Toni Dickerson
CA
Summary
Contact center professional known for active listening, clear communication, and steady support in fast-paced service environments. Manages inbound calls, researches customer concerns, escalates complex cases when needed, and works closely with team members and other departments to resolve issues.
Overview
6
6
years of professional experience
Work History
Customer Experience Associate II
Conduent
San Francisco, CA
12.2017 - 01.2024
- Handled inbound calls promptly and professionally, ensuring customer needs were addressed effectively. Utilized active listening skills to resolve questions concerning customers' accounts. Processed transactions, researched, and resolved customer requests accurately and efficiently, enhancing overall customer satisfaction. Maintained confidentiality standards while supporting team members and collaborating with other departments.
- Addressed customer inquiries through various communication channels, including phone, chat, and email, to provide effective support. for Conduent service operations across phone, chat, and email channels.
- Resolved account issues using CRM records, knowledge base, and documented procedures.
- Escalated complex cases to specialized teams following Conduent support guidelines.
Education
Bachelor of Science - Health Administration
University of Phoenix
10-2019
Certificate - Long Term Care
University of Phoenix
08-2019
Skills
- Customer service
- Call management
- Case management
- Account resolution
- Transaction management
- Quality assurance
- Active listening
- Problem solving
- Clear communication
- Time management/Adaptability
- Multitasking
- Team collaboration
- Teamwork
- Decision Making/Professionalism
- Product Knowledge
- Attention to detail
- MS Word/Excel/Power Point
- Conflict resolution
- Product knowledge
Timeline
Customer Experience Associate II
Conduent
12.2017 - 01.2024
Bachelor of Science - Health Administration
University of Phoenix
Certificate - Long Term Care
University of Phoenix