Devyn Malone
Fort Worth,TX
Summary
Dynamic Customer Service Representative with a proven track record at Affinity Health Plan, excelling in conflict resolution and active listening. Enhanced customer loyalty through empathetic complaint resolution and efficient call handling. Committed to process improvement and maintaining detailed records, ensuring high satisfaction and repeat business.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Apple
Fort Worth, TX
10.2023 - 03.2025
- 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.
Customer Service Representative
Affinity Health Plan
Waco, TX
02.2021 - 09.2023
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Nurse Assistant
Legend Oaks Healthcare and Rehabilitation
Waxahachie, TX
01.2019 - 03.2021
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Supported patient mobility by transferring them from bed to chair or other locations using proper lifting techniques, reducing the risk of injury for both patients and staff members alike during such activities.
Education
Northside High School
Fort Worth, TXSkills
- Customer service
- Conflict resolution
- Call handling
- Record keeping
- Customer relationship management
- Product knowledge
- Active listening
- Process improvement
Affiliations
- Member, International Association of Administrative Professionals (IAAP)
- International Customer Service Association
- Association of Health Care Administrative Assistants (AHCAA)
Certification
- Customer Value Optimization Specialist DigitalMarketer.
- Microsoft Office Specialist (MOS) - Microsoft.
- Certified Customer Experience Professional (CCEP) - Customer Service Institute of America.
Timeline
Customer Service Representative
Apple
10.2023 - 03.2025
Customer Service Representative
Affinity Health Plan
02.2021 - 09.2023
Nurse Assistant
Legend Oaks Healthcare and Rehabilitation
01.2019 - 03.2021
Northside High School