DaShawna Howard
Lexington,KY
Summary
I am a dedicated, organized, and attentive customer service focused individual with almost 20 years of call center experience. I possess excellent communication skills, and an eagerness to assist people in need. I have an excellent reputation for learning new systems and processes quickly. I have a track record for securing favorable resolutions while following policies and procedures.
Overview
20
20
years of professional experience
Work History
Agent Assist (Government Healthcare Solutions)
Conduent
01.2021 - Current
- Assisting up to 5 customer service representatives at once with answering questions and researching cases via chat
- Informing agents of policies and procedures
- Providing coaching and mentoring to new hires, contributing to their successful integration into the team
- Directing agents on how to use their systems and resources efficiently to resolve the caller's issue
- Helping individuals maintain accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency
- De-escalating and resolving customer complaints with punctual, polite, and professional service
Customer Service Representative (Government Healthcare Solutions)
Conduent
01.2019 - 01.2021
- Handled approximately 30-40 calls assisting individuals with applying for benefits
- Answered customer inquiries, and assisted with account changes
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and an overall positive experience.
- Effectively escalated unresolved issues to gain resolutions
Text Message Retrieval Specialist (Sprint)
Xerox/Conduent/Continuum
01.2012 - 01.2019
- Processed up to 10 reports per hour containing sensitive Customer Proprietary Network Information (CPNI) and securely delivered them to the customer via email.
- Handled incoming/outgoing calls, and responded to emails assisting customers with processes, and other unresolved issues.
- File Maintenance and Data Archiving
Returned Equipment Escalation Specialist (Sprint)
Xerox
01.2009 - 01.2012
- Answered inbound calls
- Coordinated with other departments to gather necessary information to verify equipment was returned within policy
- Successfully applied credits for the returned equipment to resolve escalations with the 12 minutes handle time
Customer Service Representative (Nextel) Back Office Agent (Sprint)
Affiliated Computer Services
01.2005 - 01.2009
- Successfully maintained a quota of 4 calls per hour while placing outbound calls to customers to resolve escalated account issues
- Processed internal employee account orders
- Assisted customers with billing issues
- Provided account information to customers
- Assisted with account changes
Education
High School Diploma -
Lafayette High School
Lexington, KY01.2004
Skills
- Proficient in Windows
- MS Office Systems (Excel, Outlook)
- Organizational skills
- Multi-Line Proficiency (hard, and softphone)
- Correspondence handling (email, mail, and fax)
- Filing and Data Archiving
- Multi-tasks well
- Problem-solving
- Positive attitude
Timeline
Agent Assist (Government Healthcare Solutions)
Conduent
01.2021 - Current
Customer Service Representative (Government Healthcare Solutions)
Conduent
01.2019 - 01.2021
Text Message Retrieval Specialist (Sprint)
Xerox/Conduent/Continuum
01.2012 - 01.2019
Returned Equipment Escalation Specialist (Sprint)
Xerox
01.2009 - 01.2012
Customer Service Representative (Nextel) Back Office Agent (Sprint)
Affiliated Computer Services
01.2005 - 01.2009
High School Diploma -
Lafayette High School
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