Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Tamika M. Dixon

Accokeek,MD

Summary

Dynamic professional with a proven track record at E-9 Corporation, enhancing customer loyalty through exceptional service and efficient problem-solving. Skilled in Microsoft Office and adept at active listening, I excel in fast-paced environments, consistently improving customer experience. Expert in managing over 30,000 registrants, demonstrating unparalleled organization and interpersonal skills.

Overview

13
13
years of professional experience

Work History

LIVE CHAT AGENT & CALL CENTER OPERATOR

E-9 Corporation
Washington, DC
08.2018 - Current
  • Assist members via phone, video, chat with accurate, and efficient service
  • Work with members to verify identity and verification process
  • Work with members to troubleshoot any security issues and provide a solution
  • Document interactions with members in a timely and accurate manner
  • Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services
  • Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
  • Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
  • Building lasting relationships with clients and other call center team members based on trust and reliability
  • Utilizing software, databases, scripts, and tools appropriately

CUSTOMER COORDINATOR (Call Center)

ASRC Federal / Drug Enforcement Administration DEA/DOJ
Arlington, VA
09.2017 - 08.2018
  • Reviewed and processed power of attorney documentation
  • Performed status check of subscriber applications
  • Conducted subscriber authentications and update client information
  • Processed registration revocations, renewals and the ticket management system
  • Installed/troubleshoot subscriber certificates
  • Tracked CSA system processing of registration renewals
  • Provided service to subscribers navigating the e-commerce website
  • Assisted prospective applicants with the online enrollments
  • Managed and respond daily to email correspondence
  • Performed analytical and administrative management functions
  • Operated through automatic live chat to assist clients

CUSTOMER SUPPORT SPECIALIST (Call Center)

ASRC Federal / Drug Enforcement Administration DEA/DOJ
Arlington, VA
11.2016 - 09.2017
  • Provided program support for the Office of Diversion’s Registration and Program Support Section
  • Serve as the primary point-of-contact for numerous field office staff members on all matter governing the DEA Registration Program
  • Received and processed new and renewal applications for nurse practitioner, doctors and physician assistant on a yearly basis as required
  • Independently created office memorandum and correspondence
  • Created/maintained office filing retrieval system
  • Developed and maintained spreadsheets in Excel and created reports in Word
  • Applied my knowledge and understanding of the Controlled Substance Act (CSA)and Code of Federal Regulations (CFR) as it relates to DEA registrations to manage over 30,000 chain registrants under Automatic Dispensing System and Combat Methamphetamine Epidemic Act of 2005 (CMEA) to ensure satisfactory client service
  • Performed review and analysis of background investigations and other relevant information to determine an individual's eligibility for a DEA number
  • Entered all necessary application data into Controlled Substance Act (CSA) database to modify current records of new and renewal CSA out of 1.5 million registrants I submit 5,200 on a yearly basis
  • Examined applications for completeness and accuracy

CUSTOMER SUPPORT SPECIALIST/DISPATCHER (Call Center)

Cropp Metcalfe Services
Fairfax, VA
10.2013 - 11.2016
  • Answered over 100 incoming service calls daily
  • Scheduled and monitored technicians service visits
  • Resolved customer issues in a prompt and courteous manner
  • Maintained customer satisfaction survey responses
  • Received and sorted mail daily
  • Dispatched and routed Technicians to appropriate locations
  • Operated through live chat to assist customers virtually

SALES CONSULTANT / CUSTOMER CARE SUPERVISOR

Michael and Son Services
Alexandria, VA
12.2011 - 10.2013
  • Contacted 100+ potential customers daily to generate inside sales via email and phone
  • Scheduled vendors for home setup shows throughout the area
  • Hosted vendors at home shows to generate sales
  • Met with potential clientele to discuss the services offered
  • Followed up with customers to generate further sales
  • Assisted clientele with scheduling service appointments
  • Participated in weekly meetings
  • Supervised and schedule a staff of 65 Customer Service Representatives
  • Serviced corporate accounts Execute and surpass all projected sales goals
  • Provided training and mentoring to all new hires and present employees
  • Served as communications liaison between the clients and staff
  • Quality Control (i.e
  • Monitored live calls, reviewed service tickets)
  • Created productivity tracking reports
  • Maintained office inventories
  • Made arrangements for conferences and meetings
  • Worked alongside with Dispatch team in routing technicians to designated areas
  • Conducted research and gathered information to analyze and evaluate

Education

Strayer University - Business Administration -Administration Acquisition and Contracting Management

Strayer University
Suitland, MD
02.2025

Diploma -

Gwynn Park High School
Brandywine, MD
05.2008

Skills

  • Office Administration
  • Multi-tasking
  • Excellent Customer Service
  • Organization and Presentation
  • Microsoft Office Proficient
  • Filing and Records Management
  • Typing 65-wpm
  • PC Orientation
  • Adobe Acrobat
  • MOST
  • Service Helper
  • Oral and Written Communication
  • Problem Solving
  • Team player
  • Attention to Detail
  • Active Listening Skills
  • Improving Customer Experience
  • Building Customer Loyalty
  • Positive Attitude
  • Time Management
  • Interpersonal Skills

References

References available upon request.

Timeline

LIVE CHAT AGENT & CALL CENTER OPERATOR

E-9 Corporation
08.2018 - Current

CUSTOMER COORDINATOR (Call Center)

ASRC Federal / Drug Enforcement Administration DEA/DOJ
09.2017 - 08.2018

CUSTOMER SUPPORT SPECIALIST (Call Center)

ASRC Federal / Drug Enforcement Administration DEA/DOJ
11.2016 - 09.2017

CUSTOMER SUPPORT SPECIALIST/DISPATCHER (Call Center)

Cropp Metcalfe Services
10.2013 - 11.2016

SALES CONSULTANT / CUSTOMER CARE SUPERVISOR

Michael and Son Services
12.2011 - 10.2013

Strayer University - Business Administration -Administration Acquisition and Contracting Management

Strayer University

Diploma -

Gwynn Park High School

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Tamika M. Dixon