Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Diona Canty

Waldorf,MD

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

16
16
years of professional experience

Work History

Case Manager

Shelter House Inc
11.2022 - 02.2023
  • Developed and implemented training programs for staff.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
  • Partnered with local organizations to expand access to social and community services.
  • Conducted outreach activities to engage local stakeholders in programs.
  • Utilized trauma-informed approach to promote healing and empowerment for clients.
  • Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
  • Developed and implemented safety plans for clients at risk of harm to provide protection.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.

Itinerant Special Education Assistant

Imagine Andrews Public Charter School
01.2020 - 05.2020
  • Supported 4 students with IEPs and kept record of student progress
  • Addressed scholars learning and behavioral needs under supervision of special education resource teachers and program coordinator
  • Communicated with all school personnel and support various activities that support developmental and learning needs.
  • Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
  • Interacted physically and verbally with students throughout each day.

Call Center Representative

FEMA Federal Emergency Management Agency
09.2018 - 10.2019
  • As a call center representative I handled and managed incoming phone calls in a timely, professional and polite manner, following different scripts for different topics to meet the customers needs
  • I worked with others and management to get the most accurate information, as well as doing needed research
  • I clarified information and researched issues to provide an accurate solution
  • I handled a high volume of inbound and outbound calls creating a positive experience during a stressful time
  • As a call center representative I focused on the caller, paid attention to detail and worked very efficiently.

City Carrier Assistant

United States Postal Service, USPS
03.2018 - 09.2018
  • Delivered and collected mail on foot or by vehicle under varying road and weather conditions in a prescribed area.
  • Maintained professional and effective public relations with customers and others, requiring a general familiarity with postal laws, regulations, products and geography of the area
  • Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift.
  • Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
  • Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.

Credit Union Teller

Co op family services
01.2017 - 03.2018
  • As a credit union teller I conducted routine transactions such as, performing deposit withdrawals and payments, managing accounts and answering customers inquiries.
  • I balanced my own cash drawer at the end of each work day to be sure transaction totals equal the computer totals.
  • I assessed customers needs and introduced new products and/or services.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Processed customer transactions promptly, minimizing wait times.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.

Dedicated Aide

Oxon Hill High School
09.2016 - 01.2017
  • As a dedicated aid I was assigned to assist one of 5 students in the special education regional program
  • I performed many duties outside of my job title
  • I took attendance, kept a log of the student's behavior and daily activities and made reports that I turned in very week
  • I assisted the teacher with daily class activities and class work assignments
  • I also made daily reports for the parents of each student everyday.

Transportation Security Officer

Transportation security administration
11.2015 - 09.2016
  • My duties as a TSO is to provide the most safe and effective transportation security by following standardoperating procedures, having integrity, team spirit, and innovation
  • I use proper procedures to screenpassengers and their property for prohibited items and/or potential threats
  • Checked passenger's carry-on luggage using x-ray equipment
  • Screened passengers using a combination of visual observation, patdowns and metal detector screening
  • Reported possible threats to the chain of commands.

Cashier

Wing Heaven
11.2011 - 06.2012
  • As a cashier I operated the cash register handling cash and card transactions with costumers
  • I greeted customers that entered and exited the store, maintained a clean and tidy checkout area and kept a record of cash and credit transactions
  • I assisted with opening and closing by following the correct procedures.

Representative

Household realty
06.2007 - 08.2008
  • Greeted visitors or callers daily to handle questions or direct to appropriate staff
  • Documented and routed business correspondence to manage office paperwork
  • Organized files, developed spreadsheets, faxed reports and scanned documents to bolster organizationalworkflow
  • Made orders for new office supplies based on demand and budgetary restraints
  • Offered diverse clerical support to office team members, managed correspondence, answered telephonecalls and tracked documentation
  • Maintained business records by updating customer information
  • Dispersed incoming mail to correct recipients throughout office
  • Tracked office stock and maintained inventory in neat and organized fashion.

Education

High School Diploma -

Surrattsville High School
Clinton. MD
05.2012

Skills

  • Professional Telephone Demeanor
  • Prioritization
  • Active Listening
  • Conflict Resolution
  • Highly dependable
  • Excellent attention to detail
  • Documentation proficiency
  • Needs assessment
  • Case management
  • Written and verbal communication

Additional Information

  • Willing to relocate to:, Washington, DC - virginia - marylandAuthorized to work in the US for any employer

Timeline

Case Manager

Shelter House Inc
11.2022 - 02.2023

Itinerant Special Education Assistant

Imagine Andrews Public Charter School
01.2020 - 05.2020

Call Center Representative

FEMA Federal Emergency Management Agency
09.2018 - 10.2019

City Carrier Assistant

United States Postal Service, USPS
03.2018 - 09.2018

Credit Union Teller

Co op family services
01.2017 - 03.2018

Dedicated Aide

Oxon Hill High School
09.2016 - 01.2017

Transportation Security Officer

Transportation security administration
11.2015 - 09.2016

Cashier

Wing Heaven
11.2011 - 06.2012

Representative

Household realty
06.2007 - 08.2008

High School Diploma -

Surrattsville High School
Diona Canty