Dione Ford
San Antonio,USA
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
Work History
Insurance Professional I
USAA
01.2021 - Current
- Assist Service Members, Spouses, and family member with insurance needs.
- Licensed in Property and Casualty Insurance for all 50 states.
- Provides help with billing concerns, issue new policies, adjust policy coverages, provide recommendations and advice to help members with potential gaps in coverage to help secure financial stability.
- Ability to work in team environments and share best practices for talking points to offer products based on the member's needs. Provide team with updates to ensure accurate advice is utilized to provide the best member experience, and to remain compliant.
- Possess the ability to de-escalate with high priority situations.
- Over a year experience with supporting the Advocacy Team providing research and a resolution for CEO Complaints sent in via phone channel, email, chat, and or written letters.
- Aided the CEO Member Relations Team by, logging complaints sent in by members and routing to the appropriate department for resolution.
- Consistently maintains a 100% Quality Assurance score for Compliance and Technical metrics.
- Adhered to schedule by maintaining Member Time Metric of 94% or higher.
Dispatcher
Texas Trans Eastern
09.2019 - 04.2020
- Create and modify drivers’ schedules independently as dictated by customer needs and to ensure the most efficient delivery to customers.
- Monitor fuel usage and make independent decisions about when and where to deliver fuel, including decisions regarding diverting fuel loads, cancelling deliveries and adding deliveries as needed.
- Determine number of trips and vehicles to run, assign drivers and equipment to runs.
- Supervise drivers including ensuring the safety of drivers' loads.
- Monitored Fuel Levels for over 50 Gas Store locations.
Collections Representative
Spectrum
01.2019 - 09.2019
- Attempt to collect payments on customers past due bills.
- Provided payment options to prevent the customer from being transferred to a collection’s agency.
- Supported team with any updates or changes to processes within the Collections Department.
- Met monthly target for collection accounts ranging from $2,000 to $4,000.
Team Lead
Kohl’s Credit Operations
07.2013 - 10.2018
- Responsible for team development and engagement to ensure associates meet business goals.
- Analyzes measurable individual and team outcomes and prepares action plans to continuously improve performance.
- Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing obtainable performance future goals.
- Assist management team of 15 associates assisting with a high risk compliance event.
- Resolved escalated situations by researching and using independent judgment based on customer’s needs.
Education
Associate of Applied Science - Business Management
Houston Community College
Katy, Texas09-2027
Associate of Applied Science - Computer Network Technology
Delgado Community College
New Orleans, Louisiana01-2009
Associate of Applied Science - Computer Networking Technology
Herzing College
Kenner, LA01.2004
High School Diploma -
Alfred T. Bonnabel High School
Kenner, LA05.2003
Skills
- Results-driven customer service leader with 10 years’ experience in credit card services, fraud prevention, and regulatory compliance
- Expert in developing high-performing teams, coaching representatives to exceed contact center metrics through targeted training and performance assessments
- Proven ability to thrive in fast-paced environments, effectively managing multiple priorities while maintaining composure and delivering exceptional results
- Dedicated volunteer with experience creating educational materials and caring for children of all ages, including those with special needs
- Effective time management
- Detail-oriented approach
Accomplishments
- Member of the Diamond Club in 2021.
- Nominated for the Made for Excellence Award in 2022.
- Nominated for the Honor Society at the Houston Community College in 2024.
- Received the Made for Quality Award in 2025.
Timeline
Insurance Professional I
USAA
01.2021 - Current
Dispatcher
Texas Trans Eastern
09.2019 - 04.2020
Collections Representative
Spectrum
01.2019 - 09.2019
Team Lead
Kohl’s Credit Operations
07.2013 - 10.2018
Associate of Applied Science - Business Management
Houston Community College
Associate of Applied Science - Computer Network Technology
Delgado Community College
Associate of Applied Science - Computer Networking Technology
Herzing College
High School Diploma -
Alfred T. Bonnabel High School