Dionne McCants
Cincinnati,United States
Summary
Adept in leveraging innovative strategies to drive growth and efficiency, this professional excels in adapting to dynamic environments with a keen eye for detail. Known for a collaborative approach, they are committed to fostering teamwork and achieving collective goals. Eager to contribute their skills in a challenging role that offers opportunities for professional development and impact.
Overview
14
14
years of professional experience
Work History
School Bus Driver
First Student Group
10.2025 - Current
- Ensured student safety during transportation by adhering to all traffic laws and safety regulations.
- Conducted pre-trip and post-trip vehicle inspections to maintain operational readiness and compliance.
- Managed student behavior on the bus, fostering a positive and respectful environment during transit.
- Collaborated with school officials to develop efficient routes, optimizing time and resource allocation.
Inbound Contact Representative II
Humana Insurance
11.2012 - 08.2025
- Worked seamlessly with cross-functional teams to address complex insurance queries. Facilitated smooth information flow, enhancing overall team performance.
- Analyzed customer feedback to identify recurring issues. Proposed data-driven solutions, contributing to streamlined processes and reduced call volumes.
- Provided empathetic support to policyholders, guiding them through claims processes. Received commendations for exceptional customer care and problem-solving.
- Suggested and implemented new call handling techniques, boosting efficiency. Contributed to the development of an improved customer service training program.
- Analyzed customer feedback to identify recurring issues, proposing data-driven solutions that streamlined processes and reduced call volumes.
- Guided policyholders through claims processes with empathy, earning commendations for exceptional customer care and problem-solving abilities.
- Drove continuous improvement in customer service metrics through proactive problem-solving and implementation of best practices.
- Leveraged data analytics to identify recurring customer issues, proposing targeted solutions that optimized processes and enhanced service efficiency.
Education
Medical Assistant -
Southwestern College of Business
Cincinnati, OH05.2008
Skills
- Strategic Planning (Experienced), Customer Relationship Management (Experienced), Data Analysis (Experienced), Creative Problem Solving (Experienced), Time Management (Experienced), Empathy Training (Expert), Analytical Thinking (Expert), Conflict Resolution (Expert), Process Improvement (Expert), Adaptability (Experienced), Customer Retention (Experienced), Performance Metrics (Expert), Quality Assurance (Expert), Service Excellence (Expert), Technical Support (Expert), Customer Advocacy (Experienced), Change Implementation (Experienced), Process Mapping (Experienced), Financial Analysis (Expert)
Timeline
School Bus Driver
First Student Group
10.2025 - Current
Inbound Contact Representative II
Humana Insurance
11.2012 - 08.2025
Medical Assistant -
Southwestern College of Business