Summary
Overview
Work History
Education
Skills
ADDITIONAL BACKGROUND
Other Skills
Military & Other Achievements
Timeline
Accomplishments
Work Availability
Generic

Niambi "Joy" Dennis

Tampa,FL

Summary

Experienced and conscientious Customer Care Professional, who specializes in remote interactions and provides outstanding service solutions. Highly skilled in conflict resolution, communication, and problem-solving for maximum customer satisfaction and loyalty. Effective collaborator, consistently focused on achieving efficient and empathetic service. Recognized for reliability and proactive approach in meeting both customer and organizational goals.


Strong background in coordinating complex projects across various industries, within tight deadlines. Known for successfully leading cross-functional teams to deliver projects on time and within scope. Demonstrated ability to manage project lifecycles and implement process improvements. Highly adaptable, and committed to team success and client satisfaction.

Overview

30
30

Years of Professional Service & Experience

Work History

Senior Customer Care Specialist

ARISE
01.2017 - 02.2023
  • Successfully managed teams that provided premium service for the customers of major industry brands like Carnival Cruise Lines, Turbo Tax, Staples, Honda, Liberty Insurance, just to name a few.
  • Responsible for remotely managing up to 3 teams (60+) customer care providers. Cross-trained and provided backup support to new/newly promoted team members.
  • Tasked with distributing assignments, ensuring compliance, aiding in achieving goals/meeting standards, general trouble shooting and authorizing escalations.
  • Results oriented Operations Manager with experience on-boarding, developing and motivating high performance teams that consistently produce accelerated growth.
  • Provide superior business to business service as an Independent Contractor offering individual customer care for Fortune 500 companies and business brands, across many industries to provide superior service and client account management.
  • My teams were consistently top performing and consistently exceeded client benchmarks & goals.
  • Uplift service level performance, while navigating fluctuating business demands.

Personnel Manager and Project Coordinator

Nationwide Labor Distributors
01.2019 - 01.2023
  • Directed cross-functional teams to ensure seamless project delivery within established timelines.
  • Coordinated diverse staffing assignments, ensuring seamless onboarding and integration processes for new hires working on new projects.
  • Developed targeted recruiting plans for hard-to-fill positions, resulting in successful placements within tight budgets and deadlines.
  • Provided exceptional customer service to both clients and candidates throughout the entire placement process by maintaining open communication channels at all stages of engagement.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments. Kept projects on schedule and on budget, by managing deadlines and adjusting workflows.

Office Operations Supervisor

The US Census Bureau
01.2019 - 01.2022
  • Tasked with supervising over 125 clerks and overseeing daily office operations
  • Management of office functions required to support 2020 CENSUS Field Operations in 4 counties
  • Responsible for verifying adherence to prescribed work schedules, assignment preparation and tracking, conducting regular quality checks and extensive data entry
  • Educate and train clerks upon hiring, as well as when processes, conditions or expectations change
  • Also, responsible for coaching/encouraging clerks to meet site productivity goals, as well as adhering to policies and standards set forth by upper management

Project Manager

MRC SOLUTIONS
01.2018 - 12.2021
  • Directed day-to-day operational aspects of projects, including managing scope of work and progress of construction activities.
  • Managed construction projects from inception to completion, ensuring timely delivery and budget adherence.
  • Put together quotes, estimates, scope specifications, progress verifications, invoices, and other critical project documentation.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Sourced, vetted and managed vendors needed to accomplish project goals. Met project deadlines without sacrificing build quality or workplace safety.

Independent Insurance Adjuster

INTEGRITY ADJUSTERS
01.2016 - 01.2020
  • Deployed to over 60+ areas heavily affected by weather catastrophes. Managed sensitive situations with empathy while maintaining professional boundaries during interactions with distraught policyholders.
  • Conducted site visits to assess the extent of damage and accurately estimate repair costs for proper settlement calculations based upon industry standard guidelines applicable within respective jurisdictional areas.
  • Successfully processed high volumes of insurance claims, including loss analysis, policy enforcement and fair settlement recovery, in a timely manner.
  • Documented damage, determined scope of work, surveyed losses, assess damages, determined causation, created detailed estimates and successfully concluded claimant files.
  • Managed a large caseload, prioritizing tasks to ensure timely completion and accurate settlement of claims.
  • Utilized advanced software tools for documentation, tracking, and reporting of claims data.

Education

Bachelor of Science - Marketing Management with concentration in Business Administration

The University of Alabama
Tuscaloosa, Alabama
01.1994

Skills

  • Client Service/Customer Care
  • Personnel Management
  • Business-to-Business Acct Mgt
  • Project Management
  • Team Building/Team Lead
  • Marketing
  • Corporate Conflict Resolution
  • Corporate Training
  • Recruiting/Staffing
  • Personnel Training
  • Direct Sales
  • Public Relations

ADDITIONAL BACKGROUND

Highly coachable US Army Veteran and former professional athlete with strong attention to detail, strict self-discipline and vast experience performing under extreme pressure.


Detail oriented professional with significant experience delivering outstanding service and training to customers, employees, and large business clients, under strict guidelines and tight time constraints.


Exceptional trainer, coach, team lead and team captain. I possess expert PC skills and superior communication abilities, with a gift of building rapport and empathizing with those in need.


I'm a multi-talented highly capable independent worker, with a commitment to excellence and getting the job done well!

Other Skills

Keynote speaker and trainer at numerous personal development workshops and seminars in subjects including, but not limited to leadership, project management, customer care, recruiting, sales strategies, time management, performance enhancement and more. Highly sought out Speaker on the National Speaking Circuit.

Military & Other Achievements

  • Highly Decorated US Army Veteran
  • Former Professional Athlete
  • Highly Decorated Member of The US Armed Forces World Class Athlete Program

Timeline

Personnel Manager and Project Coordinator

Nationwide Labor Distributors
01.2019 - 01.2023

Office Operations Supervisor

The US Census Bureau
01.2019 - 01.2022

Project Manager

MRC SOLUTIONS
01.2018 - 12.2021

Senior Customer Care Specialist

ARISE
01.2017 - 02.2023

Independent Insurance Adjuster

INTEGRITY ADJUSTERS
01.2016 - 01.2020

Bachelor of Science - Marketing Management with concentration in Business Administration

The University of Alabama

Accomplishments

  • Supervised team of 40 staff members.
  • Used Microsoft Excel to develop staff benchmark and productivity tracking spreadsheets.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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