Dionne Haynes
Chicago
Summary
Customer Service Specialist with over 20 years of experience in communication. Expertise in resolving customer inquiries efficiently, resulting in high satisfaction rates. Strong problem-solving skills enhance overall customer experience. Recognized for collaboration and achieving positive outcomes in team environments.
Overview
30
30
years of professional experience
Work History
Home Health Aide
ADDUS
Chicago
05.2018 - Current
- Deliver compassionate personal care and support for daily living activities of patients.
- Maintain clean and safe home environments to enhance patient well-being.
- Monitor vital signs and reported significant changes to healthcare professionals.
- Administer prescribed medications, ensuring compliance with dosage guidelines.
- Communicate effectively with families to provide updates on patient care plans.
Customer Service Representative/Team Leader
AT&T
Chicago
05.1995 - 04.2018
- Processed billing disputes and inquiries, delivering timely resolutions and exceptional service.
- Handled orders, credits, and adjustments to maximize customer retention value.
- Utilized CRM software to manage accounts and monitor interactions, improving operational efficiency.
- Tailored communication methods to client preferences, sustaining consistent engagement levels.
- Managed high-stress situations with professionalism, effectively resolving disputes.
- Coached team members by monitoring calls and providing performance feedback.
- Resolved escalated calls efficiently, achieving satisfactory outcomes that enhanced service quality.
- Negotiated solutions with dissatisfied customers, converting complaints into positive experiences.
Education
Illinois State University
Normal, IllinoisSkills
- Customer service management
- Customer loyalty strategies
- Effective communication skills
- Active listening and attention to detail
- Rapport building with empathy
- Multitasking and organization
- Customer relationship management
- CRM software proficiency
- Adaptability and flexibility
- Payment processing expertise
Professional Highlights
- Trained and managed customer service representatives, assisting the team to exceeding call center performance objectives above 92%.
- Best In Class Customer Service Awards: Due to creating loyal customers through genuine interactions
Timeline
Home Health Aide
ADDUS
05.2018 - Current
Customer Service Representative/Team Leader
AT&T
05.1995 - 04.2018
Illinois State University