Ebonyishia Dydell
Raytown,MO
Summary
Detail-oriented professional offering years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Adept at mentoring employees on processes and policies in support of team and business objectives. Hardworking and dependable team player who is committed to providing the unparalleled customer experience.
Overview
31
31
years of professional experience
Work History
Call Center Team Lead
University Of Kansas Health System
02.2026 - Current
- Managed high-volume inbound calls, ensuring effective communication with patients and caregivers.
- Resolved customer inquiries promptly, enhancing patient satisfaction through attentive support.
- Process hospital emergency codes.
- Collaborated with healthcare teams to address complex patient needs and streamline service delivery.
- Triage calls.
- Use of Epic, OnCall, Voalte, Alert Media and several other software systems.
- Complete pages for urgent care needs.
- Performs overhead pages.
- Run shifts in absence of supervisors.
- Receive escalated calls.
- Assist call center representatives as needed with procedure questions and other complex issues.
- Perform QA on emergency code activation calls for accuracy.
- Log and document emergency calls and recordings.
- Complete daily department system testing.
Call Center Representative
University Of Kansas Health System
06.2024 - 02.2026
- Managed high-volume inbound calls, ensuring effective communication with patients and caregivers.
- Resolved customer inquiries promptly, enhancing patient satisfaction through attentive support.
- Process hospital emergency codes.
- Collaborated with healthcare teams to address complex patient needs and streamline service delivery.
- Triage calls.
- Use of Epic, OnCall, Voalte, Alert Media and several other software systems.
- Complete pages for urgent care needs.
- Performs overhead pages.
Account Services Processor II
UMB
05.2021 - 06.2024
- Works directly with UMB personnel and our commercial clients, reports transactions on the checking accounts of our commercial clients who have UMB’s top reconciling and fraud prevention Positive Pay product.
- Confirm payee information, check numbers and amounts match incoming files from clients.
- Research and analyzing of banking transactions.
- Detect and report fraud via email or phone.
- Pay, stop, and/or cancel checks per client’s request.
- Usage of Microsoft Office Products
- Account Reconciliation
- Issues credit and debit adjustments
- Completes request received via BAW
- Continuous trainings to stay compliant with banking rules and regulations.
- Meets multiple deadlines in a face paced environment.
Customer Care Specialist
UMB
01.2018 - 04.2021
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Documented conversations with customers to track requests, problems, and solutions.
- Processed customer account changes, using FDR, Client Link, and CIS.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Receives inbound calls from UMB associates, clients, customers and 3rd party contacts regarding debit cards, credit cards and loan products. Complete debit card and credit card requests for commercial, consumer, mutual fund and private wealth clients, such as purchase strategy changes, travel notices, bypassing declines and processing payments. Securely verify all callers, determine fraud trends, complete fraud and dispute reports, reissue cards. Calculate loan finance charges, provide loan rate details, process official and unofficial payoff requests, provide account balances. Perform quality checks on completed work, answers company switchboard. Assist other employees with work related procedures, assist in training.
- De-escalated customer issues with proven problem-solving abilities.
- Document information and trends pertaining to fraud, retrieve details of all fraudulent transactions, and complete fraud reports for unauthorized debit card, dda accounts, credit card and line of credit products.
- Place blocks/and or holds on customers dda accounts and/or debit cards to prevent future fraud.
- Capture and report fraud trends.
- Extensive research and analyzing of banking transactions.
Consumer Services Specialist
UMB Financial Corp.
09.2014 - 12.2017
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Responsibilities inbound calls regarding DDA accounts and credit cards, operate multiple line phone system, operation of multiple computer systems and screens, data entry, math calculations, activating and deactivating credit and debit cards, online banking assistance, product upselling, verify security information
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Create fraud reports for checking and savings accounts, credit and debit cards for all transaction types, wires, ACH, etc.
Tax Examiner
Internal Revenue Service
01.2011 - 05.2017
- Maintained up-to-date contact information for each case under review.
- Examined accounting systems and records to determine appropriateness of methods and controls.
- Maintained records for each case, including phone numbers, contacts and any actions taken.
- Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
- Processed form 1040X, data entry, account verification, basic accounting, reconciling tax forms, issue refunds and update accounts. Quality checked completed work, assisted employees with question on job procedures.
- Seasonally
Transportation Dispatcher
Renzenberger Inc.
02.2013 - 08.2014
- Maintained records such as vehicle logs, records of cargo or billing statements in accordance with regulations
- Checked paperwork prior to dispatching crew members to maintain accuracy.
- Created schedules and dispatched drivers to various sites in Missouri, Kansas, and Illinois.
- Assessed various driving routes and identified best paths to maximize productivity and cost-efficiency.
- Reported delays, accidents or other traffic and transportation situations.
- Reviewed routes, daily traffic, and weather conditions to adjust plans, meeting daily requirements and service needs.
- Operation of multiple line phone, transfers calls, when necessary, dispatch drivers to transport railroad crews, use maps, data entry, typing. Assist in training.
Backroom Customer Support Representative
AT&T Inc.
06.2005 - 01.2011
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Reviewed account and service histories to identify trends and issues.
- Documented conversations with customers to track requests, problems, and solutions.
- Trained employees on new or changing procedures and software.
- Consulted with customers to determine best methods to resolve service issues.
- Completed repair tickets for telephone service lines.
- Dispatched technicians.
- Entered orders for new phone service and orders to add on or remove telephone features.
- Communicated via telephone and email with customers and co-workers.
Payment Processor
UMB
02.2002 - 05.2005
- Processed high-volume transactions accurately and efficiently using UMB's payment processing systems.
- Monitored transaction discrepancies and resolved issues to ensure compliance with regulatory standards.
- Collaborated with cross-functional teams to streamline payment workflows and improve operational efficiency.
- Assist in training sessions for new team members on payment processing protocols and best practices.
- Operated NCR 7766, NCR 7780, and IEP imaging machines to capture document images and encode checks.
- Business Account Reconciliation.
Item Processor
Commerce Bank
03.1999 - 09.2001
- Processed incoming items efficiently, ensuring accuracy in data entry and documentation.
- Monitored inventory levels and coordinated restocking efforts to maintain optimal supply flow.
- Collaborated with team members to streamline item processing workflows, reducing turnaround times.
- Assist with training on item processing procedures and best practices for operational efficiency for new hires and existing employees.
- Manged Cash deposits.
- Account reconciliation and balancing
Assistant Manager
Popeyes Chicken & Biscuits
06.1995 - 02.1999
- Supervised daily operations to ensure efficient service and customer satisfaction.
- Trained and mentored staff on operational procedures and customer engagement techniques.
- Streamlined inventory management processes, reducing waste and improving supply chain efficiency.
- Implemented promotional strategies that increased sales and enhanced brand visibility in the local market.
- Cash handling via operation of cash registers.
- Handle store discrepancies.
- Inventory and order store products.
- Managed shifts supervising several employees.
- Balanced registers and completed bank deposits.
- Completed employee scheduling.
- Performed monthly employee performance reviews.
- Interviewed and assisted with hiring and dismissals of employees.
Education
Some College (No Degree) - Business Administration and Management
Metropolitan Community College
Kansas City, MOGED - undefined
Kansas City School District
Kansas City, MOSkills
- Banking support
- Customer service excellence
- Quality assurance
- Payment processing
- Data entry
- Operation of multiple phone lines
- High-energy attitude
- Credit card payment processing
- Microsoft Office expertise
- Call center experience
- Clerical support
- Fraud Reporting and Investigation
- Typing
- Use of multiple systems
- Store management
- Critical thinking
- Recordkeeping proficiency
- Document management
- Employee training
- Information protection
- Microsoft Excel
- Loan payment processing
- Loan document validation
Timeline
Call Center Team Lead
University Of Kansas Health System
02.2026 - Current
Call Center Representative
University Of Kansas Health System
06.2024 - 02.2026
Account Services Processor II
UMB
05.2021 - 06.2024
Customer Care Specialist
UMB
01.2018 - 04.2021
Consumer Services Specialist
UMB Financial Corp.
09.2014 - 12.2017
Transportation Dispatcher
Renzenberger Inc.
02.2013 - 08.2014
Tax Examiner
Internal Revenue Service
01.2011 - 05.2017
Backroom Customer Support Representative
AT&T Inc.
06.2005 - 01.2011
Payment Processor
UMB
02.2002 - 05.2005
Item Processor
Commerce Bank
03.1999 - 09.2001
Assistant Manager
Popeyes Chicken & Biscuits
06.1995 - 02.1999
GED - undefined
Kansas City School District
Some College (No Degree) - Business Administration and Management
Metropolitan Community College