DIENYE IBIANGA
Houston,Tx
Summary
A professional, versatile in Customer Service delivery with 10+ years of experience in the Banking, Insurance, Retail and Health care sectors. Detail Oriented insurance agent with excellent communication and marketing skills. Focused on deepening and retaining excellent working relationships. A personable and collaborative professional, and a proven high performer with the capability to multi-task. Highly motivated, energetic and efficient team member with the ability to think and execute outside the box and having a desire to play a key role in organization building
Overview
18
18
years of professional experience
Work History
Customer Service Representative
TTEC
10.2025 - Current
- Utilized CRM systems to track customer interactions and manage feedback effectively.
- Conducted regular training sessions for staff to improve product knowledge and service standards.
- Analyzed customer feedback data to identify trends and recommend process improvements.
- Collaborated with management to develop strategies enhancing guest satisfaction rates.
Customer Service Representative
Princess Cruises
Florida Gardens, FL
12.2024 - 09.2025
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Mentored new team members on company policies and customer engagement strategies.
- Streamlined communication processes between departments to enhance service delivery.
Substitute Teacher
Fort Bend Independent School District
Sugar Land, Tx
12.2021 - 09.2024
- Provides classroom instruction to a maximum of 30 students as outlined in lesson plans
- Creates a classroom that is conducive for learning, and proportional to the maturity levels and interests of students, measuring and achieving a 5 minutes reduction in completion times of assigned tasks
- Maintains a safe and orderly environment via instruction. Design activities, resulting in a 23% enhanced engagement of students
- Takes all necessary and reasonable precautions to protect students, equipment, materials, and facilities. Maintains reasonable rules of conduct which encourage self-discipline and responsibility
- Communicates effectively with parents when needed, after evaluations of students’ performances have been conducted, including their behavior, social development, physical health and daily living skills, such as independent feeding, dressing and toileting
- Meets and instructs assigned classes in the locations and times designated. Completes other duties as assigned
Mental Health Technician
Oakbend Medical Center
Richmond, Tx
04.2021 - 11.2021
- Provided physical support with personal care services/activities of daily living (ADLs) to about 6 assigned patients/individuals
- Served as designated lead worker and relief shift charge for a designated living area and shift. Observed patient behaviors and notified the change nurse of unusual or potentially dangerous occurrences
- Coordinated, monitored and reviewed the completion of daily staff monitoring sheets, data collection reports, and progress reports, reducing team turnaround times by 4%
- Verified individuals’ safety and protection through monitoring and supervision. Assisted and worked collaboratively with other mental health professionals to provide consistent care and minimize diversion
Direct Support Professional 1
Richmond State Supported Living Center
Richmond, Tx
10.2019 - 04.2021
- Provided immediate intervention and de-escalation, to help prevent harm to self or others, for the maximum of 7 assigned patients
Front-end Cashier
Walmart
Missouri City, Tx
10.2018 - 10.2019
- Provided member service by acknowledging the member and identifying members’ needs
- Assisted members with purchasing decisions and locating merchandise for an average of about 50 customers per day
- Helped resolve member issues and concerns that increased customer satisfaction by 7% as reported by customer surveys
- Answered questions about merchandise, store policies and ongoing promotions
- Provided guidance and support to members regarding member self-service technology
- Applied coupons, discounts and rung up sales on computerized registers. Received payments via cash, credit and debit cards
- Maintained customers cash in a professional manner ensuring that the cash drawer was always balanced every hour during my shifts
- Coached and mentored sales team members, and participated in daily and weekly store training exercises
- Provided operational expertise to external customers in a professional manner. Promoted the company’s products and services during interactions with customers and potential customers
Assistant Branch Manager
United Bank for Africa, PLC
Port-Harcourt, Nigeria
12.2007 - 07.2018
- Acquired Business prospects within and outside the branch through potential client engagements. Developed work Centers of Influence to expand the customer base. Drove branch sales and portfolio growth by recommending various financial products to a range of clients and customers, continuously exceeding the 10 new clients/month target
- Coordinated and Retained Relationships - Developed new and existing customers to ensure cross-sell of deposits, credit, convenience and personal products which contributed to the increase of the branch’s profitability by 11%
- Applied knowledge of financial, as well as state and federal regulations regarding financial operations, business processes and reported requirements. When supporting tellers, processed 25 or more cash withdrawals within an hour accurately and efficiently
- Supervised, coached and mentored a minimum of 5 sales team members, organized weekly trainings for the branch, and assisted in the execution of internal controls, financial policies and procedures
- Evaluated prospective customers to determine insurance needs and calculated eligibility (underwriting) to recommend appropriate coverage options. Stayed abreast of underwriting guidelines for insurance carriers per time
- Surpassed customer loyalty targets of the company by 13%
Education
Teacher’s Certification -
Texas Teachers of Tomorrow Training
Certified Life, Accident & Health Insurance Agent - undefined
Texas Department of Insurance
Certified Property & Casualty Insurance Agent - undefined
Texas Department of Insurance
Bachelor of Technology - Pure & Applied Mathematics
Rivers State University of Science and Technology
Port-Harcourt, NigeriaSkills
- Patient and Empathic
- Skilled administration
- Excellent Communication Skills
- Flexible, adaptive and cool under pressure
- Conflict resolution
- Creativity
- Strategic problem solver
- Collaboration and teamwork
- Skilled Negotiator
Timeline
Customer Service Representative
TTEC
10.2025 - Current
Customer Service Representative
Princess Cruises
12.2024 - 09.2025
Substitute Teacher
Fort Bend Independent School District
12.2021 - 09.2024
Mental Health Technician
Oakbend Medical Center
04.2021 - 11.2021
Direct Support Professional 1
Richmond State Supported Living Center
10.2019 - 04.2021
Front-end Cashier
Walmart
10.2018 - 10.2019
Assistant Branch Manager
United Bank for Africa, PLC
12.2007 - 07.2018
Certified Life, Accident & Health Insurance Agent - undefined
Texas Department of Insurance
Certified Property & Casualty Insurance Agent - undefined
Texas Department of Insurance
Bachelor of Technology - Pure & Applied Mathematics
Rivers State University of Science and Technology
Teacher’s Certification -
Texas Teachers of Tomorrow Training