Dionne Vinson
Memphis,TN
Summary
Accomplished customer service professional with expertise in live chat support and CRM systems, honed at Amerigas. Proven track record in enhancing customer satisfaction through active listening and critical thinking. Streamlined processes to boost efficiency by 20%. Adept at de-escalation and dispute resolution, ensuring exceptional service delivery and fostering positive customer relations.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Amerigas
11.2023 - 10.2025
- Handled customer inquiries via phone, email, and chat to resolve issues promptly.
- Maintained accurate records of customer interactions in CRM system for tracking purposes.
- Collaborated with team members to enhance service delivery and improve customer satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Streamlined processes to reduce response time for customer requests, enhancing efficiency.
- Assisted in training new representatives on company policies and service protocols.
- Delivered exceptional customer support through effective communication and problem-solving skills.
- Provided feedback on recurring issues to management for process improvement initiatives.
Live Chat Agent
KellyConnect
Remote
12.2022 - 11.2023
- Provided real-time support to customers through live chat, ensuring prompt resolution of inquiries.
- Assisted in troubleshooting technical issues, guiding users to effective solutions.
- Documented customer interactions accurately in CRM system for future reference and analysis.
- Developed exemplary writing skills through continued correspondence with upwards of Number customers per day.
- Assisted customers with order placement, product returns and order tracking.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
Contact Solution Agent
Alorica
Memphis, TN
01.2021 - 08.2022
- Collaborated with team members to enhance service delivery and improve response times.
- Maintained knowledge of product offerings and company policies to provide accurate information.
- Adapted communication style to meet diverse customer needs and preferences effectively.
- Participated in training sessions to develop skills and improve service techniques continually.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Contributed feedback on chat processes, identifying areas for improvement and efficiency gains.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
OTR Driver
BTrucking
Memphis, TN
01.2015 - 01.2021
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Provided online demonstrations to educate customers on product features and online help resources.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Trained new team members on live chat procedures and customer service protocols.
- Operated Class A commercial vehicles over long distances, ensuring timely and safe deliveries.
- Conducted pre-trip and post-trip vehicle inspections to maintain safety and compliance standards.
- Managed route planning to optimize delivery schedules and reduce fuel consumption.
- Communicated with dispatchers to provide updates on delivery status and road conditions.
- Maintained accurate records of driving hours, mileage, and cargo for regulatory compliance.
- Adhered to federal transportation regulations and company policies during all operations.
- Navigated challenging weather conditions and road hazards with skill, minimizing potential for accidents while ensuring on-time deliveries.
Education
High School Diploma -
Southwind High School
Memphis, TnCertificate - Phlebotomy
BlueCare Medical Academy
Memphis, TN05.2021
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Call center experience
Computer proficiency
Complaint handling
Microsoft Excel
Payment processing
Customer satisfaction measurement
Microsoft outlook
Scheduling
Appointment scheduling
Microsoft Office Suite
Data collection
Customer relationship management (CRM)
De-escalation techniques
Live chat support
Dispute resolution
Shipping and logistics
Timeline
Customer Service Representative
Amerigas
11.2023 - 10.2025
Live Chat Agent
KellyConnect
12.2022 - 11.2023
Contact Solution Agent
Alorica
01.2021 - 08.2022
OTR Driver
BTrucking
01.2015 - 01.2021
High School Diploma -
Southwind High School
Certificate - Phlebotomy
BlueCare Medical Academy