Microsoft Word, Microsoft Office, Excel, Siebel,
LISA DUNSTON
Durham,NC
Summary
A Customer Service Professional with 15+ years of delivering the excellent customer service experience with skills in written & oral communication, interpersonal skills as well as administrative and office skills, product knowledge & multi-tasking, Comprehensive reading and interpretive skills Organized and dependable candidate successful at managing multiple priorities with positive attitude.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Service Worker
Self-employed
Durham, NC
12.2020 - Current
- Used hand truck to unload and transport items.
- Located and picked merchandise to fulfill daily customer requests
- Resolved issues quickly to maintain productivity goals.
- Inspected and adjusted work performance to meet expectations.
- Examined selected company web-based items and documented for accuracy and quality.
- Delivered company web-based grocery/retail item request to customers
- Completed 1,506 orders starting month of April 2020.
- Maintained clean, trash-free workspace to maximize productivity and safety
- Unloaded company web-based grocery/retail requested items to staging /sorted area to transport for final delivery locations.
Junior Service Desk Rep/Temporary Jr. Insurance Ov
Cognosante
Falls Church, VA
05.2021 - 04.2022
- Identified and resolved consumer disputes related to their elected healthcare coverage as outlined on their Form 1095-A, for yearly tax filing.
- Made outbound calls to consumers to gather information or deliver outcome of research.
- Completed casework in timely manner to meet agreed upon service level agreements.
- Identified and troubleshoot IT application.
- Accurately handled data entry for 20 clients per day into company-based software.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Documented all inquiry activities in training on applications and system update.
- Manually identified proofing/Experian issues.
- Experienced with ServiceNow (SNOW) and Federally Facilitated Marketplace (FFM).
QA/Training Assistant
Quickpass
Morrisville, NC
12.2016 - 04.2021
- Prepared materials for skills development classes.
- Developed assessment surveys, feedback and monitoring systems to drive analysis for training program reporting.
- Filed, organized and archived training materials to support future training sessions.
- Scheduled venue, prepared course materials and formatted and branded materials to facilitate smooth training session.
- Trained and mentored 10 new personnel hired to fulfill various roles.
- Took active role in stakeholder meetings and brainstorming sessions, promoting positive changes to project strategies and future implementation.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
Telephone Researcher/Clinical Scheduler
Headway Workforce
Raleigh, NC
12.2012 - 09.2016
- Identified features within software useful for improving overall survey operation and collaborated with supervisor to explore and implement changes.
- Reviewed, classified and recorded survey data in preparation for computer analysis.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Consulted with clients to identify survey needs and specific requirements such as special samples.
- Used strong and eloquent speaking skills in delivering questions to survey participants by phone and prompting responses to complete NIH Gulf Study questionnaires.
- Generated 15 NIH survey Participant appointments for clinical exam & maintained contact with clinic personnel via telephone & e-mail.
- Corresponded via email & telephone appointment dates and clinic directions for 15 NIH survey participants.
Education
High School Diploma -
Durham High School
Durham, CA 01.1980 - 06.1983
Skills
Problem-solving skills
Helpdesk services
Training and mentoring
Self-help skills development
Onsite and remote services
Registration processing
Proofreading
Identifying errors
Material loading and unloading
Quality assurance
Documentation proficiency
Teamwork and Collaboration
Active Listening
Organization and Time Management
Software
Certification
[Six Sigma Yellow Belt of certification]
Timeline
[Quality Assurance Certificate Udemy, E-Learning]
02-2022
Junior Service Desk Rep/Temporary Jr. Insurance Ov
Cognosante
05.2021 - 04.2022
Service Worker
Self-employed
12.2020 - Current
[Six Sigma Yellow Belt of certification]
01-2019
QA/Training Assistant
Quickpass
12.2016 - 04.2021
Telephone Researcher/Clinical Scheduler
Headway Workforce
12.2012 - 09.2016
High School Diploma -
Durham High School
01.1980 - 06.1983