LaVordon Dye
Customer Service
Killeen,TX
Summary
Experienced customer service specialist with a strong track record spanning 25 years, including extensive call center experience. Demonstrated skills in problem-solving and conflict resolution, enhancing customer experiences and retention. Committed to teamwork and adaptability in fast-paced settings. Known for a results-oriented mindset and dedication to service excellence.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Five Lakes Law Group
09.2024 - 03.2025
- Gathered information, researched inquiries, and logged customer calls efficiently.
- Communicated resolution options promptly to enhance customer satisfaction.
- Managed customer accounts to ensure accurate records and timely follow-ups.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Prepared drafts of forms, letters and agreements for legal staff use.
Agent Support Unit
Humana
05.2022 - 09.2024
- Managed communications with insurance agents to facilitate member enrollment prior to Open Enrollment.
Assisted agents in identifying in-network doctors, facilities, and dentists promptly.
Informed members about commission payments, including payout timing and distribution.
Verified agent certifications for product sales using ASU system to ensure compliance.
Customer Service Representative
TTEC@HOME
09.2020 - 04.2022
- Handled inbound calls for specific client while working remotely.
- Provided warm, professional assistance to customers with inquiries.
- Managed customer accounts, ensuring accurate information and updates.
- Facilitated problem-solving by transferring calls to appropriate departments.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
ChaseSource/Conduent
07.2017 - 07.2020
- Utilized computerized system to address customer inquiries in call center environment.
- Resolved queries and complaints related to billing, healthcare, human resources, and order processing.
- Executed standard scripts to handle telephone inquiries and complaints efficiently.
- Collected information, researched inquiries, and documented customer interactions.
- Communicated resolution options promptly to enhance customer experience.
- Educated customers on available services while assessing individual needs.
- Compiled standard reports to monitor workload, response times, and quality metrics.
Technical Support
Harte Hanks
10.2016 - 02.2017
- Resolved issues for FedEx domestic and dotcom customers through inbound call support.
- Guided customers in proper website usage to enhance navigation experience.
- Improved customer satisfaction by implementing efficient technical support processes and procedures.
- Provided technical support to clients, addressing their concerns and ensuring optimal system performance.
- Completed basic technical support functions and product training for customers.
Reimbursement Specialist
Baylor Scott & White Health
11.2013 - 08.2016
- Electronically processed incoming documents, deposits, and payment applications for assigned department.
Conducted account research and resolved discrepancies to enhance operational efficiency.
Managed customer service interactions and collections to improve receivables performance.
Utilized all applicable PFS systems to streamline workflow and data management.
Addressed inquiries from internal and external customers to ensure satisfaction.
Maintained an organized filing system for efficient data retrieval and issue resolution.
Education
High school diploma -
Lakes High School
Tacoma, WA05.1990
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Relationship building
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Documentation
- Administrative support
- Customer relationship management (CRM)
- Live chat support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Five Lakes Law Group
09.2024 - 03.2025
Agent Support Unit
Humana
05.2022 - 09.2024
Customer Service Representative
TTEC@HOME
09.2020 - 04.2022
Customer Service Representative
ChaseSource/Conduent
07.2017 - 07.2020
Technical Support
Harte Hanks
10.2016 - 02.2017
Reimbursement Specialist
Baylor Scott & White Health
11.2013 - 08.2016
High school diploma -
Lakes High School
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