DUSTIN REED
Livingston,Tx
Summary
Dedicated professional equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results, with demonstrated strengths in customer service, time management, risk management, and attention to detail. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
9
9
years of professional experience
Work History
Customer Service & Support Representative Specialty - Business Banking
PNC Bank
01.2024 - Current
- Answered inbound calls to facilitate customer service
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Assisted customers with account maintenance by making transfers, processing disputes, servicing loans and lines of credit, and other account maintenance
- Provided accurate account information
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Fielded customer complaints, fast-tracking them for problem resolution
- Uphold quality control policies and procedures to increase customer satisfaction
- Audited customer account information to identify issues and develop solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Upsold products and services to address customer needs and maximize financial wellbeing
- Answered customer questions and addressed concerns
- Adhered to bank policies and procedure around kyc in order to protect the confidentiality of customers information
- Completed credit card service training April, 2024
- Completed loan account service training August, 2024
Customer Service & Support Representative
PNC Bank
05.2022 - 01.2024
- 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
- Uphold quality control policies and procedures to increase customer satisfaction
- Responded to customer requests for products, services and company information
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
- Investigated and resolved customer inquiries and complaints quickly
- Met customer call guidelines for service levels, handle time and productivity
- Offered advice and assistance to customers, paying attention to special needs or wants
- Educated customers about billing, payment processing and support policies and procedures
- Communicated professionally with colleagues, freelancers and clients
Pharmacy Technician Trainee
Brookshire Brothers Pharmacy
12.2021 - 05.2022
- 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
- Teamed with peers, technicians and pharmacists to prioritize and complete orders
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions
- Cultivated customer loyalty, promoted repeat business and improved sales
- Adhered to regulatory guidelines for workplace safety and customer confidentiality
- Interpreted and processed medication orders under supervision of pharmacist
- Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises
- Offered advice and assistance to customers, paying attention to special needs or wants
- Verified patients' identities at pickup to prevent sale of wrong medications
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality
- Worked with insurance companies to process claims, resolve problems and obtain payments
- Provided primary customer support to internal and external customers
Pharmacy Clerk
Brookshire Brothers Pharmacy
08.2021 - 12.2021
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Consulted with outside parties to resolve discrepancies and create expert solutions
- Communicated with vendors regarding backorder availability, and future inventory orders
- Responded proactively and positively to rapid change
- Exhibited high energy and professionalism when dealing with clients and staff
- Educated customers about billing, payment processing and support policies and procedures
- Trained new personnel regarding company operations, policies and services
- Communicated professionally with colleagues, freelancers and clients
- Answered customer telephone calls promptly to avoid on-hold wait times
- Processed pharmacy payments by ringing up customers on cash register and handling cash and credit transactions
- Followed federal regulations in the disposal of protected information
- Investigated and resolved customer inquiries and complaints quickly
- Increased sales and customer satisfaction by helping store customers with pharmacy services, general store questions and in locating products
- Delivered high-quality customer service through deep commitment to knowledge and performance
- Supported customers by phone regarding store operations, products, promotions and orders
- Handled cash transactions, and balanced cash drawers
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Sales Associate
Lowes’s Home Improvement
02.2020 - 08.2021
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Provided information regarding charge accounts and loyalty programs
- Created memorable, positive experiences for every customer, offering personalized support for every facet of sales and service
- Located hard-to-find items for customers, checking sister stores and other businesses to satisfy unique needs
- Developed customer base by connecting with a vast amount of customers per day
- Helped customers navigate store, and complete sales
- Resolved concerns using strong communication and conflict management skills combined with expert sales abilities
- Managed retail stock levels with expert handling of back-end inventory, keeping optimal levels to meet expected customer needs
- Assisted customers after sales to personally address problems and provide additional support
- Answered customer telephone calls promptly to avoid on-hold wait times
- Redirected and overcome objections using exceptional communication skills and in-depth product knowledge
- Met customer needs consistently, closely discussing each person's needs and how best to meet each one
- Approached and solve work problems with initiative and knowledge
- Worked effectively with a diverse team to accomplish daily objectives and meet long-term goals
- Helped team handle high-volume work by effortlessly prioritizing tasks and organizing supplies
- Enhanced customer satisfaction with fast, knowledgeable customer service
Laborer - Operator
Geo-Solutions Inc
12.2015 - 01.2020
- Communicated daily with vendors to keep project fully operational
- Kept sites compliant with OSHA, federal, state and local regulations to prevent unnecessary delays
- Improved process efficiency and workflow by implementing productivity initiatives and proactively identifying and resolving problems
- Batch Plant Operator Kept track of dry product that was being mixed for batch
- Boosted efficiency by keeping work areas clean, tidy and free of debris
- Worked effectively with diverse team to accomplish daily objectives and meet long-term goals
- Transported heavy items such as pallets and large containers with forklift's and pallet jacks
- Helped team handle high-volume work by effortlessly prioritizing tasks and organizing supplies
- Trained new team members in working safely and efficiently, and on ways to exceed performance expectations
- Fixed problems with equipment such as mixing tanks and silos with effective troubleshooting and mechanical repair abilities
- Detected operating problems with continuous monitoring of equipment and indicators
Education
Pharmacy Technician Diploma -
Penn Foster Career School
Scranton, PA01.2022
High School Diploma -
Pensacola Christian Academy
Pensacola, Fl01.2013
Skills
- Critical & Analytical Thinking
- Multi-Tasking skills
- Active Listening
- Working Collaboratively
- Attention to detail
- Problem-solving
- Equipment operation
- Verbal and written communication
Timeline
Customer Service & Support Representative Specialty - Business Banking
PNC Bank
01.2024 - Current
Customer Service & Support Representative
PNC Bank
05.2022 - 01.2024
Pharmacy Technician Trainee
Brookshire Brothers Pharmacy
12.2021 - 05.2022
Pharmacy Clerk
Brookshire Brothers Pharmacy
08.2021 - 12.2021
Sales Associate
Lowes’s Home Improvement
02.2020 - 08.2021
Laborer - Operator
Geo-Solutions Inc
12.2015 - 01.2020
High School Diploma -
Pensacola Christian Academy
Pharmacy Technician Diploma -
Penn Foster Career School
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