Dontae Roberts

• Provided exceptional customer support by handling high-volume inbound calls regarding auto insurance policies, billing, and claims processing.
• Assisted customers with policy changes, payments, and coverage inquiries while ensuring compliance with company guidelines and industry regulations.
• Delivered personalized solutions to customers, promoting additional insurance products such as renters, motorcycle, and home insurance.
• Resolved customer concerns efficiently, maintaining a [98]% satisfaction rating and exceeding performance benchmarks.
• Used CRM and proprietary software to document customer interactions, process claims, and track policy updates.
• Collaborated with internal departments, including underwriting and claims, to streamline issue resolution and enhance customer experience.
• Met and exceeded key performance metrics, including call handling time, customer retention, and cross-selling goals.
• Active license for property and casualty.
• managed approximately 70 calls a day.

A Patient Care Technician, or Medical Care Technician, provides basic health care and support to patients during their stay in a medical facility. Their main duties include sanitizing and cleaning patients' rooms, monitoring 12-20 patients' health and vital signs and assisting patients with basic needs like feeding and grooming. Patient Care Technicians can have particular duties and responsibilities that are unique to this job. Some of the duties are related to their character since this job requires a higher level of patience and compassion. Other duties include:

• Organized and replenished unit supplies to maintain team readiness for expected demands.
• Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
• Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
• Answered patient assistance calls, assessed needs, and offered qualified support.
• Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
• Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals..

Direct Support Professionals work with individuals with mental or developmental disabilities by creating behavior plans, teaching self-care skills, cooking meals and doing laundry. Additional duties may include:

• Assisted disabled clients to support independence and well-being.
• Maintained clean, safe, and well-organized patient environment.
• Led patient or group recreational activities for enhanced patient outcomes.
• Supervised daily activities and provided assistance to staff.
• Administered medication as directed by physician.
• Monitored progress and documented patient health status changes to keep care team updated.

Support customer success and seek ways to improve moderately complex inquiries or issues from customers regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication.

• Improved processing efficiency by streamlining administrative tasks and implementing time-saving strategies.
• Handled sensitive information with discretion, protecting client privacy at all times during processing tasks.
• Managed 50-60 workloads effectively, prioritizing tasks according to deadlines and urgency levels.
• Enhanced customer satisfaction by 95% providing timely and accurate information on processing inquiries.
• Educated customers on company systems, form completion, and access to services.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Customer Service Professional is first point of contact for any customer who has questions or issues with a product or service our company sells. We have many responsibilities like answering inbound phone calls, addressing customers' questions about products and services, and processing payments or returns. Such as:

• Reduced average call handling time by effectively utilizing resources and developing solutions for common customer issues.
• Evaluated employee performance through ongoing assessments, identifying strengths and opportunities for growth within our team.
• Maintained open lines of communication with both agents and management, fostering environments conducive to professional growth and development.
• Improved customer satisfaction by efficiently addressing and resolving inquiries in timely manner.
• Coordinated outside service calls with specific vendors.
• Conducted regular audits of agent interactions, ensuring adherence to established guidelines for call handling etiquette.

Account Resolutions are responsible for resolving overdue bills and collecting payments from the individuals or businesses responsible for the debt . Identifying accounts with overdue payments and keeping records of the amount owed and the length of the delinquency.

• Negotiated settlements on outstanding balances, reducing overall write-offs for the department.
• Analyzed account trends to identify potential risk factors and prevent future delinquencies.
• Maintained accurate records of all collection efforts, ensuring compliance with company policies and industry regulations.
• Collaborated with sales and customer service teams to resolve billing issues proactively.
• Collaborated cross-functionally to ensure seamless coordination between collections, sales, and finance departments.
• Streamlined collections process through implementation of efficient tracking systems.

Perform all installation and service work in accordance with Dish Network guidelines. Provide the highest quality of customer satisfaction and education to the customer. Troubleshoot installation and service issues. Maintain accurate inventory levels.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Maintained office PCs, networks and mobile devices.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Established, repaired and optimized networks by installing wiring, cabling and devices.
• Acted as liaison between end users and external vendors, fostering productive relationships that led to improved service levels from third-party providers.
• Monitored systems in operation and quickly troubleshot errors.

Shift Managers perform a variety of tasks, which may include planning for each shift, monitoring performance during the shift, taking action to ensure the team is meeting McDonald's standards, monitoring safety, security, and profitability, and communicating with the next Shift Manager to help prepare him/her to run a great shift, too. Shift Managers are to be also responsible for meeting targets during their shifts and for helping their assigned Departments meet their goals.

• Excelled in every store position and regularly backed up front-line staff.
• Managed schedules accepted time off requests and found coverage for short shifts.
• Oversaw cash handling procedures, maintaining accurate records and minimizing discrepancies in daily financial reports.
• Reduced employee turnover by fostering positive work culture that emphasized teamwork, communication, and mutual support among staff members.
• Enhanced customer satisfaction by efficiently managing front-of-house operations and addressing guest concerns promptly.
• Communicated with health inspectors during inspections and resolved issues found.