Matisse Dixon
Washington,DC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
ALORICA
02.2020 - 12.2024
- Respond promptly to customer inquiries and concerns via phone, emails or chat
- Resolve customer issues and complaints effectively and efficiently
- Manage high volumes of inbound and outbound calls
- Maintain accurate records of customer interactions and transactions
- Provide up-to-date product and service information to customers
- Escalate customer issues to the appropriate department or manager
CALL CENTER AGENT
TTEC
06.2018 - 02.2020
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Call clients and customers to inform them about the company's new products, services and policies
- Guide callers through troubleshooting, navigating the company site or using the products or services
CUSTOMER SERVICE SPECIALIST
UNITED HEALTH GROUP
05.2015 - 06.2018
- Utilize CRM software (e.g., Salesforce, Zendesk) to track customer interactions, ensuring accurate record-keeping and timely follow-up on unresolved cases
- Provide personalized service, identifying customer needs and offering tailored solutions to enhance client relationships and drive repeat business
- Collaborate with internal departments (sales, billing, technical support) to resolve customer concerns and improve overall service delivery
- Trained and mentored new team members on company processes, customer service techniques, and conflict resolution
Education
High School Diploma -
Friendship Collegiate Academy
Washington, DC05-2008
Skills
- Conflict Management & Resolution
- Public Relations
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Critical Thinking
- Data Entry & Documentation
- Multitasking & Time Management
- Product/Service Knowledge
- Active Listening & Empathy
- Team Collaboration
- Complaint Handling & Escalation
Timeline
CUSTOMER SERVICE REPRESENTATIVE
ALORICA
02.2020 - 12.2024
CALL CENTER AGENT
TTEC
06.2018 - 02.2020
CUSTOMER SERVICE SPECIALIST
UNITED HEALTH GROUP
05.2015 - 06.2018
High School Diploma -
Friendship Collegiate Academy
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