Dionna Sherman
Milwaukee,WI
Summary
Customer service professional with proven history of providing high-quality care and support. Expertise in resolving customer concerns and enhancing service efficiency. Team-oriented and results-focused, adaptable to changing needs, and skilled in communication and problem-solving.
Overview
10
10
years of professional experience
Work History
Security Officer
Milwaukee Public Schools, MPS
Milwaukee, WI
09.2022 - 06.2024
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Conducted thorough investigations into security incidents, documenting findings, and recommending appropriate actions.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
Customer Care Agent II
Spectrum
Milwaukee
06.2021 - 08.2022
- Answering questions about spectrums products or services
- Processing orders and transactions
- Resolving issues and troubleshooting technical problems
- Delivering information about spectrum offerings
- Providing proactive customer outreach
- Handling customer complaints
- Collecting and analyzing customer feedback
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Implemented proactive outreach efforts for at-risk customers, resulting in decreased account cancellations.
Security Officer
GardaWorld Security Services
Milwaukee
10.2018 - 06.2021
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Checked and verified photo identification prior to granting facility access.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
Customer Service Representative
State Collections
West Allis
03.2017 - 10.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Customer Service Teller
Guaranty Bank
Brookfield
05.2016 - 03.2017
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Enhanced customer satisfaction by efficiently processing transactions and resolving issues.
- Increased efficiency by staying up-to-date on the latest banking technologies and systems.
- Supported branch management in achieving operational excellence through proactive identification of areas for improvement.
- Made dozens of transactions daily, and communicated with different types of clients and sold bank's products/services.
- I played a fundamental role in achieving our customer satisfaction and revenue growth objectives
Customer Service Representative
Jc Penny
Milwaukee
07.2014 - 05.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Communicated with customers in regards to the availability of
merchandise, shipping information and payment methods - Researched charges and adjustments on previous orders
Coordinated daily with facilities, customer relations and store associates on specific orders as needed
Education
High School Diploma -
Transition High School
Milwaukee, WI01.2014
Skills
- Multitasking and organization
- Inbound customer service
- Adaptability and flexibility
- Active listening
- Problem resolution
- Email communication
- Phone etiquette
- Data entry
- Product knowledge
- Proficient In Epic
Timeline
Security Officer
Milwaukee Public Schools, MPS
09.2022 - 06.2024
Customer Care Agent II
Spectrum
06.2021 - 08.2022
Security Officer
GardaWorld Security Services
10.2018 - 06.2021
Customer Service Representative
State Collections
03.2017 - 10.2018
Customer Service Teller
Guaranty Bank
05.2016 - 03.2017
Customer Service Representative
Jc Penny
07.2014 - 05.2016
High School Diploma -
Transition High School