Overview
Work History
Education
Skills
Community Service
Languages
Timeline
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Del Dickens

Houston,TX

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Manhattan Life
09.2022 - Current
  • Handle customer inquiries and suggestions courteously and professionally.
  • Actively listen to customers, handle concerns quickly, and escalate major issues to supervisor.
  • Answer inbound calls promptly to avoid on-hold wait times.
  • Answer inbound calls from customers, providers, and 3rd party companies pertaining to life and health policies.
  • Direct death claims and health claims to the appropriate departments for processing.
  • Research transaction history for verification and possible errors.
  • Provide provisional information pertaining to policies.
  • Outbound call customers to provide more information regarding updates on open claims.
  • Operate AS400 to access policy information.
  • Direct payment and banking information to the premiums department for processing.
  • Investigate profile information for possible clerical errors.
  • Update account information to maintain customer records.

Customer Service Representative

FIS
10.2021 - 08.2022
  • Processed insurance premium payments in a timely manner.
  • Activated health care cards for use.
  • Answered IRS inbound calls.
  • Processed IRS payments.
  • Gathered debit/credit card numbers, addresses, and date of birth.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Managed over 50 customer calls per day.

Administrative Assistant

Office Of Child Support Enforcement
02.2020 - 10.2021
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Notated any incoming recipient calls.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Researched possible addresses for recipients in order to mail appropriate forms.
  • Analyzed incoming checks and keep record checks awaiting to be processed.
  • Analyzed checks for possible errors and report them for stop pay, reissues.

Assistant Store Manager

It's Fashion Metro
07.2016 - 02.2020
  • Supervised daily operations to meet performance, quality, and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Maintained regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed strategy to increase sales and drive profits.
  • Made hiring recommendations to increase company's productivity and profitability.
  • Recruited and interviewed applicants.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Education

Bachelor of Arts - Psychology

Southern New Hampshire University
Hooksett, NH

Skills

  • Account Updating
  • Report Generation
  • Information Security
  • Complaint Resolution
  • Data Entry
  • Scheduling
  • Product Knowledge
  • Team Development
  • Critical Thinking
  • Customer Service

Community Service

In the past few years I have been a member of Summer Spryte Partee and CommUNITY1st. In these group, we have fed people who are homeless, hosted talent shows recommended to the youth, and cleaned up neighborhoods by picking up litter.

Languages

ASL
Elementary

Timeline

Customer Service Representative

Manhattan Life
09.2022 - Current

Customer Service Representative

FIS
10.2021 - 08.2022

Administrative Assistant

Office Of Child Support Enforcement
02.2020 - 10.2021

Assistant Store Manager

It's Fashion Metro
07.2016 - 02.2020

Bachelor of Arts - Psychology

Southern New Hampshire University

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Del Dickens