Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
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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

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Software

Microsoft Word, Microsoft Office, Excel, Siebel,

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

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LISA DUNSTON