Dwayne Frelot
West Fargo,ND
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative - (Remote)
RELI Group, Inc.
08.2023 - Current
- Provided accurate information to ensure customer understanding and satisfaction.
- Handled high-volume calls to streamline customer service operations.
- Collaborated with team members to improve overall customer service strategies.
- Utilized CRM systems to track and resolve customer issues efficiently.
- Enhanced team performance by sharing best practices and insights.
- Demonstrated product knowledge to assist customers effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Document Processor III (Remote)
RELI Group, Inc.
10.2020 - 08.2023
- Support Federal Healthcare client with the accurate review and categorization of consumer complaints received through the Marketplace for appropriate resolution, in accordance with the client’s Standard Operating Procedures (SOPs)
- Improve the accuracy and quality deliverables by evaluating feedback and change requests from Quality Assurance (QA) and Program Management team
- Ensure that all Protected Health Information (PHI) and Personally Identifiable Information (PII) data is managed and communicated according to company and regulatory requirements
- Assist in the creation of individual reviewer files for case reviews and project delivers to support program delivery team
- Streamlined document handling processes, reducing processing time for large volumes of paperwork.
- Managed document archiving system to ensure efficient retrieval and storage.
Customer Service Representative - (Remote)
RELI Group, Inc.
10.2019 - 10.2020
- Performed comprehensive customer service and support, ensuring high-quality customer experiences while assisting customers to diagnose and resolve reported issues with products and services
- Assisted in the development of operational goals, standards, and procedures of customer support operations, driving the consistent, ongoing achievement of customer service deliverables
- Developed and delivered daily, weekly, and monthly reports to provide strategic insights into the performance of customer support teams
- Identified and capitalized on opportunities to improve the quality of efforts to manage and complete reported customer support cases
Support Specialist I - Hybrid
Network Center, Inc.
01.2019 - 09.2019
- Resolved reported issues with network communications, software, and user account management; performed system and user administration support, performing IT enterprise system moves, adds, and changes, as well as user account management
- Documented and tracked reported technical support cases to properly monitor the progress of technical support efforts, while also providing a knowledgebase for future support efforts
- Collaborated with banking software vendors during technical support and software modification initiatives, maintain the functionality and availability of enterprise applications
- Performed Active Directory group policy management via MS Azure
- Created user profiles and setup MFA access via MS Azure
- Resolved technical issues by providing prompt and efficient support.
- Assisted users in troubleshooting software problems for improved system performance.
- Provided detailed documentation to support troubleshooting efforts.
- Identified recurring issues and offered solutions for improved user experience.
Dynamics365 Support Professional
Microsoft (VMC)
08.2018 - 12.2018
- Coordinated technical support of Microsoft Dynamics365 and Office365 user accounts, completing all support requests according to service-level agreements
- Collaborated with IT teams, vendors, and users throughout all reported support case management efforts, unifying multiple teams to ensure the timely completion of customer support activities
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
IT Help Desk Specialist
Discovery Benefits
01.2015 - 08.2018
- Performed Active Directory group policy administration via SCCM and serviced on-network security scanning and call recording platforms; utilized a Manage Engine ticketing system to field, track, and close customer-reported technical support cases
- Performed asset management of IT hardware inventories, including hard drives, thin clients, input devices, and all other user equipment
- Resolved technical issues for end users to ensure seamless system operations.
- Improved user satisfaction by delivering prompt and effective troubleshooting support.
- Enhanced productivity, assisting users with system configurations and updates.
- Improved technical understanding by educating users on troubleshooting steps.
- Assisted in maintaining asset inventory to track and manage IT resources effectively.
- Responded to inquiries by phone, email and walk-up requests.
- Logged activities in tracking system to maintain accurate, timely records.
Customer Service Advisor
Discovery Benefits
10.2013 - 01.2015
- Provided support to customers requiring assistance in managing medical flexible spending accounts, helping customers with technical issues such as site navigation and account password resets
- Conducted personable, professional customer service to ensure quality customer experiences according to company directives and best practices
Customer Service Specialist/SSP
APAC Customer Service
01.2012 - 07.2013
- Coordinated customer service and sales support of Microsoft products and services, engaging internal and external teams to ensure high levels of business engagement and customer satisfaction
- Communicated with military customers to raise awareness of Microsoft products and events, helping to evangelize Microsoft technologies to major customer stakeholders
Education
Associate of Arts - Computer Science
LOS MEDANOS COMMUNITY COLLEGE
Pittsburg, CASkills
- SOFTWARE: Active Directory (Group Policy, Organizational Units, Account Management), Microsoft Dynamics CRM/Dynamics365, Microsoft Office365, Azure AD Connect, Ticketing Systems (ConnectWise, Manage Engine), Microsoft Office2010, Exchange2010
- VIRTUALIZATION: VMware vSphere, Citrix
- OPERATING SYSTEMS: Windows10 /7
- PROTOCOLS: TCP/IP, DNS, DHCP
- HARDWARE: Desktops (HP, Dell)
- Customer service
- Communication skills
- Problem solving
Certification
- Free Microsoft Dynamics CRM (Now Dynamics365)
- Programming Foundations: Software Testing/QA
- Insights on Software Quality Engineering
- Office365: Manage Identities using Azure AD Connect
- Global Knowledge: Microsoft Azure Fundamentals
Accomplishments
- Leveraged strong skills in technical support best practices to engage and manage customer communications throughout support activities, delivering customer-facing support of enterprise IT infrastructures, applications, and services, working to resolve hardware and software issues and provide excellent customer experiences.
- Prioritized and escalated tickets based on evolving user and business requirements; achieved ticket resolutions of less than48 hours across92% of reported cases.
- Decreased issue resolution times by50% through the implementation of a test lab environment used for monitoring customer setups via Office365 and Dynamics365 administrator portals.
Awards
Diamond Awards (3) - In Recognition of Outstanding Customer Support – RELI Group Inc., Emerald Award - In Recognition of Outstanding Customer Support – RELI Group Inc.
3 Time Diamond Award Winner
I received this award in Recognition of Outstanding Customer Support. By leveraging strong skills in technical support best practices to engage and manage customer communications throughout support activities, delivering customer-facing support of enterprise IT infrastructures, applications, and services, while working to resolve hardware and software issues and provide excellent customer experiences.
Timeline
Customer Service Representative - (Remote)
RELI Group, Inc.
08.2023 - Current
Document Processor III (Remote)
RELI Group, Inc.
10.2020 - 08.2023
Customer Service Representative - (Remote)
RELI Group, Inc.
10.2019 - 10.2020
Support Specialist I - Hybrid
Network Center, Inc.
01.2019 - 09.2019
Dynamics365 Support Professional
Microsoft (VMC)
08.2018 - 12.2018
IT Help Desk Specialist
Discovery Benefits
01.2015 - 08.2018
Customer Service Advisor
Discovery Benefits
10.2013 - 01.2015
Customer Service Specialist/SSP
APAC Customer Service
01.2012 - 07.2013
Associate of Arts - Computer Science
LOS MEDANOS COMMUNITY COLLEGE
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