Microsoft Windows, Outlook, Teams, Excel, Omni
Dionne Williams
San Antonio,TX
Summary
Seasoned professional with 16 years of diverse experience, including fraud prevention, medical office assistance, and customer-facing roles. Skilled in problem-solving, inventory management, and providing exceptional service, as demonstrated in positions at Conduent and Prime Time Towing. Actively seeking a Customer Service Rep role to leverage expertise in client interaction, operations, and communication.
Customer service professional with track record of enhancing customer satisfaction and loyalty. Known for effective issue resolution and team-oriented approach. Highly adaptable, ensuring smooth operations and consistently meeting client needs with strong communication and problem-solving skills.
Professional with experience in customer service and support. Skilled in problem-solving, communication, and conflict resolution. Strong focus on team collaboration and achieving results, adaptable to changing needs. Known for reliability and positive attitude, skilled in CRM software and customer engagement.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Customer Service Support Specialist
IBEX Global
Pittsburgh, PA
10.2024 - Current
- Managed customer inquiries and resolved issues through effective communication and problem-solving techniques.
- Developed and implemented process improvements that increased efficiency in handling customer requests.
- Collaborated with cross-functional teams to address escalated complaints and ensure customer satisfaction.
- Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
- Collaborated with team members to ensure consistent quality in customer interactions.
- Contributed toward exceeding monthly targets consistently through diligent work ethic and commitment to results-oriented support strategies.
- Adapted quickly to changes in technology or procedural updates, ensuring a smooth transition and uninterrupted support for customers.
- Handled escalated calls with professionalism, ensuring satisfactory resolution for both the customer and the company.
- Reduced call wait times by implementing effective time management strategies during high-volume periods.
- Strengthened relationships with customers through empathetic communication while maintaining professional boundaries.
- Organized documentation of client interactions for easy reference by colleagues or supervisors as needed.
- Responded to customer requests for products, services, and company information.
Fraud Prevention Specialist
Conduent
San Antonio, Texas
06.2022 - 12.2023
- Conducted thorough evaluations of business operations to identify and assess areas vulnerable to fraudulent activities, enhancing risk management.
- Compiled and analyzed financial documents pertinent to ongoing investigations, ensuring meticulous documentation and record-keeping.
- Scrutinized reports of potential fraud to ascertain the necessity for in-depth investigations, thereby streamlining the investigative process.
- Facilitated the recovery of losses by negotiating effectively with parties implicated in fraudulent activities, contributing to financial integrity.
Warehouse Order Selector
Conduent
10.2019 - 08.2020
- Accurately assembled and prepared customer orders, ensuring proper packaging and labeling for shipment, while maintaining a clean and safe work environment.
- Utilized RF scanner to efficiently select and process inventory items, contributing to the streamlining of warehouse operations and order fulfillment.
- Mentored new employees, enhancing team performance and productivity by effectively communicating best practices for order selection and inventory management.
Medical Office Assistant
Dr. Melissa Walker
San Antonio, TX
01.2018 - 09.2019
- Facilitated patient care by preparing medical records, managing referrals, and ensuring treatment rooms met cleanliness and supply standards.
- Enhanced patient experience through efficient scheduling, registration, and insurance verification, coupled with addressing billing inquiries and collecting co-payments.
- Upheld stringent confidentiality protocols for patient records while adeptly handling communication tasks, including resolving patient inquiries and managing a high volume of incoming calls.
- Assisted in billing processes, verifying insurance information and processing claims effectively.
- Implemented electronic health record (EHR) systems to streamline patient data access and communication.
- Coordinated medical records management, ensuring accuracy and compliance with regulations.
- Managed patient scheduling and appointment confirmations to enhance office efficiency.
Dispatcher and Locksmith
Prime Time Towing
San Antonio, TX
02.2010 - 12.2011
- Enhanced customer satisfaction by developing innovative solutions to complex problems and providing exceptional service in both personal and phone interactions.
- Orchestrated a team of 8 tow truck drivers through effective dispatching, route planning, and vehicle tracking, ensuring timely responses to 50-100 daily calls.
- Maintained meticulous records and managed logistical operations, including order processing and invoice management, while handling 25-50 customer service requests per day.
Locksmith Technician and Roadside Assistant
Centex Lock Inc.
San Antonio, TX
04.2008 - 11.2010
- Diagnosed lock malfunctions and efficiently opened locks without keys, ensuring client access and security.
- Delivered high-quality customer service, resolving issues to achieve customer satisfaction while adhering to safety protocols.
- Conducted diagnostics on automotive issues, expertly repaired tire and rim problems, and maintained accurate service records, contributing to reliable vehicle performance.
Retail Sales Cashier
Liquor Express
San Antonio, TX
03.2006 - 11.2008
- Provided exemplary customer service by assisting with purchases, managing returns and exchanges, and fostering customer loyalty through personalized interactions.
- Efficiently processed transactions, maintained a clean and organized sales floor, and contributed to the store's readiness for business by restocking merchandise and constructing promotional displays.
- Trained new employees on operational procedures and customer service excellence, while ensuring accurate cash handling and preparation of bank deposits.
Shift Leader
Idle Aire Technology
San Antonio, TX
03.2003 - 10.2006
- Managed daily cash flow, ensuring accurate bank deposits and resolving discrepancies in financial transactions.
- Led and motivated a team to maintain high productivity and exceptional customer service, while ensuring adherence to safety and operational standards.
- Coordinated inventory management and shift scheduling, contributing to improved efficiency and successful execution of managerial directives.
Secretary
Williams Inc.
San Antonio, TX
01.2001 - 07.2003
- Coordinated and prepared comprehensive meeting agendas and materials, ensuring organized and efficient executive meetings.
- Maintained and updated organizational records, including spreadsheets and presentations, to support executive requirements and improve office efficiency.
- Managed document control processes, accurately reviewing and updating files and records to adhere to company policies and maintain data integrity.
Map Developer
Analytical Surveys Inc.
San Antonio, TX
03.1997 - 11.1998
- Enhanced software system performance and integrated new features by adapting existing codebases to meet evolving project specifications.
- Assisted in client and staff support by resolving software issues and contributed to team efforts in maintaining project timelines.
Operator
ILD Long Distance
San Antonio, TX
02.1996 - 09.1997
- Managed a high volume of incoming and outgoing calls, ensuring efficient connection to appropriate departments, maintaining a professional demeanor that contributed to positive customer service experiences.
- Addressed and resolved caller inquiries, adhering to performance standards and operational protocols to maintain consistent service quality.
Education
Not Completed - Cyber Security
San Antonio College
San Antonio, TXDiploma - Computer Engineering Technology, Computer Engineering
National Institute of Technology
San Antonio, TX01-2007
Skills
- Organization
- Customer focus
- Complaint handling
- Assertiveness
- CRM software
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Team collaboration
- Critical thinking
- Adaptability and flexibility
- Verbal and written communication
- Computer proficiency
- Data entry
- Conflict resolution
- Microsoft outlook
- De-escalation techniques
Certification
Diploma in Electronics and Engineering
Software
Timeline
Customer Service Support Specialist
IBEX Global
10.2024 - Current
Fraud Prevention Specialist
Conduent
06.2022 - 12.2023
Warehouse Order Selector
Conduent
10.2019 - 08.2020
Medical Office Assistant
Dr. Melissa Walker
01.2018 - 09.2019
Dispatcher and Locksmith
Prime Time Towing
02.2010 - 12.2011
Locksmith Technician and Roadside Assistant
Centex Lock Inc.
04.2008 - 11.2010
Retail Sales Cashier
Liquor Express
03.2006 - 11.2008
Shift Leader
Idle Aire Technology
03.2003 - 10.2006
Secretary
Williams Inc.
01.2001 - 07.2003
Map Developer
Analytical Surveys Inc.
03.1997 - 11.1998
Operator
ILD Long Distance
02.1996 - 09.1997
Diploma - Computer Engineering Technology, Computer Engineering
National Institute of Technology
Not Completed - Cyber Security
San Antonio College