Dorian Kyles
Buford,GA
Summary
Dedicated Customer Service Professional experienced in delivering exceptional service and managing multiple tasks effectively. Built strong professional relationships that enhanced profitability and drove business results. Demonstrated adaptability and a strong work ethic while providing memorable customer experiences.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Government Contractor
Chenega Professional and Tech Support
Atlanta, GA
10.2024 - 05.2026
- Assisted military members and families in securing affordable, quality health insurance through Tricare West Healthcare Alliance, enhancing access to vital healthcare resources.
- Managed project timelines and ensured compliance with government regulations.
- Conducted thorough reviews of contracts for accuracy and adherence to standards.
- Coordinated diverse teams to improve communication and collaboration, fostering a cohesive work environment.
- Other duties involved assisting medical providers with processing claims and patient eligibility statuses to establish care and services provided.
Life Enrichment Partner
Vineyard Senior Living
Duluth, GA
12.2023 - 11.2024
- Companionship and Social Engagement: Regular Visits and Interaction: Engage in meaningful conversations, share stories, and provide emotional support through regular visits.
- Group Activities: Organize and participate in group activities such as book clubs, gardening, arts and crafts, and social outings to foster camaraderie and prevent feelings of isolation.
- Special Events: Plan and celebrate special occasions like birthdays, holidays, and anniversaries to create joyful and memorable experiences.
- Health and Wellness Support: Physical Activity: Encourage and facilitate physical activities tailored to the seniors' capabilities, such as gentle exercises, walking clubs, and yoga sessions to maintain mobility and physical health.
- Mental Stimulation: Provide cognitive exercises, puzzles, and games to keep the mind sharp and engaged, as well as offer educational workshops and classes.
- Personalized Care and Assistance: Daily Living Assistance: Help with activities of daily living (ADLs) such as dressing, grooming, bathing, and meal preparation, ensuring dignity and respect.
- Safety and Comfort: Ensure a safe living environment by conducting safety checks, making necessary adjustments, and being vigilant about potential hazards.
- Counseling and Support Groups: Facilitate access to counseling services and support groups for grief, loss, and other emotional challenges.
- Community Engagement and Advocacy: Resource Connection: Help seniors access community resources, services, and benefits they are entitled to, such as transportation services, social programs, and financial assistance.
- Advocacy: Act as an advocate for seniors' rights and needs, ensuring their voices are heard and their concerns are addressed within the community and by relevant authorities.
- Intergenerational Programs: Promote intergenerational activities that connect seniors with younger generations, fostering mutual learning and respect.
- Recreational and Leisure Activities: Hobbies and Interests: Encourage and assist seniors in pursuing hobbies and interests, such as music, painting, reading, or gardening, to foster a sense of purpose and enjoyment.
- Cultural Enrichment: Organize cultural outings, such as visits to museums, theaters, and concerts, as well as facilitate participation in cultural festivals and events.
- Travel and Exploration: Plan and accompany seniors on trips and excursions, whether local or further afield, to explore new places and experiences.
- Established partnerships with local organizations to broaden service offerings and enhance community integration.
- Cultivated positive work environment through open communication and team-building activities, promoting collaboration and employee morale.
- Analyzed resident feedback to refine programs, directly addressing concerns and enhancing overall satisfaction.
Customer Service Representative
Marriot Hotel
Atlanta, GA
02.2021 - 09.2022
- Answered customer telephone calls promptly, minimizing on-hold wait times and improving overall customer experience.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved guest inquiries and complaints efficiently and professionally, ensuring positive guest experiences.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fostered positive relationships with guests to enhance their overall experience.
- Assisted guests with check-in and check-out processes efficiently.
- Coordinated room bookings and managed reservation systems accurately.
- Provided detailed information about hotel services, amenities, and local attractions.
- Collaborated with housekeeping to ensure room readiness for guests.
- Processed payments and maintained accurate transaction records diligently.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Specialist
Arise Virtual Solutions Inc.
Atlanta, GA
09.2017 - 05.2021
- Addressed customer complaints and mitigated dissatisfaction through timely and effective solutions.
- Complied with company policies and procedures by encouraging positive and a positive and effective work environment among all employees.
- Resolved product or service concerns to enhance customer retention and support sales growth.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Handled escalated customer complaints with professionalism and empathy to ensure resolution.
- Managed customer accounts and ensured accurate information was maintained in the system.
- Collaborated with team members to improve service delivery and enhance customer satisfaction.
- Complied with company policies and procedures by encouraging positive and effective a work environment among all employees.
- Delivered exceptional service to new and long-standing customers by actively addressing concerns and creating tailored solutions.
Tutor
College Nannies And Tutors
Chicago, IL
08.2014 - 12.2020
- Developed personalized lesson plans based on individual student needs.
- Motivated students to embrace learning and study habits, enhancing self-confidence and reducing fear of failure.
- Supported students with helpful study habits and exam strategies.
- Provided homework assistance using specific curriculum and materials.
- Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
- Communicated with parents about student progress and challenges, fostering collaboration to support student success.
- Fostered positive learning environment, enhancing student engagement and participation.
- Encouraged students to ask questions about topics they did not understand.
- Helped students review and understand previous lessons to make connection with new lesson.
- Helped students review and understand previous lessons to make connections with new lesson.
- Designed comfortable tutoring a comfortable tutoring environment conducive to learning.
- Adapted instructional methods based on individual learning styles.
Hostess
American Girl Bistro
Chicago, IL
06.2012 - 08.2014
- Processed phone reservations and to-go orders, addressing customer inquiries and providing accurate wait time information.
- Managed reservations and seated guests efficiently to minimize wait times.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Managed the waiting list, ensuring that all parties were seated in a timely manner.
- Coordinated reservations and seating to optimize guest flow and reduce wait times.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Answered customer questions about hours, seating and menu information.
- Handled customer inquiries and resolved concerns with professionalism.
- Worked with team members to improve guest satisfaction during high-traffic periods.
- Maintained a clean and organized dining area.
- Collaborated with team members to enhance overall guest satisfaction during peak hours.
- Coordinated with kitchen staff to communicate special requests or dietary needs.
- Utilized reservation systems to track seating arrangements and optimize flow.
- Built positive relationships with other front-of-house and kitchen staff.
Education
Business Administration And Management - BBA
Valdosta State University
Valdosta, GAHigh School Diploma - General Studies
Lincoln Park High School
Chicago, IL 05.2000 - 12.2003
Skills
- Customer Account Management
- Customer service
- Outside sales
- Program promotion
- Stakeholder engagement
- Policy evaluation
- Policy analysis
- Policy writing
- Time management
- Management
- Organizational skills
- Team collaboration
- Effective communication
- Communication skills
- Written communication
- Conflict management
- Emotional intelligence
- Adaptability to change
- Problem solving
- Microsoft Office
- Microsoft Excel
- Writing skills
- Microsoft Powerpoint
- Microsoft Outlook
- Windows
- Computer skills
- Data entry
- Documentation and recordkeeping
- Customer loyalty building
- Writing skills
- Teamwork
- Policy writing
- Teamwork
- Stakeholder engagement
Certification
Driver's License
Languages
English
Timeline
Government Contractor
Chenega Professional and Tech Support
10.2024 - 05.2026
Life Enrichment Partner
Vineyard Senior Living
12.2023 - 11.2024
Customer Service Representative
Marriot Hotel
02.2021 - 09.2022
Customer Service Specialist
Arise Virtual Solutions Inc.
09.2017 - 05.2021
Tutor
College Nannies And Tutors
08.2014 - 12.2020
Hostess
American Girl Bistro
06.2012 - 08.2014
High School Diploma - General Studies
Lincoln Park High School
05.2000 - 12.2003
Business Administration And Management - BBA
Valdosta State University