- Cooking
- Growing herbs, vegetables, or fruits in home gardens
- I like trying new recipes and food trends
- I enjoy cooking for friends and family gatherings
- Acting and Theater
- Exploring various forms of art, I'm a vocalist for a local symphony orchestra, and currently have performed in 4 films, with a 5th coming soon
Dylan Cox
Grand Junction,CO
Summary
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in Customer Service Representative role.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
HUMANA Military TRICARE East
06.2023 - Current
- Managed an average of 56 high volume of incoming calls and emails per day, consistently meeting or exceeding performance metrics for response time and resolution
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Built rapport with customers through active listening, empathy, and personalized interactions
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
Life Insurance Agent
American Income Life
08.2022 - 12.2022
- Sells policies that are paid out to beneficiaries upon the insured’s death
- Responsible for marketing and selling to potential clients, generating a list of qualified leads generated through20,000 labor unions, financial organizations and fraternal associations nationwide, referrals, and other outreach tactics, determining the best policy fit for new clients, and navigating current policyholders through the claims process
Customer Service Representative
Press-One Customer Service
09.2021 - 07.2022
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offering advice and assistance to customers, paying attention to special needs or wants
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics above 93% consistently, earning recognition as a top performer within the team.
Activities Assistant
La Villa Grande Care Center
06.2019 - 08.2021
- Managed the care of between 13 and 20 patients continuously through my employment.
- Documented preferences and helped develop relevant activities for residents
- Maintained master calendar and relevant records
- Coordinated and led multiple daily activities for residents suffering from Alzheimer’s disease and other forms of dementia
Education
Bachelor of Arts - Theatre Acting/Directing
Colorado Mesa University
Grand Junction, CO07.2010
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft outlook
- Prioritization
- De-escalation techniques
- Building rapport
- Customer education
- Assertiveness
- Research
- Reading comprehension
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Collaborated with team of 3 in the development of Tier 2 assistance line for Tricare East.
- Documented and resolved claims denials which led to payment of the claims.
Military Experience
- US Army,1992 -2003.
- Single Channel Radio Operator
- Personnel Information Systems Management Specialist
Interests
Timeline
Customer Service Representative
HUMANA Military TRICARE East
06.2023 - Current
Life Insurance Agent
American Income Life
08.2022 - 12.2022
Customer Service Representative
Press-One Customer Service
09.2021 - 07.2022
Activities Assistant
La Villa Grande Care Center
06.2019 - 08.2021
Bachelor of Arts - Theatre Acting/Directing
Colorado Mesa University
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