Dustin Albers
Boston,MA
Summary
Experienced contact center leader with a proven record in team supervision, escalation handling, and quality service. Skilled in coaching staff, monitoring performance, and improving call center processes. Brings strong communication, conflict resolution, and customer relationship management skills.
Overview
2027
2027
years of professional experience
Work History
Call Center Clerk
Mass Bay Credit Union
South Boston, MA
01.2026 - Current
- Answer member calls for the Mass Bay Credit Union call center.
- Explain account balances and transaction history.
- Direct inquiries to branch staff and specialized departments.
- Provide online banking access help and login support.
- Process basic account requests and service changes.
- Document member concerns in call center records.
- Verify member information before sharing account details.
- Explain credit union products, services, and account procedures.
- Resolve customer complaints in a timely manner.
Contact Center Team Leader
Digital Federal Credit Union
Fall River, Massachusetts
2023 - 2025
- Assisted credit union members with account questions and service requests
- Reviewed member accounts using contact center systems and banking tools
- Processed payments, transfers, and routine transaction updates
- Resolved card issues, disputes, and fraud-related service inquiries
- Documented call details and updated records in customer service systems
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Identified opportunities to upsell additional products or services.
- Answered customer inquiries via phone, email, and chat.
- Educated customers on features and benefits of products or services.
- Handled escalated calls from other representatives in a timely fashion.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
Contact Center Supervisor
Bank Fve
Fall River, Massachusetts
01.2021 - 2023
- Assisted credit union members with account questions and service requests
- Processed payments, transfers, and routine transaction updates
- Resolved card issues, disputes, and fraud-related service inquiries
- Documented call details and updated records in customer service systems
- Resolved customer complaints in a professional manner.
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Followed up with customers after each interaction to ensure satisfaction.
- Developed and implemented new processes for handling customer inquiries efficiently.
- Identified opportunities to upsell additional products or services.
- Performed troubleshooting and problem solving for customer issues.
- Engaged actively with customers during calls to provide assistance and support. with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Navigated through computer systems to review information and respond appropriately to callers.
- Updated customer accounts, addresses and contact information within call management databases.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Surpassed sales goals through implementation of successful marketing strategies.
Contact Center Representative
Santander
New Bedford, Massachusetts
2019 - 2021
- Excelled in exceeding daily credit card application goals.
- Supported sales team members to drive growth and development.
- Surpassed sales goals through implementation of successful marketing strategies.
- Updated system with order specifics and customer details, preferences, and billing information.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Provided top quality control and eliminated downtime to maximize revenue.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Maintained strong call control and quickly worked through scripts to address problems.
- Consulted with customers to resolve service and billing issues.
- Offered resolutions to de-escalate calls and solve customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Handled escalated calls from other representatives in a timely fashion.
- Created knowledge base documents for easy reference by other team members.
- Generated reports related to customer interactions for management review.
- Processed returns and refunds according to company policies.
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Assisted credit union members with account questions and service requests
Shop Manager
Fall River Tattoo Company
Fall River, Massachusetts
2017 - 2019
- Managed daily shop operations at Fall River tattoo studio.
- Scheduled client appointments and coordinated artist calendars.
- Greeted clients and handled front desk check-ins.
- Processed payments and balanced cash register records.
- Maintained cleanliness standards across studio and workstations.
- Ordered supplies and monitored inventory for shop needs.
- Supported artists with paperwork, consent forms, and aftercare instructions.
- Developed and implemented procedures for the efficient operation of the shop.
- Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases, and requisitions.
- Performed monthly audits of store operations.
- Analyzed sales data to identify trends in consumer behavior.
- Created promotional campaigns to drive footfall into the store.
Contact Center Representative
Marriott Bonvoy
Fall River, Massachusetts
2017 - 2019
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Greeted customers warmly when they called into the call center and identified their needs quickly.
- Monitored call center operations to ensure accuracy and efficiency of staff performance.
- Answered inbound calls for customer service contact center support.
- Verified customer information before updating account records.
- Explained company policies and service procedures to callers.
- De-escalated upset callers using calm and professional communication.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Electronics Supervisor
kmart
Rochester, New Hampshire
2013 - 2017
- Supervised Kmart electronics department sales floor operations and daily task completion.
- Trained associates on Kmart product knowledge, customer service, and department procedures.
- Replenished electronics stock, organized backroom inventory, and maintained shelf presentation.
- Assisted customers with product selection, pricing questions, and warranty information.
- Coordinated cashier support, returns, and problem resolution with store team members.
- Resolved conflicts between personnel in a professional manner while ensuring compliance with company policies.
- Performed regular maintenance and calibration of test equipment used by the electronics technicians.
- Provided technical support and guidance to staff on complex troubleshooting tasks related to electronic systems.
Assistant Store Manager
Dollar Tree
Rochester, New Hampshire
2011 - 2013
- Supported store operations and reinforced Dollar Tree service standards.
- Supervised cashier coverage, register procedures, and front-end recovery.
- Managed freight processing, stocking, and merchandise presentation.
- Assisted with scheduling, attendance tracking, and daily associate communication.
- Monitored inventory levels and coordinated replenishment with store leadership.
- Handled opening and closing tasks, including cash office procedures.
- Trained associates on safety, merchandising, and Dollar Tree store routines.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Maintained accurate records of all transactions, stock levels and employee performance metrics.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Organized weekly meetings with department heads to review progress on key objectives.
Education
High School Diploma -
Spaulding High School
Rochester, NH01-2010
Skills
- Member assistance
- Contact center software
- Account validation
- Transaction processing
- Issue resolution
- Customer management
- Call center coaching
- Conflict management
- Call management
- Client support
- Service request management
- Call routing management
Timeline
Call Center Clerk
Mass Bay Credit Union
01.2026 - Current
Contact Center Supervisor
Bank Fve
01.2021 - 2023
Contact Center Team Leader
Digital Federal Credit Union
2023 - 2025
Contact Center Representative
Santander
2019 - 2021
Shop Manager
Fall River Tattoo Company
2017 - 2019
Contact Center Representative
Marriott Bonvoy
2017 - 2019
Electronics Supervisor
kmart
2013 - 2017
Assistant Store Manager
Dollar Tree
2011 - 2013
High School Diploma -
Spaulding High School