Doryane Carter
Warwick
Summary
Experienced Customer Service Representative and Training Interviewer with over 13 years of expertise in meeting and exceeding organizational customer service needs. Demonstrated success in utilizing exceptional personal, communication, and organizational skills within call center environments. Recognized as a team player with excellent communication abilities, commitment to delivering high-quality work, and strong drive for success. Possesses exceptional interviewing and negotiating skills, as well as keen business acumen. Seeking a challenging role to leverage expertise in enhancing customer satisfaction and driving organizational growth.
Overview
23
23
years of professional experience
Work History
Principal Employment and Training Interviewer
State of Rhode Island Workforce Development
09.2024 - Current
- Provide employment counseling to clients requiring professional assistance with employment or training-related concerns.
- Develop individualized plans for clients entering employment and training programs.
- Prepared individual plans for clients entering employment and training needs.
- Reviewed resumes and application materials to understand background and experience of each candidate.
- Participated in special interviews and investigations for purpose of resolving complex issues related to appeals and unemployment claims.
- Provided advice and recommendations to assist clients in overcoming various barriers to employment.
Senior Employment and Training Interviewer
Rhode Island Department of Labor and Training
01.2002 - 09.2024
- Handle inbound claimant inquiries and provided accurate assistance detailing employment security/ intrastate, federal, state, and appeal claims
- Review, update, and revise claimant accounts to ensure compliance with all local, state, and federal labor regulations
- Conducted unemployment eligibility interviews and authorized benefit payments via a computer automated system.
- Conducted interviews with participants to assess eligibility.
- Utilize CRM/UI state software to document interactions, track issues, and identify trends in claims to proactively address customer needs
- Train new call center employees on policies and procedures involving unemployment claims
- Prepared and verified affidavits in lieu of wage reports.
- Detected and processed overpaymnts.
Residential Direct Support Staff
Access Point
07.2012 - 01.2017
- Provided staff transport for clients to appointments and community activities via company vans
- Assisted with personal care, medication administration, learning activities, and skills training
- Implemented behavioral plans for clients and provided counseling support to residents
- Provided outstanding customer care focusing on building strong relationships of trust and confidence
- Ensured the safety of clients on site and on company outings
- Acted as a liaison between clients and family members to address issues or concerns to maintain positive client relationships
Education
Associates of Arts - Pending
Community College of Rhode Island
01.2025
Skills
- Type 76 WPM
- Proficient with CRM software
- Team player
- Excellent time management skills
- Conflict management
- Public speaking
- Ability to work in fast-paced environments
- Data entry
- Interviewing clients
- Telephone etiquette
- Data collection
- Customer service and assistance
- Database management
Timeline
Principal Employment and Training Interviewer
State of Rhode Island Workforce Development
09.2024 - Current
Residential Direct Support Staff
Access Point
07.2012 - 01.2017
Senior Employment and Training Interviewer
Rhode Island Department of Labor and Training
01.2002 - 09.2024
Associates of Arts - Pending
Community College of Rhode Island
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