Donyai Morris
VA
Summary
- To obtain a position in the customer service field.
- Experienced Certified Nursing Assistant
- Experienced Telemarketer for Environmental Progress Inc.
- Experienced Phone Banker
- Customer service representative
Seasoned Specialist offering years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes.
Overview
14
14
years of professional experience
Work History
Customer Service/Redetermination Specialist
Maximus
10.2022 - Current
- As a customer service representative, I assisted Medicare customers with resetting their passwords as well as provided guidance for tax information
- Updated clients information pertaining health care benefits and then determined whether the case was ready to send to the state.
- Key responsibilities include applying eligibility rules and regulations when evaluating information submitted by customers in support of continuing eligibility determination
- Other responsibilities included verifying data and preparing it for case disposition by the State Eligibility Consultant.
- Developed and implemented specialized procedures for customer service operations.
- Generated reports to track performance metrics of team members.
- Researched and analyzed customer feedback to identify areas of improvement.
- Coordinated with other departments to ensure efficient workflow processes.
- Provided technical support for customers in resolving complex issues.
- Created training materials for new hires on the company's procedures and policies.
- Assisted in developing strategies to increase customer satisfaction levels.
- Exercised versatility in fast-paced, agile work environments.
Customer Service Representative
Wells Fargo
07.2019 - 08.2022
- Assisting customers with daily inquires pertaining to their accounts and providing information as needed so that customers can maintain their account.
Gis/Hireright
02.2015 - 06.2019
- Performed background checks for various companies well as verify information provided by the applicant so they could potentially get their dream job.
Leasing Consultant
Columbia, SC
09.2014 - 10.2014
- Shows and lease apartments or town homes to prospective residents and supports property's marketing plan
- Completed lease forms or agreements and collected rental deposits
- Responsible for insuring the "model" apartments and target apartments were ready to show to prospective tenants
- Maintained a thorough knowledge of lease terms, specifications and all community policies.
- Greeted potential tenants and provided information about the property.
- Conducted tours of available apartments, highlighting features and amenities.
- Maintained accurate records of prospective renters, applications and leases.
- Prepared lease agreements, collected security deposits and rent payments from tenants.
- Advised on rental policies and procedures to ensure compliance with applicable laws.
- Responded to tenant requests for maintenance services in a timely manner.
- Processed move-outs by completing final walkthroughs, collecting keys, inspecting unit condition and preparing documentation for accounting purposes.
Dispatch Telemarketing Supervisor
Environmental Progress Inc.
Lexington, SC
02.2011 - 07.2014
- Responsible for setting appointments and helping the business to promote its water treatment systems, Responsible for making contact with a list of prospects telephonically in order to market, introduce and present various products sold through Environmental Progress Inc
- (EPI)
- Responsible for the supervision of a group of six personnel for a telemarketing call center.
- Managed a team of 10 telemarketers, providing guidance and coaching to ensure maximum performance.
- Monitored daily call volumes, customer feedback and sales results to evaluate telemarketing effectiveness.
- Developed and implemented strategies to increase customer satisfaction and boost sales volume.
- Maintained detailed records of calls made, including duration, outcome and follow-up activities.
- Investigated complaints from customers regarding product quality or service issues.
- Ensured compliance with all applicable laws, regulations and company policies related to telemarketing operations.
Clerk
Hudson County Courthouse
New Jersey
02.2010 - 05.2010
- Performed volunteer work as a file clerk at the Hudson County Courthouse
- Responsible for all active and closed files and records dealing with landlords and tenants
- Received, recorded and organized information needed to file court documents
- Possessed an exceptional knowledge of administrative procedures, verbal communication skills and computer skills.
- Organized and maintained filing systems for confidential documents.
- Assisted customers with inquiries and complaints in a professional manner.
- Processed payments, refunds, and exchanges accurately and efficiently.
- Operated cash register to process cash, check, and credit card transactions.
Education
Benedict College
01.2008
Skills
- Quality Assurance
- Customer Relations
- Management collaboration
- Quality Assessment
- Documentation Management
- Analytical Skills
- Interpersonal Communication
- Experience in leadership
- Organizational Skills
- Reliability
- Problem-Solving
- Relationship Building
Hobbies and Interests
- Reading
- Jogging
- Listening to music
References
References available upon request.
Timeline
Customer Service/Redetermination Specialist
Maximus
10.2022 - Current
Customer Service Representative
Wells Fargo
07.2019 - 08.2022
Gis/Hireright
02.2015 - 06.2019
Leasing Consultant
09.2014 - 10.2014
Dispatch Telemarketing Supervisor
Environmental Progress Inc.
02.2011 - 07.2014
Clerk
Hudson County Courthouse
02.2010 - 05.2010
Benedict College