Summary
Overview
Work History
Education
Skills
Timeline
Generic

Korie Dilts

Manhattan,Kansas

Summary

Professional with call center customer service experience, enhanced with audits, compliance and evaluation abilities. Proven skills in conflict resolution, navigation of multiple systems and research abilities. Adept at assessing customer needs and finding solutions in line with procedural or company policies. Possess outstanding research skills and ability to absorb product knowledge, communicating options to customers. Skilled individual with passion for helping others reach their goals.

Overview

21
21
years of professional experience

Work History

Customer Service Representative 1

Covetrus
11.2022 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
  • Participated in the launch and testing of RxPro, to identify issues.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Quality Assurance Representative

Plus Advisors
08.2021 - 09.2022
  • Performed call evaluation/audits of Medicare Advantage sales to provide data on agent’s compliance per CMS guidelines with 98% accuracy
  • Provided on-going assessment of performance to assist in raising level of quality sales
  • Provided options and guidance to call center employees to improve services for customers
  • Reviewed and audited Final Expense telesales to ensure carrier guidelines were being met and in compliance with program requirements
  • Researched chargeback reports to identify, categorize and provide recommendations to address issues with sales and service
  • Managed the department’s record to detail goals and progress towards goals
  • Compiled and maintained records of food use and expenditures, including analysis of ordering trends and waste
  • Utilized Microsoft suite for tracking supply and usage information as well as internal and external communication
  • Assisted in creating and implementing standard operating procedures

Assistant Manager

Fastop/ Haag Oil
01.2017 - 08.2019
  • Listening to needs, requirements and complaints to offer best options tailored to their needs
  • Directed and supervised employees engaged in sales, inventory-taking, reconciling cash receipts, and in performing services for customers
  • Monitored sales activities to ensure quality of goods and services
  • Enforced safety, health and security rules in accordance with local, state, federal and company guidelines
  • Inspected merchandise displays to ensure correct pricing, display and function as advertised
  • Planned and prepared work schedules, including processing timecards
  • Maintained records of purchases, sales and requisitions.
  • Conducted orientation sessions and organized on-the-job training for new hires.

Dominos
  • Supervised staff, observing and evaluating work procedures and performance to ensure quality services and goods
  • Provided training and retraining as needed
  • Assigned duties, responsibilities and workstations in accordance with work requirements
  • Forecasted staff, equipment and supply requirements based on a master menu and sales trends
  • Compiled and balanced cash receipts at the end of the shift, preparing deposits and payroll information
  • Maintained records for production, operation and personnel on company forms
  • Recommended measures for improving work procedures to increase service quality and job safety
  • Listened to and addressed customer complaints.

Birch Communication
  • In a call center environment, resolve customers' service or billing complaints by performing activities such refunding money, adjusting bills, and investigating claims
  • Entered commands and observed system for correcting functioning and to detect errors
  • Ensured appropriate changes were made to resolve complaints
  • Determined charges for services requested, collected deposits, payments and arranged for billing
  • Aided customers with special billing requests
  • Installed and performed minor repairs to hardware, software or peripheral equipment, following design or installation specifications
  • Maintained records of daily data communication, transactions, problems, remedial actions take or installation activities
  • Referred unresolved customer grievances to designated departments for further investigation
  • Referred major hardware/software problems or defective products to vendors or technicians for service.

Starbucks
01.2008 - 01.2015
  • Provided customers with product details, and prepared orders
  • Received and processed customer payments
  • Rotated and restocked supplies for all products
  • Used proper cash handling procedures.

United States Navy
01.2003 - 01.2006
  • Monitored daily activities in a security role in (what kind of location?)
  • Answered alarms and investigated disturbances
  • Documented incidents and irregularities within the patrol area to equipment, property or personnel
  • Conducted regular inspections for safety and security
  • Monitored all inbound/outbound personnel to prevent theft or other security violations
  • Generated daily reports documenting any unusual occurrences.

Education

bachelor’s degree - Elementary Education, History

Emporia State University

Skills

  • Call Center Customer Service Conflict Resolution System Navigation Research Abilities
  • Sales Force/CRM systems Microsoft Suite Compliance/Audits Product Knowledge
  • Time Management skills -stays focused on assigned task and handles them in timely manner
  • Teamwork and Collaboration- assists in answering questions with other agents

Timeline

Customer Service Representative 1

Covetrus
11.2022 - Current

Quality Assurance Representative

Plus Advisors
08.2021 - 09.2022

Assistant Manager

Fastop/ Haag Oil
01.2017 - 08.2019

Starbucks
01.2008 - 01.2015

United States Navy
01.2003 - 01.2006

Dominos

Birch Communication

bachelor’s degree - Elementary Education, History

Emporia State University

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Korie Dilts