Dwayne Hollis
Philadelphia,PA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
1826
1826
years of professional experience
Work History
Customer Service Rep
AAA Roadside Assistance
09.2024 - Current
- Receive and manage inbound calls from members requiring roadside assistance.
- Quickly assess emergency situations and dispatch appropriate service technicians or vendors to provide timely help.
- Maintain clear communication with members throughout the service process, ensuring they feel supported and informed.
- Multitasking in high-pressured environments
- CRM and service request management (Salesforce)
- Manages 30+ incoming call per day from customers
Substitute Teacher (Part-Time, As Needed)
Black Horse Pike Regional School District
09.2023 - Current
- Delivers classroom instruction in alignment with lesson plans provided by full-time teachers across a variety of grade levels and subjects
- Maintains classroom order and enforced school policies to ensure a productive learning environment
- Adapts quickly to different school cultures and student needs in short- and long-term placements
- Implements creative classroom management strategies to engage students and minimize disruptions
Customer Service Advisor and Instructor
Bet 365
03.2021 - 09.2024
- Proactively managed customer inquiries, complaints and feedback to ensure high customer satisfaction through phone calls, emails and live chats
- Troubleshot customer service issues and devise solutions in a timely manner
- Used internal tools to assist and take ownership of customer queries
- Built and maintained collaborative relationships with other departments
- Promoted responsible gaming/gambling
- Promoted awareness of policies, procedures and licensing requirements
- Mentored and instructed new hire employees on policy and procedures for customer service
- Trained and monitored customer service staff to ensure their performance met standards
Professional Athlete
Arena Football League(AFL)
03.201 - 08.2019
- Exercised or practiced under the direction of trainers, professional coaches to develop skills, improve physical condition, or prepare for competitions.
- Assessed performance following the competition, identifying strengths and weaknesses.
- Made adjustments to improve future performance.
- Committed approximately 40-60 hours per week to training, studying playbooks, watching film, travel, and playing while simultaneously maintaining a full course load.
- Developed concentration, strong work ethic, and perseverance to meet personal and team goals.
- Awards: Defensive Back of the Year (2017), All-League Teams (2016-2019)
Unit Director
Peninsula Boys and Girls Club
06.2015 - 03.2016
- Club Leadership and Strategic Planning
- Monitored program sheets for quality with measured outcome for specific programs
- Ensured growth in daily attendance, registered members, and total youth served
- Reported average daily attendance compliance and manage child-to-staff ratio for maximum capacity
- Maintained membership retention plan as defined in the Club Policies & Procedures
- Created and increased number of outreach opportunities
- Learned and utilized BGCA programming
- Assisted in development and implementation of policies, procedures, and regulations for unit operations.
Education
Bachelor of Arts - Criminal Justice
North Carolina Wesleyan College
Rocky Mount, NC12.2012
Skills
- Scheduling
- Complaint resolution
- Account updating
- Live chat support
- Multi-task management
- Technical troubleshooting
- Adaptability and flexibility
- Member account management
- Call center experience
- Customer education
- Relationship building
- Product knowledge
Timeline
Customer Service Rep
AAA Roadside Assistance
09.2024 - Current
Substitute Teacher (Part-Time, As Needed)
Black Horse Pike Regional School District
09.2023 - Current
Customer Service Advisor and Instructor
Bet 365
03.2021 - 09.2024
Unit Director
Peninsula Boys and Girls Club
06.2015 - 03.2016
Bachelor of Arts - Criminal Justice
North Carolina Wesleyan College
Professional Athlete
Arena Football League(AFL)
03.201 - 08.2019
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