dietary Aide
Rolling Hills Health Center
09.2012 - 06.2013
High school diploma -
Highland Park Highschool