Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dy'Neise Offord

Sherman

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. 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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Experience Advisor II

VXI Global
Sherman
09.2024 - Current
  • Maintained accurate records of customer interactions and transactions.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Led on- and off-site customer support teams across multiple time zones.
  • Resolved customer billing inquiries, ensuring accurate account information and timely responses.
  • Processed payment transactions using billing software, maintaining data integrity and confidentiality.
  • Developed training materials for new software implementations, facilitating smooth transitions for team members.
  • Streamlined billing processes for improved efficiency and reduced errors.
  • Assessed customer needs and provided tailored solutions to enhance satisfaction levels.
  • Analyzed customer feedback to identify trends and recommend actionable improvements.
  • Monitored key performance indicators to ensure adherence to company standards and goals.
  • Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.

Customer Service Representative

Centene
09.2022 - 05.2024
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Provided primary customer support to internal and external customers.
  • Streamlined complaint resolution processes, improving response times and service quality.
  • Resolved customer inquiries efficiently through multiple channels, enhancing overall satisfaction.

Patient Care Advocate

Cigna
04.2020 - 11.2021
  • Developed rapport to create safe and trusting environment for care.
  • Monitored ongoing care and proactively corrected problems.
  • Upheld confidentiality requirements and regulatory compliance guidelines.
  • Assisted disabled clients to support independence and well-being.
  • Connected patients with available community and charitable resources.
  • Facilitated patient access to healthcare services through effective communication and resource navigation.
  • Resolved patient inquiries and concerns, ensuring a positive experience and timely support.
  • Coordinated referrals to specialists, facilitating seamless continuity of care for patients with complex needs.

Telemarketer

Teleperformance
09.2019 - 04.2020
  • Recorded and updated customer information in online systems.
  • Provided information about available products and services, membership details, and purchase advantages.
  • Built relationships with customers using strong persuasion and active listening skills.
  • Collaborated with marketing teams to develop and execute promotional strategies.
  • Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
  • Utilized CRM software to track customer interactions and update records accurately.
  • Conducted outbound calls to generate leads and promote products effectively.
  • Collaborated with team members to streamline processes and increase overall team performance.

Dispatcher

Tallulah Police Department
02.2017 - 01.2019
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Communicated with customers to provide delivery updates and resolution.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Answered phone calls and responded to customer emails.
  • Processed invoices and payments for dispatched orders to provide proof of transaction.
  • Scheduled and organized delivery routes.
  • Coordinated emergency response efforts, ensuring timely dispatch of units to critical incidents.
  • Coordinated emergency response efforts between law enforcement, fire departments, and medical services.
  • Developed training materials to standardize knowledge across the dispatch team for consistency in operations.

Education

High School Diploma -

Madison High School
Tallulah, LA
05-2012

No Degree - Business Administration And Management

Bossier Parish Community College
Bossier City, LA
05-2029

Skills

  • Staff Training
  • Customer Relations
  • 10-Key
  • Project Management Abilities
  • Multi-Line Phone Talent
  • Money Handling Abilities
  • Microsoft Excel
  • System Implementation
  • Technical Support
  • Order Processing
  • Product Organization
  • Schedule Mastery
  • Credit Card Payment Processing
  • Call center experience
  • Complaint handling
  • Billing systems and software
  • Invoice processing
  • Insurance verification
  • Claims processing
  • Data entry proficiency
  • HIPAA compliance
  • Claim submission
  • Invoice generation
  • Payment posting
  • Customer engagement
  • Medical billing expertise
  • Relationship building
  • Record preparation
  • Invoicing proficiency

Certification

  • Certified Human Resource Specialist In Recruiting , May 21,2021

Timeline

Customer Experience Advisor II

VXI Global
09.2024 - Current

Customer Service Representative

Centene
09.2022 - 05.2024

Patient Care Advocate

Cigna
04.2020 - 11.2021

Telemarketer

Teleperformance
09.2019 - 04.2020

Dispatcher

Tallulah Police Department
02.2017 - 01.2019

High School Diploma -

Madison High School

No Degree - Business Administration And Management

Bossier Parish Community College

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