Dion Silas
Jacksonville,FL
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
14
14
years of professional experience
Work History
MEMBER SERVICE REPRESENTATIVE
Christian Care Ministries
08.2021 - 02.2024
- Assisted members and providers with medical billing inquiries, research and present accurate, complete and sometimes sensitive and/or difficult to hear information to caller with tact and grace.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved accounting, service and delivery concerns.
- Managed approximately 40+ incoming and outgoing calls per day.
- Assisted callers with navigating online products and tools, enhancing their overall experience with the company's resources.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
CLIENT SERVICE REPRESENTATIVE
Bank of America/Merrill Lynch
09.2015 - 02.2021
- Managed approximately 30+ incoming calls per day.
- Ensured product compliance concerning wealth management, retirement benefits, and supported financial advisor’s inquiries; processed financial transactions for retirement plans, banking and brokerage accounts.
- Resolved complaints/inquiries proficiently; made sure appropriate account modifications applied by recording details of inquiries, complaints, or comments.
- Troubleshoot web-based technology requests: password reset, online banking needs, and assist navigation of company’s website.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
FORECLOSURE CLAIM SPECIALIST
JP Morgan Chase
03.2010 - 08.2014
- Performed financial reconciliation on defaulted accounts and funds received on Fannie Mae and Freddie Mac home mortgage loans.
- Weekly managed 300+ queue of delinquent loan accounts; bringing current account status in MSP system.
- Researched, identified, recommended recovery options with investors, insurers, and vendors to increase profit for Chase
- Appointed by leadership to train new hires.
- Responsible for quality assurance checks, created performance strategies adhered by team resulting in an increase of team productivity and decrease of error rate.
- Reduced claim processing time by implementing efficient workflow procedures and organization systems.
Education
High School Diploma -
Sandalwood High School
Jacksonville, FL06.1993
Some College (No Degree) -
Florida State College At Jacksonville
Jacksonville, FLSkills
- Active Listening
- Analytical Thinking
- Customer Support
- Issue Resolution
- Microsoft Office
- Problem-solving abilities
- 70 wpm Typing Speed
Timeline
MEMBER SERVICE REPRESENTATIVE
Christian Care Ministries
08.2021 - 02.2024
CLIENT SERVICE REPRESENTATIVE
Bank of America/Merrill Lynch
09.2015 - 02.2021
FORECLOSURE CLAIM SPECIALIST
JP Morgan Chase
03.2010 - 08.2014
High School Diploma -
Sandalwood High School
Some College (No Degree) -
Florida State College At Jacksonville
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