SYLVIA DUMAS
Garland
Summary
Dynamic and customer-focused professional with extensive experience in claims, insurance, and sales support. Skilled in resolving complex client concerns, managing high-volume inquiries, and ensuring compliance with company standards. Proven success in building trust, improving client retention, and supporting sales initiatives through detailed service and product knowledge. Adept at multitasking and maintaining accuracy in fast-paced environments. Recognized for strong communication, organization, and leadership skills to drive team and business success. Committed to enhancing customer satisfaction and contributing to company growth through consistent excellence and professionalism.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
IKS Knowledge Solutions
09.2023 - Current
- Handled customer complaints and inquiries courteously while maintaining exceptional service standards.
- Demonstrated strong verbal and written communication in all client-facing interactions.
- Developed loyal customer relationships through timely follow-ups and effective resolutions.
- Maintained updated product knowledge to provide accurate information and recommendations.
- Responded to customer calls following company protocols and compliance requirements.
- Displayed empathy and professionalism to foster lasting client trust and satisfaction.
- Recorded all interactions accurately in CRM to ensure consistent client communication history.
- Managed high-volume collections processes to optimize cash flow and reduce outstanding receivables.
- Developed and implemented strategic payment plans to enhance customer relationships and increase recovery rates.
- Negotiated settlements with debtors, achieving mutually beneficial resolutions while maintaining professional relationships.
Customer Service Manager
Russcell Cellular Verizon
11.2020 - 03.2024
- Managed inbound calls and inquiries while maintaining high-quality service performance metrics.
- Coached and mentored staff to strengthen performance and deliver superior customer service.
- Recruited, trained, and supervised employees to align with company service objectives.
- Reviewed and analyzed customer feedback to identify recurring issues and improvements.
- Followed up with customers to ensure satisfaction and service completion accuracy.
- Resolved escalated customer concerns with professionalism, ensuring customer retention.
- Documented performance data to track progress and enhance service department accountability.
Customer Service Representative
United Health Care
03.2018 - 12.2023
- Processed account adjustments while maintaining financial accuracy and compliance with standards.
- Obtained and evaluated information to verify and resolve customer claims efficiently.
- Recommended process enhancements to reduce errors and improve customer satisfaction.
- Escalated unresolved issues promptly to ensure timely follow-up and resolution.
- Maintained accurate customer records and documentation for quality assurance purposes.
- Built strong client relationships through proactive outreach and problem resolution.
- Delivered consistent support in a fast-paced environment with strong attention to detail.
Education
Certification in License Cosmetologist - undefined
Blue Cliff College
Shreveport, Louisiana04.2009
High School Diploma - undefined
Mansfield High School
Mansfield, Louisiana05.2000
Skills
- Customer Relations
- Claims Processing
- Sales Support
- Conflict Resolution
- Account Management
- Client Retention
- Communication Skills
- Problem Solving
- CRM Systems
- Data Entry
- Product Knowledge
- Time Management
- Team Collaboration
- Technical Proficiency
- Administrative Support
- Debt negotiation
- Payment plan development
Languages
English
Full Professional
Timeline
Customer Service Representative
IKS Knowledge Solutions
09.2023 - Current
Customer Service Manager
Russcell Cellular Verizon
11.2020 - 03.2024
Customer Service Representative
United Health Care
03.2018 - 12.2023
Certification in License Cosmetologist - undefined
Blue Cliff College
High School Diploma - undefined
Mansfield High School