Diovione Morgan
Dallas,TX
Summary
Professional, diligent, dedicated professional with experience leading dispatching activities, using team management, and complex problem-solving skills. I have over 15 years of outstanding customer service representative skills. I am an energetic and enthusiastic licensed insurance professional motivated to succeed in a fast-paced and deadline-driven professional environment.
I have many characteristics and skills to work in a fast/slow paced environment in sales, banking, call centers or remote. I’m able to use my experience and skills from all of my previous work history to strive to exceed expectations by delivering second-to-none service. I am dedicated to looking for a professional company to grow with.
Overview
8
8
years of professional experience
Work History
Certified Licensed Adjuster
All Lines
Dallas, TX
08.2021 - Current
- Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures.
Dispatcher Coordinator
Tempo Air Conditioning & Heating
Irving, TX
06.2024 - 01.2025
- Responsible for booking inbound calls and making outbound calls.
- Ability to handle 10 to 8 calls from plumbers.
- Making calls to the customer before dispatching any plumbers.
- Responsible for dispatching plumbing calls.
- Knowledge on parts related to plumbing & request parts order.
- Ability to convert jobs to projects.
- 3-7 days' call responsibilities.
- Responsible for calling to chase follow-up on Angi leads.
- Responsible for processing financing for plumbing projects.
- Confirms calls, and reschedules calls when needed.
- Call to book for city permits.
- Navigate and create new ideas through Salesforce.
- Maintained accurate records of all dispatched orders, shipments, and deliveries.
- Tracking All Plumbers Using Fleet.
- Keep detailed and updated records of calls in physical and electronic databases.
- Updated database with information about dispatched orders, their status.
- Coordinated with other departments to ensure smooth flow of operations.
Tier 2 Customer Service Representative
Dal-Tile Corporation Corporate Headquarters
Dallas, TX
12.2022 - 04.2024
- I worked hybrid from a corporate office and my home, delivering a high level of service, account support, order processing, and resolving issues for all customers.
- Provided customer account management, which includes, but is not limited to, order entry, order inquiry, product information, order status, pricing, inventory inquiries, and transportation management to analyze and resolve customer needs.
- Experienced in various computer systems, including but not limited to SAP, Salesforce, IBM Sterling (Oasis), and customer relationship applications or databases in the management of customer orders from plants, distribution centers, SSCs, and vendors.
- Resolved complex or unusual requests and problems that required a customized response, and communicated the solution or requested information to the customer.
- Responded to customer needs that were complex, or critical.
- Worked independently within the functional area, based on direction from supervisors.
- Lead special projects and performed additional duties as required.
- Analyzed and interpreted data to provide customer solutions.
- Ensured contractors' material is ordered and set for a specific pickup time or delivery in a timely manner.
- Handled
- Managed inventory and supplies to ensure materials were available when needed.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
Fraud Specialist
Goldman Sachs Bank USA
Richardson, TX
02.2020 - 12.2022
- Remotely assisted in banking and/or credit card processes
- Responsible for servicing deposit products for checking and savings
- Responsible for accepting inbound calls from customers to help assist with any fraud suspicious activity on their Apple Credit Card
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Identified fraud patterns and anomalies through analysis of large quantities of data.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
Customer Service/Disaster Intake Representative
FEMA
Denton, TX
02.2017 - 01.2020
- Accepting inbound calls from disaster victims to start the application process for federal assistance due to a natural disaster
- Respond to telephone inquiries and complaints using standard scripts and procedures
- Identify customers' issues rapidly and precisely to provide proper assistance
- Ability to gather information accurately and log customers' interaction by using internal tools
- Use good judgment in offering the appropriate empathy to all potential clients.
Education
HS Diploma - Computer Programming
Cedar Hill High School
Cedar Hill, TX06.2016
Skills
- Certified/Licensed Adjuster
- World-Class Customer Service
- Customer Order Fulfillment
- Collections
- Call Center Operations
- Complaint Handling
- All Microsoft Office Programs
- Diverse knowledge of credit, collections, customer care, and auto funding roles
- Ability to communicate policy language to customers, and multitask projects
- Auto Claims
- Fraud patterns
- Banking operations
- Team Management
- Tier 2 Customer Service
- On Call Dispatcher Coordinator
- Saleforce Expert
- Service Titan Expert
Timeline
Dispatcher Coordinator
Tempo Air Conditioning & Heating
06.2024 - 01.2025
Tier 2 Customer Service Representative
Dal-Tile Corporation Corporate Headquarters
12.2022 - 04.2024
Certified Licensed Adjuster
All Lines
08.2021 - Current
Fraud Specialist
Goldman Sachs Bank USA
02.2020 - 12.2022
Customer Service/Disaster Intake Representative
FEMA
02.2017 - 01.2020
HS Diploma - Computer Programming
Cedar Hill High School