Dion Smith
New Braunfels,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
Work History
Outreach Activation Spec II
Charter Communications, LLC
04.2023 - Current
- Educated customers on device usage, promoting optimal utilization of features and functions.
- Assisted clients in troubleshooting technical issues, resulting in reduced returns and exchanges.
- Effectively managed time between multiple tasks while maintaining a high level of attention to detail during daily duties.
- Adhered strictly to company policies regarding data privacy when handling sensitive customer information.
Default Prevention Specialist
PenFed Credit Union
08.2020 - 06.2022
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Worked in call center environment handling manual and automatically dialed outbound & inbound calls.
Card Services Representative
JPMorgan Chase
03.2019 - 08.2020
- Championed company values by embodying a customer-first mindset and fostering a collaborative work culture within the team.
- Increased efficiency in dispute resolution, maintaining detailed documentation and thorough investigations.
- Demonstrated accuracy in processing financial transactions.
- Maintained compliance with federal and state laws and company policies and procedures.
- Maintained compliance with industry regulations by adhering to strict guidelines during customer interactions.
Insurance Specialist
Nationwide
05.2011 - 06.2019
- Researched and resolved routine and complex issues.
- Ensured regulatory compliance through diligent monitoring of company practices and adherence to guidelines.
- Simplified complex insurance concepts for clients, facilitating informed decision-making regarding policy options.
- Trained new hires on company policies and procedures, ensuring a seamless transition into the Insurance Specialist role.
- Proactively addressed potential risks by conducting thorough reviews of clients'' policies for coverage gaps.
- Educated clients on insurance policies and procedures.
Collection Customer Service Representative
JPMorgan Chase
05.2008 - 01.2011
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Collaborated with the billing department to resolve discrepancies in account balances and ensure accurate invoicing for customers.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
Education
Associate of Arts - Business Administration
University of Phoenix
Tempe, AZSkills
- Multitasking proficiency
- Critical thinking abilities
- Goal Setting and Achievement
- Networking and relationship building
- Time management mastery
- Regulatory Compliance Awareness
Timeline
Outreach Activation Spec II
Charter Communications, LLC
04.2023 - Current
Default Prevention Specialist
PenFed Credit Union
08.2020 - 06.2022
Card Services Representative
JPMorgan Chase
03.2019 - 08.2020
Insurance Specialist
Nationwide
05.2011 - 06.2019
Collection Customer Service Representative
JPMorgan Chase
05.2008 - 01.2011
Associate of Arts - Business Administration
University of Phoenix
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