Work Preference
Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Open To Work

Dwanielle Clemons

Customer Service Rep
Detroit,MI

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Call Center RepresentativeCustomer Resolution SpecialistInbound Call Center RepresentativePharmacy Service AssociateCustomer Service Representative

Work Type

Full TimePart TimeContract WorkSeasonal Work

Location Preference

On-SiteRemoteHybrid
Location: Detroit, MI, USDetroit, MI
Open to relocation: No

Salary Range

17/hr - 1000/hr

Important To Me

Career advancementWork-life balanceFlexible work hoursWork from home option

Summary

Experienced professional skilled in service delivery and adept at multitasking. Committed to fostering strong professional relationships to boost profitability and achieve business objectives. Dedicated to ensuring enduring customer satisfaction through superior service and unwavering support. Proficient in customer service best practices and related strategies.

Overview

11
11
years of professional experience

Work History

Call Center Representative

State of Michigan Child Development
01.2023 - 07.2024
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

Customer Resolution Specialist

Chase Bank
04.2022 - 01.2023
  • Maintained accurate records of all transactions, keeping track of daily activities for auditing purposes.
  • Provided advice on different bank products and financial options.
  • Resolved complex client issues by coordinating with relevant departments, ensuring timely resolution and customer satisfaction.
  • Supported branch management with administrative tasks such as scheduling appointments, filing documents, generating reports, and maintaining office supplies inventory.

Inbound Call Center Representative

Rocket Auto
08.2020 - 03.2022
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Asked fact-finding questions to determine customer needs and expectations and recommended solutions.

Pharmacy Service Associate

Cigna Health Care
Phoenix, AZ
09.2019 - 09.2020
  • Responded to phone calls, faxes and online inquiries from healthcare professionals.
  • Assisted with the medication prior authorization process.

Customer Service Representative

Department of Child Support
Phoenix, AZ
10.2016 - 09.2019
  • Managed client contact, to ensure customer satisfaction.
  • Assisted with high volume of incoming calls from custodial, non-custodial parents caretakers, employers and other jurisdictions.
  • Reviewed and analyzed the automatic case management system.
  • Interpreted data and responded to callers.
  • Assisted in enforcement actions: paternity/court order establishments and increased collections.

Eligibility Case Worker

Department of Economic Security
Phoenix, AZ
07.2013 - 10.2016
  • Administered cash, nutrition and medical benefits.
  • Processed and verified medical for Hea-Plus for new and prior clients.
  • Aztec trained to provide assistance.
  • Interviewed clients and provided customer service assistance, in person and through the call center.
  • Utilized computer software and systems to retrieve customer information.
  • Resolved customer concerns via telephone and written communication.
  • Followed federal, state regulations and agency statutes for public assistance programs.
  • Developed and maintained effective working relations with both internal and external clients.

Education

GED -

Marygrove Community College
Detroit, MI

Skills

  • Excellent Customer Service
  • Oral & Written Communication
  • Multi-tasking Abilities
  • Inbound & Outbound Calls
  • Issue & Complaint Resolution
  • Data Entry & Maintenance
  • Windows 10&11
  • Leadership
  • Chat
  • Verbal Communication
  • Customer Service
  • Empathy
  • Active Listening Skills
  • Microsoft Office Expertise
  • Technical Support Expertise
  • Upselling Products & Services
  • Call Center Operations
  • Work Task Prioritization
  • MAC OS
  • Sales
  • Zendesk
  • Child Care
  • Positive Attitude
  • Collaborative

Accomplishments

  • National Career Readiness Certificate
  • Leadership Training Certificate
  • Kaizan Blitz Certificate
  • Social Committee Member
  • Pride on the Spot Awards

Timeline

Call Center Representative

State of Michigan Child Development
01.2023 - 07.2024

Customer Resolution Specialist

Chase Bank
04.2022 - 01.2023

Inbound Call Center Representative

Rocket Auto
08.2020 - 03.2022

Pharmacy Service Associate

Cigna Health Care
09.2019 - 09.2020

Customer Service Representative

Department of Child Support
10.2016 - 09.2019

Eligibility Case Worker

Department of Economic Security
07.2013 - 10.2016

GED -

Marygrove Community College

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Dwanielle ClemonsCustomer Service Rep