Dorian Heard
Norman ,Ok
Summary
Hard working and dedcated worker with the ablito solve problems and deescaltion skills able to handle all types of people and always remains calm even in a toigh or stressful situation
Overview
1
1
Certification
Work History
Customer Service Representative
Foundever
Norman
07 2022 - 12 2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Responded proactively and positively to rapid change.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Educated customers about billing, payment processing and support policies and procedures.
Pest Control Technician
Self-employeed
Atlanta GA
05 2010 - 05 2022
- Located and evaluated pest damage to buildings and grounds to determine extent and optimal corrective actions.
- Determined most efficient method to get rid of pests depending upon type of bug and degree of infestation.
- Deployed physical baits, glue boards, and traps to catch and eliminate interior pests.
- Drove to customer residences and places of business to inspect for pests.
- Inspected commercial and residential buildings and structures for pest issues.
- Applied pesticides to inside and outside of structures utilizing company protocols.
- Applied chemical solutions on building surfaces to eliminate pests.
- Adhered to most stringent safety procedures when applying chemicals.
- Inspected equipment for proper functionality to effectively facilitate application.
- Performed general pest control solutions such as bed bug and termite inspections and treatments.
Member Service Representative
Aetna Medicaid
Ok
04 2024 - 02 2025
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Resolved customer issues through thorough dispute investigation.
Education
Diploma - Math And Science
Miller Grove High School
05.2010
Skills
- Complaint resolution
- Report preparation
- Technical Support
- Creative problem solving
- Recordkeeping strengths
- Money handling abilities
- Strategic sales knowledge
- Receiving support
- Account management
- Professional telephone demeanor
- Service standard compliance
- Multi-line phone talent
- Training development aptitude
Certification
- Licensed Insurance Customer Service Rep - july 2022 to December 2023
- Licensed pest control tech - [may 2010 to may 2022]
Reference
Reference 1
- Timothy Merritt
- Place of employment: Alert Pest Control
- Title: Lead applicator/ Employer
- Phone number: 678-488-3278
- Email: timothywmerritt@yahoo.com
Reference 2
- Carrissa Sweringen
- Place of Employment: Foundever/ Liberty mutual
- Title: Team leader/Manager
- Email:carissa.swearingen@connect.foundever.com
Timeline
Customer Service Representative
Foundever
07 2022 - 12 2023
Pest Control Technician
Self-employeed
05 2010 - 05 2022
Member Service Representative
Aetna Medicaid
04 2024 - 02 2025
Diploma - Math And Science
Miller Grove High School