Dyonna Cromartie
Raeford,NC
Summary
Proven track record in enhancing customer satisfaction and resolving complex issues swiftly at SYKES, showcasing expertise in complaint handling and call control. Demonstrated ability in improving service delivery and resident well-being at Skill Creations, blending exceptional computer skills with compassionate care. Achieved significant improvements in efficiency and customer retention through strategic problem-solving and effective communication.
Overview
6
6
years of professional experience
Work History
Customer Call Center Representative
SYKES
05.2019 - 01.2020
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Documented and detailed calls and complaints using call center's CRM database.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Detailed payment options and explained price, receipt and billing details to customers.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Resolved customer complaints and addressed emergency requests and needs.
- Retained customers considering cancellation by understanding their concerns and offering alternative solutions tailored to their needs.
- Ensured accurate information delivery through careful verification of data during all customer interactions.
- Managed high-volume call flows while maintaining a professional demeanor and quick response times.
- Investigated and resolved customer inquiries and complaints quickly.
Hab Technician
Skill Creations
10.2013 - 09.2018
- Played an active role in staff meetings, sharing insights on ways to improve service delivery and enhance overall effectiveness as a team member.
- Delivered high-quality personal care services while respecting each resident''s privacy and dignity at all times.
- Documented detailed progress notes for each resident regularly, ensuring accurate record keeping for future reference.
- Ensured proper nutrition for residents by preparing meals according to dietary guidelines and restrictions.
- Enhanced resident well-being by administering medications as prescribed by healthcare professionals.
- Monitored residents'' conditions closely, reporting any changes or concerns to healthcare professionals promptly.
- Supported residents'' physical health with assistance in mobility, transfers, and exercises.
- Improved resident satisfaction by providing exceptional personal care and assistance in daily activities.
Education
Certificate - Nail Technician
James Sprunt Community College
Kenansville, NC05.2024
Skills
- Computer Skills
- Complaint Handling
- Call Control
- Call Monitoring
- Escalation procedures
- Typing Speed
- Keyboarding
- Dispute Resolution
Timeline
Customer Call Center Representative
SYKES
05.2019 - 01.2020
Hab Technician
Skill Creations
10.2013 - 09.2018
Certificate - Nail Technician
James Sprunt Community College
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