Dustin Alan Tidwell
Leesburg,GA
Summary
Customer-focused professional with over 10 years of experience in customer service and CRM utilization, supporting high-volume environments through accurate data management, case resolution, and customer advocacy. Proven ability to navigate CRM systems to track interactions, resolve issues efficiently, and maintain detailed records. Known for strong communication skills, attention to detail, and a consistent commitment to delivering positive customer experiences.
Overview
11
11
years of professional experience
Work History
Consultant - Services
Progressive
Remote
02.2025 - Current
- Promote high customer satisfaction through friendly, knowledgeable, and solution-focused support.
- Cultivated strong customer relationships through personalized assistance and deep understanding of customer needs.
- Resolved customer concerns, answered product questions, and enhanced overall customer experience.
- Respond to customer inquiries with accurate information on products, services, and policies.
- Resolved customer issues efficiently and escalated complex cases to appropriate departments.
- Manage high call volumes while maintaining professionalism, patience, and service quality.
- Explain billing procedures, process payments, and assist with payment option setup.
- Recommended improvements to products, services, and billing processes based on customer feedback to management.
Internet ERS Representative
GEICO
Macon, GA
05.2015 - 02.2025
- Influenced CRM operations by implementing customer service best practices, enhancing efficiency in handling large call volumes.
- Delivered high-volume customer support with a consistently positive, professional attitude, and focus on satisfaction.
- Handled customer inquiries via chat, email, mobile app, phone, and website, resolving issues efficiently.
- Documented customer interactions, complaints, and resolutions accurately using CRM systems.
- Met or exceeded call time, quality, productivity, and service level standards while adhering to company policies and scripts.
- Investigated and resolved account discrepancies and complaints, contributing to high one-call resolution and satisfaction ratings.
- Educated customers on products, services, systems, and form completion to improve access and understanding.
- Maintained up-to-date product knowledge, and adapted quickly to changes in processes or service requirements.
- Supported team success through customer follow-ups and training new staff on company operations and policies.
Education
High School Diploma -
Peach County High School
Fort Valley, GA05.2014
Skills
- Active listening
- Call center operations
- Call management
- Customer support and correspondence
- CRM software
- High-volume environments
- High attention to detail and organization
- Issue identification
- Information updates
- Proficient in Microsoft Word, Outlook, and PolicyPro
- Multitasking
- Written and oral communication
Timeline
Consultant - Services
Progressive
02.2025 - Current
Internet ERS Representative
GEICO
05.2015 - 02.2025
High School Diploma -
Peach County High School