Dylan Siner
Houston
Summary
I am a dedicated and Dynamic customer service professional with a proven track record at every single last 1 of my jobs, achieving over 1 a 95% quality assurance score. Skilled in high-volume call handling and conflict resolution, I excel in delivering empathetic support while maintaining meticulous documentation. Adaptable and detail-oriented, I thrive in fast-paced environments, ensuring client satisfaction and effective problem-solving.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
houston toll road authority
Houston
07.2025 - 12.2025
- Assisted drivers with toll accounts, billing questions, violations, and payment issues.
- Handled an average of 60–80 inbound calls per shift, maintaining professionalism and accuracy.
- Achieved a 92% customer satisfaction rating based on post‑call surveys.
- Resolved account discrepancies and processed adjustments with high attention to detail.
- Educated customers on toll policies, payment plans, and account setup, reducing repeat calls.
- Documented all interactions in CRM systems with 100% compliance to internal standards.
Church Intern
The Metropolitan church
Houston
05.2025 - 09.2025
- Assisted in organizing community outreach events and activities.
- Participated in team meetings to brainstorm ideas for youth programs.
- Coordinated communication between church staff and congregation members.
- Helped maintain church facilities by ensuring cleanliness and orderliness.
- Participated in weekly team meetings where ideas were shared amongst staff members regarding ways to improve operations within the organization.
Call Representative
Consumer Legal Group
06.2023 - 02.2024
- Managed 80–100 inbound calls daily, providing clear, empathetic support to clients navigating complex issues.
- Maintained a 95% quality assurance score for call accuracy, tone, and documentation.
- Designed Outlook 365 workflows that reduced follow‑up delays by 30%.
- Logged all interactions in CRM systems with 99% accuracy.
- Collaborated with cross‑functional teams to resolve escalated concerns, improving first‑call resolution rates.
- Completed ongoing training in communication, crisis support, and customer care best practices.
Nursing Assistant/COVID Tester
Geegan Alliance
06.2021 - 03.2022
- Supported 50+ patients per day during peak testing periods with professionalism and empathy.
- Maintained 100% accuracy in patient documentation and test result logging.
- Followed strict safety and confidentiality protocols aligned with HIPAA expectations.
- Communicated procedures clearly to patients, reducing confusion and improving cooperation.
- Adapted quickly to changing healthcare guidelines and high‑demand environments.
Assistant Manager
Family Dollar
01.2020 - 11.2020
- Led, trained, and mentored a team of numerous associates—fostering a culture of encouragement, accountability, and growth
- Enforced safety, health, and security guidelines—ensuring a protected environment for staff and visitors
- Resolved conflicts with a peacemaker’s posture—coaching employees in customer care, integrity, and mutual respect
- Partnered with local and authorities on loss-prevention, upholding justice and community well-being
Education
Associate of Science - Business and Communications
CY FAIR COLLEGE SYSTEM
Houston, TX01.2020
High School Diploma -
CY FALLS HIGH SCHOOL
Houston, TX06-2018
Skills
- Customer Service & Member Support
- Healthcare & Insurance Knowledge
- Claims & Benefits Explanation (non‑licensed)
- High‑Volume Call Handling
- CRM Systems & Call Documentation
- Microsoft 365 (Outlook, Teams, Excel)
- HIPAA‑Aligned Confidentiality
- Conflict Resolution & De‑escalation
- Problem Solving & Critical Thinking
- Adaptability in Fast‑Changing Environments
- Strong Verbal & Written Communication
- typing speed : 35-40 wpm
- Quality assurance
- Cultural awareness
References
Available upon request
Affiliations
voluneeter at the met church , 2023- persent time
Timeline
Customer Service Representative
houston toll road authority
07.2025 - 12.2025
Church Intern
The Metropolitan church
05.2025 - 09.2025
Call Representative
Consumer Legal Group
06.2023 - 02.2024
Nursing Assistant/COVID Tester
Geegan Alliance
06.2021 - 03.2022
Assistant Manager
Family Dollar
01.2020 - 11.2020
Associate of Science - Business and Communications
CY FAIR COLLEGE SYSTEM
High School Diploma -
CY FALLS HIGH SCHOOL