Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dysaneik Jones

Euless,United States

Summary

Experienced with coordinating customer service operations efficiently, ensuring smooth and effective communication between departments and clients. Utilizes problem-solving skills to address and resolve customer concerns promptly. Track record of implementing process improvements that enhance customer satisfaction and team performance.

Overview

11
11
years of professional experience

Work History

Customer Service Coordinator

American Airlines
11.2021 - Current
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
  • Mentored junior team members, fostering a positive work environment and boosting overall team performance.
  • Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
  • Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
  • Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
  • Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.

ISC Support

Allstate Insurance
12.2020 - 11.2021
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Skilled at working independently and collaboratively in a team environment.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Customer Care Agent

Hilton Grand Vacations
01.2019 - 11.2020
  • Assist guests with inquiries relating to the package they have already purchased and information regarding their upcoming vacation
  • Provide complete and accurate information to guests on every telephone call.
  • Especially information about tour presentation, accommodations, premiums and promotions.
  • Handle situations with dissatisfied guests
  • Receive calls from guests responding to direct mail, e-mail, and web advertising to sell dated and open-dated vacation packages
  • Take the name and phone number of every guest that makes an inbound call and enter that information into the RCC system
  • Assist management with special projects relating to customer service
  • Ensure the privacy and security of confidential information about guests
  • Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.

Technical Support

Cox Communication
02.2017 - 11.2018
  • Answered incoming calls from customers with order inquiry and/or trouble reports.
  • Provided customers with order status, service activation support for Voice service calling features, voice activation support for data service PC configuration, home router configuration, and/or email/internet applications.
  • Dispatched trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
  • Strong communications skills

Customer Service Representative

HealthNet
09.2015 - 02.2017
  • Demonstrates regular, reliable and predictable attendance
  • Answers calls, schedules and cancels patient appointments
  • Calls patient to verify appointment
  • Schedules any necessary follow up appointments
  • Reviews computerized appointment templates to determine the availability of appointment
  • Contacts medical provider offices by telephone, collects medical notes and forwards to VA
  • Calls patient to confirm appointment was attended.

Account Represent

Portfolio Recovery Associates
03.2014 - 01.2017
  • Comply with all aspects of the Fair Debt Collection Practices Act (FDCPA) company policies and procedures
  • Communicating with customers by telephone in attempt to determine reason for overdue payment, review terms of sales, service or credit contract with customers; take appropriate action if customer's disputes the account(s)
  • Submit necessary codes to transfer account to legal collections if customer fails to respond
  • Record information about financial status of customer and status of collection efforts using automated collections software
  • Communicating with authorized third parties, credit reporting agencies and attorneys in regard to customers account status

Education

Bachelors of Science - Healthcare Administration

ECPI/MCI
Newport News, VA
03.2017

State Licensed - undefined

Nevada Life Insurance

Honorable - undefined

United States Army
04.2011

High School Diploma -

The Bible Speaks Academy
Brooklyn, NY

Skills

  • Complaint handling
  • Customer focus
  • Account management
  • Call center experience
  • Strong multitasking
  • Passenger assistance
  • Flexible work schedule
  • Goal oriented
  • Training and mentoring
  • Problem-solving skills
  • Data entry
  • Microsoft teams

Timeline

Customer Service Coordinator

American Airlines
11.2021 - Current

ISC Support

Allstate Insurance
12.2020 - 11.2021

Customer Care Agent

Hilton Grand Vacations
01.2019 - 11.2020

Technical Support

Cox Communication
02.2017 - 11.2018

Customer Service Representative

HealthNet
09.2015 - 02.2017

Account Represent

Portfolio Recovery Associates
03.2014 - 01.2017

State Licensed - undefined

Nevada Life Insurance

Honorable - undefined

United States Army

Bachelors of Science - Healthcare Administration

ECPI/MCI

High School Diploma -

The Bible Speaks Academy

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Dysaneik Jones