Dyesha McLaughlin
Waynesboro
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Conduent
07.2024 - Current
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
Teleperformance USA
08.2023 - 02.2024
- Provided excellent customer service to resolve customer complaints in a timely manner
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Resolved customer complaints promptly and efficiently
- Maintained a high level of professionalism when dealing with difficult customers
- Provided exceptional customer service to ensure customer satisfaction
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support
- Identified opportunities for upselling additional products or services based on customer needs
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Answered inbound calls, chats and emails to facilitate customer service
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Updated system with order specifics and customer details, preferences, and billing information
Activation Specialist
Iqor
08.2022 - 08.2023
- Enhanced customer experience by providing thorough product demonstrations and guiding clients through activation processes.
- Increased client satisfaction by promptly addressing concerns and resolving technical issues during the activation process.
- Proactively identified potential roadblocks during activations, developing contingency plans and alternative solutions to minimize disruptions and delays.
- Identified opportunities for upselling additional products or services during the activation phase, contributing to increased revenue growth.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Provided exceptional customer service, resulting in high levels of client retention and loyalty.
Shift Leader
KFC Taco Bell
12.2020 - 07.2022
- Monitored employee performance to ensure compliance with company policies and procedures
- Communicated effectively with other departments within the organization regarding staffing needs or operational issues
- Analyzed sales data on a weekly basis in order to identify trends or opportunities for improvement
- Scheduled team members for shifts based on business needs and customer demand
- Assisted in training new employees on shift operations
- Managed inventory levels by monitoring stock levels, ordering supplies when necessary, and ensuring product quality was up to standard prior to use or sale
- Provided exceptional customer service and maintained a positive attitude throughout the shift
- Handled customer inquiries in a timely manner while providing accurate information regarding menu items and promotions
- Resolved customer complaints promptly and professionally
- Enforced safety guidelines among staff members in order to prevent accidents or injuries from occurring on the premises
- Maintained an organized work environment by delegating tasks to staff as needed
Data Entry Clerk
SaviLinx
07.2019 - 12.2020
- Utilized specialized software applications related to the job role
- Reviewed existing information for accuracy and made necessary corrections
- Performed data entry from paper documents, emails, and other sources into computer systems
- Maintained confidentiality of sensitive information entered into the system
- Checked source documents against entered data to ensure accuracy
- Updated existing records with new or revised information as needed
- Operated various office equipment such as scanners, printers when required
- Identified and corrected data entry errors to prevent duplication across systems
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data
- Proofread and edited documents to correct errors
- Reviewed and updated account information in company computer system
- Answered incoming phone calls and directed callers to appropriate departments and personnel
Education
High School Diploma -
Wayne County High School
Waynesboro, MS05.2012
Skills
- Complaint resolution
- Data Entry
- Inbound and Outbound Calling
- Information Security
- Scheduling
- Appointment Scheduling
- Data Collection
- Account updating
- Product Knowledge
- 10-Key
- Typing proficiency
- Complaint Handling
- Microsoft Office expertise
- Typing 40 WPM
- Research
- Call Center Operations
- Order Processing
- Proofreading
- Credit card payment processing
- Problem Resolution
- Building rapport
- Payment Processing
- Computer Proficiency
- Service Upselling
- Medical terminology knowledge
- File Management
- Professional and mature
- Verifying data accuracy
- Error identification
- Word Processing
- Document processing
- Collecting information
- Technical Support
- Strong Problem Solver
- Excellent communication skills
- Multi-Task Management
- Customer Service
- Customer Relationship Management (CRM)
- Microsoft Excel
- HIPAA Compliance
- Telephone Etiquette
- Effective communication skills
- Medicaid knowledge
- Microsoft Office
- Follow-up skills
- Time management abilities
- Decision-Making
- Effective Communication
- Organizational Skills
- Professionalism
- Performance monitoring
- Technical Troubleshooting
- Payment handling
- Problem-solving abilities
- CRM Software
- High-energy attitude
- Database Research
- Documentation And Reporting
- Inbound Customer Service
- Excellent Phone Demeanor
- Telephone and email skills
- Microsoft Outlook
- Call Management
- Active Listening
- Multitasking
- Policy Adherence
- Claims Processing
- Stress Tolerance
- Strong interpersonal skills
- EMR Updating
- EMR
- Information Collection
- Help Desk Software
- Help Desk Support
- Online Chat Support
- Customer Communication and Empathy
- Multi-Line Phone Systems
- Salesforce CRM
- Computer Skills
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Payment processing
- Order processing
- Live chat support
- Delivery scheduling
- Technical support
Languages
English
Full Professional
Timeline
Customer Service Representative
Conduent
07.2024 - Current
Customer Service Representative
Teleperformance USA
08.2023 - 02.2024
Activation Specialist
Iqor
08.2022 - 08.2023
Shift Leader
KFC Taco Bell
12.2020 - 07.2022
Data Entry Clerk
SaviLinx
07.2019 - 12.2020
High School Diploma -
Wayne County High School
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