Dvonshae Armstrong
Lakeland
Summary
Dynamic customer service professional with a proven track record at GC Services, excelling in issue resolution and relationship building. Adept at mentoring teams and enhancing performance, I leverage effective communication and active listening to drive customer satisfaction and loyalty. Skilled in call center operations, I consistently deliver results in high-pressure environments.
Overview
2025
2025
years of professional experience
Work History
Customer Service Representative
GC Services
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Stacker
Genisis
08.2013 - 03.2015
- Maintained a solid understanding of product specifications and storage requirements, ensuring proper handling and stacking procedures were always followed.
- Stacked finished cases on pallets according to customer requests.
- Reduced product damage by carefully handling items during the stacking process.
- Ensured workplace safety by adhering to proper lifting techniques and stacker equipment usage guidelines.
- Maintained clean, orderly work environment free of hazards.
Shift Manager
Five Guys
03.2023 - 11.2024
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Excelled in every store position and regularly backed up front-line staff.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Cooperated with coworkers to improve customer experience and manage storefront.
Benefits Specialist
Humana
04.2016 - 03.2019
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.
- Enhanced understanding of benefit offerings with effective communication materials and presentations.
- Implemented open enrollment system to streamline benefits processes for employees.
- Coordinated and conducted employee orientations to promote understanding of coverage and options.
- Checked employees' benefits enrollment for accuracy and inputted all data into Software.
- Conducted annual open enrollment sessions to ensure employees were well-informed about their options and plan changes.
- Participated in annual benefit plan review meetings with senior leadership, providing data-driven insights and recommendations for future plan design adjustments.
- Negotiated cost-effective contracts with insurance carriers, resulting in significant savings for the company.
- Partnered with vendors to provide employee training on various topics such as retirement planning or health management strategies, empowering staff members to make informed decisions about their personal wellbeing.
- Coordinated wellness programs that contributed to healthier work environments and increased productivity levels among staff members.
- Conducted regular audits of benefits administration to comply with regulations and identify areas for improvement.
- Coordinated with insurance companies to resolve disputes, ensuring employees received entitled benefits.
- Provided personalized support to employees during life events affecting benefits, such as marriage or childbirth.
- Implemented wellness program that led to improved employee health and reduced healthcare costs.
Education
High School Diploma - High School Diploma
Penn Foster Career School
Scranton, PA05.2015
Skills
- Issue resolution
- Team performance
- Employee mentoring
- Customer service
- Effective communication
- Active listening
- Task delegation
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Professional telephone demeanor
- Paperwork processing
- Team development
- Prioritization
- Multi-line phone talent
- Order fulfillment
- Store maintenance
- Research
- Reading comprehension
- Service upselling
- Proofreading
- Stock management
- Delivery scheduling
- Warehousing functions
Timeline
Shift Manager
Five Guys
03.2023 - 11.2024
Benefits Specialist
Humana
04.2016 - 03.2019
Stacker
Genisis
08.2013 - 03.2015
Customer Service Representative
GC Services
High School Diploma - High School Diploma
Penn Foster Career School
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