Talisa Dyson
Aubrey
Summary
Customer Service Representative with extensive experience managing high call volumes and effectively resolving customer issues. Proven ability to enhance customer satisfaction through strong problem-solving skills and a positive demeanor. Committed to contributing to a dynamic team environment and exceeding service expectations.
Overview
11
11
years of professional experience
Work History
Security Officer
Sunstate Security
Bolingbrook
08.2023 - 12.2024
- Served as the first point of contact for visitors and staff, providing excellent customer service, while ensuring a secure and welcoming environment.
- Monitored building access, checked IDs, issued visitor badges, and directed guests to appropriate locations.
- Patrolled assigned areas to deter unauthorized access, theft, vandalism, and safety hazards, responding promptly to incidents or suspicious activity.
- Handled inquiries, resolved minor complaints, and provided information with professionalism and courtesy.
- Maintained clear and detailed incident and daily activity reports to support safety protocols and incident follow-ups.
Customer Service Representative
Randstad
Bolingbrook
01.2020 - 02.2023
- Scheduled COVID-19 testing appointments for patients via phone.
- Provided accurate information regarding testing site procedures, eligibility, and documentation requirements.
- Verified patient information, including contact details, insurance (if applicable), and symptoms.
- Maintained up-to-date knowledge of evolving testing guidelines and protocols.
- Managed a high volume of calls, and coordinated appointment availability across multiple locations.
- Ensured HIPAA compliance and protected patient confidentiality at all times.
Customer Service Representative
General Dynamics
Coralville
09.2013 - 07.2019
- Assisted consumers with health insurance enrollment, plan comparisons, eligibility verification, and application updates through the Health Insurance Marketplace.
- Provided accurate and confidential information regarding Medicaid, CHIP, and Qualified Health Plans.
- Educated callers about open enrollment periods, special enrollment qualifications, and required documentation.
- Navigated multiple systems to update accounts, verify identities, and escalate complex issues to appropriate departments.
- Handled high-volume inbound calls while maintaining professionalism, empathy, and strict compliance with HIPAA regulations.
- Resolved customer concerns efficiently, including billing inquiries, policy changes, and status updates.
Education
High School Diploma -
Nicholas Senn High School
Chicago, IL06-2009
Skills
- Clear and professional verbal communication
- Active listening and empathy
- Explaining complex Medicare terms in simple language
- Handling sensitive or emotional customer situations with care
- Understanding of Medicare Parts A, B, C, and D
- Familiarity with Medicare Advantage and supplemental plans
- Knowledge of eligibility requirements and enrollment periods
- Ability to explain coverage, benefits, and claims processes
- High-volume call center experience
- Excellent interpersonal and communication skills
- Conflict resolution and de-escalation
- Surveillance and access control systems
- Report writing and incident documentation
- Customer service and public relations
- Emergency response and safety awareness
- Professional appearance and demeanor
Timeline
Security Officer
Sunstate Security
08.2023 - 12.2024
Customer Service Representative
Randstad
01.2020 - 02.2023
Customer Service Representative
General Dynamics
09.2013 - 07.2019
High School Diploma -
Nicholas Senn High School
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