Summary
Overview
Work History
Education
Skills
Timeline
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Dakota Hamilton

Whitesburg,KY

Summary

Dynamic professional with a proven track record at Everise USA, excelling in customer service and conflict resolution. Adept at building relationships and enhancing service offerings, effectively managed high-stress situations and improved customer satisfaction. Skilled in CRM systems and Microsoft Office Suite, I consistently delivered results that fostered loyalty and repeat business.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Diligent CSR with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

Overview

9
9
years of professional experience

Work History

Legacy Leader

Everise USA
12.2024 - 09.2025
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Resolved customer inquiries and issues via phone, email, and chat channels.
  • Maintained accurate records of customer interactions in CRM system.
  • Provided feedback on common customer concerns to enhance service offerings.
  • Conducted follow-ups to ensure customer satisfaction and issue resolution.
  • Developed knowledge base articles to assist customers with FAQs effectively.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Grievance and Appeal Coordinator

SYKES
03.2022 - 08.2024
  • Streamlined communication between stakeholders, enhancing clarity and efficiency in appeal handling.
  • Monitored appeal timelines, ensuring adherence to deadlines and minimizing backlogs.
  • Reviewed and edited appeal submissions, ensuring accuracy and completeness of information provided.
  • Acted as a departmental resource on appeals matters.
  • Provided exceptional customer service by promptly responding to inquiries from appellants and other stakeholders.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Secretary Manager

Department of Human Services
07.2019 - 02.2022
  • Managed office operations, ensuring efficient workflow and adherence to protocols.
  • Coordinated communication between departments to enhance collaboration and information sharing.
  • Developed and maintained filing systems, improving document retrieval efficiency.
  • Assisted in scheduling meetings, optimizing time management for executives.
  • Trained new staff on office procedures, fostering a cohesive work environment.
  • Supported budget management by tracking expenses and processing invoices accurately.
  • Utilized Microsoft Office Suite to create presentations, reports, and correspondence efficiently.

Media Services Assistant

University Of The Cumberlands
08.2016 - 05.2018
  • Coordinated multimedia projects, ensuring effective communication between departments and timely completion of deliverables.
  • Developed training materials for new staff, enhancing onboarding processes and knowledge retention.
  • Managed digital asset library, organizing files for easy access and improved workflow efficiency.
  • Assisted in planning and executing live events, contributing to smooth operations and attendee satisfaction.
  • Provided technical support for audio-visual equipment, resolving issues promptly to minimize disruptions during events.
  • Led initiatives to improve media production quality, resulting in enhanced viewer experience and positive feedback from stakeholders.
  • Fostered strong relationships with external partners, including vendors and freelancers, ensuring seamless execution of collaborative projects.
  • Supported company growth with the expansion of digital offerings, including social media management, video production, and graphic design services.

Education

No Degree - Law & Justice, Bio Science

University of The Cumberlands
Williamsburg, KY

High School Diploma -

Betsy Layne High School
Stanville, KY
05-2015

Skills

  • Conflict resolution
  • Active listening
  • Customer relationship management (CRM)
  • Building rapport

Timeline

Legacy Leader

Everise USA
12.2024 - 09.2025

Grievance and Appeal Coordinator

SYKES
03.2022 - 08.2024

Secretary Manager

Department of Human Services
07.2019 - 02.2022

Media Services Assistant

University Of The Cumberlands
08.2016 - 05.2018

No Degree - Law & Justice, Bio Science

University of The Cumberlands

High School Diploma -

Betsy Layne High School

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Dakota Hamilton